Parcel Delivery Sector - Complaint Handling & Customer Service

What will the course cover?

This one-day Ombudsman accredited course has been tailored for businesses in the parcel delivery sector, further to recent Ofcom guidance on staff training and complaints handling.

Why you should attend

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.

Timings

This is a one-day course commencing at 9am on Thursday 20 April.

Cost and payments

This day course costs registered businesses to the Ombudsman £199 (Ex VAT)

Cost for non-registered businesses is £275 (Ex VAT)

Payment can be made in 3 ways:

Online click the Book/Register Now button

By Invoice email accounts@fhio.org to register

Over the phone call us on 0333 241 3209