If you've got some questions about how our straight talking, no nonsense consultancy can help you, or if you just want a natter about what consultancy from CWSL could look like for you, get yourself booked in for a chat.

We promise it won't be loads of cringe selling. It'll be an open and honest chat and then you can decide if we're the people for you. Nice and simple.

If you've got some questions about how our our expert resource could help you with your complaints, or if you just want a natter about what our expert resource could offer, get yourself booked in for a chat.

We promise it won't be loads of cringe selling. It'll be an open and honest chat and then you can decide if we're the people for you. Nice and simple.

If you've got some questions about how our how our online academy can help you, or if you just want a natter about how it all works get yourself booked in for a chat.

We promise it won't be loads of cringe selling. It'll be an open and honest chat and then you can decide if we're the people for you. Nice and simple.

If you've got some questions about how our fun but informative workshops can help you, or if you just want a natter about how workshops from CWSL work, get yourself booked in for a chat.

We promise it won't be loads of cringe selling. It'll be an open and honest chat and then you can decide if we're the people for you. Nice and simple.

This course will:

Provide a better understand what the D&I award is for and how you can make better use of it to resolve complaints

Demystify the process of arriving at a Distress and Inconvenience award, without a matrix/spreadsheet

Increase your confidence in pitching that award to the customer and potentially the FOS

This course will:

Explore customer behaviour and it's impact on your letter

Focus on the importance of tone, clarity and timing to maximise the impact of your letter

Discover the key ingredients to include to ensure your customer is receptive to the outcome

This course will:

Uncover why complaints get referred to the FOS

Explore the FOS' process and the key things to look out for when engaging with them

Discover what you can do to reduce the likelihood of referral to the FOS

This course will:

Demonstrate how to engage empathy and emotional intelligence, even in difficult situations

Explore critical thinking and conflict resolution skills

Discover the three Ps of effective complaint handling

Working from home? What you need to ensure your productivity and motivation don’t evaporate

This course will:

Demonstrate how to build rapport and show empathy over the phone

Explore how to deal effectively with customer emotions over the telephone without escalating things

Build your confidence on the phone including dealing with nervousness and
managing calls – beginnings, endings and the middle bit