Client Satisfaction, Complaints and Claims

Session 5 in a suite of regulatory updates the session will focus on the key issues of how we can seek to improve our relations with our clients – how to make them go WOW. Inevitably, there will be occasions when we drop the ball for any number of reasons, but hopefully we can deal with those minor and rare instances reasonably quickly, amicably and without any detriment to the client relationship.

But sometimes things do not go the way we might hope and a formal complaint is made. The session will consider how best to deal with them, and what to do if a complaint becomes a formal claim against the firm.

Ultimately, we don’t want to be wasting our valuable, professional time on defending things that have gone wrong, to the detriment of good client relations, especially in the social media age.

Learning Objectives:

• What can we do to super-please a client?
• What is the difference between a complaint and client feedback?
• When does an informal exasperation become a formal complaint?
• How should we deal with complaints?
• What if they become a claim?
• How can we settle claims in a customer-friendly way?