Supporting Customers in Vulnerable Situations
Building trust and loyalty while reducing risk and stress.
Overview
Vulnerability is more widespread than many organizations realize. This workshop equips participants to recognize and respond to vulnerability in customer conversations with empathy and confidence, reducing risk and protecting both customers and the business.
Yvette Renda, VP, People Development
Yvette leads the People Development function at BPA Quality, driving talent growth, learning programs, and organizational effectiveness. With over two decades at BPA, Yvette ensures that the human side of quality, coaching, agent engagement, performance feedback, is deeply aligned with data and analytics. Her work supports how clients operationalize insights from tools like the Quality Impact Index by empowering teams to act on those insights and continuously improve the customer experience.
Thursday, January 29
9:00 am est/14:00 GMT
3 hours
Agents
Please note: March has daylight saving time change. Forward one hour for US on March 8/UK on March 29. This means there is a 4 hour time difference in US/UK dates listed for March.
The BPA Approach
• Practical Challenges: Identifying temporary, situational, or long-term vulnerability.
• Behavioral Science: Understanding how stress and vulnerability shape decision-making.
• Psychometrics: Using data to identify patterns, risks, and outcomes linked to vulnerability.
Who Should Attend
Frontline staff, supervisors, and leaders who want to improve customer experience, reduce risk, and demonstrate genuine care.
Benefits To Your Business
• Reduced complaints, compliance risks, and reputational damage.
• Stronger trust and loyalty through sensitive handling of vulnerable situations.
• Increased employee confidence in difficult conversations.
• Balanced protection of both customers and business interests.
Learning Outcomes
By the end of the workshop, participants will be able to:
• Recognize signs of vulnerability and respond with confidence.
• Apply frameworks to guide sensitive conversations.
• Use best practice techniques to reduce stress and escalation.
• Strengthen trust and loyalty while safeguarding business outcomes.
An energizer workshop that helps teams support vulnerable customers with care and confidence.
