Online – Virtual
Face-To-Face Client Care or Customer Care
Course,
Leading to Diploma Postgraduate - in Client
or Customer Care, Double-Credit, 60
Credit-Hours, Accumulating to A Postgraduate
Certificate, with 120 additional
Credit-Hours, a Postgraduate Diploma, with
300 additional Credit-Hours.
Click to download the PDF Brochure for this
Course
Course Contents
include: Salient Consumer-Related Terms and
Their Legal Interpretations, Trader,
Consumer, Business, Goods, Services,
Digital Content, Sales Contract, Hire
Purchase Agreement, Contract For The Hire
of Goods, Contract For Transfer of Goods,
Absolute Contract, Conditional Contract,
Mixed Contract, Ownership of Goods, Transferring Ownership of Goods, Provisions
of the Consumer Rights Act 2015 and Their
Enforceability, Contracts For The Hire of Goods, Hire-Purchase Agreements,
Contracts For Transfer of Goods, Goods
to Be of Satisfactory Quality, Goods
to Be Fit For Particular Purpose, Goods
to Be As Described, Other Pre-Contract
Information Included In Contract, Goods
to Match A Sample, Goods to Match A
Model Seen or Examined, Trader to Have
Right to Supply The Goods Etc, Consumer’s Rights to Enforce Terms About Goods, Right
to Reject, Time Limit For Short-Term
Right to Reject, Right to Repair or
Replacement, Right to Price Reduction or
Final Right to Reject, Delivery of Wrong
Quantity, Instalment Deliveries, Passing
of Risk, Goods Under Guarantee, Liability
That Cannot Be Excluded or Restricted,
Contracts Applying Law of Non-EEA State,
Digital Content to Be of Satisfactory
Quality, Digital Content to Be Fit For
Particular Purpose, Digital Content to
Be As Described, Other Pre-Contract
Information Included In Contract, Supply By
Transmission and Facilities For Continued
Transmission, Quality, Fitness and
Description of Content Supplied Subject
to Modifications.
Course
Coordinator:
Prof. Dr. R. B. Crawford is the Director of
HRODC Postgraduate Training Institute, A
Postgraduate-Only Institution. He has the
following Qualifications and Affiliations:
Doctor of Philosophy {(PhD) {University College
London (UCL) - University of London)};
MEd Management (University of Bath);
Postgraduate (Advanced) Diploma Science Teacher
Ed. (University of Bristol);
Postgraduate Certificate in Information Systems
(University of West London, formerly Thames
Valley University);
Diploma in Doctoral Research Supervision,
(University of Wolverhampton);
Teaching Certificate;
Fellow of the Institute of Management
Specialists;
Human Resources Specialist, of the Institute of
Management Specialists;
Member of the Asian Academy of Management
(MAAM);
Member of the International Society of Gesture
Studies (MISGS);
Member of the Standing Council for
Organisational Symbolism (MSCOS);
Member of ResearchGate;
Executive Member of Academy of Management (AOM).
There, his contribution incorporates the judging
of competitions, review of journal articles, and
guiding the development of conference papers. He
also contributes to the Disciplines of:
Human Resources;
Organization and Management Theory;
Organization Development and Change;
Research Methods;
Conflict Management;
Organizational Behavior;
Management Consulting;
Gender & Diversity in Organizations; and
Critical Management Studies.
Professor Dr. Crawford
has been an Academic in the following UK
Universities:
University of London
(Royal Holloway), as Research Tutor;
University of Greenwich (Business School), as
Senior Lecturer (Associate Professor), in
Organisational Behaviour and Human Resource
Management;
University of
Wolverhampton, (Wolverhampton Business School),
as Senior Lecturer (Associate Professor), in
Organisational Behaviour and Human Resource
Management;
London Southbank University (Business School),
as Lecturer and Unit Leader.
His responsibilities in
these roles included:
Doctoral Research
Supervisor;
Admissions Tutor;
Postgraduate and
Undergraduate Dissertation Supervisor;
Programme Leader;
Personal Tutor
Introduction
To Customer Care or Client Care
An enhanced client or
customer care is of inestimable importance to
organisational effectiveness, not least because
users or consumers trust your establishment and
do not expect to be betrayed, but primarily that
our very existence rely on their patronage. They
have a wide choice of suppliers or providers,
who offer similar or better-quality products or
services, at competitive prices.
