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Masterclass: Recognising the needs of vulnerable consumers and how to make reasonable adjustments


Is your company doing enough to support vulnerable consumers?

Our training has been designed by leading minds from within the direct marketing industry and created for all levels - from introductory to advanced - to benefit a broad range of employees working with customers in vulnerable circumstances. This includes sales teams' customer service roles to those looking to understand more about vulnerable customers served by their organisations.

This masterclass is held at DMA House and will enable you to become a trainer within your organisation by providing you with everything you will need to deliver informative training sessions for all your staff.

You will:

  • Learn to appreciate that vulnerability is complex and changeable - helping you recognise vulnerability when you see it
  • Take part in an afternoon workshop and learn how to adapt training to suit your audience
  • Become a champion for vulnerability within your organisation - with the ability to customise the content from the vulnerable customers training package for a variety of audiences in your organisation

Masterclasses are run by Elaine Lee of ReynoldsBusbyLee Ltd and Jacqui Workman of KMB Ltd, co-chairs of the DMA's Vulnerable Consumers Working Group.

"In total, we've run 7 sessions all over the country and trained almost 90 staff. The feedback has been excellent with all managers saying how easy it is to roll out, using these notes and slides, the Telephone Fundraisers have commented on how much they've enjoyed the sessions and how well they've been able to pick it up and understand it. So, a big thanks from us" - Catherine Lloyd, RNIB

Each masterclass is held at DMA House on:

  • Wednesday 10 June 2020
  • Wednesday 11 November 2020

These full-day masterclasses include an afternoon workshop whereby attendees experience ‘hands-on’ some of the many challenges customers face.

Masterclasses are £150 (+VAT) per person for DMA Members and £180 (+VAT) per person for Non-members.

Spaces are limited so please contact to book your place.

Get the help you need to have the right conversations, the right way, for the people who need it most.

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