Course curriculum

    1. Welcome!

    2. How to complete this training

    1. Introduction to Complaints Handling

    2. Complaints Handling - The Basics

    3. Quick Quiz - DISP - The Basics

    1. Why are soft skills important?

    2. Complaints and Soft Skills

    3. Listening Skills

    1. Investigating Complaints - Maze

    2. Investigating Complaints - Key points

    3. Communication Skills

    4. Negotiation Skills

    1. Complaint Resolution Rules

    2. Complaints Resolution Rules - Summary Resolutions

    3. Forwarding, Recording and Reporting

    4. Emotional Intelligence

    5. What about our Situation?

    6. Root Cause Analysis

    7. What about our situation?

    1. Who are the FOS?

    2. The Financial Ombudsman Service - Processes

    3. Quick Quiz - The Financial Ombudsman Service

About this course

  • £20.00
  • 26 lessons
  • 0.5 hours of video content