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Caring for the vulnerable - training materials


Most organisations will have telephone conversations with people who find it difficult make informed decisions about the choices offered to them. This training will help your staff provide customers with a positive and transparent experience. 

The DMA encourages organisations to implement this training, which is complemented by a Decision Making Matrix and Flash Cards and sits alongside the white paper Guidelines for call centres dealing with vulnerable consumers and the webinar Supporting Vulnerable Consumers.

Material available:

  • Caring for the vulnerable August 2015
  • Decision Making Matrix August 2015
  • Flash Cards August 2015
  • Reference and reading list August 2015
  • Trainers notes to support Caring for the Vulnerable Slides August 2015

Please fill out the form below to download a file containing the training documents.

For further information please contact Georgina Lippa 



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