I would have no hesitation in recommending Neil as a very motivated, focused and committed manager who has a strong, specialist knowledge of the UK Financial Services sector.
Steve Webb, Director of Business Policy, Welsh Assembly Government
Complaints handling
Objectives
- To be able to deal with complaints
- To be able to delegate where necessary
- To be able to deal with difficult and angry customers
- To be able to respond in a “fair and prompt” way and to be effective and quick in response
- To discuss procedures to be put into place
Who should attend
Anyone who may have to deal with unhappy customers.
Summary of content
- FSA requirements
- Dealing with complaints in an effective way
- Appropriate delegation
- Handling difficult and angry customers
- Being calm and positive
- Procedures and consistency
- Records
Duration
1 day
