Respond to legislation which affects customers' rights
Overview
This standard is for those who are required to respond to legislation which affects customers' rights. It focuses on ensuring the customer is made aware of refund and guarantee policies and also deals with pricing policies and the role of Trading Standards.
This standard is aimed at those working in a customer-focused environment such as a plant nursery or garden centre.
Performance criteria
You must be able to:
check that customers have been made aware of refund policies in accordance with relevant legislation
handle customer refunds correctly in accordance with their rights
check that customers have been made aware of any guarantee policies in accordance with their rights
handle customer guarantee enquiries
check goods are priced correctly and deal with any pricing queries
confirm products are fit for sale
check sale/reduced price goods are correctly labelled
maintain customer confidentiality
confirm that all customer details are stored safely and securely in accordance with data protection legislation and organisational procedures
Knowledge and Understanding
You need to know and understand:
Scope/range
A. respond to problems and complaints covering:
- sales
- refunds
- guarantees
- customer rights