Consumer law and complaint management accredited course

City & Guilds Accredited Training
“The pessimist complains about the wind; the optimist expects it to change; the realist adjusts the sails”

– William Arthur Ward

We’re really excited to be able to offer you this 2 Day Training Programme. We’ve worked really hard to make the programme innovative, engaging and educational.

We have engaged with industry experts to create a state of the art programme that is unique and right for this time.

This training programme is fully certified and we’re convinced the outcome for delegates will be a significant reduction in the cost and number of customer complaints and an improvement in customer service.

When?

11, 12 July 2017

7, 8 November 2017

Course Structure
Day 1 – Legalities
1
Introduction to Consumer Law
Definition of Statutory Rights
Consumer Legislation
What makes a Contract?
Limitation Act
Guarantees
2
Two Consumer Acts
Sale of Goods Act 1979
Supply of Goods and Services Act 1982.
3
Consumer Rights Act 2015
Key Changes
Bringing knowledge up to date.
4
Managing Complaints
Loss of facilities
Pricing of goods / services
Damage to property
5
Compensation
What to consider
Remedies
Pecuniary and non-pecuniary losses
Negligence
Making offers
6
Examination
Day 2 – Behavioural
1
Understanding Customer Strategies
What is a complaint?
Understanding what drives the ‘complaint’
Exploring the four customer types
2
Negotiating
How important is it for you to win?
Presenting an ‘illusion of choice’
The importance of ‘Rehearsal’ and alternatives
3
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
4
Examination
Who is this programme suitable for?

Anyone working in retail or installations that 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 The Furniture Ombudsman 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.

To discuss your requirements in more details please call 0333 241 3209, or e-mail info@thefurnitureombudsman.org

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