Course outline |  |
Three lessons cover:
- Introduction to TCF
- Six consumer outcomes
- Culture
- Product design
- Communication
- Advice
- Product and service expectations and standards
- Post sales barriers
- What TCF is and what TCF is not.
Topics include:
- Why TCF is necessary
- How the Financial Services Authority monitors TCF
- How TCF affects different aspects of the business such as leadership, strategy, decision making, controls, recruitment, training, competency and reward.
Course length: 20 minutes
An assessment at the end of the programme tests the learner in all areas of the programme and it is necessary to achieve at least 70% to pass.
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Unique features | |
- Scenario based – the six consumer outcomes are illustrated by six characters and the learner needs to decide which of the outcomes applies the most to each character. This refreshing and lively approach enables learners to gain knowledge from learning materials based on real life situations.
- Different learning techniques are used to suit all types of learners including video, question and answer and recaps of knowledge
- Short questions test the learner’s understanding of the information provided
- A separate, downloadable learning aid (notes) provides a short summary of the key elements of the programme, enabling the learner to recapture essential information.
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Benefits for employers | |
- Improved customer focus leads to customer satisfaction which will be reflected in the bottom line
- Certificates are produced to evidence completion of the programme
- Demonstrates commitment to FSA principles to establish an appropriate culture in order to deliver the relevant consumer outcomes for a business
- As an online programme employees are able to access learning around their work commitments
- Demonstrates an employer’s commitment to quality and fairness and provides an opportunity for a firm to emphasise the role of ethics
- A thorough final assessment tests and reinforces the learning undertaken during the programme and allows employers to be confident that staff have benefitted from learning
- It is developed by the industry for the industry
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Benefits for employees | |
- Employees will enhance their understanding of working in a customer service environment
- Enables employees to gain the confidence which will help them to perform their role more effectively and give them a firm base on which to build their skills and knowledge
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