advanced diploma in customer service level 3 · 2018-09-03 · advanced diploma in customer service...

Advanced Diploma In Customer Service Level 3

Advanced Diploma in Customer Service Level 3

1

CUSTOMER SERVICE AND LEGISLATION

Unit 1: Customer Service and Legislation


2

Contents

Introduction ..................................................................................................................................................... 3

Policies and procedures ............................................................................................................................ 4

Feedback systems ......................................................................................................................................... 4

Complaints procedure .................................................................................................................................. 5

Service standards .......................................................................................................................................... 6

Specific duty Service standard ................................................................................................................. 7

Ethics and morals .......................................................................................................................................... 8

People in authority ......................................................................................................................................... 9

How legislation relates to customer service .................................................................................... 10

Health and Safety Legislation .................................................................................................................. 10

Putting health and safety into practice .................................................................................................. 11

Data protection ............................................................................................................................................. 12

The data protection act .............................................................................................................................. 12

Why is it important to protect data? ........................................................................................................ 13

Consumer protection ................................................................................................................................... 14

Satisfactory quality ...................................................................................................................................... 15

As described by the seller ......................................................................................................................... 15

Fit for purpose ............................................................................................................................................... 15

Equal opportunities legislation ................................................................................................................. 16

The Equality Act 2010 ................................................................................................................................ 16

Disabilities ...................................................................................................................................................... 17

Unit summary ............................................................................................................................................... 19


3

Introduction

Customer service is an incredibly important aspect of any business and it is important to be

able to work closely with different customers to provide a good service. In order to do this

you will first need to understand exactly what customer service is and what providing this

service entails.

This unit will cover the general idea of customer service and how employees can work

within rules and regulations to provide client care. These rules and regulations change

between various industries and will differ from time to time and it is important that you can

understand how your service influence a company’s relations with clients.


4

Policies and procedures

Procedures and policies let employees and customers know what to expect from one

another. They relate to various different people and let them know what they must do, how

they must do it and the structure of their relationship with others. Timescales and quality

may also be included in policies to ensure that the way in which people are dealt with is fair

and prompt. Customer service procedures may include:

Complaints procedures

Dress codes

Conduct and behaviour

Administration, for example how to handle complaints

Technological, such as how to handle machinery

Some of the most important procedures in place that are closely related to customer

service are complaints procedures, feedback systems and service standards. These set out

rules and regulations which employees must abide by in order to provide a good customer

service in the eyes of the company.

Feedback systems

A feedback system is a process which must be followed that ensures a customer has been

asked about their experience. It is very important to listen to customers and what they say

so that the company knows if they have performed to their standards. This can be formal or

informal and is basically used for the company to ask questions about how the service or

product was received.

Good feedback systems incorporate both formal and informal information as well as verbal

and written. This information is then reviewed periodically to check that the standards of the

company when dealing with a particular customer was up to scratch. It is imperative that

these comments are taken very seriously as a customer who is unhappy should be dealt

with swiftly to rectify the situation. Whether a comment if a formal complaint in writing or a

passing remark, it should always be noted and passed on to the relevant authorities to deal

with.


5

This feedback may be negative or positive and is very useful for any organisation to

examine the way that they work and identify areas for improvement. A strong feedback

system encourages improvement within any industry and will be of great benefit to a

business.

Complaints procedure

Every organisation needs a clear complaints procedure in place so that customers can

express any negative things that they encountered. This procedure will include specific

tasks that need to be completed at certain times, for example, when refunds are to be given

or any specific things that need to be done when someone complains. Most organisations

actively encourage their customers to give feedback at all times and give out forms for

people to complete. It is important to not get too disheartened if some bad comments are

made and to ask the person to fill in a complaints form to formalise their view and give the

company information that they can work with. Once a formal complaint has been lodged,

the company can follow the complaints procedure in place and deal with this as swiftly as

possible.

