Course curriculum
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01
Welcome to the course!
Show Content- Welcome!
- How to complete this training
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02
Chapter 1: Introduction to complaints handling
Show Content- Introduction - Complaints Handling and the FCA
- DISP - The Basics
- Quick Quiz - DISP - The Basics
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03
Chapter 2: The Rules
Show Content- Consumer Awareness Rules
- Complaints Handling Rules
- Root Cause Analysis - The Basics
- Root Cause Analysis in more detail
- Complaints Resolution Rules - The Process
- Complaints Resolution Rules
- Competently, Diligently, and Impartially
- Forwarding, Recording and Reporting
- Quick Quiz - Complaint Handling Rules
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04
Chapter 3: The Financial Ombudsman Service
Show Content- The Financial Ombudsman Service
- Quick Quiz - The Financial Ombudsman Service
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05
Chapter 4: Soft Skills
Show Content- The skills you need
- Listening Skills
- Emotional Intelligence - why is it important?
- Developing Emotional Intelligence
- Time management
- Negotiation
- Communication
- Written Communication
- Good Communication Skills
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06
Next steps
Show Content- Final Exam
- Final Exam
- Congratulations, you have completed your training