Online Programme: A Practical Guide to Effective Complaints Handling
PROGRAMME
Start - 10:00 - Finish 13:00
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Why do people complain?
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- What drives people to complain?
- What makes people behave the way they (sometimes) do?
- The key complaint themes for 2023
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What the rules say
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What is a complaint?
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- What is a complaint?
- How to spot a complaint
- What is root cause analysis, and do how we fit in?
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Handling the complaint
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- The importance of communication.
- Critical thinking and how to investigate well.
- Handling difficult emotions and conversations.
- Weighing up information.
- Bringing it all together.
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Assessing the outcome
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- Understanding the impact and ripple effect.
- When is the right time to make a payment for distress and inconvenience?
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Communicating the outcome
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- When and how
- What you say and how you say it
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The Financial Ombudsman Service
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- How it works and how to work well with it.
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