Clients or customers
will opt for a product or service, even if it is
more expensive than the competition, because of
the assurance that they receive from the
front-line service personnel. You will most
likely be annoyed if you receive two hundred
pounds (£200.00) less salary than you expect;
your salary is 5 days late or you did not
receive it at all; your appraisal report
neglects your positive contributions but
highlight the negatives or is unreflective of
the glossy picture that your manager has been
painting of you; you were given the wrong
profile and consequently denied promotion.
You will be annoyed
because you trust the accounting system and the
appraisal and administration systems. You have a
right to be treated with respect when you
complain in annoyance. Your clients or customers
also have an expectation that you will, in the
least, be empathetic to them; that you will
assure them that the situation will be put
right; that they will be compensated for their
inconvenience. If you offer next-day delivery,
they will order items and expect delivery
because they trust you. If you disappoint them,
then they will disappoint their customers or
clients, who might also disappoint their
customers or clients.
You have created a
chain of disaster costing millions of pounds.
Why shouldn’t these customers or clients be
angry? If they are not, then consider them
stupid. The measures that you have in place, to
put things right might cost you more than the
value of the product or service that you provide
them but you are building and maintaining that
relationship. The customers or clients that you
are dealing with might be worth a few hundred
pounds, today, but might be worth a billion
pound before you realise it. Social media aside,
one satisfied client or customer might be your
link to thousands of potential customers or
clients. When I share my experience as a client
or customer with the more than one thousand
(>1,000) students whom I meet each week, they
will be spreading the word (negative or
positive) to another five thousand (5,000)
potential customers or clients.
Now consider just ten
academics, like myself, who receive a good
‘product or service experience’ that they wish
to share with their students; this translates
into sixty thousand (60,000) potential or
repelled customers or clients. Consider the
constituents of one household, even though you
are aware of only one member; they interact with
their friends and neighbours and compare notes
on the quality of products that they receive
from you. Consider the snowballing effect that a
positive impression will have.
Someone might be
having a bad day; might be bereaved; just
separated; just lost a job; just missed a
flight; just received a devastating health
diagnosis; just lost a loved one. You will not
be aware of his or her plight but the reality is
that these events will have a physiological
effect on how your customers or clients look and
sound and over which they have little control.
You are the psychologist, the psychiatrist, the
therapist in a most indirect way but which will
have implications for future relationship.
Effective customer or
client care policy and strategy must be viewed
from the perspective of the digital age in which
they exist. No longer is the news being spread
via the ‘word of mouth’, on a one-to-one basis;
it is now one-to-many. The digital age means
that Twitter, LinkedIn, Facebook and all the
other social media representations, can be used
to give a wider circulation of client and
customer experience of your products and
services. Expect that everyone with whom we come
into contact, has a mobile phone, watch or
camera that can take pictures and record our
behaviours, at every step of the way. Be
conscious that whatever we say or do is being
recorded and shared. Clients and customers’
sharing information in this way is much more
effective than paid advertisements. While we
hope that these shared experiences are positive,
unfortunately, they are sometimes negative,
resulting in brand damage within an instant. We
have seen so many examples of images and
recordings of poor treatment being exacted on
patrons. This means that the poor treatment of
one customer or client, on a bad day for a
front-line staff, can tarnish the reputation of
our organisation. Try to recall these incidents
that wreaked reputational damage to the
organisations concerned:
The gentleman who was
dragged off an airline;
The group that was
subjected to police harassment, at the instance
of the service crew;
The musician whose
guitar got damaged on an airline and who, later,
composed a YouTube hit, deploring the company;
The mobile phone
company that continued to bill for the service
charge on a deceased’ phone, long after his
death, refusing to cancel his account, despite
being requested to do so by his daughter;
The salesperson who
insulted a potential customer, who left the
store without making a purchase;
The delivery driver
filmed throwing a computer monitor over a fence,
thereby smashing it.
These are a few of
the customer or client service blunders that
went viral, on social media, putting the
organisations concerned in an awkward position,
ruining their hard-earned reputation. Whenever
we are the subject of these types of publicity,
it is likely that we get a surge of new
customers or we find that our current customers
dwindle or virtually disappear, their having
found less objectionable sources of their
desired product or service.
