Good customer service is essential for the success of any organisation. Especially when things don’t go to plan. While in the past social media has opened up new avenues for customers to vent their frustrations. Ignoring customers could, therefore, lead to loss of business and reputation.
Training staff to understand the significance of complaints, unregulated and regulated, and how to manage them is vital for maintaining good relations with customers and complying with the Financial Conduct Authority’s (FCA) dispute procedures. The FCA requires regulated firms to document all their complaints procedures and make them available to customers on request.
Firms are also expected to resolve complaints within set timeframes. Failure to handle regulated customer complaints in a timely manner will lead customers to escalation to the Financial Ombudsman Service (FOS) with a potential compensation awarded to customers.
Our new immersive eLearning course looks at the role of customer services staff and their obligations when it comes to processing regulated customer complaints. Learners will go behind the scenes at the fictional firm Monimate, to explore how to deal effectively with regulated complaints and keep customers happy. Your challenge is to make the right decisions when dealing with dissatisfied customers with the goal of achieving a top-star Trustzar rating from customers based on the service you provide while complying with FCA’s requirements for complaints handling and dispute resolution.
Find out more about our new course HERE.
The Customer Complaints Handling eLearning course joins our suite of FCA Compliance courses.
FCA Compliance eLearning from DeltaNet International
To find out more about the complete suite of FCA Compliance courses from DeltaNet International, download our FCA Compliance Essentials brochure.