QLD Resolve Disputes Face to Face 1 day program
At the most basic level, disputes arise when there is a difference of opinion. It is inevitable that disputes will arise in your dealings with customers even if you are providing exceptional customer service. This unit equips you with the skills, knowledge and ability to investigate, negotiate and resolve disputes between financial services customers and organisations. It is relevant to job roles in any sector of the financial services industry as part of a formal internal dispute resolution process.
This course deals with the keys aspects of resolving disputes
Establish that a dispute exists – including how to ascertain the grounds for dispute, identify and contact the relevant parties, verify that organisational policies and procedures have been complied with, and assess the information at hand;
Investigate the dispute and determine the action to be taken – including how to identify relevant information from previous dealings with the customer, keep the customer informed, and making resolutions that are considered and compliant with relevant policies, procedures and codes of practice;
Resolve dispute – including how to inform the customer of the decision and negotiate as necessary, resolve disputes in a non-litigious manner, and respect the rights of the customer at all times; and
Finalise dispute – including how to record and communicate outcomes, prepare appropriate documentation, attend to the decisions of external dispute resolution bodies, and complete all final documentation requirements.
- 09 May 2018
- 215 Queen StreetBrisbaneQLD
- Tattersalls Club
- 9am - 4.30pm
- AICM Members $850.00
Non Member $950.00
- CCE Points