£450 – £540

Consumer law and customer service City & Guilds accredited course

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Stevenage

Stevenage

SG1

United Kingdom

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Event description

Description

Join our experts and colleagues from leading companies across the UK to gain the knowledge you need to manage complaints effectively and understand consumer law. This two-day City & Guilds accredited course was design to cover both the behavioural and legal needs of any customer service department, or staff who come in contact with customers on a daily basis.

Day 1 – Legalities

Introduction to Consumer Law
Definition of Statutory Rights
Consumer Legislation
What makes a Contract?
Limitation Act
Guarantees

Two Consumer Acts
Sale of Goods Act 1979
Supply of Goods and Services Act 1982

Consumer Rights Act 2015
Key Changes
Bringing knowledge up to date

Managing Complaints
Loss of facilities
Pricing of goods / services
Damage to property

Compensation
What to consider
Remedies
Pecuniary and non-pecuniary losses
Negligence
Making offers

Examination

Day 2 – Behavioural

Understanding Customer Strategies
What is a complaint?
Understanding what drives the complaint
Exploring the four customer type
2

Negotiating
How important is it for you to win?
Presenting an ‘illusion of choice’
The importance of rehearsal and alternatives

The importance of Language
How we process information and the use of words
Words that can be unhelpful
How to say “No” without using the word
Why would I trust you?
Checking for agreement

Examination


Who is this programme suitable for?

Any trader or member of staff who deals with customer complaints, either face to face, through written correspondence or by telephone.There is no length of service or eligible experience required. Our facilitators are experienced professionals. If you have any special learning requirements please contact us so we can assess your requirements and accommodate you.


Features and Benefits

  • City & Guilds accredited learning with measurable outcomes

  • Written module guides providing delegates with sustainable knowledge to take away

  • Professionally delivered by experienced trainers in an engaging and interactive way

  • Helping delegates to understand the legal and behavioural elements required to reduce the volume and cost of complaints

  • Successful delegates will receive a City & Guilds accreditation

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Stevenage

Stevenage

SG1

United Kingdom

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