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Seb Anthony

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Treating Customers Fairly?

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Hi

Does anyone have any suggestions (ideally based on experience) for making TCF training in the Financial Services Sector a) more interactive b) more interesting and c) more relevant to an organisation.

I'd be really interested in anyone's thoughts and more than happy to share what I've been doing up to now.

Many thanks,

Jo
Jo House

2 Responses

  1. TCF Session
    Hi,

    I am currently working on what may be the same issue!!!

    My initila thoughts are to link to company vision and values and get group to establish ways they can impact on the guidelines??

    Happy to share thoughts via mail

    [email protected]

  2. Building on an existing culture of fairness
    We’ve added TCF to our inudction training and implemented training to existing staff. We’ve had to target different groups, firstly those who work in the call centres and then those who work in our support departments. We’ve really not changed the way we deal with customers so the issue for us has been to highlight were we already treat customers fairly. We also spend time discussing with the group what is fair and this generates much feedback on how fair means different things to different people.
    We have case studies from our own business to evaluate for their fairness. We also evaluate our processes to see if during our training they can become fairer.
    We have the usual presentation and information on our intranet sites so our training even with roles not customer facing is to talk though how what we do affects our customers. Happy to discuss further via e-mail

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