Supporting Vulnerable Customers Reviews

I’ve a lot from today’s course. Finding out more about the different types of vulnerabilities has definitely helped me in the way I do my job

Good course - encouraged you to look more closely at how you would interact with vulnerable customers. Found it engaging. The workbooks were excellent. The twiddle toys provided were a great idea! Good ice breaker. The only thing I found a bit jarring was when we were invited to think of some ideas as to what would make a consumer more vulnerable/upset - was when 'menopause' was given as a reason. Think that this is a bit derogatory. As a takeaway from this course for me personally as someone who tends to over talk, which can sometimes make a difficult situation worse - never underestimate the power of silence during a difficult call!

The session was highly informative and engaging, with clear, practical guidance that I can apply in my day-to-day interactions. The content was well-structured, and I particularly appreciated the focus on the tools and materials we can take away to use in our customer interactions and keep revisiting - keeping the skills fresh which helped bring the our conversations to the next level.

Helen is great, she knows what she is talking about and has amazing techniques and tips on how to improve not only your customer service skills but your undertsanding skills. Thank you Helen!

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The session was good and started some great conversations. Even though I;m not directly customer facing the content was still useful and relevant. Just one thing I thought I would mention is that I think perhaps an extra break could be put in. We started at 9.30 and had a brief break at 11.30 - a lot of people were getting fidgety so maybe 1.5 hrs max before a quick break :)

Interactive and informative, helped with thinking about how others will react to situations instead of just thinking about the work load.

I arranged this training for my department as they handle vulnerable customers on a daily basis who, in addition to being vulnerable for various reasons, are often also experiencing a loss of gas, electricity or water which brings additional challenges. We have varying degrees across the teams of how we handle these consumers but in general, I would have to say we're quite poor and this is because we haven't given people the tools, knowledge & confidence to be great at this. That's exactly what Helen was able to provide through these sessions - she is clearly an expert in the field and was able to share information in an interactive & engaging way. I saw lots of 'lightbulb moments' happening around the table where people realised how they can put what they learned into practice and I look forward to seeing, hearing and feeling the improvements! I would highly recommend Helen as a trainer and am keen to continue to work together moving forward.

A well structured and thought provoking session. Very interactive which I believe is how you get the most out of it. Helen is clearly very passionate about the subject , which lends itself to a valuable use of time

Really good to get a refresh of what we had learned and it was a delight to have Helen deliver it.