About
Welcome to The TEXAS Drill, an essential training module designed for customer-facing staff, equipping you with the vital knowledge and confidence to support vulnerable customers effectively. In today’s customer-focused landscape, identifying and supporting those in vulnerable circumstances is a critical responsibility. This module goes beyond theory, providing you with a structured, empathetic framework—the TEXAS Drill—to navigate challenging conversations. It is designed to empower you with practical skills to listen, understand, and act appropriately, fostering trust and ensuring consistent, fair treatment for every customer you interact with. You’ll explore key actionable topics, including: Understanding Vulnerability in Customer Service The Benefits of a Structured Approach Mastering the 5 Steps: Thank, Empathise, eXplain/eXecute, Ask, Signpost Gaining Consent and Recording Information Correctly Learning Objectives By the end of this course, you will be able to: ✅ Recognise the benefits of using TEXAS drill in supporting vulnerable customers, leading to improved customer outcomes and reduced risk for both the customer and the organisation. ✅ Apply each step of the TEXAS drill to identify and respond appropriately to signs of vulnerability. Please note that the learning material will be presented as a downloadable ppsx. file (PowerPoint Show). Please ensure you have read and understood the T&C’s of our eLearning service before purchasing. By purchasing this course, you are agreeing to our T&C’s. This course is suitable for laptops and computers, and is not optimised for smartphones.