Understanding & Supporting Vulnerable Customers Workshop (18 May 2026)
Understanding and Supporting Vulnerable Customers  Â
Every customer deserves to be treated fairly, understood, and supported — but customers’ situations are not always the same. Some face challenges that require additional care and support, and it is essential that leaders, managers, and frontline teams know how to recognise and respond effectively.
Join our interactive online workshop to gain practical skills, real-world insights, and confidence in supporting vulnerable customers effectively.
Who should attend
This workshop is ideal for those responsible for:
- Leading or managing customer service teams
- Delivering frontline services where vulnerability may arise
- Developing policies or best practice around vulnerable customers
- Supporting teams in handling the emotional and operational impact of vulnerability
What you’ll get from this workshop
- Clear understanding of who vulnerable customers are and the reasons behind their vulnerability
- Practical skills to respond effectively while managing the impact on yourself and your team
- Insights into organisational considerations and key policy elements for supporting vulnerable customers
- Opportunities to discuss real-life cases, share experiences, and explore best practice
Tools and resources to take away
- Workshop slides capturing key learning points for reflection and sharing
- A practical measurement review tool to assess and improve how your organisation supports vulnerable customers
By the end of this workshop, you’ll leave with actionable strategies, practical tools, and renewed confidence to make a real difference for your customers and your team.
The workshop runs in a small group of a maximum of 12 participants. The virtual format includes group work, information sharing, and learning from best practice and the latest insight. Our facilitator will present, review scenarios and provide you with examples. We run our online workshops on the platform zoom, please make sure you have this technology available to you before booking.
This workshop can be delivered in house for your organisation in groups of 10 to 14 people. Please email Academy@icsmail.co.uk or your client development director for more details.
Ticket price for this workshop is ÂŁ250pp +VAT.
Please note that this ticket is non-refundable or transferrable in terms of date. If for any reason you are not going to be able to attend, we will accept a replacement person, subject to your prior notification. Please see the Academy Training terms and conditions here.