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Customer Service 3 – Realising Your Responsibilities

What is this course about?   

This Customer ServiceRealising Your Responsibilities course will develop your appreciation of how important Customer Service Representatives are in dealing with customer interaction. You are on the frontline of any organisation, engaging with customers by phone, email and face to face. You are responsible for obtaining customer information and maintaining customer records. It is, therefore, essential that you understand the legal implications of your interactions. This will protect you and the organisation you work for from prosecution. 

Course format:   

This is an online course where you will learn as part of a group and take part in practical activities, all in a relaxed and friendly environment.  

Who will benefit from attending?  

Anyone who is required to interact with customers and would like to develop a greater  understanding of consumer regulations and equality laws. 

What will I learn?  

Discover how these Acts protect consumers and how they can guide you. 

  • General Data Protection Regulation (GDPR) 
  • Consumer Rights Act 2015 
  • Consumer Credit Act 1974 
  • Trade Descriptions Act 1968 
  • Equality Act 2010 

How long is the course?  

This is run as a single 2-hour session, with some activities to do at home to help you practise your skills.   

This course is the second in the customer service suite of courses.  

Will I be assessed?   

Before starting the course, you will be asked to complete an initial survey on the itslearning Virtual Learning Platform. The survey looks at your starting point at the beginning of the course and questions your knowledge and feelings about topics which will be covered during the course. It is important to work independently and be honest and open with these questions to ensure that your tutor can effectively support your learning. During the course, your tutor will assess your progress in group and individual activities to ensure that you achieve the course criteria and are working towards your personal goals.  

 Entry Requirements: 

FaCL online courses are funded by the education and skills funding agency. Courses are no cost to learners if they are 19+ and have been a resident in UK/EU for 3+years.  

and if you can tick any of these criteria:  

  • have less than 5 GCSEs grades a-c  
  • in receipt of benefits   
  • are a service family  
  • are a family with SEN children  
  • are unemployed  

If you are unsure if you are eligible, we are always happy to talk things through carefully.  





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