Communicating with and Understanding Customers who may be Vulnerable

Course Summary

Customers can be vulnerable at any age and this is participative course with the opportunity to wear a range of equipment to simulate some of the effects of sensory loss in order to gain insight and empathy with these customers.

This course can be offered as bespoke in-house training.


The course is aimed at staff that have experience of dealing with the public. This may include direct face to face contact, telephone/email or the design of websites and information materials.


  • Customer vulnerability – including those with dementia or mental health issues
  • The ageing process
  • Demographic changes and financial importance
  • Practical exercise
  • Feedback and reflection on exercise
  • Identification of potential improvements in communication and business practice with customers who may be vulnerable

Course Benefits

Delegates attending this course will gain empathy and insight into some aspects of sensory loss and vulnerability. This understanding can lead to an improvement of business processes & practice, which will increase the quality of the customer experience.


Josie Paint, Director of Operations at Skipton International, has noticed a difference in how the team deal with their older or more vulnerable customers since participating in this training:

“Although team members already had empathy with customers, the training highlighted what vulnerable customers have to deal with on a day-to-day basis. They now ensure that information is provided in a clear, concise way and close by asking the customer if they understood all the information they received”. Josie added that: “Companies working with older customers, such as banks, insurance companies, trust companies and even some retail businesses would benefit by sending their employees on this course. It would also be beneficial for care home workers, hospital staff and GPs”.

Tutor Profile

Caroline Hayden-Wright, an experienced Occupational Therapist and Trainer. Caroline has successfully delivered this training programme to a range of clients including, pension provider, investment bank, utility providers and health and social care organisations. She has also worked with Age UK and the Alzheimer’s Society.

Course at a Glance

  • Next Start Dates: New dates TBA
  • CPD Points: 3
  • Course Cost: £225.00
  • Course Length: 3 hours - (please choose which session you prefer - 09:00 - 12:00 or 13:00-16:00)

There are no dates currently available for this course, If you would like to register your interest please complete the form below:

Case Studies

Case Study: in-house training Skipton International

9th of October, 2017

Skipton International asked us to arrange an in-house training course to support their employees in overcoming the challenges of effectively...

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