We need to ensure
that we go beyond the ‘call of duty’, ensuring
that we surpass all expectations, to meet the
demands of our clienteles. Managers,
policymakers, and executives need to be
cognisant of the fact that their organisation is
being represented to the public by their
frontline staff. It is for this reason that they
need to be given measured autonomy to address
problems that occur in the process of meeting
the needs of customers and clients. For example,
where a customer is infuriated about an error,
on the part of the agent or service personnel,
he or she can be justly compensated with a gift
or a cash-back. This gesture can alleviate the
animosity that might exist and persist between
the organisation and the client or customer.
Empowering your
frontline staff to take the necessary action, as
damage limitation, means that they will use
their discretion to address some of the issues
that they face while you and their managers and
supervisors are ‘absent’. Whenever they apply
their autonomy, in using organisational
resources to address situations, they should be
confident that you will support their actions,
operating on your behalf, despite their cost, to
the organisation, in the short term. This should
be the case, the fact that they have taken the
necessary measures to alleviate the negative
implications of not acting in time. This
scenario represents ‘motivational job design’, a
factor that constitutes job satisfaction for the
employee, organisational effectiveness being a
positive spin off.
It is not about just
‘helping’ people but exceeding normal
expectations, in meeting clients’ needs. At
best, we should provide them with pleasant
surprises with respect to how we treat them. How
do we know that we are going beyond the normal
expectations? First, we need to know their
anticipation in relation to the law; that which
protects them, upholding their rights.
Many organisations
make the error of establishing a customer or
client service strategy, which fall short of the
requirements of the law. For example, if we have
a policy that requires the acceptance of return
of an item, within a specific period, it must be
at least, but not less than that which the law
stipulates. Many organisations have been caught
out dispensing what they thought was an
excellent client or customer service, only to
find themselves in breach of legislation –
facing enormous fines. It is for this reason
that I have incorporated the law within this
revised customer client care course. It is
designed to create an understanding of the legal
environment in which the provider-client
relationship operates.
My bottom-line is:
‘treat your clients and customers with the
respect that they deserve, because you need
their business; you depend on their patronage;
your survival depends on it; your organisation’s
survival is your survival; you are a part of the
system and you can do a great deal to improve it
or you can contribute to its disastrous end; its
demise is your ‘real death’’. The type of
contribution that you make, in customer or
client service, has a cyclical effect on our
national economy and affect the lives of
millions. This Postgraduate Shot Course on
client service or customer service will address
these and other pertinent issues.
This customer care or
client care Postgraduate Short Course is
designed to ensure that your clients or
customers are motivated to remain loyal to your
organisation. If your customers or clients are
treated with the respect, value and empathy that
they deserve, they will continue to support the
product or service that they receive.
For Whom
This Course is Designed
This Course is Designed For:
Business Administrators;
Business Owners;
Call Centre Officials;
Call Centre Operatives;
Call Centre Supervisors;
Citizens’ Advisors;
Client Managers;
Client or Customer Tribunal Representatives;
Client Relations Personnel;
Client-Service Consultants;
College Administrators;
Commodity Dispatchers;
Commodity Traders;
Competition Advisors;
Complaints Officers;
Compliance Officers;
Consumer and Competition Researchers;
Consumer Appeal Tribunal Representatives;
Consumer Law Professors;
Consumer Protection Agency Officials;
Customer Relations Personnel;
Customer Service Representatives;
Entrepreneurs;
Entrepreneurs;
Fair Trade Representatives;
Front-Line Staff;
General Academics;
Guest Relations Managers;
Lecturers of Competition Law;
Lecturers of Consumer Law;
Lecturers of Client or Customer Care;
Lime Managers;
Line Supervisors;
Manufacturers;
Manufacturing Representatives;
Market Regulators;
Marketing and Sales Personnel;
Marketing Managers;
Marketing Supervisors;
Members of Competition Commissions;
Mystery Shoppers;
Public Administrators;
Reception Administrators;
Receptionists;
Retailers;
Sales and Customer Service Supervisors;
Sales Managers;
Sales Professionals;
School Administrators;
Senior Sales Representatives;
Store Managers;
Store Supervisors;
University Administrators;
Warehouse Managers;
Wholesalers;
All others with a
demonstrable interest, or desirous of enhancing
their expertise, in Client or Customer Care, UK
Consumer Protection Law, Competition and
Marketing.
