Questions, Inquiries, and Complaints, and the CFPB

Course Overview: Do you know the difference between a question, an inquiry, or a complaint? If you’re thinking they are all the same, think again. When interacting with your customers, you will handle each a little differently. This course will help you differentiate and know how to respond effectively to each. You will see that the CFPB protects consumers, and some complaints become public on their site. Learn to resolve questions, inquiries, and complaints before they get to the CFPB.

Learning Objectives:

• To differentiate questions and inquiries from complaints

• How to respond to each

• Why complaints need to be handled with care

• How the CFPB protects consumers

• Risks involved in not properly handling complaints

 Audience: All customer-facing staff

This course takes approximately 30 minutes to complete.

*This course does NOT qualify, nor meet the National Standard for NASBA accreditation.