KBzine: the original kitchen and bathroom industry e-news - since 2002
23rd June 2017
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Fitting kitchens, bathrooms & bedrooms? What could possibly go wrong?
An unforeseen problem occurs with the installation of your customer's new kitchen... your customer is without their cooking facilities - should you buy them a three-course meal in a restaurant or a take-away pizza? ...This might seem like an obvious decision, but your customer might think otherwise.
Knowing the law and managing the expectations of your customers will help you to provide a customer focussed and professional service. An industry specific course about consumer law and home improvement complaints, covering the installation of kitchens, bathroom and fitted bedrooms, will help you understand when you can say no to a refund, when to offer a repair and when you must pay out.
The Furniture Ombudsman's 'Principles of Consumer Law and Understanding Home Improvement Complaints' training course is for anyone involved in customer service and will take place on Tuesday 19th November.
"Even the best in the business experience the occasional issue and some of those issues could prove to be out of your control," warns Jon Walters, Service Delivery Manager for The Furniture Ombudsman. "This may involve compensating your customer, but keeping a customer happy whilst keeping an eye on your own profit margin can be a difficult line to tread.
"Common complaints in the home improvement industry include delays and inconvenience through loss of facilities, damage to property, issues with the quality of the fitting or design and supply-only contract issues. Products and services in this sector are usually of high-value, so if your customer is not happy they may request financial compensation. The course looks in detail at the law surrounding home improvement complaints, such as issues with the fitting of kitchens, bedrooms and bathrooms. Knowing your rights as a supplier or retailer will help you make the correct decision for each situation."
The Furniture Ombudsman is contacted by around 125,000 consumers each year and has its finger on the pulse of consumer issues and complaints throughout the furniture and home improvement industries.
The course covers aspects of consumer legislation and its practical application, what to consider when evaluating complaints and the potential outcomes based on the Ombudsman's experiences. It also includes information about contracts, statutory rights, The Sale of Goods Act and The Supply of Goods & Services Act.
To ensure that training is affordable for the whole industry, courses cost £150 for members of the Ombudsman and £250 for non-members.
25th October 2013