Classroom-Based Duration and Cost:
Classroom-Based Duration: 10 Days
Classroom-Based Cost: £10,000.00 Per
Delegate
Online (Video-Enhanced) Duration and Cost
Online Duration:
20 Days @ 3 Hours Per Day
Online Cost:
£6,700.00 Per Delegate
Classroom-Based Course and Programme Cost includes:
Free Continuous snacks throughout the Event Days;
Free Hot Lunch on Event Days;
Free City Tour;
Free Stationery;
Free On-site Internet Access;
Postgraduate Diploma/ Diploma – Postgraduate –or
Certificate of Attendance and Participation – if unsuccessful on
resit.
Students and Delegates will be given a Selection of our Complimentary
Products, which include:
Our
Branded Leather Conference Folder;
Our
Branded Leather Conference Ring Binder/ Writing Pad;
Our
Branded Key Ring/ Chain;
Our
Branded Leather Conference (Computer – Phone) Bag
– Black or Brown;
Our
Branded 8-16 GB USB Flash Memory Drive,
with Course Material;
Our
Branded Metal Pen;
Our
Branded Polo Shirt.;
Our
Branded Carrier Bag.
Daily Schedule:
9:30 to 4:30 pm.
Delivery Locations:
Central London, UK;
Dubai, UAE;
Kuala Lumpur,
Malaysia;
Amsterdam, The
Netherlands;
Brussels, Belgium;
Paris, France; and
Durban, South Africa;
Other International
Locations, on request.
Online – Virtual
Face-To-Face Client Care or Customer Care Course,
Leading to Diploma Postgraduate - in Client or
Customer Care, Double-Credit, 60
Credit-Hours, Accumulating to A Postgraduate
Certificate, with 120 additional Credit-Hours, a
Postgraduate Diploma, with 300 additional
Credit-Hours.
Click to download the PDF Brochure for this Course
Course Objectives
By the conclusion of the specified learning and development
activities, delegates will be able to:
An understanding of
the fundamentals of leadership and management;
Analyse of other terms considered potentially
unfair;
Appreciate the need
to maintain a ‘generalised client/ customer
information system’;
Ascertain the unfair terms in Holiday Caravan
Agreements;
Assist clients in solving their problems relating to
products and service;
Become familiar with the provisions of Regulations
1999;
Communicate
effectively with clients, colleagues, juniors and
managers;
Demonstrate a heightened understanding of the
implications of the Supreme Court’s Ruling on
Payment Protection Insurance (PPI) in the UK;
Demonstrate a heightened understanding of the
provisions of UK Consumer Protection Law and its
application;
Demonstrate an understanding of the flaws that have
been uncovered in the “Payment Protection Insurance
Market Investigation Order 2011”;
Demonstrate an
understanding of the legal framework of client
service;
Demonstrate an understanding of the value of
front-line staff to organisational effectiveness;
Demonstrate their ability to contribute to the
maintenance of customer/ client loyalty;
Demonstrate their
ability to initiate improvements in client service;
Demonstrate their
ability to remain calm and courteous during
unpleasant situations such as an encounter with an
irate client;
Demonstrate their expert knowledge of the
Consumer Rights Act 2015
Demonstrate their
expertise in leading a customer/client care team;
Determine how the consumer’s rights are protected
under the Unfair Trading Regulations 2008;
Determine the Consumer Rights in Paying For Goods
and Services;
Determine the most appropriate way of addressing
unfair terms in home improvement contracts;
Determine the role of the Competition and Marketing Authority
(CMA) in Promoting Fairness to Consumers;
Determine The role of
Trading Standards in dealing with consumer
complaints
Determine the role of Trading Standards in
protecting consumer rights;
Determine what
constitutes a ‘non-binding’ contract, under The
Unfair Terms in Consumer Contracts Regulations 1999
Discuss the unfair contract terms;
Distinguish selling at a distance from the distance selling;
Enumerate the Core Criteria for Consumer Codes of
Practice;
Evaluate the key provisions of Estate Agents Act 1979;
Exhibit a
‘functional’ level of interpersonal relationship;
Exhibit a willingness
to seek help and advice from colleagues and
managers, when faced with difficult situations;