Complaints do not necessarily have to be from clients and could instead be from

employees, other service providers and manufacturers. Most companies specifically tell the

person what they must do to lodge a complaint and this is a very open and fair way of

dealing with any problems. This can be explained on paper, over the phone or with a

complaints page on a website and typically answers queries about:

How the complaints procedure works

If there are any third parties that can be notified

When the company will respond to complaints and how

What happens next

If there are any other tasks which must be completed to lodge a complaint or request a

refund

Nobody likes complaints and they are not the best task to complete in any job role.

However, it is important to remember that a clear complaints procedure that is worked

through swiftly with the customer is the best way to make sure the situation is remedied

quickly. A record of the entire process is usually kept by the company also, to show

they acted according to their complaints procedure.


6

If a company you work for does not have any complaints procedures in place then it is

important to ask questions of management about what to do if someone is not happy. They

should be able to tell you:

If you are able to deal with a complaint on your own

If not, then who the complaint should be referred to

When compensation or refunds are to be made and how to do this

What records need to be kept about the complaint

The way in which a complaint is dealt with will depend on the mediums that are in place.

Someone who is on the phone may wish to complain, in which case you must fill in a

complaints form yourself as a record, or they may complain in person so will be asked to fill

in the form for themselves. On the next page is an example of a complaints form that can

be used in a variety of different companies and can be completed by the customer or a

member of staff.

Service standards

Most organisations have clear service standards which employees must adhere to at all

times. These are rules which tell staff how to behave, conduct themselves and the service

that should be given to clients and customers. This can involve your phone manner, how

you speak to other employees and communicate in other ways such as through emails and

letters.


7

Usually service standards will be quite specific to the industry in which you work but pretty

much all standards include the following:

Specific duty Service standard

Face to face meetings Always be presentable and well dressed

Ensure you are polite and courteous

Make eye contact and ensure that you are respectful Use

the customer’s name

Answer all questions honestly and allow for conversation

with all parties involved

Telephones Answer all calls promptly- at least within 60 seconds

Return any missed calls within 1 working day

Be courteous and use a clear phone voice

Ask for clarification of any figures with an email

Emails and letters Use appropriate language and punctuation Do not use

slang or informal writing

Give your full name and contact details

Respond promptly and give full answers to any questions

asked


8

Ethics and morals

Many companies not only have specific procedures in place but have codes of ethics and

morals that they must abide by. These are usually influenced by professional ethics of the

industry the company is operating in and will normally consider environmental impacts and

resolving disputes in a way that takes into consideration all parties best interests.

The ethical standard of a company will usually be something which all aspects of the

business revolves around, therefore they will be woven into many other procedures and

policies that may be in place. Customers want a business they deal with to act in a

responsible manner and will be much more likely to cooperate with the organisation so they

are important to building strong bonds.

These ethics can also stem into how a company deals with others in the industry, its

suppliers and even employees. Many businesses focus on employee morale and work to

ensure that workers are very happy in their jobs.


9

People in authority

When working within a company’s procedures there will at times be things which arise that

require you to ask the opinion or guidance of someone in charge. This may be your

manager, supervisor, team leader or someone from a third-party authority.

Depending on your job role, you will have different responsibilities and usually will be

required to discuss things with a senior staff member in the case of:

People requesting refunds

Health and safety issues that may arise

Exchanging or giving discounts on products or services

Dealing with complaints that are made specifically about your conduct

If any of these things do crop up and they are not within your duties, then a more senior

member of staff should be consulted. This is also true if someone makes a complaint

specifically against you. If you try to deal with a strong complaint about your conduct then it

is important to get someone else involved as your opinion will be biased. To make the

complaint fair you must seek another colleague and discuss this with them so that an

impartial person can review the complaint and take appropriate action.


10

How legislation relates to customer service

Legislation refers to laws which are in place within a company that should be adhered to.

