LoginNEW DATE: Neuro-Inclusion Training
Designing Accessible, inclusive Services for Neurodivergent Customers
Everyone has a right to be understood
This practical, engaging training helps people and organisations understand neurodiversity and neurodivergence and how these intersect with consumer vulnerability in real customer journeys. Participants explore how services, environments and communication styles can unintentionally exclude neurodivergent customers and how small, lawful, proactive changes can make services more accessible, inclusive and effective for everyone.
Grounded in UK law, real-world examples, and interactive activities, this session supports people and organisations to meet their legal duties, reduce risk, and improve customer experience.
Meet the Trainer
Louise graduated with a law degree in 2001. In 2002, she started work for East Sussex Trading Standards. From there, she was promoted through the ranks and in 2009, she was appointed as a Senior Manager. 
In 2011, frustrated by scammers and red tape, Louise Baxter set up the National Trading Standards Scams Team. She’s now the Chartered Trading Standards Institute's (CTSI) Lead Officer for Consumer Advice, Education, and Vulnerability, a Non-Executive Director for Property Ombudsman and TrustMark, and Chair of the Consumer Protection Panel.
As a former CTSI Chair (2021), she sits on various government boards. By day, she battles fraud—by night, she’s Chief Executive Officer of Consumer Friend.
About this Training Course
Who is this Course Suitable for:
Customer-facing staff
Managers and leaders
Policy, compliance and accessibility teams
Digital and service design teams
This course will cover:
by the end of the session, participants will be able to:
- Explain what neurodiversity and neurodivergence mean
- Describe how neurodivergence links to consumer vulnerability, including situational and marketplace vulnerability
- Identify key legal duties under the Equality Act 2010
- Recognise common barriers in customer journeys, both in-person and online
- Apply inclusive communication and service provision principles
- Design at least three practical changes to make services more neuroinclusive
Session Details
- Date and time: 14 December 10 - 12.30
- Location: Online, via MS-Teams
- Rate: CTSI Member £60 inclusive of VAT; Non member £168 inclusive of VAT
- CPPD: 2.5 hour.
