The overall aims of the programme are to:

• improve accuracy at work – reducing time spent on correcting mistakes and reducing customer complaints
• enhance the customer experience through improved service

This programme is suitable for anyone in a customer service role as well as many other functions within financial services firms where accuracy is paramount.

Learners are presented with a number of tools and techniques to help improve their ability to transpose data accurately, recognise common data patterns and identify accuracy errors.

Activities include:

• concentration techniques – “in the zone”
• transferring data – accurately and within a time limit
• recognising patterns
• entering names and addresses
• inserting text
• inserting numerical data
• identifying accuracy errors
• customer reaction to error

Topics include:

• How we deal with visual data
• Concentration techniques
• Observation powers and attention to detail

Tips are given to provide learners with ways of ensuring that they get things right first time. For example, ideas for checking for errors such as scanning, self checking and breaking large numbers down into smaller units.

Find out more about Right First Time »

Common Topics is an interactive course structured around four key concept areas:

• Investment Options: Risk & Return, investment routes, investment types and funds
• Underwriting; how morbidity and mortality affect premiums, and the considerations the underwriting process looks for.
• How Products Are Sold: the two main distribution channels (Financial Advisers and Direct Marketing)
• How Products Are Charged And Paid For: The different types of commission, fees and charges associated with selling and servicing a product, and the three stages of a products lifecycle they can be applied to

This course draws out the common topics found within the Introduction to Products Series including:

• Protection
• Retirement
• Savings and Investment
• Mortgages

Find out more about Common Topics »