This site is powered by the ProTrainings platform.
All content Copyright © 2024, ProTrainings, LLC. All rights reserved.
This video is normally available to paying customers.
You may unlock this video for FREE. Enter your email address for instant access AND to receive ongoing updates and special discounts related to this topic.
In the realm of customer service, it's crucial to be aware of the legislation and regulations that govern your actions and advice. Understanding these legalities ensures compliance and prevents potential breaches.
The UK is governed by three legal systems: English law, Scottish law, and Northern Irish law. While English and Northern Irish laws are similar, Scottish law differs significantly. Basic knowledge of these laws is essential for customer service professionals.
Adherence to your employer's policies and procedures is mandatory as they are designed to comply with current legislation. When in doubt, consult your manager.
Laws that could impact your role include data protection, consumer protection, health & safety, equal opportunities, and disability discrimination.
Understanding legal rights is vital when dealing with customer complaints. Lack of knowledge could exacerbate the situation.
Maintain a professional and helpful demeanor, especially during complaints, to prevent escalation.
Specific industries have additional regulatory bodies, like ABTA in the travel industry, whose rules must be followed.
Regulations directly related to your working practice include manual handling and display equipment regulations. Ensure your workstation is safe and comply with local health and safety procedures.