Who is this for?
With economic uncertainty from the pandemic and the highest recorded levels of families using the Food Bank, more people than usual are being forced into vulnerable positions. In the face of the disadvantages of the people they support, it is vital that customer service staff have the confidence and skills to communicate with care and compassion and give the best levels of support to vulnerable customers. This workshop will give everyone attending the guidance to help them identify customers who need extra care and provide them with a consistently positive customer experience.
Course content
The definition of a vulnerable customer
How to identify a vulnerable customer
Empathy vs sympathy and how to communicate with empathy
Setting expectations for any interaction with a vulnerable customer
Communication preferences and how to best communicate with people and their individual circumstances.
The conversation cycle and TEXAS model
Deep listening skills
Communication skills- written and verbal
How emotional intelligence relates to Vulnerable customers and empathy
Action planning