Pizza Hut meets the needs of this type of customer by offering a selection of food that allows the customer to choose what they want like a vegetarian pizza for vegetarians for example. This allows customers to choose different options to choose to suite their needs.
Pensioners would also be classed as another type of customer to Pizza Hut; these customers will not be that popular however they will still go to Pizza Hut. These customer will need some assistance when choosing from the menu’s and also when perhaps moving around from place to place. This shows that the business can prioritise customers when needed to.
Pizza Hut meets the needs for pensioners by providing the general help and assistance provided by the general staff. This would basically meet the needs of the business as they would be satisfying the customer. Also Pizza hut providing value for money as pensioners don’t have enough income to afford anything to expensive.
Another type of customer that Pizza Hut encounters are children. These will be one of the businesses main customers as children will want to have their birthday parties at the business bringing a huge profit to the business. The children would also need their own menu’s as they would not require or eat and adult meal.
Pizza Hut is able to meet the needs of children as they offer a children’s menu as they do not eat large portions of food. Pizza Hut also offers a party facility that is able to provide a party service for children. Also they provide portioned food at reasonable prices.
Pre-transactional, Transactional, and Post-transactional
Pre-transactional
From Pizza Hut, customers would expect pizza hut to have food prepared before they would actually go into such as the buffet for example already for customers to go up and help themselves. Customers would also expect a line to call the organisation on to arrange bookings and to see whether there would be any spaces available for whenever they would want to visit the restaurant. Clean parking spaces would also be expected along with some parking spaces available for Pizza Hut customers. The opening times should also be stated clearly somewhere ready for the customer to view the opening and closing times of the overall restaurant.
Transactional
Customers would expect hot food and also the staff to be there to serve hot food properly cooked, looking out for the customers best interest and the required food ordered by the specific customers. Customers would also expect a polite and friendly service provided by all members of staff and for them to ask if everything is ok with their order and whether they may need anything else but also give customers some space when necessary. Clean facilities would be expected from the customer as they will not return to the business or simply walk away from that business. When the bill is to be requested the customer would expect the employee to bring it to them when requested or anything else for that matter.
Post-transactional
When the customers have finished using the business and their general services they would generally expect a good customer after care service which would potentially allow customers to go back to the business which would be Pizza Hit in this case. This service would allow customers to go back to Pizza Hut or phone the business and allow customers to either complain about their experience or perhaps give a compliment to their food services or the general staff. Also a correct receipt would also be required as this would show the business would know what they are doing where as if they had an incorrect receipt then this would leave the customers most certainly unimpressed with the services that the business has provided.
ASDA
The next business that I have chosen to do for this unit is ASDA. ASDA is also a well-known business around the world as well as just Pizza Hut. This would mean that ASDA have both internal and external customers visiting their business and using their services.
Background Information
ASDA is one of Britain’s best value retailers and it became part of the WAL-MART family near enough to 6 years ago in 1999. ASDA was founded by a group of farmers from Yorkshire in 1965.
Internal and External Customers and their needs
Again internal customers would be classed as anybody working for or involved within the business such as the till operators and those who stack the shelves at ASDA for example. Again these employees would need a minimum wage to survive on and the general basic needs as well.
ASDA as a business also has external customers that can involve anyone who is potentially classed as a customer to the business. For ASDA external customers would include; Families, Men, Woman, Car Owners, Pet Owners, Special Needs Customers, Individuals, Children, Passing Trade, Pensioners, Ethnicity, and People With Special Dietary Needs.
As families would generally be one of the main customers that ASDA would encounter, they offer certain equipment for these type of customer which would make it easier for this type of customer as they offer small trolleys for toddlers that would be able to walk and also trolleys that would have a baby seat attached to the front making it easier for parents keep an eye on their children of whatever age as their seats range from different ages. ASDA also offer baby changing facilities to make shopping easier for their customers. Also ASDA provide a restaurant for their customers in which they provide special family deals which would also include kids meals as this would benefit families as children do not actually eat a great load and they would be getting value for money. ASDA also offer their own brand of clothing called GEORGE which would be beneficial for clothes shopping for the family too.
ASDA is able to meet the needs of families as they offer certain equipment that families and perhaps single parents could use such as the miniature trolleys that ASDA would sometimes offer to their customers. Also offering family deals within their restaurant that would benefit customers because they would find it efficient for them as ASDA offer kids meals too. Families would also be getting value for money.
