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true or false: The details for the FOS is included in the FRL
TRUE BRU!
full word for FRL
Final Resolution Letter
how long do we have to resolve PSD2 complaints
35 working days
what is the timescale for a response for feedback?
none
what team drives changes in the business?
full word for SRC
Summary Resolution Communication
which day is the letter of acknowledgement sent to the customer?
Day 3/Day 4
what are the times the CRT line is open?
8:30-4pm
explain material inconvenience
the time that someone spends or effort theyve had to go to as a mistake that VBG has made. This can include any physical or mental suffering arising from something we have done wrong, or even where someones reputation has been negatively affected as a result of our actions
what can a customer request under section 78
customer can request a copy of their credit agreement under section 78
why should we learn to love complaints
Benefits both company and the customer
Builds connection and brand loyalty
Root cause analysis
what should you do when the customer wants to complaint but after your conversation the customer accepts your resolution on the call?
Raise complaint on Respond and mark that the customer accepted your resolution
name 8 rules under GDPR
the right to access
the right to data portability
the right to be forgotten/erasure
the right to object
the right to rectification
the rights related to automated decision making
the right to be informed
the right to restrict processing
what is empathy?
putting yourself in the customers shoes/acknowledging and affirming the customers feelings
what is sympathy
taking on the customers emotions
How long after the 56 days does a customer have to take their complaint to the Ombudsman?
6 months
5 ways complaints benefit the customer
feel valued
appreciated
better user experience
improved customer journey
education opportunities
better understanding of who we are as a company
builds trust with the company
Complaints surrounding irresponsible lending, ROP and Value Saver
2 behaviours that demonstrate you are listening?
Verbal Nods
Using appropriate responses
Confirming the information back to the customer
Ask question to gain full situational understanding
5 ways complaints benefit the business
root cause analysis opportunity
shows who we are as a company
connect with our customer
proactively make changes that benefit future customers
improve effeciency of processes
retain customers
increase brand loyalty
reduce future complaints
improved reputation