Course overview:

The Financial Conduct Authority (FCA) has made it clear that it expects to see a positive cultural shift in the way firms behave and treat their customers.

But what does that (and the Consumer Duty) now mean for the way we approach and think about customer complaints? Or the decisions and outcomes we’re expected to reach, both on individual complaints and across groups of customers?

In this session, we take an in-depth look into the role our culture plays in meeting the demands under the Consumer Duty. From how we talk about complaints and share insights, to the importance of ‘our place’ and ‘our voice’ in our firm.

We also look at the importance of a positive culture for the people we rely on to identify and handle customer complaints. And, what more we can do to make sure that we have the right people, with the right knowledge and skills, in the right place at the right time – and that we’re both able to attract and retain the right people.  

This session uses a combination of facilitator input, knowledge and experience sharing, and a discussion on the practical challenges and situations with peers in a safe, supportive environment.

By the end of the day, delegates will know:

• What a positive culture around complaints needs to look and feel like
• What is ‘your voice and your place’ in your firm – and how to engage and influence others
• The expectations on colleagues handling complaints and the level of skills now needed to ensure good customer outcomes

Agenda:

• What is a positive culture around complaints?
• How we evidence it through our insight, our responses, and our actions
• Our voice and our place – and how to engage and influence others
• The expectations on our colleagues handling complaints
• Our role in supporting colleagues – and what we can do to prevent normalisation and empathy fatigue

Take this training in-house:

This workshop is also available as an in-house programme, which means you can tailor it to exactly what you and your colleagues require. Pricing for in-house will depend on what is required. Enquire about this option by contacting our training team.