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📧 Non-members: Please also email [email protected] to arrange your booking.
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Supporting Vulnerable Customers with Confidence
Master vulnerable customer support with this BVRLA Masterclass, helping delegates identify vulnerability, communicate effectively and apply fair treatment principles with confidence. This course supports better customer outcomes, stronger compliance, improved safeguarding awareness and best practice across vehicle rental, leasing and fleet operations.
Course Overview
Increasing regulatory focus and growing expectations around customer care have made vulnerability awareness an essential skill for organisations across the vehicle rental, leasing and fleet sectors, creating greater responsibility for teams interacting with customers.
This course provides clear, practical guidance on recognising and responding to vulnerability confidently and appropriately. Learners will understand different types of vulnerability, communicate effectively in sensitive situations, support positive customer outcomes and apply fair treatment principles consistently.
It is designed for anyone who interacts with customers at any experience level, including customer service, operational, rental, leasing and fleet teams.
As expectations around customer support continue to evolve, the ability to identify and respond to vulnerability effectively is essential. This course strengthens internal capability, reduces risk and supports more effective day-to-day customer interactions.
Who This Course Is For
Designed for professionals who interact with customers and want to build confidence in recognising and responding to vulnerability.
Suitable for all experience levels, from those new to vulnerability awareness to experienced customer-facing professionals.
Ideal for vehicle rental, leasing and fleet organisations.
Ideal Learners:
- Customer Service & Operations Teams: Need the skills to identify vulnerability, adapt communication styles and support positive customer outcomes.
- Rental & Leasing Staff: Regularly engage with customers and want to manage sensitive situations with confidence, empathy and professionalism.
- Managers & Team Leaders: Want to strengthen team capability, promote best practice and support compliance with evolving expectations.
- New Starters: Need a clear, structured introduction to customer vulnerability and fair treatment principles.
- Experienced Professionals: Want to refine their approach, improve customer interactions and stay aligned with current best practice.
Learning Outcomes
By the end of this course, learners will be able to:
- Understand different types of customer vulnerability and clearly recognise the indicators that may affect a customer's circumstances, needs or ability to engage effectively.
- Identify when additional support may be required and respond appropriately, ensuring fair treatment and positive outcomes for vulnerable customers.
- Respond effectively when sensitive situations arise, including how to adapt communication styles, manage difficult conversations and build customer trust.
- Handle customer interactions confidently and professionally, using practical techniques to support vulnerable individuals with empathy, consistency and care.
- Implement best-practice approaches to reduce risk, improve customer outcomes and strengthen organisational capability when supporting vulnerable customers.
Key Benefits
- Greater confidence in supporting vulnerable customers through clear guidance that improves awareness and strengthens everyday customer interactions.
- Reduced risk of poor outcomes through fair, consistent decision-making and appropriate responses to customer vulnerability.
- Practical solutions for real situations, including how to recognise vulnerability and adapt support when challenges arise.
- More consistent customer service approaches, improving communication and delivering better outcomes across teams.
- Stronger customer engagement, enabling more empathetic, effective and confident responses to sensitive conversations.
Driven By You - Bespoke as you want it
Does this course sound like it could benefit a number of people in your business?
Consider our Driven By You option - bespoke courses and content, built to fit your needs, your budget, and your timescale. From small team sessions for 5 staff members to large-scale projects with 400+ participants, we can deliver it all.
No, as well as facilitating the courses online via MS Teams, we can deliver the course at any location – whether this is at our office or at a venue of your choosing.
Our Driven by you courses are a great way to train your team on a time and day to suit you. With options to bespoke the content for your business, or to simply use our 'off the shelf' content - there is something to suit every budget. Get in contact with us for a bespoke proposal at [email protected]
We would advise a maximum of 12 delegates per course but we can discuss any individual requirements with you to suit your needs.
Yes absolutely, we can work with you to ensure the course is exactly right for your colleagues.
We would not recommend this. For the best experience we advise each delegate should have their own laptop/iPad with a working microphone and camera.
Meet the Trainer
Andy Rayner
Andy is a Senior Trainer, Facilitor, Course Designer and Certfified Coach with a dynamic, passionate and flexible approach to life and work. With a proven track record of working with large corporate organisations such as Ford, Ayvens/Leaseplan UK Ltd and Toyota Financial Services to name a few, Andy's experience in the motor industry is second to none. He also volunteers with The Samaritans to support vulnerable people in his spare time.
Andy has a strong passion and knowledge for ensuring businesses are compliant and doing the most for their customers through designing and delivering engaging and commercially-focused learning. Delivering training to thousands of learners, his experience is a fantastic asset to the BVRLA Training Team.
Pricing
This live Instructor-led course runs from 9.30am - 3.30pm
*Book your spaces 2 weeks or more in advance of the course date and receive a £100 discount on the course fee*
Member Fee: £329 + VAT (Full Price £429 + VAT less than 2 weeks before the course date)
Non-Member Fee: £529 + VAT (Full Price £629 + VAT less than 2 weeks before the course date)
Driven by you Bespoke day - POA per group Size please enquire [email protected]
