Client or Customer
Care Course,
Leading to Diploma Postgraduate - in Client or
Customer Care (Double-Credit),
and 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
Client or Customer
Care Course,
Leading to Diploma Postgraduate - in Client or
Customer Care (Double-Credit),
and 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
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.
Client or Customer
Care Course,
Leading to Diploma Postgraduate - in Client or
Customer Care (Double-Credit),
and 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
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.
Client or Customer
Care Course,
Leading to Diploma Postgraduate - in Client or Customer
Care (Double-Credit),
and 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.
Client or Customer
Care Course,
Leading to Diploma Postgraduate - in Client or Customer
Care (Double-Credit),
and 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.
Client or Customer
Care Course,
Leading to Diploma Postgraduate - in Client or Customer
Care (Double-Credit),
and 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
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