Do you know your consumers statutory rights? Do you understand your obligations regarding repairs, replacements, refunds and goodwill? Do you know when to offer compensation and how much to offer?
About this course
This workshop will give customer facing staff an insight into the essential legal issues surrounding typical furniture transactions from upholstery to fitted kitchens, along with a study of the assessment of compensation with specific references to the principles and theories used. In an age where consumers are quick to complain, the need to ensure an appropriate response to a complaint is vital if expensive disputes are to be avoided.
The course aims to enable delegates to accuratley assess the value of complaints with a view to settling these in a quick, efficient and cost effective manner.
What this course will cover
The legal basis of a contract
Statutory rights
The differences between legal obligations and goodwill policies
How, when and why compensation is awarded
A review of key case law
An introduction to negligence
Case studies from The Furniture Ombudsman case files
Who should attend
Customer Service Managers
Store Managers
Team Leaders or Supervisors
Why should you attend
Perform better in your current job
Understand consumer law in practical terms
Avoid common mistakes & misunderstanding
Reduce the cost of dealing with customer complaints
Course Information
Duration
1 day, 09:45 to 15:30 (lunch provided)
Cost
£250 + VAT Member
£400 + VAT Non-member
Date
6 March
8 May
Location
FIRA, Stevenage, Hertfordshire
Speaker
Dominique Le-Grand
Organisers
The Furniture Ombudsman
To book your place, please contact us on 0845 653 2064 or email to discuss your requirements.
In-house training
This course can be delivered in-house and tailored to suit your specific needs.
Members daily rate £750 (for up to 12 delegates)
Non-members daily rate £1200 (for up to 12 delegates)
