Supporting Customers in Crisis - Member E-Learning

  • Abigail Freeman
  • 8 September 2020
  • Professionalism and Ethics | CPD

Covid-19 has catapulted the globe into a time of crisis, with every facet of society effected. As we start to re-build from the damage caused, the banking professional will be relied upon to support the economic life and prosperity of customers and communities.

In order to provide the right support, we need to appreciate what can cause a customer to be in crisis, recognise the impact of the crisis on vulnerability, be aware of our own behaviours in interacting with customers in crisis, and identify how we can best communicate with them and support them through tough times.            

This comprehensive e-learning module Supporting Customers in Crisis will help you to provide the right support and care for your customers in the aftermath of Covid-19.                                      

Learning Outcomes

  • Explain what is meant by the term ‘customer in crisis’, and recognise the link between being in a crisis and vulnerability;
  • Explain the factors that could give rise to a customer experiencing a crisis;
  • Describe what the government and financial services organisations have done to support customers because of the coronavirus pandemic, and what they continue to do to support customers in financial difficulty;
  • Recognise the importance of trust and the impact that emotions can have on customers in a crisis, and how this can affect our interactions with them;
  • Identify what you could do in your role to communicate well with customers in crisis, establish their needs, and provide appropriate support in line with organisation policies and procedures.