Complaints Quiz

A customer calls to log a complaint; this is resolved and recorded on the Resolve.

What will the customer receive?

• SRC

• CCR

• CRS

True or False;

We would log these as a complaint :

Customer makes it clear that they were unhappy and wanted to make a complaint

Customer calls showing dissatisfaction and we refund them their excess fee

• False

• True

If you are unsure if the customer accepts your resolution what must you ask?

• Is there anything else I can help you with?

• Does that resolve your issue today?

• Are you satisfied?

True or False

Would you log these as feedback:

Customer shows no dissatisfaction but we refund them.

Customer calls with an issue we offer no redress/refund.

• False

• True

What key information does the Summary Resolution Communication contain?

• It contains all the relevant information to assess a loss and theft claim

• It contains all the different sharepoint surveys

• It gives the customer information that their complaint was resolved and their FOS rights

What is an upheld complaint?

• We have made an error

• The customer has made an error

If the customer displays dissatisfaction but doesn’t make it clear that they want to make a complaint, under what circumstances would you track this as a complaint?

• You have given them a redress/refund

• You have cancelled their claim

• You have rejected their claim

• You have given them a replacement

If a claim is rejected by an agent where does this escalation go?

• CR

• Manager

• Another more experienced agent

Why it is important to select the correct Root Causes?

• It allows us to establish the reason why the customer is complaining/feedback in line with the FCA regulations

• It allows us to establish if the tracker is functioning correctly.

• We use these to look at trends to continually improve as a Business

If a claim is rejected by Fraud where does this escalation go?

• CR

• Manager

• Fraud