Supporting and helping customers who are vulnerable and experiencing hardship 


What client questions will it answer?

  • How to approach and identify a customer that is in Hardship from a consultant role.

  • How to provide the best solutions to assist the customer to pay.

  • How to provide a 'case management approach'.

Who will benefit from it?

  • Front line Staff.

  • Customer Support Specialists.

  • Hardship Team Members.


What is the format?​

  • Half-day workshop.

  • This half-day workshop is aimed at equipping staff with knowledge and skills to effectively assist a customer in hardship.

Topics include:

  • Awareness of vulnerability.

  • Your role.

  • Effective communication and expressing empathy.

  • Common behaviours and triggers of someone in hardship. 

As a result of this course, attendees will have the ability to successfully deal with customers that are experiencing hardship.