Who is this for? Customer service teams, team leaders, delivery operatives and logistics managers.
Consumer Law – glossary of common terms and FAQs including What is a contract? How do sub-contractor’s obligations fit in? Express and Implied terms in business to business and business to consumer contracts in the context of consumer supply-chains.
Consumer Rights Act 2015 – what the law states in terms of delivery and how your obligations differ if your firm contracts directly or is sub-contracted by a retailer to provide delivery services to their customers.
Common Delivery complaints – including compensation, delays, incorrect items, damage to goods and property & understanding where negligence fits in.
Complaint Handling – what is a complaint and what are your obligations in law when dealing with complaints – including the information you need to supply and complaint handling policy best practice.
Customer Service techniques – understanding what drives a complaint; how and why some customers are more demanding than others; how to negotiate successfully by building rapport and trust; the Importance of Language and effective communication in customer service interactions and dispute resolution.
Vulnerable Consumers and Accessibility – Recognising vulnerability; understanding your obligations under the Equality Act 2010 and developing inclusive policies.