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Customer Service Legislation

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Introduction

Customer Service Legislation Customer service staff who deal with customers should know about the impacts and effects of legislation and regulations that protect the consumer when buying goods and services. Also customers are inevitably going to come and raise legal issues, so it would be a great deal of help to staff if they had a grasp of the basic legal principles. Sale of Goods Act: The sale of goods act states that all goods purchased should be: of satisfactory quality, so the goods must meet the standard that a 'reasonable' customer would expect, taking into account its price and any description. Goods should also be fit for purpose, this covers all purposes mentioned by the seller, for example if you wanted a camera that would work with a certain computer programme, the seller must not sell you a camera that does not work with that computer programme. The product must be as described on the packaging, display sign, or by sales staff.

Middle

"our swimming pool is the best in the country" when it is not. Customer Credit Act: The consumer credit act requires any business dealing with debts, e.g. debt collection, debt adjustment, etc. or credit brokers, to obtain a consumer credit license from the office of fair trading. Trading without a license is a criminal offence and can be punished with a fine and/or imprisonment. The Act also requires certain credit and hire agreements to be contained in writing, set out in a particular way and to contain certain information - for example, they must contain an annual percentage rate (or APR) which is based on the 'total charge for credit' so that consumers can work out the comparative value of the deals. Weights and Measures Act: The Weight and Measures Act ensures that all weights and measures used on products are correct. So that when a consumer is buying twenty litres of petrol what they get is twenty litres of petrol and not anything less.

Conclusion

* UK consumers will have the right to replace or have repaired goods if they are faulty. * If the goods develop a fault within the first 6 months, and the retailer wishes to disagree with the claim, the retailer has to provide evidence that the fault was not present at the time of purchase. Trading Standards and the Office of Fair Trading: If a consumer would like to complain then they are entitled to take their complaints to their local Trading Standards office. When this is threatened the retailer usually gives into the demand as the unfavourable publicity will not reflect will on the company or its reputation. The Office of Fair Trading is the UK government's consumer protection agency. The OFT states that it is "responsible for making markets work well for consumers...by promoting and protecting consumer interests throughout the UK, while ensuring that businesses are fair and competitive". Will Hindle

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