Consumer Law & Understanding Home Improvement Complaints

Why you need to attend?

By understanding the legal and behavioural aspects 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 course 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?

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

Consolidation

We’ll share case studies, relevant to the goods or services that you supply to your customers to help clarify the topics covered. We’ll discuss the consumer’s compensatory entitlement by reference to the approach taken by the courts and the Ombudsman. Furthermore, we will offer practical advice on how to deal with customer complaints within the home, ensuring everything is documented in accordance with the law.

We offer accredited courses in the following areas:

• Bed & Mattress Complaints
• Home Improvement Complaints
• Furniture Complaints

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 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).

Cost and payments

This day course costs members £199 (Ex VAT) and Non-members £275.00 (Ex VAT)

Payment can be made by:

Members

Online by Credit Card or 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