There is no specific definition when it comes to dealing with people who could be classed as vulnerable and for that reason it is easy for employees and business practices to overlook those in need of extra support. Ensuring you can identify who is vulnerable and knowing how to provide a better service for these people is paramount. Staff should know how to identify and accomdate those with vulnerabilities and this training sessions helps them to do just that.
As with all of our training sets, you are provided with all of the tools, resources and guidance to deliver the training yourself, without paying for external trainers or reoccurring user licence fees. The course comes with ready-to-use PowerPoint slides and extensive training notes, allowing you to deliver an effective, professional and informative session.
Our Vulnerable Customers Staff Training package comes ready-to-use and includes: –
• Trainer & Session Delivery Guidance
• 11-slide PowerPoint Presentation
• 20-page Trainer Notes for Content Delivery & Slide Compatibility
• Trainee Handouts – Slides & Reminder Sheet
• 2 Q&A Employee Assessment and Answer Papers
• Employee Training Record Template & Develpoment Log
• Trainee Training Evaluation Form
Who is the training suitable for?
This training package has been designed at an introductory through to advanced level and as such, will benefit a broad range of employees and associates, including those working in organisations regulated by the FCA, those working with customers in sales, advice and customer service roles, compliance officers and those seeking to learn more about the FCA requirements in this area.
Why Use PowerPoint?
Whilst many training sessions are now offered online, via management systems or apps, we believe that compliance is one area that requires human interaction when it comes to delivering and understanding complex regulations and legislation. Our packages enhance the human element that is so often essential in ensuring that training is effective, adequate and absorbed. A sole user going through online pages and selecting answers is no substitute for group discussions, asking questions, interactive content and most of all – a trainer’s ability to know if a trainee is misunderstanding or not engaged.
How is the training assessed?
Whenever a firm delivers training, they need to ensure that the content understood and is practicable in the employees’ work environment. We provide 2 professional assessment test papers with the training package, along with extensive answer sheets that enable a ‘test and train’ ethos. The papers come with 10 questions each and will assess the trainee’s knowledge, understanding and ability to apply the learned information to their role and company.
|Vulnerable Customers Staff Training|
|FORMAT:||Word.doc & PowerPoint||DURATION:||60-90mins|
|DELIVERY:||Digital via Email||CUSTOMISABLE:||Yes|
|The Session Covers:|
|Vulnerable Customers Overview||What are Vulnerable Customers?|
|What Makes Someone Vulnerable?||Identifying a Vulnerable Customers|
|Written & Verbal Indicators||Signs & Examples|
|What Can You Do?||MALG & Mental Health|
|Auditing & Monitoring||Record Keeping|
|FCA Overview & Supervision||Complaint Handling|