These laws affect what you must do within your role and how you need to work. The main

types of legislation that you must understand and be able to work with are:

Health and Safety legislation

Data Protection

Consumer Protection

Equal Opportunities

Health and Safety Legislation

The basis of health and safety legislation that must be followed in the UK relates to the

Health and Safety at Work Act 1974. This act sets out specific things which employers must

do to make the workplace safe for their employees including:

Carrying out health and safety assessment

Prevent risks to people’s health

Provide first aid training and equipment

Set up emergency plans

Provide adequate protective equipment and clothing


11

This can include many different things for an employer and they will need to adapt their

approach to ensure it is suitable for the industry in which they are working. Equipment and

objects inside the company must be correctly maintained by employers that will include

things like flooring, stairs and walkways that must be free from hazards and safe to use.

Correct break times and rest is also something that needs to be in place for the entire

workforce to be protected.

Putting health and safety into practice

Health and safety laws do not only apply to the employer who works in a setting, but

employees will also have responsibilities as well. These usually require you to know of the

legislation that is in place and to stick to these at all times. Employees must ensure that

they:

Follow any training or information that they have received from more senior members of

staff

Take reasonable care for their own health and safety within the workplace

Co-operate with the employer at all times

Tell the appropriate person if you feel that the health and safety is not up to standard or

if you have a concern

Tell your employer if you are taking any medication or have any particular requirements

to make you feel safe and secure

Not interfere with any equipment or requirements that are in place to protect your health

and safety

Being able to work within health and safety guidelines and follow the rules will help you

when delivering quality customer service. Being able to work with clients and other

colleagues in a safe manner and ensuring that all precautions are met give you the base for

providing this service.

Failing to work within these requirements will have an adverse effect on the business and

your ability to give good customer service to your customers who may be at risk. Handling

equipment, complaints and other aspects of your work within the guidelines in place will

make sure that you work within the law.


12

Data protection

Many people working closely with clients of a company will have access to data or be

required to gather information about customers. This could be information like names,

addresses, shareholdings or financial information and may not always be of a sensitive

nature. Despite this, the information should be handled with care and appreciation at all

times and providing good customer service requires you to protect this data. No information

should be disclosed to parties outside the company and necessary steps should be taken

to secure the data in the event of someone attempting to gain access without authorisation.

The data protection act

Pretty much every company in operation will keep some form of information about their

customers even after a sale is made. This could include:

Names and addresses

Contact information

Employment history

Financial information such as credit history and buying preferences

Criminal convictions and medical information

Customers will want to know that information kept about them will be done so in the

strictest confidence and that reasonable measures are taken to protect this information.

The Data Protection Act (1998) is legislation that has been outlined by parliament to state

the information that needs to be protected by companies. This does not stop the business

from storing information but does state rules to be followed by those that do and can relate

to the storage of paper-based data or online information.


13

There are some main practices that must be in place within any organisation. The ones

which are required of a person in a customer service role include:

Data should only be used in the manner in which is stated when it was gathered and

should not be disclosed to unauthorised people.

Data cannot be sold or given away to any third parties without authorisation to do so

You must hold only enough information that is required for the purpose intended

Data should be stored so that people without authorisation cannot access it. This means

it should be password protected if stored online and not left out for others to get hold off

Data should not be kept for any longer than is necessary for the task which it was taken

for

If ever there is a time when you are unsure about what information can be taken and if you

are doing so legally then the permission of the customer should be asked for. This will

ensure that the client is aware of what is being taken and why.

Why is it important to protect data?

It is incredibly important to protect customer’s data at all times so that clients are protected

from malicious attacks, theft, fraud and unwanted communication. Some of the most

important things that do need to be protected are:

Credit card numbers when shopping online or over the phone

Health details and insurance

Credit ratings and financial statuses

Household details such as addresses, spending habits, brands which the customer

buys and anything else which can be used by companies to unfairly target the client

without their permission

Customers have the right, outlined in the Data Protection Act, that this information is

treated with respect and protected to the best of the company’s ability. Loyalty and trust

can be built between organisations and customers with data protection being a part of the

customer service that is provided. This information should be freely accessible by the

customer in question at any time that they wish to access it. This should be allowed with no

questions asked and any information stored should be shared with a customer as soon as

possible if they request this. It is their information after all!


