2010 Effective Complaints Handling - Speakers

Speakers

Phil Dockerill of Corporate Training Partnerships, worked in the insurance industry for 25 years before leaving the Prudential in 2002 where he was a Training Manager responsible for design and delivery of soft skills and technical training (both financial services specific and IT). He was also responsible for developing and delivering procedures; skills and customer relationship management (CRM) training for call centre staff. Since leaving the Prudential he has consulted and trained across the industry on the effective implementation of policies and procedures designed to deliver compliance and business results. In particular he helps firms to put in place complaints processes that enable staff to understand how to apply the process and make consistent decisions about categorization.

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