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Conversations with Vulnerable Customers - One Day Course
Hamilton Mercer

Summary

Price
Save 34%
£322 inc VAT (was £495)
Offer ends 29 September 2026
Study method
Online
Duration
Self-paced
Qualification
No formal qualification

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Overview

With nearly half of all UK adults exhibiting one or more characteristics of vulnerability, representatives must skilfully navigate conversations with customers facing financial, emotional, health, or other challenges.

Hamilton Mercer’s Service Methodologies™ equip representatives with the practical skills and confidence to adopt a respectful, solution-oriented, and inclusive approach when assisting vulnerable customers.

Description

Learning Objectives

Upon completing this course, learners will be able to:

  • Recognise and respond to vulnerability by identifying signs, risk factors, and using inclusive communication.
  • Engage in compassionate conversations with structured dialogue, sensitive questioning, and adaptive communication.
  • Manage challenging interactions with de-escalation, problem-solving, and signposting support.
  • Ensure ethical and compliant handling of confidentiality, permissions, and documentation.
  • Promote inclusivity and support by embedding best practices and a compassionate service approach.

Return on Investment

Performance outcomes include:

  • Increased confidence, boosting morale and ensuring best practices are consistently followed.
  • A reduction in unnecessary escalations to managers.
  • Being viewed by customers as a responsible, compassionate and inclusive organisation.
  • Greater assurance that regulatory obligations are met.
  • Ethical handling of sensitive customer situations, reducing regulatory risks.

Who is this course for?

This course is designed for Individuals of all experience levels and seniority who interact with vulnerable customers across various communication channels; face to face, telephone, and written (email, live chat, and social media).

Requirements

Learners do not require any prior qualifications to enrol on this Conversations with Vulnerable Customers Course.

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Legal information

This course is advertised on Reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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