Most financial services firms are committed to customer service or even customer centricity, and most certainly have no intentions to treat their customers unfairly.

Yet, after completing the Treating Customers Fairly self-assessment questionnaire published by the Financial Services Board (FSB), often a number of shortcomings in Treating Customers Fairly become apparent.

Business leaders need to manage the risk that their customers may experience any unfair outcomes when dealing with their company.  The unfair outcomes that we need to watch out for are explicitly defined in the FSB’s new TCF framework.

After completing the FSB self-assessment, you will be required to design  your own self-assessment, or audit, being more detailed and specific to the workings of your particular business.

The TCF gaps that are identified through these self-assessments and other mechanisms which we can discuss with you, then need to be closed.  You will need to set responsibilities and deadlines and report on your progress in this regard.

Customer-Mind provides:

  • Consulting and facilitated sessions to assist you in the self-assessment process or in the design of your own tailored self-assessment tool
  • Consulting and facilitated sessions to plan, implement, measure and manage an integrated, customer-centric approach to addressing shortcomings in Treating Customers Fairly
  • Briefing sessions for your internal audit team
  • Numerous additional services in consulting, training and research if your TCF gaps pertain to your:
    • Leadership and governance
    • Customer communication
    • Complaint management
    • Customer need identification
    • Service standards
    • Meeting customer expectations

Would you like to find out more?

Customer-Mind is a customer-focused, problem-solving, knowledge-sharing company.  Contact us – we would be delighted to talk with you about identifying and closing any TCF gaps you might have.