Exhibit an awareness
of the high standard of service, which each client
anticipates;
Exhibit an
understanding of the functioning of a ‘client-driven
organisation’;
Exhibit competence in fundamental aspects of
customer/ client service - incorporating sensitivity
to clients’ needs;
Exhibit leadership in
dealing with ‘the irate customer/ client’;
Explain in detail the principles of “Repair of
Refund”;
Explain the concept of “Fit For Purpose” Rule and
determine its implications;
Explain what are covered by the manufacturers’
warranty;
Gain information about Consumer Credit Directive (CCD) 2010/
2011;
Identify transactions which are not considered a
‘Sale’;
Illustrate their
ability to manage internal and external
customer/client care environments;
Illustrate their
understanding of the need to Empower Front-line
Staff to Redress ‘Dissatisfactory Client/ Customer
Situations’;
Indicate The Powers
of the Office of Fair Trading, under the Unfair
Terms in Consumer Contract Regulations 1999
Know the liability of manufacturer under the
Consumer Protection Laws;
Learn how the
unfair terms in Consumer Contracts are interpreted;
Outline at least five provisions of the Consumer
Rights Act 2015, analysing their enforceability;
Provide examples of
the legal application of ‘Fitness For Purpose’;
Recall fundamental
elements of the ‘Sale of Goods Act 1979’;
Recall
important points of law in the Unfair Terms in
Consumer Contract Regulations 1999;
Recall the obligation
of the producer of goods and service, under the
‘Sale of Goods Act 1979’;
Recall the obligation
of the service provider/ product retailer, and
manufacturer under The Supply of Goods and
Services Act 1982
Recall the
obligations of the retailer/ service provider under
the ‘Sale of Goods Act 1979’
Specify the retailer’s liability under the Consumer
Protection Laws;
Suggest the role of
the former Office of Fair Trading (OFT), in dealing
with consumers’ complaints under The Unfair Terms
in Consumer Contracts Regulations 1999;
Indicate the correct interpretation of the law in
relation to:
Financial Penalties;
Cancellation Clauses;
Supplier's Right to Cancel Without Notice;
Excessive Notice Periods for Consumer Cancellation;
Binding Consumers to Hidden Terms;
Supplier's Rights to Vary Terms Generally.
Right to Change What Is Supplied;
Price Variation Clauses;
Supplier's Right of Final Decision;
Entire Agreement and Formality Clauses;
Binding Consumers Where the Supplier Defaults;
Supplier's Right to Assign Without Consent;
Restricting the Consumer's Remedies.
Online – Virtual
Face-To-Face Client Care or Customer Care Course,
Leading to Diploma Postgraduate - in Client or
Customer Care, Double-Credit, 60
Credit-Hours, Accumulating to A Postgraduate
Certificate, with 120 additional Credit-Hours, a
Postgraduate Diploma, with 300 additional
Credit-Hours.
Click to download the PDF Brochure for this Course
Course
Contents, Concepts, and Issues
Part 1 – The Customer Focused Organisation:
Perfecting the Relationship Between the Organisation
and its Clientele
Who is a ‘front-line staff’?
Who has customer/ client-relation and customer/ client-relation
responsibility?
Value of
front-line staff to organisational effectiveness;
Features of a Client-Driven Organisation;
Internal & External Factors Influencing Client Behaviour;
Client Motivation;
How Can We Assure Clients That They Are Getting a Good Deal?;
Working Towards Clients’ Continued Accessing of Service;
Sensitisation & Client Needs: Role Transposition
What to Know About Your Clients;
Maintaining a Generalised Client Information System
Dealing with Sensitive Situations: Confidentiality VS Disclosure
Dealing with an Irate Client: Understanding Clients’ Frustration
Improving Worker-Client Relation
Communication: Perfecting ‘The Approach’ and Offering Assistance
Contributing to the maintenance of customer/ client loyalty;
Empowering Front-line Staff to Redress ‘Dissatisfactory Client/
Customer Situations’;
Seeking help and advice from colleagues and managers, when faced
with difficult situations;
Dealing with conflict between client/ customer and front-line
staff.
