For businesses
Training that helps organisations deliver better service
Practical, plain-English business training designed to help organisations improve customer service, consumer law knowledge, communication and inclusive service delivery.
Our flagship programme
Consumer Friend Academy
Train as a Consumer Vulnerability Champion. Support and learning with Louise Baxter MBE and Adam Carter: four live online sessions, weekly reflection, peer support and a recognised certification on completion.
Core business training courses
Choose from our core training courses below. Each course page explains who the course is for, the available formats, what learners will be able to do, and how to book.
1 to 2 hours
Vulnerability & customer support
Consumer Vulnerability
Practical training that helps organisations understand consumer vulnerability, recognise the barriers people may experience, and make services clearer, fairer and more inclusive.
8.5 hours (three 2-hour sessions and one 2.5-hour session)
Communication & customer experience
Consumer Friend Academy
A practical, interactive programme designed to develop Consumer Vulnerability Champions within organisations. Across four sessions, learners explore consumer vulnerability, effective communication and inclusive service provision, developing the knowledge and confidence to make a real difference in their workplace.
1 hour
Communication & customer experience
Handling AI Generated Complaints
Practical, interactive training that helps organisations understand how artificial intelligence is changing consumer complaints. Learners explore the opportunities and challenges of AI-assisted complaints, develop skills to identify the real issues, check facts and respond fairly, clearly and confidently while keeping complaint handling human.
3 hours
Communication & customer experience
Neuro-Inclusion
Practical training that helps organisations understand neurodiversity, recognise the barriers neurodivergent consumers may experience and adapt communication and services to meet different needs. Through real-world examples and interactive activities, learners develop the confidence to provide more inclusive and accessible customer experiences.
1 hour
Communication & customer experience
Confident and Effective Complaint Handling – Respond, Don't React
Practical, interactive training that helps customer-facing teams handle complaints with confidence, clarity and empathy. Through realistic scenarios, learners develop the skills to manage difficult conversations, reduce unnecessary escalation and resolve complaints fairly and effectively.
2 hours
Communication & customer experience
Inclusive Service Provision
Practical training that helps organisations make their services easier to access, understand and use. Learners explore the barriers that everyday processes, communication and service design can create, and develop practical ways to deliver clearer, fairer and more inclusive customer experiences.
Sector-specific training
We also offer sector-specific training for New Homes and Social Housing. These pages bring together the courses most relevant to those sectors, including customer journeys, regulation, complaints and vulnerability.
1.5 hours
Consumer Vulnerability and the New Homes Quality Code
Practical, NHQB-aligned training that helps your teams recognise vulnerability, adapt their approach, and support customers fairly and confidently.
1 hour
Consumer Vulnerability for Social Housing Providers
Practical training designed for social housing providers, helping teams understand consumer vulnerability, recognise the barriers residents may experience and provide clearer, fairer and more inclusive services.
Helping teams build confidence every day
Our business training gives teams practical skills they can use straight away.
Using everyday examples and real-world scenarios, we cover consumer rights, complaints, vulnerability, accessibility and clear communication. We encourage discussion and help people work through situations they face at work.
Our courses can be tailored to your organisation, giving employees the knowledge and confidence to deliver fairer, more inclusive customer experiences.
Practical learning
Real scenarios teams can apply immediately.
Expert trainers
Delivered by experienced consumer specialists.
Flexible delivery
Online, classroom or eLearning options.
Tailored solutions
Training adapted to your organisation.
How training is delivered
Training can be delivered live online, in the classroom, as eLearning hosted by Consumer Friend, or as a SCORM package for your own learning system. View our delivery options and guide pricing to understand the likely starting point before you contact us.
Live online
Interactive sessions delivered through Teams
Classroom
Face-to-face at your office or agreed venue.
eLearning
Hosted by Consumer Friend, with completion info
SCORM package
Ready for your own LMS
Bespoke
Tailored training and consultancy
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Organisations we've worked with
What our customers said
Choosing the right business training for your team
Every organisation is different, and choosing the right training starts with understanding what your team needs.
Think about the challenges your employees face. Are they handling difficult complaints, explaining consumer rights, supporting customers in vulnerable situations or trying to make services more accessible? Understanding these challenges will help you choose the most relevant training.
Consider who needs the training. Frontline employees, managers and specialist teams may need different levels of knowledge. Some employees will benefit from an introduction to a subject, while others may need more detailed training and practical scenarios.
Think about how your team learns best. Live online sessions offer opportunities for discussion and questions. eLearning allows employees to work through content at their own pace, while classroom training can be useful for group activities and shared learning.
Talk to us about your requirements. We can help you explore the available courses, discuss delivery options and identify training that suits your organisation.
Our aim is to make learning practical, engaging and relevant to the situations your employees encounter every day.