Customer Service & Ethics (CILA DP3) Exam Preparation

Description

This three-part programme is designed to equip loss adjusters and specialists with the necessary knowledge and skills to prepare for the CILA DP3 exam.

The session will focus on the practical application of customer service principles, ethical decision-making, regulatory compliance, and professional standards within the loss adjusting profession. Participants will engage in interactive discussions, real-world case studies, and exam-style questions to reinforce their understanding and exam readiness.

What you will learn

Session 1: Fundamentals of Customer Service
SessionDuration
3 hours

Session content

• Icebreaker: Discuss recent examples of customer service experience and analyse their impact (good/bad)
• Understand the Fundamentals of Customer Service in Loss Adjusting
• Define customer service and explain its significance in the loss adjusting process.
• The impact of customer interactions on reputation, trust and claim resolution. 
• Recognise the different stages of customer interaction and the impact on service quality.
• Map customer interactions and discuss challenges at each stage. 
• Measure and Manage Service Quality Effectively
• Review the SERVQUAL Model (Reliability, Assurance, Tangibles, Empathy, Responsiveness) to assess service quality.
• Apply the SERVQUAL Model to a case study to analyse what went wrong. 
• Practical Application: Service Quality
• Engage in mock customer interactions, applying SERVQUAL principles.
• Peer & instruction feedback to identifying gaps in perception, delivery, and communication.
• Discuss common service gaps and strategies to enhance customer satisfaction. 
• Wrap-Up and Key Take Aways
• Summary of key learning points
• Homework:
• Conduct a self-assessment on your own customer service approach using the SERVQUAL model.
• Read about the Consumer Rights Act 2015 and FCA Treating Customers Fairly (TCF) principles (for Session 2).

Session 2: Complaints Handling, TCF Principles & Ethical Decision-Making
Session Duration
3 hours

Session content

• Discuss homework findings:
• What did you discover from your self-assessment using the SERVQUAL model?
• Handle Complaints & Apply Treating Customers Fairly (TCF) Principles
• Understand the Consumer Rights Act 2015 and the Financial Conduct Authority (FCA) TCF regulations.
• Overview of legal responsibilities for loss adjusters. 
• What happens if these regulations are breached?
• Develop effective complaint handling techniques to maintain trust and professionalism.
• Communication and empathy techniques.
• Use of structured responses. 
• Case Study Review: Poorly handled complaints. 
• Explore Ethics in Loss Adjusting and Ethical Decision-Making
• Deep dive ethical theories and how different ethical perspectives impact decision making in the business environment. 
• The application key ethical theories in professional decision-making. 
• Recognise common ethical dilemmas.
• Ethical decision-making models and the steps to assess and resolve ethical conflicts
• Evaluate sample ethical scenarios, evaluate solutions and propose the best course of action. 
• Wrap-Up and Key Take Aways
• Summary of key learning points
• Homework:
• Read about Corporate Social Responsibility (CSR) and Whistleblowing policies (for Session 3).
• Review sample DP3 exam questions on customer service and ethics.

Session 3: Corporate Ethics, Social Responsibility & DP3 Exam Preparation
Session length
3 hours

Session Content

• Discuss homework findings:
• Insights from CSR and whistleblowing policies.
• Thoughts on DP3 exam sample questions.
• Corporate Governance & Ethical Leadership
• The role of company policies, leadership, and employee conduct in ethical service.
• Corporate Social Responsibility (CSR)
• How CSR impacts customer trust and business performance.
• Review examples and best practices from wider industries. 
• Whistleblowing Policies & Ethical Reporting
• Why employees hesitate to report wrongdoing.
• Best practices for protecting whistleblowers.
• How to encourage ethical conduct and foster an ethical culture internally?
• Prepare Effectively for the DP3 Exam
• Learn how to structure answers for DP3 exam questions.
• Understanding command words (describe, evaluate, compare, etc.)
• Providing structured, evidence-based responses
• Review sample DP3 Questions 
• Attempt practice questions.
• Guided feedback session: Discuss strengths & areas for improvement.
• Final Case Study Challenge: Ethics in Action
• Scenario-based Challenge: Tackle a complex case involving customer service, complaints, and ethics.
• Peer & Instructor Feedback
• What were the strongest arguments?
• What could be improved?
• Wrap-Up and Key Take Aways
• Summary of key learning points and Q&A
• Resources for further study and prep ahead of the DP3 exam.