About
Course Overview: In today’s regulated landscape, identifying and supporting vulnerable customers is a critical statutory and ethical responsibility. However, frontline staff need more than generic instructions to "be empathetic"—they need a structured, actionable framework. This evidence-led module equips customer-facing professionals with the TEXAS Drill, empowering you to navigate challenging conversations with confidence, foster trust, and ensure fair and consistent treatment for every customer. What You Will Learn: Designed using cognitive science to maximise retention, this module strips away abstract theory to deliver a hands-on communication toolkit. Upon completion, you will be able to: Understand the Framework: Recognise the operational benefits of using the TEXAS Drill to improve customer outcomes and drastically reduce regulatory risk for both the consumer and the organisation. Master the 5 Steps: Confidently apply each phase of the TEXAS Drill (Thank, Empathise, eXplain/eXecute, Ask, Signpost) to accurately identify and respond to signs of vulnerability in real-time. Ensure Data Compliance: Learn exactly how to safely navigate complex privacy rules by gaining explicit consent and recording sensitive personal information correctly. The Tyfu Learning Approach: True to our 'Pedagogy First' philosophy, we eliminate corporate fluff to provide a highly practical toolkit. We treat you as a busy adult professional who needs clear, robust processes to handle complex, high-stakes human interactions safely. Technical Information: Format: Downloadable .ppsx file (PowerPoint Show). Accessibility: Optimised for laptops/computers. Smartphone accessible via the MS PowerPoint app. Note: By purchasing, you agree to our standard T&Cs. Please ensure you read these prior to checkout.