Effective Complaints Management
Course Description
- CPD Accreditation detail: Insurance Institute of South Africa (IISA)
- CPD hour allocation: 1 CPD (online video)
- CPD registration number: EVT-20210413-0002
- Length of video: 62 minutes
Content information:
The purpose of the session is to reflect on the typical culture towards complaint handling and how to change mindset. How we use historical information to improve our processes and procedures. The effective use of information available to us in customising our service to the policyholder. Practical tips on how to deal with complaints, and finally basic overview of fundamentals, to ensure our communication is professional.
Intended Audience:
The content will be beneficial to anybody working within the short-term insurance industry.
Presentation Topics:
- Types of complaints
- What is a complaint
- Walkers and Talkers
- Social media
- Reflection on why we doing what we do
- Cost of a complaint
- Using data to improve processes and procedures
- Importance of your first interaction
- Coping in a call centre environment
- Use information at your disposal in customising service experience
- Importance of building rapport
- Lack of Communication
- Eat the frog
- Active listening
- Method of communications
- Verbal complaints
- Listen to understand
- Meticulous complaint handling
- Devise an action plan
- Agree on timelines
- Take ownership and follow through
- When to close a complaint
- Written complaints
- Standard to be maintained
- Consider alternatives to written response
- What to address in your response
- Confirming receipt and giving clear timelines
- The format of the response
- Creating a library
- Basic tips on ensuring your response is professional
Outcome:
The ideal outcome is for the viewer to see the value in complaints, the tools available to them in serving their client in a customer centric manner and effectively dealing with complaints. The viewer will walk away from this session having had a revision in the practicality of dealing with complaints, but hopefully a renewed respect for the impact complaints have to our business’s sustainability.