News: Customer Service/Care
Customer service training 'must teach consumer rights'
22 July 2009
Customer service training for retail staff should include detailed information about consumer rights under The Sale of Goods Act 1979, an expert asserts.
Ruth Jackson, writing for Money Week, claims that companies are particularly bad at dealing with complaints under this statute and often cite ignorance as the reason.
She states: "Putting your consumer rights into practice is a lot harder than it should be. Customer service teams are notoriously useless at dealing with complaints relating to the Sales of Goods Act."
Among the key issues that she says businesses present are a consumer being outside of their warranty, which she says supplements and does not replace this law, and that the contract is with the manufacturer, which is inaccurate.
In other news, one of the criteria for the Business of the Year Award at the Powys Business Awards is that the winning company should have a high level of consumer care, which could require customer service training to achieve.
From difficult and demanding customers through to more routine interactions GA Training’s customer service training will ensure that whoever you are dealing with and in whatever situation a consistent and exceptional level of service are always the norm.
