For businesses
Training that helps organisations deliver better service
Practical, plain English training designed to help organisations improve customer service, consumer law knowledge, communication and inclusive service delivery.
Helping teams build confidence every day
Our training combines practical guidance with real-world scenarios, giving teams the confidence to deliver fair, consistent and customer-focused 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.
Our flagship programme
Consumer Friend Academy
Train as a Consumer Vulnerability Champion. Twelve weeks of 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 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 3 hours
Vulnerability & customer support
Consumer vulnerability awareness
Learn about the different aspects of consumer vulnerability. An interactive training course for businesses or organisations who support consumers. It will provide practical awareness and tips on how to identify and support your consumers who are experiencing consumer vulnerability and how to provide inclusive services.
1 to 3 hours
Communication & customer experience
Achieving better outcomes
This course can be attended as a level up from the basic consumer vulnerability awareness training session but also as a stand alone. Learn about the different aspects of consumers, vulnerability, the diverse nature of consumers, inclusive services, the current consumer landscape and communications. An interactive training course for businesses and organisations who support consumers.
1 hour
Sector-specific training
Consumer vulnerability for new homes providers
Practical, NHQB-aligned training that helps your teams recognise vulnerability, adapt their approach, and support customers fairly and confidently.
1 to 3 hours
Sector-specific training
Consumer vulnerability for social housing providers
UK government policy plays a significant role in how social housing providers address consumer vulnerability. Policies and Consumer Standards highlight the government’s emphasis on protecting vulnerable tenants and ensuring that housing providers deliver high-quality, safe, and supportive services. This course delivers relevant consumer vulnerability training designed with social housing providers in mind by concentrating on common social housing complaints.
2 hours
Digital & media risk
Media literacy
The two-hour Media Literacy Training is an intensive, interactive session designed to equip participants with essential skills to navigate today’s information-rich environment. The training begins with an introduction to media literacy, explaining its importance and covering the basics of media types, purposes, and impact on public perception. Participants then dive into critical thinking and information evaluation, learning how to assess credibility, recognise misinformation, and identify bias in various forms of media. The session also includes guidance on digital safety and privacy, highlighting best practices for online communication, privacy protection, and recognising online scams. By the end, participants gain actionable tools and knowledge to consume, create, and share media responsibly, strengthening their ability to make informed decisions in the digital world.
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 hour
Consumer vulnerability for new homes providers
Practical, NHQB-aligned training that helps your teams recognise vulnerability, adapt their approach, and support customers fairly and confidently.
1 to 3 hours
Consumer vulnerability for social housing providers
UK government policy plays a significant role in how social housing providers address consumer vulnerability. Policies and Consumer Standards highlight the government’s emphasis on protecting vulnerable tenants and ensuring that housing providers deliver high-quality, safe, and supportive services. This course delivers relevant consumer vulnerability training designed with social housing providers in mind by concentrating on common social housing complaints.
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
