Communicating with Vulnerable Customers

ABOUT THE SESSION

It is critical that everyone working in insurance and financial services 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 this common mistake by providing key skills necessary to ensure that you are able to communicate clearly and effectively with vulnerable customers.

LEARNING OUTCOMES

By the end of the session, participants will be able to:

• 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.

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