21 Jun 2018, London
9:30am to 4:45pm
The FCA’s complaint handling rules exist to provide a framework of what should be done and when. They provide consistency and a minimum standard for firms to work to. But what they don’t do is tell firms how best to approach and handle complaints, or talk about the impact people have on a process like DISP.
Customers don’t judge firms when things are going well. But your customers will judge a firm when something has (in their eyes) gone wrong, and when they look to you (yes you) to put it right. It’s also often the moment when a customer feels they’ve got to experience a firm’s true attitude towards its customers.
This very practical course will help you to get under the skin of complaints, to understand more about how complaining can make customers feel and react, and what they are really unhappy about. It will explore what handling complaints is like in the real world, what to avoid doing and what to do to get things back on track.
If you handle complaints or customer queries, or have oversight for these areas in a FCA regulated firm, this course will help you:
The course will be of value to those handling or overseeing complaints, and frontline and ‘business as usual’ customer queries and journeys, including Complaints, Customer Services, Customer Experience, Operations, Compliance, Legal and Quality Assurance professionals in FCA regulated organisations.
This informal workshop uses a combination of trainer input, knowledge sharing and talking through real-life situations. We recommend the group is kept to a maximum of 16 people to enable delegates to get the most out of the day.
Caroline Wells is an award-winning Customer Insight professional with over 25 years of transformational leadership in financial services. Having recently left a senior position at the Financial Ombudsman Service, Caroline has a deep-rooted knowledge of customer experience, diversity legislation, outreach and complaints handling.
As well as advising businesses in and outside of financial services in these areas now, Caroline is an independent advisor to several organisations, including Kent’s Police and Crime Commissioner. Caroline is a member of several professional bodies including, ICS, CIPR and IEDP.
|Complaining is easy?||
|Customer expectations and expectations on customers||
|Common complaint handling mistakes||
|When things just get a bit difficult||
This course can be delivered in-house at a time and location to suit your business and tailored to suit your people and organisation. We can also create bespoke training when something very specific is needed.Please contact us to discuss your requirements in more detail and at no obligation.