Part 2 - Salient Consumer-Related Terms and Their Legal
Interpretations
Trader;
Consumer;
Business;
Goods;
Services;
Digital Content.
Sales Contract;
Hire Purchase Agreement;
Contract For The Hire of Goods;
Contract For Transfer of Goods;
Absolute Contract;
Conditional Contract;
Mixed Contract;
Ownership of Goods;
Transferring Ownership of Goods.
Part 3 - Provisions of the Consumer Rights Act 2015
and Their Enforceability (1)
Sales Contracts;
Contracts For The Hire of Goods;
Hire-Purchase Agreements;
Contracts For Transfer of Goods;
Goods to Be of Satisfactory Quality;
Goods to Be Fit For Particular Purpose;
Goods to Be As Described;
Other Pre-Contract Information Included In Contract;
Goods to Match A Sample;
Goods to Match A Model Seen or Examined;
Trader to Have Right to Supply The Goods Etc;
Consumer’s Rights to Enforce Terms About Goods;
Right to Reject;
Time Limit For Short-Term Right to Reject;
Right to Repair or Replacement;
Right to Price Reduction or Final Right to
Reject;
Delivery of Wrong Quantity;
Instalment Deliveries;
Passing of Risk.
Part 4 - Provisions of the Consumer Rights Act 2015
and Their Enforceability (2)
Goods Under Guarantee;
Liability That Cannot Be Excluded or Restricted;
Contracts Applying Law of Non-EEA State
Digital Content to Be of Satisfactory Quality;
Digital Content to Be Fit For Particular Purpose;
Digital Content to Be As Described;
Other Pre-Contract Information Included In Contract;
Supply By Transmission and Facilities For
Continued Transmission;
Quality, Fitness and Description of Content
Supplied Subject to Modifications;
Trader’s Right to Supply Digital Content;
Consumer’s Rights to Enforce Terms About Digital
Content;
Right to Repair or Replacement;
Right to Price Reduction;
Remedy For Damage to Device or to Other
Digital Content;
Liability That Cannot Be Excluded or Restricted;
Contract For A Trader to Supply A Service to A
Consumer.
Part 5 - Provisions of the Consumer Rights Act 2015
and Their Enforceability (3)
Service to Be Performed With Reasonable Care
and Skill;
Information About The Trader or Service to Be
Binding;
Reasonable Price to Be Paid For A Service;
Service to Be Performed Within A Reasonable Time;
Relation to Other Law On Contract Terms;
Consumer’s Rights to Enforce Terms About
Services;
Right to Repeat Performance;
Right to Price Reduction;
Liability That Cannot Be Excluded or Restricted;
Powers of The Court;
Requirement For Contract Terms and Notices to
Be Fair;
Contract Terms Which May or Must Be Regarded As
Unfair;
Exclusion From Assessment of Fairness;
Bar On Exclusion or Restriction of Negligence
Liability;
Effect of An Unfair Term On The Rest of A Contract;
Requirement For Transparency;
Contract Terms That May Have Different Meanings;
Enforcement of The Law On Unfair Contract Terms;
Duty of Court to Consider Fairness of Term;
Application of Rules to Secondary Contracts;
Disapplication of Rules to Mandatory Terms and
Notices;
Contracts Applying Law of non-EEA State;
Investigatory Powers etc.
Part 6 - Provisions of the Consumer Rights Act 2015
and Their Enforceability (4)
Amendment of Weights and Measures Legislation
Regarding Unwrapped Bread;
Enterprise Act 2002: Enhanced Consumer Measures
and Other Enforcement;
Contravention of Code Regulating Premium Rate
Services;
Private Actions In Competition Law;
Appointment of Judges to The Competition Appeal
Tribunal
Duty of Letting Agents to Publicise Fees Etc;
Letting Agents to Which The Duty Applies;
Fees to Which The Duty Applies;
Letting Agency Work and Property Management Work;
Enforcement of The Duty;
Supplementary Provisions;
Qualifying Institutions For The Purposes of The
Student Complaints Scheme;
Duty to Provide Information About Tickets;
Prohibition on Cancellation or Blacklisting;
Duty to Report Criminal Activity;
Duty to Review Measures Relating to Secondary
Ticketing;
Power to Make Consequential Provision;
Power to Make Transitional, Transitory and
Saving Provision;
Financial Provision.