Men would use ASDA for a variety of things, as men would usually perhaps purchase clothes from their brand called GEORGE, which offer a range of men’s clothing and also jewellery. ASDA also offer a pharmacy that would also obtain perhaps services that would benefit them and also offer an opticians as well as a pharmacy. ASDA also provide a range of magazines to choose from as they have a range of men’s magazines.
ASDA meet the needs of this type of customer as they provide a range of different things that would generally be aimed at this gender which would benefit them when purchasing the item or using the general service.
Another customer that would usually visit ASDA is women as offer again a pharmacy and an opticians for their use. ASDA also offer a range of magazines that would generally be aimed at women.
Again ASDA meets the needs of this type of customer, as they would provide a range of different things that would be aimed at this specific gender.
Car owners are another one of ASDA’s main customers as ASDA offer a petrol station to their customers and also car insurance as well. ASDA also offer a car wash as well as insurance and a petrol station as this brings much more of a variety to their organisation. Also as ASDA has a fairly large car park they also offer a service in which would help customers to take their shopping to their car, as ASDA’s staff would provide the help. ASDA also provides parent and child parking and disabled parking making it easier for car owners to access ASDA efficiently when going in and out.
ASDA meet the needs of car owners as customers is providing them with an efficient well looked after car park that allows both disabled and parent and child to park on the car park with ease as there are separate parking areas for both near the entrance and exit of ASDA. ASDA also provides a petrol station which would benefit car owners when perhaps driving out of the ASDA’s car park when they may perhaps just need to refill their tanks and so on. A car wash is also provided for whenever a car owner customer may want to perhaps wash their car too as all of these options are available to all ASDA’s customers.
Pet owners would be another one of ASDA’s customers as they offer a place outside of the ASDA Wal*Mart for a place for pet owners to leave their pets which would allow shoppers to experience a calm and worry free shopping spree knowing that their pets would be safe. ASDA also offer Pet Insurance enabling customers to confidently rely on them when it comes to caring for their pets.
ASDA meet the needs of this customer by providing a spot in which customers may leave their pets while they go shopping for a while to ensure that their loyal companions would in fact be safe while they are to be away and they also offer Pet Insurance as which would give customers the confidence in leaving their pets with ASDA in the first place.
Special needs customers are another one of ASDA’s main customers as they would encounter them all the time as ASDA is a well known industry. For example ASDA offer a disabled parking area based at the front of the store making it easy for disabled users to access ASDA in and out with ease. They also provide double doors, which are also automatic, which would help the disabled user again access ASDA with ease, as they would not need to worry about the hassle of opening the doors to get into the store. ASDA also provides a flat escalator and a lift for those of disabled as it will help them to travel around ASDA with ease and leaving this customer happy with the service as they would then be able to roam around freely.
ASDA help meet the needs to this customer as they offer a disabled parking area and automatic double doors enabling disabled customers to easily access the organisation sufficiently. ASDA also provide a flat escalator and lift making it easier for disabled customers to go upstairs as well as downstairs.
Individuals would also be another one of ASDA’s customers, as they would just come to ASDA to simply shop and purchase their services and products.
ASDA meet the needs to this customer as they offer a range of services and products to purchase from retail to food.
Children again are one of ASDA’s prime customers as they will almost certainly be within the store. Children have their own section within ASDA’s very own restaurant. ASDA also provide a lot of electrical goods to choose from and games too. Some trolleys have also been modified to fit the needs of certain trolley’s so they may actually sit in them too as well as having miniature trolley’s so they may do a little bit of their own shopping too.
ASDA help to meet the needs of children by offering a wide variety of things to choose from as they provide children’s clothing, a specialised section in the menu provided only for children as they do not potentially eat a great deal like adults, they offer modified trolleys so parents may sit them within the trolley with them whilst shopping or rent out their very own little trolley in which children would be able to carry out perhaps their own little shopping spree, ASDA also offers children’s toys as well as DVD’s and games too.
Passing trade will always be one of ASDA’s customers as you never actually know when customers will just come into the store by chance. ASDA however would in fact help this customer to pass easily as this customer would expect a quick and easy service that ASDA would provide.
ASDA meet the needs of this customer by providing a self check out system which would allow this customer to get in and purchase their product or service with ease and not to mention a quick service as well.
Pensioners would also visit ASDA as a customer, simply for general grocery shopping or retail.
ASDA meets the needs of this customer by also providing them easy access around the building such as the easy use of escalators and a lift too. ASDA also provides everything that you would potentially need as well.
Those of a different culture would also be classed as one of ASDA’s customers as they cater for different cultures to satisfy their needs. ASDA also provides a multi-cultural friendly team as well making all customers feel at home as they would feel at ease and not out of place.
