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Managing Vulnerable Customers and Diffucult Situations

This half-day training program takes a holistic approach to customer interactions across your organisation. It is aimed at improving your ability to deliver exceptional customer experience to all customers with a focus on interacting with vulnerable customers.


This session is jam packed with techniques and tips you can easily apply the minute you leave the session, including delivering positive interactions and personalising the experience to all customer interactions. 

This workshop is ideal for all customer interfacing staff including, Leaders,  back-office phone, email and face-to-face team members who are looking to develop or advance the skills with the latest best practice techniques.

  • Learn best practice techniques to deliver a great customer experience.

  • Understand customers, expectations and behaviour to personalise the experience and deliver positive outcomes.

  • Learn how to apply CX guiding principles to all customer interactions.

  • Understand how to personalise customer interactions and best manage vulnerable customers.

  • Learn how to manage difficult situations and de-escalate them to prevent complaints.

  • Gain clarity regarding the role you play in creating a great customer experience.

  • Be able to positively engage with customers in a variety of situations, to ensure a great experience and outcome. 


Delivery Method:

Half-Day Virtual/Face to Face

Frontline Staff/Leaders

Target Audience:

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