Workshops

If you’re looking for workshops that cover all of the key customer service topics, but can also be tweaked or completely designed from scratch to meet your individual needs, I can help.

Each workshop involves a blend of guided learning, with lots of opportunities for questions and the sharing of experiences – all within a safe, supportive environment.

‘Off the shelf’ workshops I offer

Please click on each workshop to see an outline of what’s covered. To maximise learning, most of the workshops listed here are 3.5 hours long.

What good customer service looks and sounds like

Details

  • What our regulator expects of us – including under the Consumer Duty
  • What consumers expect today
  • Accountability, and the difference between a great service and a good service
  • Communicating well with customers (face to face, over the phone and online)
    • First impressions
    • Listening and hearing
    • The importance of words and tone
    • Last and lasting impressions
  • Recognising when customers need a little more help and support
  • Spotting the early signs of a potentially unhappy customer.

Complaint handling for beginners

Details

Be clear about what the regulator’s complaint handling rules say:

  • We must do
  • When we must do it
  • How we must do it, and
  • The role they play in their firm to meet these rules.
  • Be able to identify a complaint clearly and confidently from what a customer says and/or does.

The psychology of complaints and complaining

Details

Explore how complaints come about – and how that can influence how a customer will feel (and behave) towards us

Understand what drives customers to complain, and how the act of having to complain can effect how people feel and behave

Discover what customers want and need from us when they make a complaint – and what we can do to meet both

Be aware of ‘the power dynamic’ – and how our customers see us at different points of our complaint handling process.

Developing and honing complaints handling skills

Details

  • Where and how the Consumer Duty impacts and influence our handling of customer complaints
  • How your customers complain and need to complain – the process of complaining
  • What happens to a customer while you’re looking into their complaint – the process of waiting
  • Honing our communication skills and strategies through the customer journey to pre-empt and meet our customers emotional wants and needs

Writing effective Final Response Letters

Details

  • Ensuring we cover the regulatory basics
  • First impressions – structure, looks, and length
  • Communicating our findings – our tone, and words and avoidable triggers
  • Lasting impressions – ending the letter on the right note

Consistent Distress and Inconvenience awards

Details

  • The different ways to compensate a customer
  • What a distress and inconvenience award is for
  • What does the ombudsman do?
  • Where to start and what to consider – including the ’impact and ripple’ effect

Using the phone to resolve complaints

Details

  • What more the FCA expects of us
  • What the early resolution rules say
  • Identifying what complaints are best suited to early resolution
  • Resolving complaints through early resolution (including talking to customers and the steps to follow)
  • What to do if the customer doesn’t agree.

How to handle challenging conversations

Details

  • Identifying the situations and behaviours we find challenging
  • Learning about the power of words and tone
  • How to prevent and deescalate high energy conversations

Getting to grips with root cause analysis

Details

  • What the FCA expects of us – their rules and the Consumer Duty
  • The role we play in gathering data and insight
  • The data and insight we can call on
  • What we are trying to find out
  • What can help us to find the cause/s
  • What we need to do with what we find.

Embedding the Consumer Duty into the complaints handling process/customer journey

(for people with oversight for complaint handling)

Details

  • What the FCA’s complaint handling rules already say – and the spirit and intent that sits behind them
  • Where and how the Consumer Duty impacts and influences our handling of customer complaints
  • The importance of first impressions in a pre-complaint stage
  • How your customers complain and need to complain – the process of complaining
  • What happens to a customer while you’re looking into their complaint – the process of waiting
  • Honing our communication skills and strategies through the customer journey
  • What we can learn from our processes and what customers want (and need)

Identifying customers with extra support needs

Details

  • What the regulator expects of us.
  • What being in a vulnerable situation means.
  • Identifying the signs and signals of a customer in a vulnerable situation.
  • What, why and how we ask our customers about their situation.
  • Supporting our customers – what we can do, and how others can help.
  • How we manage and record what a customer tells us.

As flexible as you need it

In-person, online or blended learning

I can offer workshops in a format that works for you, whether that means I come to you, or we do it online, or even a combination of the two.

Not just box ticking

Any workshop I run is tailored to your needs, to make sure what I’m doing is going to work.

For me, the mark of success is when I’ve provided you and your team with the information, the knowledge and the know-how to go straight back to work and start applying the learning with confidence and meaning.

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Get in touch

If you’re not sure what you need, or you’d just like to have a chat about the services I offer, get in touch.

Contact me
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