Webinar - 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.

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.

Speaker Bio
Jeff Heasman worked as a litigation executive and senior liability adjuster before branching out into language and psychology. Jeff holds both a bachelors and masters of law degree, is a qualified language instructor and also a certified practitioner member of the Academy of Modern Applied 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 law and language, especially through his plain language editing service

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