Client or Customer Care (Service à la Clientèle)

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