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Financial Training Training

Financial Training

FSA Regulated Complaint Handling

Duration
2 day

This programme will help delegates handle complaints in a compliant and customer focused way which in turn will ensure they treat all of your customers fairly.

Course Objectives

By the end of the face to face workshop delegates will be able to resolve complaints consistently and effectively to your company standards, whilst also ensuring they adapt their communication style to the customer to ensure they are treated fairly whilst also receiving first class service. This will be demonstrated in group discussion.


Course Agenda

  • Background to 'Treating Customer’s Fairly', linking into company cultural messages where applicable
  • Review of pre course work
  • Review of company audit procedures for complaint handling
  • 4 stages of learning (unconscious incompetence – unconscious competence)
  • Impact of assumptions
  • Review of basic communication skills
  • Enhanced communication skills – how we prefer to communicate, spotting our customer’s preference, and adapting to suit the customer
  • Spotting customer preferences in a complaint handling situation
  • Group exercise to work through a number of company specific , real complaints, and discuss the model answers. This discussion includes assumptions made about the customer, the impact this has had on the way the complaint was handled, the procedure that was followed and the outcome – was it fair and reasonable?
  • Course review and close

A 3 day version of this programme is also available for supervisors. The content mirrors that above, however day 3 then includes key principles of coaching and further exploration of company specific audit procedures.


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  • In-house Training

Run this course in house and tailored to your requirements.

Call +44 (0) 500 734 734 or enquire online.

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