Complaints Management

You can’t keep everyone happy all the time. Great customer service is important, but sometimes things go wrong. Are your staff aware of what to do, and what the FSA rules are, when it comes to dealing with complaints?

Kineo’s Complaints Management Essentials offers your staff an insight into the best way of handling complaints, and gives them an opportunity to practise dealing with authentic scenarios.

This module builds awareness, as well as providing complaints management top tips and facts in a series of enjoyable activities and challenges. The learner will discover:

• Effective techniques to deal with complaints that can help customer retention
• The potential consequences of mishandled complaints
• The role of the Financial Services Authority (FSA) and the Financial Ombudsmen Service (FOS) in the complaints handling process
• Their personal responsibilities under the FSA complaints handling guidelines, with specific reference to the five stage process