This talk helps staff spot when a customer may need extra help and respond without prying. The guidance sets out the approach in plain terms for whoever leads it.
This training talk is supplied in fully editable MS Word format, prepared using the F-Q7 Training Talk Attendance Record form template. All text is in Calibri font for improved readability.
The following document labelling is included in the footer:
- Talk number and title
- Information-classification
- Version
- Page number / total pages
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Further guidance on consumer vulnerability:
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Consumer Vulnerability Training Talk
A training talk on consumer vulnerability for staff who deal with customers - recognising when someone may be vulnerable, responding to their needs, and handling records, contracts and complaints with care. The download gives you a one-page attendance record with the talk description already filled in, plus the full guidance document to run the talk from.
Two Files in One Download
Talk Description
- What consumer vulnerability is, and the ISO 22458 standard
- Risk factors and triggers that can show a consumer may be vulnerable
- Identifying a consumer's needs without intrusive questioning
- Solution-based help, and alternative arrangements
- Recording information with consent, and third parties acting for a consumer
- Contracts, cancellation and withdrawal of service, complaints and protecting consumer data
Running the Talk
Read through the guidance beforehand, talk the points through with the team, then have everyone sign the record. Keep the signed record as evidence that the briefing took place and who received it.
Why Intrusive Questioning Is Avoided
Asking too many personal questions can make a customer feel judged and less likely to share what would actually help. The talk shows staff how to identify needs through the conversation itself and offer practical solutions instead.
Adapting the Talk
Both files are fully editable, so add the alternative arrangements you can offer, how consent is recorded in your systems and who staff should go to for advice. Update the talk description if you cover extra points.
Keeping the Training Record
File the signed record with your training records, or log the talk against each attendee in a training matrix, so you can show who has been briefed and when.
Who Is It For?
Front-line staff, customer service teams and anyone who handles customer contracts or complaints. It works at induction, as a refresher and after a complaint involving a vulnerable customer.
Included in the ISO 22458 Toolkit
This training talk is part of the ISO 22458 Toolkit, and is included in the integrated toolkits that include it.
Delivering Talks Regularly
Short, regular talks keep the way the business works in front of people. Run this one alongside the other general training talks to build awareness one topic at a time.
Related Training Talks
Other training talks that work alongside this one:
Would you rather we prepared it for you?
A day of remote support can be spent on the risks to your business rather than to the person doing the task - business risk assessments written around your operation, your market and your dependencies, with the controls in place recorded against each risk.
Business Risk Assessment Preparation