In the third of 4 videos Trevor Slater provides some tips and trips to dealing with a customer complaints.
Part 3 is 26 minutes long, and gives an outline of the complaints process including steps to take and some advice on how to build rapport
There is half a CPD point available for each part of the series, 2 points in total. There are 4 questions to answer in order to gain CPD points.
Trevor Slater is a highly qualified and experienced commercial mediator and negotiator. He holds a Masters Degree in Conflict Resolution from La Trobe University and a Diploma of Business Frontline Management from the Australian Institute of Management.
Trevor was previously the General Manager of Financial Services Complaints Limited (FSCL). Prior to that Trevor headed up the conciliation programme at the Office of the Banking Ombudsman having moved from Australia July 2008 where he was 9 years with the Financial Industry Complaints Service (FICS) as the National Relations Manager. Prior to FICS Trevor was in the financial industry for 10 years with AMP in the complaints and negotiations areas.
Trevor has also been involved in private practice which includes running conflict resolution workshops, and conducting private mediations. He has delivered workshops and training sessions in the UK, New Zealand and South Africa.