Complaints Handling

Course Code:	5170
Dates:	On a date of your choice
Venue:	Central London
Course Fees:	Available on application
CPD Credits:	6

To discuss your requirements or for further information contact us on 01327 858292 oe email info@ctp.uk.com

Complaints Handling Course Outline

This one-day Complaints Handling course establishes the principles for professionally dealing with customers and in accordance with internal polices. Particular focus on handling difficult conversations and angry customers.

The objective of the FSA in creating specific rules about complaints is to ensure that they are handled fairly, effectively and promptly, and resolved at the earliest possible opportunity.

All firms should have written procedures for dealing with complaints and all staff that may receive a complaint should be aware of them. Management should have a system to make sure the firm deals consistently and promptly with complaints and remedial action to prevent further complaints is taken where there seems to be a systematic problem. A named individual or job title must be identified in the firm and supplied to customers when advising them of your procedures.

A complaint can be any expression of dissatisfaction from a client, whether oral or written, and whether justified or not.

Who should attend?

If you have to handle customers who are unhappy with the way they have been treated, e.g. you:

deal with complaints procedures
deal with customers on a day-to-day basis, or
run the “Help desk”

How delegates will benefit and what you'll learn
how to deal with complaints fairly, effectively, consistently and promptly.
how to delegate the complaint quickly to the appropriate person
understand why the FSA focus on this area and what are their requirements
respond positively and calmly even when a customer has lost their temper
turn complaints into opportunities for your business
recording and reporting complaints

Training Approach

This Handling Complaints workshop uses a combination of trainer input, knowledge sharing with interactive syndicate work and case studies

Group size is kept to a maximum of 12 to facilitate sharing of experience amongst the delegates

Your Tutor

See our portfolio of Management Development Tutors

Programme Outline

SESSION	AIM	CONTENT
Why the focus on complaints?	To understand the importance of dealing properly with complaints for your business	The business perspective The regulators perspective Recognising a complaint – examples Syndicate exercises – Identify complaints and your initial response
Handling complaints	To know how to respond when the complaint is made	Understand the customers perspective Sharing your experience as a complainer The first reaction matters How to listen
Effective communication	To learn communication techniques that will work • Developing the right attitude	How to sound confident, caring and helpful - building rapport Active listening Gathering and recording the information
Dealing with anger	To practice calming the situation • Empathising with the customer's concern	Defusing a difficult situation Gaining the customer's respect and understanding Identifying common ground
Creating real satisfaction	To re build the customers confidence in your customer	Agreeing a remedy Let the customer know what can/will be done about their complaint Taking responsibility for the work to be done Improving understanding Anticipating future requirements
Your change plans	To identify your checklist for handling future complaints	Creating a personal checklist that you will work through when a compliant comes in

To book this course or for further information please call us now on 01327 858292 or e-mail info@ctp.uk.com

Corporate Training Partnerships - Championing the Compliance Culture

Booking

If you are interested in booking this course, or if you have any questions, please call call us on 01327 858307.

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““The review of our T&C scheme carried out by CTP really tested our controls and showed us how to make the approach more efficient in a practical and business focused context.”
- Liz Cameron, Head of Direct Sales Compliance, Scottish Widows
“Very timely, excellent content, covered a lot in a short time.”
- by Nicky Christofides, Head of Compliance at GE Money
“CTP provided us with a versatile range of training services from e based testing to technical modules and skills training for our advisers and sales management. They work quickly to satisfy deadlines and think creatively to achieve sustainable results. ”
- Ian Lockhart, Sales Operations Director, Scottish Widows
“I would recommend this event on Understanding Insurance Accounting to anyone new to the insurance industry whether or not they are proficient in financial accountancy. ”
- David Statham, Group Internal Auditor, IGI Insurance
“Role play situations really helped to put the theory of the course into an understandable context that I could relate to.”
- Countrywide
“An excellent industry focused overview of the subject pitched at the right level for all attending. We took value from the day as a team.”
- Barclays Insurance Services Ltd
“Good structure, content and pace of learning”
- Group Compliance Manager, Clarke Roxburgh
“An excellent all round briefing with detail and in depth exploration where necessitated”
- Tim Sierwald, Audit Manager, Assurant Solutions
“The session really made me think about the how to apply the theory of Risk Based Management. Lots of great thought provokers and break out sessions were extremely useful. ”
- Anna Mansbridge, Business Quality Technician, Allianz Cornhill
“We commissioned CTP to undertake a competency review. They listened well, spoke our language, took time to understand our needs and provided a workable solution in a cost effective manner.”
- John Moffatt, Compliance Director, Riverstone
“Pitched at appropriate level with good mix of tell and activity based learning”
- Legal & General
“A difficult subject communicated effectively and in a relaxed manner. Thank you.”
- S J Fisher, Managing Director, Colemans
“CTP have a thorough understanding of the "regulation" … but more importantly the ability to … translate it into company process efficiently and with the minimum of fuss.”
- John Constable, Head of People Development, JLT Risk Solutions Ltd
“A very succinct and highly knowledgeable explanation and presentation of the subject”
- Duncan Howorth, Managing Director, JLT
“CTP very quickly got to grips with our requirements and tailored the course to meet our needs. We had a fantastic dialogue going with our management group. ”
- MD, Assurant Solutions
“CTP's training gave me a vital opportunity to consider the Arrow 2 process and has given me a head start in preparing for this important business event ”
- Simon McCulloch, Business Development Director, Countrywide
“The trainer had superb knowledge of our company, our industry, the regulator and communicated in 'plain English'. There was no jargon. An excellent day! ”
- Ceara Joyce, Head of Risk with Profits, Legal and General
“I found this event of great benefit. Trainer is fantastic. One of, if not the, best courses I have ever been on. Thank you so much.”
- Rensburg Sheppards
“This was fantastic - I would not hesitate to go on another of these courses in the future. Thoroughly recommended. Very good -knowledgeable & approachable”
- Harsa Charman, Liverpool Victoria
“Excellent course, useful practical tools given”
- Co-operative Bank
“Essential event for anyone attending an FSA ARROW visit meeting”
- James Cooper, Financial Controller, Locktons
“Very knowledgeable course leader who used his practical experience well.”
- By Derek Wood, Compliance Manager at Skandia UK
“Useful consideration of the compliance function in the round. Some good reminders and food for thought to help benchmark where our complaince function is.”
- By David Lingwood, Group Compliance Officer, IGI Insurance Co Ltd
“Corporate Training Partnerships have carried out two major projects for us involving consultancy, project work and training of a group of our managers. We were very happy with the results of their work which are standing the test of time.”
- Karen Martin, HR and Communications Director, Britannic Assurance
“I would strongly urge senior managers in the insurance industry to attend this course which really prepares you for FSA interviews.”
- Paul Williams, regional Managing Director, Folgate (Towergate)

Corporate Training Partnerships Ltd, London Office: 60 Lombard Street, London, EC3V 9EA. Tel: 0203 1705779
Milton Keynes Office: Suite 1:20, Second Floor, Norfolk House East, 499 Silbury Boulevard, Milton Keynes, Buckinghamshire, MK9 2AH Tel: 01908 488170

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