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Chartered Banker Response to FCA CP21_13- A Consumer Duty.pdf
Customer Experience | Financial Conduct Authority | Thought Leadership Insights | Senior Managers Regime | Professionalism and Ethics | Regulation & Compliance | Retail Banking | Leadership & Strategy | Marketing & Communication | Consultation Response
Chartered Banker Response to FCA Guidance on Fair Treatment of Vulnerable Customers (GC19-30) .pdf
Financial Conduct Authority | Customer Experience | Regulation & Compliance | Retail Banking | Professionalism and Ethics | Consultation Response
Managing the Customer Experience
Watch experts discuss how banks can go beyond customer “satisfaction” to create the best possible customer “experience”.
Customer Service: Complaint Management
Douglas Clydesdale, Senior Manager, RBS Group Complaints Policy, and experts from Queen Margaret University (QMU) discuss how complaints, the information gained from them and effective training can act as a spur to innovation.