Face to Face - Communicating with Vulnerable Customers

The Exeter Council are delighted to welcome Jeff in this face to face session.

Session Overview:

It is critical that everyone working in financial services and insurance understands the definition of a vulnerable customer, how to identify a vulnerable customer, and what the laws and regulations say.

However, the critical next step of how to communicate with a vulnerable customer is often overlooked and lacking in most training sessions on the subject of vulnerable customers.

This training session corrects that by providing key skills necessary to ensure that you are able to communicate clearly and effectively with vulnerable customers and use communication skills to identify potential vulnerability.

Venue: Kennford Suite, Exeter Court Hotel, Kennford, Exeter, EX6 7UX

Timing: Registration with tea/coffee & bacon rolls at 8:30am, session starts at 9am

Face to face CPD session ends: 10.00pm

Learning objectives:

At the end of the session attendees will:

• Identify key skills necessary to communicate clearly and effectively with vulnerable customers.
• Understand how vulnerable customers are likely to receive, understand and respond to communication.
• Implement a strategy to ensure you stay on the right side of the laws and regulations when communicating with vulnerable customers.

Presenter: Jeff Heasman, Founder, Insurance Upskill

Jeff Heasman worked as a litigation executive and senior liability adjuster before branching out into language and psychology.

Jeff holds both a bachelors and a masters of law degree, is a qualified language instructor and also a certified practitioner member of the Academy of Modern Applied Psychology as well as a member of the Association of Business Psychology.

He delivers courses across the globe, either face-to-face or online.

Jeff maintains a close connection to the industry by regularly providing consultancy in areas such as law and communication and he provides consultations with individuals and teams regarding cognitive skills, such as decision-making and problem-solving.

In 2020, Jeff graduated top of the class from the Yale School of Management Executive Education programme in negotiation strategies with a score of 100% across all modules and he is recognised as an expert in the field of negotiations within the insurance industry.

Other areas of specialist expertise include insurance fraud, claims handling and the synergy between product design, brand promises, marketing messages and customer expectations.

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