Client or Customer Care

Course Contents, Concepts and Issues:

• 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
• Responsibility of the service provider/ goods retailer, and manufacturer under The Supply of Goods and Services Act 1982
• How Can We Assure Clients That They Are Getting a Good Deal?
• Working Towards Clients’ Continued Accessing of Service
• The ‘Sale of Goods Act’
• Legal Interpretation of ‘Fitness For Purpose’
• 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
• Dealing with ‘the irate customer/ client
• Communication: Perfecting ‘The Approach’ & 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
• The responsibility of service provider/ goods retailer under The Sale and Supply of Goods to Consumers Regulations 2002
• Client Service: The Legal Environment
• Obligations of the retailer/ service provider under the ‘Sale of Goods Act 1979’
• The responsibility of service provider/ goods retailer under The Sale and Supply of Goods to Consumers Regulations 2002
• The Unfair Terms in Consumer Contract Regulations 1999
• What constitutes a ‘non-binding’ contract, under The Unfair Terms in Consumer Contracts Regulations 1999
• The role of the Office of Fair Trading (OFT), in dealing with consumers’ complaints under The Unfair Terms in Consumer Contracts Regulations 1999
• The Powers of the Office of Fair Trading, under the Unfair Terms in Consumer Contract Regulations 1999s
• The role of Trading Standards in dealing with consumer complaints The objectives of the course
• Demonstrate an understanding of value of front-line staff to organisational effectiveness
• Exhibit competence in fundamental aspects of customer/ client service - incorporating sensitivity to clients’ needs;
• Exhibit a ‘functional’ level of interpersonal relationship;
• Communicate effectively with clients, colleagues, juniors and managers;
• Demonstrate an understanding of the legal framework of client service;
• Recall fundamental elements of the ‘Sale of Goods Act 1979’;
• Recall the obligations of the retailer/ service provider under the ‘Sale of Goods Act 1979’
• Recall the obligation of the producer of goods and service, under the ‘Sale of Goods Act 1979’;
• Demonstrate their ability to remain calm and courteous during unpleasant situations such as an encounter with an irate client;
• Exhibit an understanding of the functioning of a ‘client-driven organisation’;
• Exhibit an awareness of the high standard of service, which each client anticipates;
• Demonstrate their ability to initiate improvements in client service;
• Assist clients in solving their problems relating to products and service;
• Illustrate their ability to manage internal and external customer/client care environments;
• Demonstrate their expertise in leading a customer/client care team;
• An understanding of the fundamentals of leadership and management;
• Exhibit leadership in dealing with ‘the irate customer/ client’;
• Provide examples of the legal application of ‘Fitness For Purpose’;
• Demonstrate their ability to contribute to the maintenance of customer/ client loyalty;
• Illustrate their understanding of the need to Empower Front-line Staff to Redress ‘Dissatisfactory Client/ Customer Situations’;
• Exhibit a willingness to seek help and advice from colleagues and managers, when faced with difficult situations;
• Appreciate the need to maintain a ‘generalised client/ customer information system’;
• Recall the obligation of the service provider/ product retailer, and manufacturer under The Supply of Goods and Services Act 1982
• Determine what constitutes a ‘non-binding’ contract, under The Unfair Terms in Consumer Contracts Regulations 1999
• Suggest the role of the Office of Fair Trading (OFT), in dealing with consumers’ complaints under The Unfair Terms in Consumer Contracts Regulations 1999;
• Indicate The Powers of the Office of Fair Trading, under the Unfair Terms in Consumer Contract Regulations 1999
• Determine The role of Trading Standards in dealing with consumer complaints
• Recall important points of law in the Unfair Terms in Consumer Contract Regulations 1999