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TRAINING

Webinar: A Trader’s Obligations To Vulnerable Consumers

Course information

Start Date

Wednesday 20th October 2021

Registration closes

Wednesday 20th October 2021

Length

20 minutes

Price

£10.00

What does the webinar cover?

In this 20 minute webinar, we will cover;

  • What makes someone vulnerable?
  • Legal Considerations
  • Selling to customers in their own home
  • Rules of Etiquette and Protocols for Managing a Project
  • Top Tips for Inclusive Policies

Why you should attend

By understanding their obligations and cultivating a culture of inclusivity when formulating policies, businesses can ensure that they are accessible to all of their customers and potential customers.

What are its aims?

The two-day programme will deliver a good understanding of legislation and understanding 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
  • 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.

What will you gain from attending the two-day programme?

  • City & Guilds accredited training with measurable outcomes.
  • Module Guides providing delegates with sustainable knowledge to take-away.
  • Professionally delivered by experienced trainers in an engaging and interactive way.
  • Successful delegates will receive a City & Guilds accreditation (Level 2).

In 2019, 100% of delegates who attended our City & Guilds accredited training said they would recommend it to a colleague.

In this 20 minute webinar, we will cover;

  • What makes someone vulnerable?
  • Legal Considerations
  • Selling to customers in their own home
  • Rules of Etiquette and Protocols for Managing a Project
  • Top Tips for Inclusive Policies

By understanding their obligations and cultivating a culture of inclusivity when formulating policies, businesses can ensure that they are accessible to all of their customers and potential customers.

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

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
  • 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

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.

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.

  • City & Guilds accredited training with measurable outcomes.
  • Module Guides providing delegates with sustainable knowledge to take-away.
  • Professionally delivered by experienced trainers in an engaging and interactive way.
  • Successful delegates will receive a City & Guilds accreditation (Level 2).

In 2019, 100% of delegates who attended our City & Guilds accredited training said they would recommend it to a colleague.

Trainer

Judith Turner

Judith read Law at King’s College London for 3 years before graduating with honours in 1998. She then went on to complete the Legal Practice Course (LPC) and a training contract before qualifying as a solicitor in 2001.

Course trainers

Judith Turner

Judith read Law at King’s College London for 3 years before graduating with honours in 1998. She then went on to complete the Legal Practice Course (LPC) and a training contract before qualifying as a solicitor in 2001.

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