Helping you and your teams to be more effective
This chair collapsed. How can you tell if it was faulty or simply misused?
Complaints Masterclasses
UPHOLSTERY - FLOORCOVERINGS - BEDS - CABINETS/FITTED FURNITURE
Practical courses to help you understand the key complaints for each product range, why they arise and how to deal with them. And, of course, ways to prevent or reduce the risk of them arising in the future.
Each course includes an overview of the relevant consumer law and real-time demonstrations to provide confidence when dealing with these issues.
How do you go about inspecting a bed?
Inspections Masterclass
Going into a customer's home can be scary. In this course we look at how to conduct an inspection, what to look for, how to relate to the customer, what to say (and not to say) and how to prepare your report.
For inspectors who may be called on to provide expert witness reports this course can also include training on the Civil Procedure Rules and preparing a report for Court use. Training about giving evidence in Court is NOT covered, but can be provided on a one-to-one or small group basis according to demand.
Pricing regulations can be complex
Consumer Law for furnishings retailers
Repair, replace or refund? Who says? And what about compensation? This course will make things clear. Topics covered include:
Selling on and off premises, pricing and point-of-sale information, terms and conditions, statutory rights and obligations between you and the customer and between you and the supplier, guarantees, Trading Standards and other regulators and the County Court.
A practical and informative course for any furnishings business.
SHading: who's responsibility?
Customer Service for furnishings retailers
A practical look at customer service processes and procedures for furnishings retailers. Topics covered include:
The customer journey, making it easy for your customer, handling complaints effectively, getting and learning from effective customer feedback, social media and how to deal with it.
This course will enable you to review how your business serves its customers and develop a strategy to become the business your customers want to deal with.
