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Event Information

Get yourself prepared for exam success with our bitesize revision workshops!

Our CII Tutors will cover the key technical content from the chapters being discussed in each session. Clarifying complex topics with examples and discussion, and test your understanding using CII exam-style questions. SESSIONS COVERED CHAPTERS 1, 2 AND 4 EVENT INFORMATION: By the end of this session, you will be able to:

Describe what is meant by customer service and different customer types
Understand the features of good faith
Identify the need for effective complaints handling
Describe different ways to obtain feedback
Describe Data Protection legislation

CHAPTERS 3, 5 and 6 EVENT INFORMATION: By the end of this session, you will be able to:

Understand factors that affect new business and retention of customers
Describe the difference between internal and external customers
Explain the stages and barriers in the communication process
Describe the steps of ideal call structure
Explain the influence of non-verbal communication

CHAPTERS 7, 9 AND 11 EVENT INFORMATION: By the end of this session, you will be able to:

Describe the factors that trigger a negative response
Explain how conflicts can be escalated
Explain the importance of following processes & procedures
Explain what makes a team effective
Identify cross selling and up selling opportunities
Develop customer loyalty and retention

CHAPTERS 8, 10 AND 12 EVENT INFORMATION: By the end of this session, you will be able to:

Understand the importance of keeping accurate records
Describe the techniques available to manage your workload
Understand the difference between advised and non advised sales
Prepare and structure a telephone selling call
Understand the roles of the FCA and PRA
Describe the services of the FOS

How to Use

How to Use
Treat the workshop as an opportunity to clarify doubts, sharpen your exam technique, and boost your confidence for the real exam!

Come Prepared

Review your study materials and note down any topics or questions you’re struggling with.

Bring your CII textbook, notes, and a list of specific areas you want to focus on.

Be Active and Engaged

Participate in discussions and activities and don’t be afraid to ask questions.

Take notes on key points, especially tips and techniques shared by the Tutor.

Focus on Exam Technique

Pay close attention to any practice questions or mock exam sections.

Use the Workshop as a Springboard

After the session, review your notes and tackle any remaining weak areas.

Delivery / Access

The workshop will take place on Microsoft Teams. Places are limited. You’ll receive an email confirmation with the link and joining instructions.

Cancellation Policy:

The viability of a workshop is based on minimum delegate numbers.

If you need to cancel your space, please let us know in writing as soon as possible and no later than 48 hours prior to the start date and time of your Workshop.

Cancellations after this point will not be refunded unless a replacement delegate can be found, as this would impact on the course for your fellow delegates.

If BTS cancels the workshop, the cost of attending the workshop will be refunded in full.