14

Consumer protection

Protecting consumers applies to those who are working in a retail role or selling goods and

services to customers directly. There is legislation in place, in the form of the Sale of Goods

Act 1979, that covers all goods that are bought from a company, rented or purchased in

any way by a consumer. The act also covers goods which are purchased over the internet

so that people shopping online are just as protected as those buying goods in person.

The act requires that all goods are:

Of satisfactory quality

As described by the seller

Fit for purpose


15

Satisfactory quality

The goods that are sold should be of a good quality and have no defects. This would

ensure that they last a reasonable time and are free from any faults with a good finish.

As described by the seller

A retailer is not allowed to make claims about their products which are untrue or incorrect.

Advertisements must be factually correct, so anything advertised is done so truthfully and

not sold for a purpose which it cannot be used for. An example of this is yoghurt that is sold

which is described as ‘fat free’- this has to be totally true and cannot be incorrect.

Fit for purpose

Goods need to be fit for the purpose which they are advertised as fulfilling, this ensures that

they are of a good quality but can also be used for their intended function. For example, a

watch which is purchased must be able to tell the time or a waterproof jacket must not have

any holes or leaks.


16

Equal opportunities legislation

Treating all people linked with a company fairly is essential to being able to work in a fair

manner to clients. This relates to who people are, where they live, any disabilities they may

have and for them to be treated fairly regardless of if you like them or not. Customer

service should never give someone an advantage or disadvantage and all clients must be

treated fairly at all times.

The Equality Act 2010

In 2010 the Equality Act was put in place by the UK government to protect people who

access goods and services from being discriminated against on the grounds of their:

Age

Gender

Race

Religion

Sexual orientation

Disability

This act aims to protect all people, not just those that may be vulnerable from being

discriminated against and is in place to stop any people from unfairly judging or treating

people differently.


17

Disabilities

The term disability has a very broad meaning. It can relate to lots of different things

including physical disabilities or mental capabilities that may be short or long term. The

adverse effects of these disabilities will hinder a person’s ability to carry out everyday tasks

which most take for granted.

All disabled people should be treated fairly and in the same manner as an able bodied

person. This will relate to access to the building in which a company operates or the care

which is provided to clients who may have disabilities so that they are not left out in any

way.


18

Some organisations use ramps or special equipment to assist physically disabled people

and ensure that they are able to carry out tasks just the same as able bodied customers.

The Equality Act requires companies to put in place:

Reasonable changes to the way that things are done. This includes things like

adaptations to policies and procedures, changing practices to include everyone and

changing a ‘No Dogs’ policy to incorporate guide dogs.

Reasonable changes to premises. This will include disabled ramps, handrails or wider

doors to allow access.

Providing auxiliary aids and services. Having the option of large print, braille or audio

which assists clients is included here.

Adequate protection needs to be given to people who have a disability but this does not

necessarily need to be at huge lengths for the company. Customer service practitioners will

have a hand in implementing any changes as they will be dealing with clients directly and

able to spot any potential issues that could arise.


19

Unit summary

Throughout this first unit we have covered legislation, policies and procedures that are

required within a business so that a basic foundation is in place for quality customer service

to be given. We have looked at specific laws and acts that are in place for all businesses to

abide by so that no client is discriminated against or treated unfairly. Using these outlines

you will be able to work within the confines of the law and provide goods and services to

anyone without fear of repercussions over your actions.

You should now have a better knowledge of what laws and legislation are in place for you

to work within restrictions and provide quality customer service to all your clients.

advanced diploma in customer service level 3 · 2018-09-03 · advanced diploma in customer service...

Documents