Trust

Who are vulnerable consumers and how can you learn to recognise their needs?

Masterclasses available now . . .

  • Tuesday 12 March
  • Tuesday 21 May (half day session)
  • Tuesday 25 June
  • Wednesday 20 November

Prices are £150 (+VAT) per person for DMA Members and £180 (+VAT) per person for Non-members.
Spaces are limited so please contact councils@dma.org.uk to book your place.

To book your place for the 2019 Masterclass schedule, please contact Elizabeth Tan on: elizabeth.tan@dma.org.uk 📧
or call Jacqui Crawley Owner & Managing Director to discuss this via telephone: 01527 518 373 📞

At some point, most companies will have telephone conversations with people who find it difficult to make an informed decision about the choices offered to them, these choices can include anything from changing a utility supplier to making a charitable donation.

Your business may need to communicate with: 
* Consumers who have a diagnosed condition like dementia
* Undiagnosed or temporary mental health condition such as severe anxiety
* Consumers with learning difficulties or literacy issues
* Consumers who have problems understanding the language

These are your customers . . .


Some organisations have little understanding of how to identify the signs of a vulnerability – or how best to handle such situations with care and respect. Staff may not always be equipped to deal with the situation and there is often no policy for addressing any problems that may arise. This means that despite their best intentions, organisations may not give consistent quality service. It is important that vulnerable consumers are not ‘locked out’ of these dialogues.
The Vulnerable Masterclass will not only help your staff to achieve their goals but it will also equip them with the practical ways in which to deal with vulnerable consumers.


“We received fantastic feedback on this training and I would have no hesitation in recommending Elaine and Jacqui if you are looking for a really effective, practical program”.