When a consumer is in vulnerable circumstances, it can compromise their ability to make wise and informed financial decisions. Businesses need to be conscious of this, especially those businesses which provide financial products or services. They need to ensure that customers are not excluded by way of accessibility or disadvantage, and they also need to ensure that vulnerable customers are treated fairly.

If you make the effort to understand the needs of all your customers, you can empower even the most vulnerable to represent their own interests, and protect them from potential harm.

By the end of this course, you’ll be able to:

• Categorize different types of vulnerable customers
• Value the importance of protecting vulnerable customers
• Devise and implement a strategy for protecting vulnerable customers

Why take this course?

This course will help team leaders, managers, and business owners to examine their policy – or develop a new policy – for dealing with vulnerable customers. This should include training staff to recognize and respond to a range of characteristics of vulnerability. As a result, they’ll take vulnerable consumers into account at all stages of product and service design.

10 mins | SCORM | Workbook