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TRAINING

Webinar: ADR and the Courts

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Course information

Start Date

Wednesday 24th February 2021

Registration closes

Tuesday 23rd February 2021

Length

20 minutes

BOOK / REGISTER NOW

What does the webinar cover?

In this Webinar, we look at the advantages of ADR processes and highlight some important key differences between ADR & Court hearings both for businesses and consumers:

What is ADR and what are the benefits to consumers and traders?

Court process:

  • On Overview of Small Claims Court Process
  • Offers of settlement
  • What is ADR and where does it fit?
  • ADR benefits for consumers and businesses

Click here to register for this free webinar.

Why you should attend

The advantages of ADR are well versed: it is cheaper, more flexible and quicker. But what does this mean in practice for litigants who have no option but to pursue their claim via the courts system.

It may seem counter-intuitive for the Ombudsman to be providing a webinar about taking cases to court, but we recognise that both business and consumers need to understand the roles that ADR mechanisms and courts play, both separately and together in order to better appreciate their options and obligations.

What are its aims?

The two-day programme 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?

Day 1 - 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
  • Validation

Day 2 -Complaint Management: Understanding the behavioural elements required to reduce the volume of complaints and deal with them effectively.

  • Understanding what drives a complaint; how and why some customers are more demanding than others.
  • How to negotiating successfully by building rapport and trust
  • The Importance of Language and effective communication
  • How to reach a desired outcome for your business and your customer
  • Validation

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 two-day 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).

In 2019, 100% of delegates who attended our City & Guilds accredited training said they would recommend it to a colleague.

In this Webinar, we look at the advantages of ADR processes and highlight some important key differences between ADR & Court hearings both for businesses and consumers:

What is ADR and what are the benefits to consumers and traders?

Court process:

  • On Overview of Small Claims Court Process
  • Offers of settlement
  • What is ADR and where does it fit?
  • ADR benefits for consumers and businesses

Click here to register for this free webinar.

The advantages of ADR are well versed: it is cheaper, more flexible and quicker. But what does this mean in practice for litigants who have no option but to pursue their claim via the courts system.

It may seem counter-intuitive for the Ombudsman to be providing a webinar about taking cases to court, but we recognise that both business and consumers need to understand the roles that ADR mechanisms and courts play, both separately and together in order to better appreciate their options and obligations.

The two-day programme 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.

Day 1 - 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
  • Validation

Day 2 -Complaint Management: Understanding the behavioural elements required to reduce the volume of complaints and deal with them effectively.

  • Understanding what drives a complaint; how and why some customers are more demanding than others.
  • How to negotiating successfully by building rapport and trust
  • The Importance of Language and effective communication
  • How to reach a desired outcome for your business and your customer
  • Validation

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.

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.

  • 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).

In 2019, 100% of delegates who attended our City & Guilds accredited training said they would recommend it to a colleague.

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