Training course summary

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HOW YOU WILL BENEFIT/ SEMINAR OBJECTIVES By the conclusion of the specific learning & development activities, delegates will be able to: 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. All Seminar Delegates Will Receive an Endorsed Award or a Development Award from the Institute of Leadership and Management

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