Every business will face customers who wish to express their dissatisfaction with the services provided. For this reason, it is important to establish an effective complaints process that considers the needs of all customers, including those who may be or are vulnerable.
Vulnerability and how best to support those customers who are vulnerable in the complaint process, including those customers who don’t complain is becoming a topical issue for firms.
The FCA’s framework for best practice when supporting vulnerability puts the onus very much on businesses to drive positive change and support vulnerability alongside their recent consultation to improve the way firms report their vulnerable customer complaints. With complaints handling, how can firms put this guidance into action to ensure the consistently fair treatment of vulnerable customers?
In this 1-hour workshop, Jenna Birchall will share key insights into essential best practises to support all customers through the complaints journey and the customers who don’t complain.
We will cover:
- Understanding the challenges front line teams face when handling complaints and how to support colleagues
- Supporting frontline colleagues to resolve complaints (setting up frontline teams for success to confidently discuss a complaint with a customer)
- Identifying and Recording Complaints (How to support customers who are or may be vulnerable, and your vulnerable customers who don’t complain)
- Practical takeaways for Complaint Handling for your frontline team members
- Useful phrases and responses resource
