Certificate in Regulated Customer Care syllabus
The CeRCC qualification develops your understanding and knowledge of the regulatory and practical implications of the Treating Customers Fairly initiative. The module utilises an interactive approach to learning through the innovative START learning tool.
Covers:
- the different types of customers and their range of backgrounds, characteristics, requirements and needs
- the FSA concept of treating customers fairly (TCF), its scope and relevance, and the benefits of implementing a TCF culture at all levels in an organisation
- the status of TCF within the financial services legal and regulatory framework, including the role and objectives of the FSA and how TCF fits into FSA principles and conduct of business requirements
- the responsibilities of firms in relation to TCF and how it impacts on customer relationship management, quality of service, and staff training, competence and effectiveness
- the implications of addressing TCF in practice, in areas such as product design, customer communication before and after point of sale, and complaints handling
| Type of module: |
Part of CeRCC and Advanced CeMAP® |
| Cost: |
£135.00 |
| Study hours: |
40 - 60 hours |
| Assessment: |
90 minutes (75 multiple choice questions)
|
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Download syllabus |
| File type |
Adobe Acrobat pdf |
| File size: |
50KB |
| Number of pages: |
9 |
| Download time |
1 min |
