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TRAINING

Consumer Law and Customer Service Training for Service Providers

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Course information

Start Date

Wednesday 2nd June 2021

Registration closes

Wednesday 3rd June 2020

Length

5x 1 hour

Location

Online

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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 modules at 4-5pm every Wednesday in June 2021.

MODULE 1: 2nd June

MODULE 2: 9th June

MODULE 3: 16th June

MODULE 4: 23rd June

MODULE 5: 30th June

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

Each module is priced at £35, or £140 for all 5 modules

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

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.

These modules will be delivered in 5 one-hour modules at 4-5pm every Wednesday in June 2021.

MODULE 1: 2nd June

MODULE 2: 9th June

MODULE 3: 16th June

MODULE 4: 23rd June

MODULE 5: 30th June

  • 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.

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

Each module is priced at £35, or £140 for all 5 modules

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

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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Contact

Call us free on
Monday to Friday: 9am to 5pm