VULNERABILITY TRAINING

As society becomes more diverse and complex, the definition of those most vulnerable in our community continues to broaden.  Now it includes those exposed to family violence, financial abuse, trauma, drug, alcohol and gambling addictions and mental illness. Where once someone’s vulnerable status was only identified when they became indebted, there are now a wide-ranging set of personal circumstances that place someone at risk, and in turn affect their capacity to pay their debts.

RECOGNISING VULNERABLE CUSTOMERS

Identifying customer vulnerability is a specialised skillset requiring an understanding of key indicators, and more broadly how worldwide crisis can impact mental health.  The ability to build trust, listen effectively and show empathy is critical.

Your staff are not counsellors but by providing them with customer vulnerability training they can ascertain the necessary tools to deal compassionately with customer vulnerability, to avoid complex collections processes and reach the best outcome for the customer and the organisation.

A PROACTIVE APPROACH TO VULNERABILITY TRAINING

At eMatrix we implement a practical and proactive approach, across customer vulnerability training that allows for early identification of a vulnerable customer experiencing financial hardship.  This can then increase the opportunity to support them in meeting their financial commitments.

We also coach your team on ways to build their own resilience and coping strategies when dealing with challenging and potentially confronting situations.

VULNERABILITY TRAINING DELIVERED BY SUBJECT MATTER EXPERTS

As no two businesses are the same the customer vulnerability training at eMatrix is tailored for your organisation by a team of subject matter experts.  Our course content is designed specifically for call centres, collection teams, complaints handling and hardship teams.

Delivered by specialists in hardship and vulnerability training, the team is highly experienced in the collections space and understand the delicate balance between dealing carefully with vulnerable customers and the need to collect money owed.