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Vulnerable Customers

Description

The aim of this module is to provide the learner with an understanding of vulnerability, enabling them to identify it and offer optimal support to customers seeking advice or intending to purchase products or services, especially those in vulnerable situations.

This module will cover:
  • Identifying and assisting vulnerable customers effectively.
  • Meeting the specific needs of customers in vulnerable situations.
  • Developing an impactful policy for managing vulnerable customers.
On completion of this module, learners will be able to:
  • Define what is meant by a vulnerable customer.
  • Demonstrate proficiency in addressing the specific needs of vulnerable customers.
  • Provide comprehensive support to customers throughout the entire transaction process.

Module Structure:

LEARNING OBJECTIVES
Aims and Learning Outcomes

TOPIC 1: SUPPORTING VULNERABLE CONSUMERS
Supporting Vulnerable Consumers
Customer Objectives
Identification of a Vulnerability
Summary
Knowledge Check

TOPIC 2: MEETING THE NEEDS OF VULNERABLE CUSTOMERS
Addressing the Needs of Vulnerable Customers
Summary
Knowledge Check

TOPIC 3: VULNERABLE CUSTOMERS POLICY
Vulnerable Customers Policy
Step 1 – Audit Current Practices
Step 2 Develop Strategy
Step 3 Implementation
Step 4 Evaluation and Review
Summary
Knowledge Check

END OF LEARNING MODULE
End of Learning Module Summary

The learning module plus the assessment module will take approximately 60 minutes to complete.

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