Complaints Handling - ZISHI

Complaints Handling

In this one-day course you’ll learn how to create an effective and sensitive complaints procedure that will help you keep your customers (who may have otherwise gone in frustration to your competitors).

CPD:

6 CPD Hours

complaints-handling

Course available in-house:

Yes

Price per person (Ex. VAT): Provided on request

COURSE OVERVIEW

You need to make it easy for customers to complain. What an aggrieved customer hates more than anything is a complaints process that’s opaque, complicated and onerous. The regulator couldn’t agree more.

The FCA expects you to treat your customers fairly. Which means you must have a straightforward, transparent and fair complaints process. If complaints handling is not high up on your agenda, now is the time to put it there.

But handling complaints is about more than showing the regulator that you’re treating customers fairly, it’s about actually treating your customers fairly. Your complaints procedure can have a profound effect on how your customers think and feel about your firm.

 

Good complaints handling is good for business

Turn customer anger into loyalty – Successfully resolve a customer’s complaint and they can become one of your most vocal advocates. Not only do you keep an account, they will be spreading the word that you’re a firm that looks after its customers.

Show you have nothing to hide – Perhaps by hiding away its complaints procedure, a firm hopes a customer won’t complain. Smart firms know a visible complaints process reassures prospective customers and makes you more trustworthy.

Placate the silent unhappy – Not every aggrieved customer will complain. For every person that complains about an issue, there will be many who protest silently by leaving for your competitors. A visible complaints procedure shows all your customers just how seriously you take this issue.

 

The Course Agenda

Environment and background to Financial Services Regulation

  • Rules verses principles
  • Fair treatment of complainants
  • Finding and correcting root causes

 

Complains handling procedures

  • Eligible complainants
  • Dispute Resolution (DISP) Rules
  • Company Procedure

 

Financial ombudsman Service

  • Procedures and decision making

 

Recognising complaints

  • The definition of ‘complaint’
  • Examples of complaint exercise

 

Effective implementation

  • The complaints journey – customer experience exercise
  • Factors affecting outcomes
  • Internal factors affecting outcomes
  • Creating customer satisfaction

If you have any questions about this course, please feel free to get in touch via email on info@thezishi.com or by calling 01908 395243.

In this one-day course you’ll learn how to create an effective and sensitive complaints procedure that will help you keep your customers (who may have otherwise gone in frustration to your competitors).

CPD:

6 CPD Hours

complaints-handling

Course available in-house:

Yes

Price per person (Ex. VAT): Provided on request

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