How to Deliver Fair Customer Outcomes (TCF)
How to Deliver Fair Customer Outcomes (TCF)
Do you work in the highly regulated world of consumer credit and collections? This workshop is dedicated to helping you understand what makes a fair customer outcome. Through discussion and experience, you will consider the six principals of Treating Customers Fairly (TCF) and link them directly to what they mean within credit and collections. Using a simple concept, you will be able to understand and deliver Fair Customer Outcomes and practice the theory through real life examples.
What You'll Gain From This Course
Practical outcomes you can apply immediately in your role
Delivery of better results for customers in line with FCA consumer duty
Practice of theory and concept in a safe and controlled environment
Application of TCF outcomes within a credit control/collections environment
Who Is This Course For?
Any front-line team member within a credit control/collections environment who handles customer interactions, on the phone or face to face. It is particularly powerful for those that want to understand how to deliver better customer outcomes within the parameters of the business they work in.
What This Session Covers
- Awareness of Fair Customer Outcomes and the six principles of TCF.
- Regulatory organisations and associations that impact your organisation.
- TCF in practice and valuable customer service information.
- Selecting the right real-life Fair Customer Outcome.
- Delivering and not delivering a Fair Customer Outcome: additional key points.
- Customer service mechanisms and how to provide feedback.
Aligned to CICM Professional Standards
This training session maps to the following professional competencies
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