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The Principles of Consumer Law and Customer Service - May 17th 2011
Do you know your consumers statutory rights? Do you understand your obligations regarding repairs, replacements, refunds and goodwill?
About this course
This course is designed to equip delegates with all of the information necessary to ensure that they are confident in delivering excellent customer service at all times, whilst also giving customer facing staff an insight into the essential legal issues surrounding typical furniture transactions from upholstery to fitted kitchens.
Delegates will also gain an understanding of the importance of retaining customers, particularly in light of the challenges facing many businesses within the current economic market.
What will it cover?
- The legal basics of a contract
Statutory rights - The difference between legal obligations and goodwill policies
- The most important aspects of customer service and how this
relates to your job on a day to day basis. - How it is possible to turn a customer’s complaint into a positive
experience. - How to defuse potentially challenging situations when
communicating with customers. - Consolidation – Case study from The Furniture Ombudsman
Why should you attend?
- Perform better in your current job
- Understand consumer law in practical terms
- Avoid common mistakes and misunderstanding
- Reduce the cost of dealing with customer complaints
In-house training
This course can be delivered in-house and tailored to suit your specific needs.
To discuss your requirements please contact us on the number below.
Download Booking Form
Alternatively, please call 0845 653 2064, or e-mail training@thefurnitureombudsman.org to discuss you requirements
