Consumer law and Customer Service - City & Guilds accredited

Introduction

A two-day training course which has been developed to support providers of goods and services to raise standards across its customer service provision.

Why you need to attend?

By understanding the behavioural drivers of complaints, this programme will help you deal with your complaints more efficiently and in a fair manner.

How? By showing you when the consumer might have a justified complaint and giving you the tools to deal with it in the right way first time around.

What are its aims?

The programme will deliver a good understanding of customer behaviours which will assist businesses to raise standards and improve the experience of their customers.

What does it cover?

Day 1: Consumer Law: Understanding How consumer law impacts on your roles.

• Introduction to Consumer Law
• Consumer Rights Act 2015 and how this has changed the legal landscape
• Other relevant legislation, such as Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• Compensation and the principles that sit behind compensation awards
• Common furniture and home improvement complaints and how to deal with them. We’ll cover common complaints, how to avoid them arising and when a third party assessment might be appropriate.
• How to identify justified complaints and deal with them quickly.
• Validation

Day 2: Complaint Management: Understanding the behavioural elements required to reduce the volume of complaints and deal with them effectively.

• Understanding what drives a complaint; how and why some customers are more demanding than others.
• How to negotiating successfully by building rapport and trust
• The Importance of Language and effective communication
• How to reach a desired outcome for your business and your customer
• Validation

Who is this programme suitable for?

Anyone working in the retail or service industries that deals with customer complaints, either face to face, through written communication or on the telephone, including:

• Customer Service Staff
• Customer Service Managers
• Store Managers
• Team Leaders or Supervisors

There is no length of service required.

Special Requirements

Our facilitators are experienced professionals who can adapt the content to your needs. If you have any special learning requirements, please contact us so that we can accommodate these.

Costs and Payments

This two day course costs members £375.00 (Ex VAT)

Non-members £425.00 (Ex VAT)

Payment can be made by:

Members

Online (via PayPal) and by Invoice click the Book/Register Now button

Over the phone call us on 0333 241 3209

Non-Members

By Invoice email accounts@fhio.org to register

Over the phone call us on 0333 241 3209