ASDA would meet the needs of this customer as they have a range of staff that would be able to communicate with those of different cultures as they also offer a different variety of cultural food as well as they cater for potentially everybody’s needs.
People with special dietary needs would shop at ASDA because of the fact that they provide a range of different food which can be purchased for all different dietary needs such as vegan’s and vegetarians for example.
ASDA helps to meet the needs of this customer is by being able to cater for different general dietary needs allowing to meet the needs to all of their customers.
Pre-transactional, Transactional, and Post-transactional
Pre-transactional
Before customers visit ASDA they would expect a fairly big parking space ready for their customers to use the car park. Customers would also expect the car park to be clean useable ready for opening times. The customers would also expect ASDA to actually be open when they actually say they will be open. The customers would also expect trolleys to be available from trolley points from the car park and also located ready to use at the main entrance of the ASDA. Customers would also expect ASDA to fully stock their shelves before opening the store. Customers would also expect a number of employees to be working on the shop floor ready to help them when needed. Another thing that customers would expect to see are the opening and closing times stated clearly somewhere within or outside of ASDA.
Transactional
Whilst browsing around ASDA customers would generally expect all the shelves to be stacked whilst they are there ready for them to actually get on with their shopping and potentially no gaps in the shelves. The tills would also be required to be open whilst the customer would be browsing through the shop floor ready for them to serve the customers for when they would wish to purchase their items and also potentially hardly any ques to que behind. The customers would also expect employees to be working on the shop floor as well.
Post-Transactional
ASDA’s customers would expect ASDA to also have an after customer service plan as if the customers have any queries or problems about ASDA’s products of general services it would allow customers to get in contact with the business. The customers would also expect ASDA to have their customer service desk open so it would be easier for the customers to either complain or compliment the business. The customer would also expect to receive the correct receipt for the purchase of their products as they would potentially unable to return the item if this does not happen.
Pizza Hut has many strengths and weaknesses within their business. When visiting Pizza Hut, the overall business and staff that had shown both strengths and weaknesses.
Staff
To begin with the staff were all wearing the same uniform which helped us to differentiate them from normal customers and the general staff. Simple black trousers and a black shirt with the Pizza Hut logo on them, with their name badge attached too, followed by a black apron as their overalls. The staff would generally have to wear this uniform as a part of their contract. This would act as a advantage to the business as it shows they are prepared to act as a overall business which would help consumers to tell the difference between the staff and the overall customers. Although they did have a uniform it was very hard to tell the difference in trying to tell those of higher rank such as the Manager for example.
The staff however did not provide a prompt service while serving the food and drink to their customers. The only time in which the staff had provided us with a prompt service was in fact when they were bringing out the pizza’s to our tables but even then they did not ask us whether we would prefer these pizza so as a result of this most of the pizza’s bought were not eaten because the customers did not like the pizza bought out or they didn’t ask the customers for the preferred pizza’s to be bought out. Also they did not return to the table asking us for refills and whether we needed anything else from them. Customers had to go and get their drinks from Pizza Hut’s bar. Although they did bring other items to our table such as the sauces when asked for which would have potentially be seen as a strength to the staff.
The staff did not actually show us to our tables as we had to be seated ourselves. They also didn’t ask us if we needed any other essentials such as our drinks. This would have left the customer feeling as though they were not the main concern to the business. There was also no notification to where the toilets were located and the fire exits too. The staff however told us what was available at the time and on the menu too. The staff also asked us which meal we would have wanted to order so they suggested the buffet as it was that time of the day.
An activity that also should have taken place was in fact that they worked together as a team and just generally with their fellow employees. The staff at pizza hut when I went for a visit, the staff did not cooperate properly with one another as they did not communicate properly with each other when taking and giving their orders out as most of the time they did not give us the pizza’s desired as they didn’t actually ask us what pizza’s we would prefer to eat so as a result not all of the pizza’s were eaten. They had also clearly shown that they had not catered for everyone’s needs such as vegetarians as there were precisely two placed on the table and no more one at the end of each table and then no more were placed on the tables at all. This potentially would have been classed as a weakness as they had clearly shown that their communication skills were poor. However they had failed this service they, did work together when serving the food as they bought it out as soon as it so it would have been hot.
Another vital activity in which the staff must carry out is training as this would be essential for the general staff of any on going business such as a health and safety course for example. Staff would generally be trained by the business so they would get to know their surroundings and what to do in case of an emergency and what to do if they were to every experience an awkward customer. This would help to prevent any accidents from occurring and misunderstandings occurring within the restaurant. This would be classed as a strength as the customer would see that the business would be looking out for their best interest.
