By Trevor Slater

Duration: 55:07

Whilst complaints are a great way to improve your business it is good to learn from them and reduce the likelihood of complaints especially those that can escalate.

In this session Trevor Slater who has over 20 years’ experience in financial complaint handling will discuss:

• How to use complaint information to improve your business and how to ensure it is captured.
• What are the ramifications of not learning from complaints.
• What are the warning signs of a potential high need client (one that is likely to create a complaint).
• Some simple tips on how to stay out of trouble.

Trevor will also talk about a recent case study and what can be learnt from it.