One day workshop #2 - 17 October 2019
Final Response Letters that get the right results
One day workshop - 17 October 2019
The Fundamentals of Complaint Handling
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We're proud to announce that we'll be working with UK Finance and PIMFA to present our most popular workshops

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Workshop - Final Response Letters that get the right results

In this workshop we look at what to do before even sitting down to write, getting the balance of evidence right, what you should and shouldn’t say, and how to say what you want to say in a way that works for you and your customer.

By the end of the day you will:

  • Have a deeper understanding of what needs to be done before sitting down to compose a Final Response Letter – and why it’s worth the effort.
  • Know what a great Final Response Letter looks and feels like – and how to write one.
  • Know what to do to maximise the chance of resolving the complaint. Well.
  • Learn when to negotiate and when not to.
  • Find out how to best respond to repeat complainers.

For more information and to book your slot please click the button below.

If you have any questions, please get in touch on hello@cwsltraining.com

Days
Hours
Minutes
Seconds

Workshop - The Fundamentals of Complaint Handling

This one-day training workshop will help you get under the skin of complaints, to get to the bottom of what’s really going on and what your customer really wants. What to avoid doing (and saying) and what to do to get things back on track.

This workshop will help you:

  • Build on what you need to do under the basics of DISP
  • Understand what drives people to complain, and what can get in the way
  • Know how people think, feel and behave when they complain
  • Avoid common complaint handling mistakes
  • Have the best chance of reducing unnecessary escalations and referrals to FOS
  • Use root cause analysis to learn how to identify and remedy complaints

For more information and to book your slot please click the button below.

If you have any questions, please get in touch on hello@cwsltraining.com