Skills when Dealing with Vulnerable Clients Workshop
Corporate Training
This workshop will aim to help you to understand and develop your communication skills when dealing with vulnerable clients.
Advanced skills to engender trust, step into the shoes of your vulnerable customers, encourage a conversational fact-find and coach their challenges in their time of need
Who should attend?
This Workshop is suitable for anyone in the financial services sector, who engages with customers and clients online, on the phone or face-to-face.
It has specific value to frontline advisers in the insurance and financial services sector - Mortgage, protection, financial advisers, and later-life lending advisers.
Summary
Duration: 2 half day workshops
No of attendees: 12-16
Format: Online - Virtual delivery
CPD: Recognised
Learning Objectives
- The challenge of vulnerable customers, who they are, what’s their story. The marketplace, the FCA’s definition and Consumer Duty and why we need to be exceptional in the way we handle them
- Steps to ascertain who is and isn’t a vulnerable customer – your own firm’s definitions
- Understanding their point of view. Appreciating the three positions of empathy, the perceptual positions
- Stepping into other’s shoes, finding out what makes them tick and tips to gain an empathic understanding of their views and feelings
- Coaching concepts to help change your mindset around the conversation. Understanding the coach’s spectrum to be able to “pull” the customer to solve their challenges, not “push”
- How to be authentic and to match the customer’s state of mind and personality to encourage commitment
- The secrets to building trust lay the foundations for a conversational fact-find
- The freestyle concept of fact-finding – practice and mastery
- An MOT of your vocal skills if phone or video is being used. Applying attention to your vocal cosmetics to engender engagement with your customer
- Types of questions and the do’s and don’ts of conversational questions
- Softening your questions and encouragement techniques
- Listening mastery – MAP technique to remove premature thinking, solution’eering and giving advice
Learning Outcomes
- The Programme will help you master your ability and confidence in handling particularly vulnerable customers by using some of the latest communication methods and techniques to build empathy, trust and engagement.
- A deep dive into the Neuro-Linguistic Programming (NLP) Toolbox - an ingenious collection of communication and people skill tools to enhance client interaction. Factfinding, rapport building and listening to a client who has recently been through a traumatic life event, is always a challenge for us, who may never have experienced such trauma themselves.
To discuss this course or your learning needs
Your CII Relationship Manager would be delighted to explore your learning needs and can draw on the expertise within the CII Learning Solutions team to support you further.
Please speak with your Relationship manager in the first instance or contact business.enquiries@cii.co.uk for more information.