Do you know your consumers statutory rights? Do you understand your obligations regarding repairs, replacements, refunds and goodwill?
About this course
This course is designed to equip delegates with all information necessary to ensure that they are confident in delivering excellent customer service at all times, whilst also giving customer facing staff an insight into the essential legal issues surrounding typical furniture transactions from upholstery to fitted kitchens.
Delegates will also gain an understaning of the importance of retaining customers, particularly in light of the challenges facing many businesses within the current economic market.
What this course will cover
The legal basics of a contract statutory rights
The difference between legal obligations and goodwill policies
The most important aspects of customer service and how this relates to your job on a day to day basis
How it is possible to turn a customer's complaint into a positive experience.
How to defuse potentially challenging situations when communicating with customers
Consolidation - Case study from The Furniture Ombudsmen
Why should you attend
Perform better in your current job
Understand consumer law in practical terms
Avoid common mistakes and 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
21 February
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)
