Consumer Duty – Have your staff had Customer Service Training? 2nd November 9:30am – 12:30pm

EYES DOWN! Focus on Customer Service will be “huge” in our industry for some time. Firms will be looking at their plans and may identify gaps in the skill set of their staff, especially those who have a customer facing role. Don’t worry…

Create Solutions are now offering this interactive training session to our clients. It is ideal for front line staff, and it will also be of particular interest to those who are responsible for any element of the Consumer Duty .

Date:2nd November 2022     Time: 9.30-12.30pm     Delivery: Zoom  

Cost: £99 plus vat  

To book your place please email


During the morning we will look at:

  • The Consumer Duty – Understand the Regulatory backdrop (from Consumer Duty requirements)
  • Examine how your brand and culture embrace Consumer Duty
  • Understand the real cost of bad service and complaints in your organisation
  • Understanding the customer journey is important for all – no matter where you sit in the chain, we all have a responsibility
  • Consider how we and our processes make our customers feel – Are we an empathetic organisation?
  • Communication – Examine and consider our communication. How attuned are we at listening for uncertainty, checking for understanding, asking the right questions, demonstrating warmth, compassion and empathy – through our tone, pitch and pace?
  • Personalisation – Understand how our verbal communication can be impacted by script reading and how we can make this more personalised
  • Discuss how you can be proactive in your approach to Consumer Duty and how you can help your firm and ultimately the customer.


NOTE:The FCA, under its new Consumer Duty, is looking for firms to make lasting changes to their cultures and behaviours in order to consistently deliver good customer outcomes. As part of this, the FCA has stated that staff within firms will be expected to ‘act to deliver good outcomes for retail customers’.

This means putting customers in a position where they can make informed decisions; where they are presented with suitable products and services for their individual needs; and where they receive fair value for those purchases. The Consumer Duty will require all firms to put their customers’ needs first and it will be essential that staff within firms are skilled and equipped to be able to deliver on this.

Staff will receive a certificate of attendance for their records.

This will be an interactive session and we recommend that staff have video.

Places are limited so we recommend you book your place as soon as possible.

To book your place please email


Nov 02 2022


9:30 am - 12:30 pm

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