UNDERSTANDING FINANCIAL SERVICES FROM A CUSTOMER PERSPECTIVE BATESON C. Księgarnia

Understanding Financial Services from a Customer Perspective

To advise or sell any financial service or product directly to the public, it is essential to understand the relationship between the customer perception of the industry, the economic environment and the changing nature of the products available. This requires knowledge of the roles of various financial institutions, the impact of economic conditions on consumer behaviour and the key issues affecting financial services markets.

This text is designed to provide an accessible guide to these issues. It further examines the impact that customer behaviour has on influencing the products and services that are provided as well as the role played by financial regulation, including consumer protection.

Claire Bateson runs Cobalt Advantage, an independent consultancy providing specialist training solutions to the financial services industry.

Contents

Unit 1 - The role of financial services institutions in the wider business environment

Introduction to macro-economics

1.0 The money supply

2.0 Inflation

3.0 Interest rates

4.0 State of the economy and public confidence

5.0 European union and monetary policy

6.0 Major financial services institutions

7.0 Meeting customer needs

8.0 Social responsibility and ethics

Unit 2 - Describe the mainstream types of personal financial services products

1.0 Differences between regulated products and non-regulated products

2.0 Why is regulation necessary?

3.0 Regulated products

4.0 Pensions

5.0 Life assurance

6.0 Personal protection insurance

7.0 Investments

8.0 Mortgages

9.0 General insurance

10.0 Non-regulated products

11.0 Personal lending

12.0 Credit cards, debit cards and charge cards

13.0 Other intermediaries and advice for customers

Unit 3 - Identifying the key issues affecting personal financial services markets

1.0 Competitive forces

2.0 New distribution channels and rates of change

3.0 Consumer habits and demands

4.0 Suppliers and resourcing issues for financial services organisations

5.0 Government policies

Unit 4 - Legislation that affects customer rights

1.0 Customer relations

2.0 Financial Services and Markets Act 2000

3.0 The basis for banking supervision

4.0 The Mortgage Code

5.0 The Consumer Credit Act 1974

6.0 Money laundering

7.0 Fraud

Index

171 pages

Po otrzymaniu zamówienia poinformujemy,
czy wybrany tytuł polskojęzyczny lub anglojęzyczny jest aktualnie na półce księgarni.