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Date/Time
Date(s) - 07/06/2017
9:30 am - 5:00 pm
Location
TBC
Categories
Name of Event
7 June London
Who should attend?
This course is ideal for any client facing personnel and those responsible for the investigation and management of complaints
.
What are the outcomes of attending?
Complaint handling procedures
- DISP – Understanding the Dispute Resolution handbook
- Application to non-eligible complainants
- Are your complaints procedures aligned? What are the gaps?
Financial Ombudsman Service
- Understand the latest FOS trends
- Learn to avoid common problem areas
- Review real life cases
- How to improve performance
Recognising complaints
- What’s the definition of a “complaint”?
- Complaint forwarding
- Examples to learn from
- What is root cause analysis? Why bother with it? How do you implement it?
Effective implementation
- What are the benefits of effective complaint handling?
- Understanding your complainant’s expectations
- Improving interpersonal and communication skills
- How to deal with emotional complainants
- Internal education and implementation
Creating real satisfaction
- How to investigate objectively
- What are the wider circumstances?
- How to decide on an appropriate response
- Presenting that response to the complainant
Who is running the workshop?
FSTP
What have previous delegates said about this workshop?
How much does it cost?
Single Booking £595.00 +VAT
Multiple Booking £535.50 +VAT
How do I book?
Call 0203 178 4230 or email info@fstp.co.uk today
