The team at Compliance Refinery is partnering the Insurance and Financial Services Ombudsman (IFSO) to deliver a webinar about customer complaints.
Karen Stevens and Andrew Gunn of IFSO will join Compliance Refinery’s Steven Burgess and Melanie Purdey on Tuesday 3 May for a lunchtime presentation called The Psychology of a Complaint.
Purdey says handling complaints can be psychologically challenging for everyone involved and trying to understand what’s behind a complaint can be challenging for some financial advisers.
“We need to find out what are the real drivers and, from there, work out the best resolution strategy,” she says.
Panelists will detail what financial advisers need to understand about what is driving a client when they complain, and what the likely emotional impacts can be on those facing a complaint.
To register and find out more see here.