Overview for Asking Questions of Vulnerable Customers

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Vulnerable Customer eXperience Ltd (VCX) is a training provider for the financial services industry. We specialise in the implementation of the Financial Conduct Authority's (FCA) guidance on the fair treatment of vulnerable customers. The aim of this training module is to introduce 3 questioning protocols that will help colleagues to manage conversations with customers where a vulnerability is disclosed. On completion of the course, a colleague will be able to demonstrate where the protocols are located within The Signpost database and how using them will deliver compliant and compassionate communication. Specifically, the course covers the TEXAS, IDEA & CARERS questioning protocols which are all essential building blocks for empathic conversations that offer support and meet industry regulations.


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