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Prior to the session
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Content
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Preparation
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Delegates will need to bring along two examples of their final response letters – one that upholds the complaint and another that turns the complaint aside.
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Session
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Content
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Introduction
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- Objective of training
- What you’d like to know by the end of the day
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Getting started
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- What the requirements are under DISP and what the Consumer Duty says about the FCA’s requirements for communications with customers
- What’s happening for a customer when they complain?
- How do we measure what an effective final response letter looks like?
- How we measure up, using our real examples
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Looking at the high level aspects of the letter
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- How do we know if we’re catering for our customers’ needs?
- Reviewing the components that make an effective final response letter including tone, clarity and content
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Assessing the quality of a final response with differing outcomes
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- Looking at why and how outcomes shape final response letters
- Reviewing and assessing examples of final response letters based on outcome
- How do our letters measure up?
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Getting into the nuts and bolts of language
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- What are the words that we use, that get in the way of a customer’s understanding
- Words to avoid and words that help a customer
- Review and assess our examples, how do we measure up?
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Wrap up
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- Objectives of training
- Did you find out what you wanted to know?
- Time for questions
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Finance & Leasing Association
