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Covered in this course
This training course is broken down into 4 sections
- 1 Background of Consumer Rights
- 2 The Supply of Services
- 3 Terms and Conditions
- 4 Disputes
This section includes essential background information about the Consumer Rights Act.
Here we look at the specific rules and standards required when providing services to customers. What do ‘services’ include? What are the statutory rights of the consumer? If there's a problem, what should be done about it? We also look at 'duty of care'.
Making sure your terms and conditions, notices and contracts are written fairly is very important. There are terms which cannot be used and terms which sometimes can not be used. A downloadable pdf contains a list of greylisted and blacklisted terms and conditions.
In most cases, complaints can be dealt with directly with customers. But sometimes no agreement can be reached. In this section we look at what happens next if a customer is unhappy with the service you have provided and the problem cannot be simply resolved face-to-face.
About this course
This course has been written for people who provide services to customers. It explains customer rights from the perspective of the retailer - the person selling the service.
Anyone who provides services to customers needs to understand the legal standards they need to meet and know what their customers' rights are if these standards are not met.
Not meeting consumer rights can result in hefty consequences for businesses. You can be fined by various Ombudsman and/or Regulators, or have no choice but to give a customer a refund which could result in a loss of profits. You also run the risk of losing loyal customers to competitors if they have experienced poor customer service - Poor customer service costs UK businesses more than £200 billion each year.
We also provide consumer rights training for retailers who are selling goods and digital content - Consumer rights training for those selling goods & Consumer rights training for those selling digital content.
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Consumer Rights Training certificate
Download and print
Each of our courses ends with a multiple choice test to measure your knowledge of the material.
This Consumer Rights Training for Retailers - SERVICES course concludes with a 20 question multiple choice test with a printable certificate. In addition, brief in-course questionnaires guide the user through the sections of the training and are designed to reinforce learning and ensure maximum user engagement throughout.
As well as printable user certificates, training progress and results are all stored centrally in your LMS (Learning Management System) and can be accessed any time to reprint certificates, check and set pass marks and act as proof of a commitment to ongoing legal compliance.
What does my certificate include?
Your Consumer Rights Training for Retailers - SERVICES Certificate includes your name, company name (if applicable), name of course taken, pass percentage, date of completion, expiry date and stamps of approval or accreditations by recognised authorities.
Please note if you are using our course content via SCORM in a third party LMS then we are unable to provide certificates and you will need to generate these in your host LMS yourself.
Why is this training important?
It's important that you comply with the law and know the ways in which it affects you and the way you work.
In 2015 the Consumer Rights Act pulled together all the different EU and UK consumer regulations into ONE set of rules. Anyone supplying goods, services or digital content needs to know about these rules.
Whenever a customer buys something from you, no matter how much it costs – as long as it’s not free, you and your customer are entering into a contract which is legally binding.
The Consumer Rights Act sets out certain standards for these consumer contracts and also what happens if what you supply isn’t up to the legal standard required.
Explore more on legislation
Service to be performed with reasonable care and skill -
(1) Every contract to supply a service is to be treated as including a term that the trader must perform the service with reasonable care and skill.