Vulnerable Customer Workshop
In the UK 24.9 million people have characteristics of vulnerability – this number continues to increase. Of that 24.9 million, one in two people (12.45 million) will unfortunately receive a cancer diagnosis in their lifetime.
Understanding how cancer contributes to vulnerability is key to improving outcomes in customer service provision.
Based on customer and industry feedback, we have developed this vulnerable customer workshop, featuring bespoke scenarios to ensure relevant learning for all participants.
Tailored to your organisation’s specific requirements, this course is designed to help your customer-facing teams provide better emotional support to cancer-impacted customers and includes:
- Understanding cancer, treatments and their physical and emotional side effects
- Communication skills, empathy, active listening and the importance of language
- Guided conversation examples – what’s helpful to say and what’s not so helpful
- Tailored exercises and tools to have supportive conversations
- Signposting towards support
- Self-care
Course details
Cost of course:
£300 per delegate +VAT (includes cost of development of bespoke scenarios)
Attendee capacity:
Minimum 6 to maximum 12 people
Who is this course suitable for?
Customer-facing teams who interact with clients who may be impacted by cancer e.g. operations, customer service or call-centre personnel. The course can be tailored to your specific organisation so that example conversations and scenarios are relevant to your business.
What are the benefits of attending?
- Increased awareness and knowledge of cancer, treatments and their side effects.
- Greater understanding of the particular needs of vulnerable customers facing cancer.
- Stimulate discussion on how to support vulnerable customers in your business and develop an appropriate policy framework.
- Greater confidence and skills to have supportive and more empathetic conversations.
- Improved customer service, satisfaction and loyalty.
- Compliance with FCA guidance to ensure fair treatment of vulnerable customers.
“Working with Cancer Support UK has helped us better understand how we can support customers with cancer in the most appropriate way at each touchpoint.”
“Feedback from colleagues who have completed the training shows what a difference it has made. They’ve found it really useful learning about the different treatments available and what possible side effects people can experience from having cancer treatment. The training has given them the confidence and knowledge to provide these customers with effective support. It was vital to get the right training in place so that we can give our customers the best possible experience.”
“From the outset, Cancer Support UK understood what we were trying to achieve. They used their expertise and translated it into this tailored training for our Vulnerable Customer Champions, which will ultimately benefit our customers.
“The course was really informative, explaining what cancer is and how it is treated. The trainer provided highly practical information about how to respond when someone tells you they have cancer. The advice comes from people living with cancer, which makes it all the more powerful.”
Hayley Perks, NHBC Head of Consumer Affairs
Frequently Asked Questions
Can the training be tailored to my specific business situation?
Yes. We understand that every business is unique and customer-facing teams will be confronted by different challenges. So we work with you to tailor example situations and scenarios to your business and customer base so that they are relevant and meaningful.
Why does this course cost more than the others you offer?
To make the course relevant and effective it is tailored to your business. The cost covers the additional work involved in developing and delivering this bespoke course for you along with the accompanying course materials.
How is the training delivered?
This training is usually on-line using Zoom but we can also deliver using Microsoft Teams if required.
For larger groups, the course can be delivered face-to-face but there will be an extra charge of 20% plus travel expenses to cover additional costs.
How is Cancer Support UK qualified to deliver the training?
Cancer Support UK is a charity that provides practical and emotional support to people living with and beyond cancer. Every year we help thousands of people through our Cancer Coach peer support groups, our Cancer Kits and our Workplace Cancer Support Training. Our highly experienced Cancer Coaches work with cancer patients on a frequent basis and so have a unique insight into how cancer impacts the lives of people both physically and emotionally.
Learn More
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