Consumer Law and Customer Service (Modular Training for Service Providers)

What does the course cover?

Consumer journey timeline dealing with the law, practical examples and effect on consumer. Practical advice for traders within the legal framework. Industry specific examples.

The modules follow the chronology of the customer journey:

MODULE 1 : Drafting fair terms and conditions and preparing contractual documentation.

MODULE 2: Pre-contract considerations; information and scoping; pricing and advertising; dealing with consumers in their homes.

MODULE 3: Delivery and Installation – the legal standards and Implied Terms, practical advice for completion of the contractual obligations.

MODULE 4: Remedies: What the law says about the consumer’s entitlement and compensation; considerations when considering offers of goodwill.

MODULE 5: Common complaints and how to evaluate them; post-contractual issues and customer service considerations.

Upon completion of the course the trader will:-

• Understand their responsibilities under consumer law and what the consumer’s entitlement is with practical examples and case studies;
• Be able to formulate their own rules of best practice for managing their customer’s journey and experience;
• Improve their customer service and appreciate the importance of etiquette in managing installation projects;
• Manage and understand customer expectations and make offers that are fair, realistic and in-line with the customer’s entitlement;
• Appreciate the impact of the customer journey on those who are vulnerable and make adjustments to ensure their policies are inclusive and fair.

Timings

These modules will be delivered in 5 one-hour sessions every day at 4-5pm starting on the 21st February 2022.

MODULE 1: Monday 21st February

MODULE 2: Tuesday 22nd February

MODULE 3: Wednesday 23rd February

MODULE 4: Thursday 24th February

MODULE 5: Friday 25th February

Upon completion of the course the trader will:

• Understand their responsibilities under consumer law and what the consumer’s entitlement is with practical examples and case studies;
• Be able to formulate their own rules of best practice for managing their customer’s journey and experience;
• Improve their customer service and appreciate the importance of etiquette in managing installation projects;
• Manage and understand customer expectations and make offers that are fair, realistic and in-line with the customer’s entitlement;
• Appreciate the impact of the customer journey on those who are vulnerable and make adjustments to ensure their policies are inclusive and fair.

Who should attend?

The course is aimed at service provider, sole traders, SMEs and business's who provide goods and services to consumers.

Cost and payments

This course costs members £140 (Ex VAT)

Payment can be made in 3 ways:

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

By Invoice email accounts@fhio.org to register

Over the phone call us on 0333 241 3209