The staff would also have to attend a food hygiene course as this would be essential for pizza hut’s staff as they would be working with food as that is what pizza hut is all about. Although this may act as an advantage to the employees and the general business overall it would also act as a weakness as the busy may not be able to afford to send their staff on this essential training and it would generally cost a lot too. Although there are many ways in which you can do this the business may either choose to send their staff whilst still at work or give them time off.
Another weakness is employees will have to have time out of work to go on these courses, this will make the business staff down.
Interpersonal Skills
During learning the essential needs to Customer Services the employees would have to carry out would be interpersonal skills. This would generally be monitored by how the staff would act upon certain things such as a customer for example and their general personality and attitude toward things, their body language, hygiene and general behaviour. All of these qualities are essential for the staff and the general business overall to have as it gives a good impression to the customers that would be potentially be connected to the business and their employees.
The waitresses who were serving us at the time in which we had visited Pizza Hut expressed themselves to be quite confident and open when talking to their customers, as they were able to take our orders confidently and also give the orders too. However if the staff would act in the opposite was then it would perhaps make the customer feel awkward when giving the order as they may not feel confident it talking to the member of staff.
The employees must also have the correct attitude towards customers and their work. The staff at Pizza Hut however when we went did not seem as though they wanted to be there. This would potentially act as a weakness upon the business as the customers would easily pick up on this creating their experience to be poor. However when we went to Pizza Hut the staff seemed to be approachable at the time.
Hygiene is another interpersonal skill in which the employees would need to have as this is an essential part as if the employees are not hygienically clean then it could be very off putting to the customer. The chefs were potentially wearing their cooking uniform and a hat or hair net too which would comply with the hygiene rule. The chefs also wore gloves when preparing the food which would have made the preparation of the food very hygienic.
The employees personality would also be classed as an interpersonal skill but it could easily be classed as both a weakness or a strength to the business. In this case when employing staff for Pizza Hut they would need to provide them with an out going personality in order to carry out this job. Having someone with an out going personality would potentially would make the customer feel more comfortable whist in the restaurant.
Another interpersonal skill in which the employees would need would generally be their good behaviour. Staff must always carry out and obtain a professional behaviour whilst at work and when dealing with a customer.
The Impact of Good and Bad Customer Service
The impact on both good and bad customer services would have a different impact on a business like Pizza Hut for example.
If Pizza Hut are to provide a good customer service for their customers then it would potentially have a positive image on the overall business because they would potentially receive good feedback off the public and their public image would improve too. As a result of this they would receive more customers on a daily basis. This would help Pizza Hut to improve their corporate image too. If the staff would also go up to the customer on a face to face basis and ask whether they are satisfied with the service provided or whether they would require anything else from the overall customer but in a way in which wouldn’t hassle the customer. This will please the customer as they will feel as though they may have bought a value meal as they have experienced a quality service and because of this they may recommend the restaurant to their friends and family and also return to the business. Overall the impact of a good customer service on the business would result in positive feedback and perhaps a rise in profit.
If Pizza Hut are to provide a bad customer service then it would have an overall negative image of the business because the reviews and comments from those customers who have experienced the services provided by the business. This would potentially mean that they would generally loose profit and their generally loyal customers to the business. Also their image would also be down graded because of their bad customer service. It would also potentially result in negative press too. Potentially having a bad customer service can damage the businesses reputation greatly as it can result in the closing of the business.
Recommendations for Pizza Hut
- Automatic doors
- A wider fire exit door
- Separate toilets ie baby changing facilities, disabled toilets.
- The buffet could be placed somewhere more suitable
The first recommendation in which I would have suggested for Pizza Hut would in fact be installing automatic doors as it would be much more beneficial for the business and the customers as they would potentially be able to enter and leave with ease especially those who find it hard to walk through single doors.
The second recommendation I think is suitable for Pizza hut is a wider fire exit because if there were ever to be an emergency then those of wheelchair users may not be able to actually get through the doors which could cause a potential hazard to the customers and the business.
The third recommendation I think is suitable for Pizza Hut would be having separate toiletries as they are all joint together as one system. Separate toileting facilities would be much better as the customers may feel more comfortable when using the facilities.
Another recommendation that I would suggest Pizza Hut would need would to have a buffet placed in a more suitable place within the restaurant although the general Pizza Hut do not have the general space to increase the buffet bar. Although they could place it in a more convenient place which would also enable more room for the customers to go around the bar and pick their food.
