Course curriculum

  • 01
    Welcome to the course!
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    • Welcome!
    • How to complete this training
  • 02
    Chapter 1: Identifying Complaints
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    • Introduction to Complaints Handling
    • Complaints Handling - The Basics
    • Quick Quiz - DISP - The Basics
  • 03
    Chapter 2: Skills for Identifying Complaints
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    • Why are soft skills important?
    • Complaints and Soft Skills
    • Listening Skills
  • 04
    Chapter 3: Investigating Complaints
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    • Investigating Complaints - Maze
    • Investigating Complaints - Key points
    • Communication Skills
    • Negotiation Skills
  • 05
    Chapter 4: Responding to Complaints
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    • Complaint Resolution Rules
    • Complaints Resolution Rules - Summary Resolutions
    • Forwarding, Recording and Reporting
    • Emotional Intelligence
    • What about our Situation?
    • Root Cause Analysis
    • What about our situation?
  • 06
    Chapter 5: The Financial Ombudsman Service
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    • Who are the FOS?
    • The Financial Ombudsman Service - Processes
    • Quick Quiz - The Financial Ombudsman Service
  • 07
    Chapter 6: Skills in context
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    • Putting Complaint Handling skills into context
  • 08
    Next steps
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    • Final Exam
    • Final Exam
    • Congratulations, you have completed your training