Part 7 – Other Pertinent Issues in Consumer
Protection: Their Legal Bases and Remedies
Purchasing Goods at Home:
Buying on the doorstep;
Criminal Offences;
Distance Selling;
The Right to Clear Information;
Right to Cancel;
If the Seller is Outside UK;
If the Goods Don’t Arrive.
Consumers and Credit:
Consumer Credit, Generally;
Right of Withdrawal;
Credit Cards;
Credit Reference Agencies;
Credit Unions;
Logbook Loans;
Money Lenders;
Payday Loans;
Personal Loans.
Part 8 - Other Consumer Protection Legislation, and Associations:
How Beneficial?
The Role of The Consumer Credit (Agreements) Regulations 2010:
Statutory Instrument 2010 No. 1014;
Effectiveness of The Consumer Credit
(Advertisements) Regulations 2010: Statutory
Instrument 2010 No. 1970;
The Role of The Consumer Credit Association (CCA);
The Function of The Consumer Credit Trade Association (CTA);
The Finance and Leasing Association (FLA): Benefit To Consumers?.
Part 9 - Pertinent Issues in Consumer Protection: Their Legal
Bases and Remedies
Defective goods purchased on credit:
Inability to Meet Repayments;
The Consumer Credit Act and Extortionate;
Credit Bargains;
The Consumer Protection from Unfair Trading:
Regulations 2008;
Misleading Actions And Omissions;
Aggressive Practices;
General Duty Not To Trade Unfairly;
Consequences of Non-Compliance;
Unsafe Goods:
General.
Package Holidays:
The Package Travel. Package Holidays and Package Tours
Regulations 1992;
The Definition of Package Holidays;
Information Given by Tour Operator;
Statements Made in Holiday Brochure;
Liability-Terms and Performance of the Contract;
Alterations to a Holiday;
Overbooking of Flights;
Insolvency of the Tour Operator;
Consumer Remedies.
Part 10 - Dispute Resolution For Consumers
Consumer-Supplier Disputes;
Alternative Dispute Resolution (ADR);
Alternative Dispute Regulations 2015: Statutory
Instrument 2015 No. 542;
Types of Alternative Dispute Resolution;
Conciliation;
Arbitration;
Mediation;
Ombudsman Schemes;
Locating an Alternative Dispute Resolution Scheme;
Some Consumer Dispute Resolution Agents:
Office of Gas and Electricity Markets (Ofgem)
Financial Conduct Authority (FCA)
Civil Aviation Authority (CAA)
The Small Claims Court;
Statute of Limitation: Standard and Variable;
Types and Levels of Claim;
Initiating a Small Claim;
Letter Before Action.
Part 11 - Renowned Consumer-Supplier Dispute Areas
Timeshare Property;
Payment Protection Insurance (PPI);
Implications of the Supreme Court’s (2015) Ruling on
Payment Protection Insurance (PPI) in the UK;
Travel Insurance;
Suppliers Going Out of Business;
Dry Cleaning;
Mobile Phones;
Private and Car Boot Sales;
Buying at Auction;
Banks and Building Societies;
Car Insurance.
Retailer VS Manufacturer’s Liability.
Online – Virtual
Face-To-Face Client Care or Customer Care Course,
Leading to Diploma Postgraduate - in Client or
Customer Care, Double-Credit, 60
Credit-Hours, Accumulating to A Postgraduate
Certificate, with 120 additional Credit-Hours, a
Postgraduate Diploma, with 300 additional
Credit-Hours.
Click to download the PDF Brochure for this Course
Online – Virtual
Face-To-Face Client Care or Customer Care Course,
Leading to Diploma Postgraduate - in Client or
Customer Care, Double-Credit, 60
Credit-Hours, Accumulating to A Postgraduate
Certificate, with 120 additional Credit-Hours, a
Postgraduate Diploma, with 300 additional
Credit-Hours.
Click to download the PDF Brochure for this Course