Maintaining and improving customer service and keeping customers
‘To be the best hospitality business in the world’
‘Our passion starts with our people, as it is our people that make the difference. We want to be loved and trusted, not only by our customers, but by our employees as well.’
The above is what Pizza Hut stated for improving customer service and keeping their customers happy along side the fact that it is possible that it would be one of their main business’ aims as well.
Pizza Hut will do the above by implementing operational strategies by building people capability in order to provide a come back again service which would then follow a passion for product that will drive sales and finally maximise profit.
Pizza Hut also
Mystery Shopper
A Mystery Shopper of Diner in this shopper is a customer sent by the business themselves or the head board to evaluate the quality of their services that they would offer to their usual customers in a certain Pizza Hut branch. This customer would then be given a tick sheet to tick a selection of boxes in which the employees should have done such as whether they welcomed the customer when entering the business or simply asking what drinks they may want whilst they are considering their food choices from the menu’s.
Having a Mystery Shopper or Diner in this case would benefit the business greatly as it could give the business to improve on the things that the mystery shopper could have picked up on such as poor communication for example. Also this could give the business a chance to boost its reputation by providing an excellent service even though they may not necessarily know when or where the mystery shopper could be. This would also give the manager of the branch that would be observed to take the time and improve on his/her staff and try to work on the occurrences that were most noticeable and that might have been obvious to the customer as well. This would also give the manager a chance to observe what their staff is really like when he/she might not be there at that specific time or place.
Following benefits or advantages that would help the business there are also disadvantages when having a Mystery Shopper visit the branch as the Mystery Shopper could have come on a bad day giving the overall branch a negative report which could harm the credibility of the Pizza Hut. Having a bad report could also result in the success or the failure of the business as the employees may not be meeting the business aims and objectives partly on the manager’s behalf.
Internet Feedback
Internet Feedback is another way in which Pizza Hut are able to let their customers to communicate with them if they may or may not have a problem with their dining experience.
There are benefits as to why this service would work in Pizza Hut’s favour as this would be another way in which customers could get in touch with the business and it would allow the customer to give both positive and negative feedback. This would also act in the customers favour as well as Pizza Hut’s because of the data protection act which would make sure that the customer has writes over the business when it comes to either passing on their details and ensures 100% confidentiality between the customer and the business.
There are also disadvantages when it comes to having an internet feedback service as the customer may exaggerate their earlier experience of Pizza Hut when for example the service may not have actually been that bad or good in some cases. Another reason as to why this service could act as a disadvantage as it would take time to actually get onto this service and customers may not have the time to comment on the services that they may have experiences. Customers may also forget about the service or just initially what they may have wanted to say in the first place. Things could also be misinterpreted due to the way in which it would be written to the business.
UK and EU
The Office Of Fair Trading
The office of Fair Trading in the UK’s main consumer and competition authority. It is also a non-ministerial government department established in 1973. They basically make sure markets work well for general consumers. They would initially do this by encouraging businesses to comply with their competition and general consumer law. This would help improve their trading and practices generally through self-regulations. They would also act decisively to generally stop deliberate offenders and also studying markets which then would be required to do the recommended action suggested by The Office of Fair Trading. The Office of Fair Trading also makes sure that consumers are aware of the knowledge and skills in order for them to make informed choices to get the best value from general markets. This would also help them to resolve problems with suppliers through Consumer Direct.
An example of this with Pizza Hut could be having small competitions within puzzle books for example in kids bags that they would usually give out on parties and other events that would also be taken there. Also they could also give a free competition with certain meals in which their customers could order.
Competition Commission
The Competition Commission, (CC) is one of the most independent public bodies which potentially help ensure healthy competition between companies in the UK for the general benefit of companies, their customers and the general economy.
The Competition Commission replaced the Monopolies and Mergers Commission in 1999 which would follow the Competition Act 1998. The Competition Commission however is mainly focused upon general competition issues. The Enterprise Act also gave the Competition Commission the power to direct companies to take certain actions in order to improve general competition.
This would generally ensure that all companies would basically keep their rivalry clean and fair. This would also ensure that all rivals would also get a fair chance when a property would be on sale giving all companies a fair chance and giving the less popular one the opportunity to get in there before the larger names and also help them to clime up with the larger companies.
Trading Standards Department
The Trading Standards Department exists to promote and further protect the success of a general modern vibrant economy and also to safeguard the health, safety and wellbeing of the general society by enhancing the professionalism of certain members in support of empowering consumers and also to encouraging honest business and targeting rogue traders.
Consumer/buyer’s rights would also be included within the Trading Standards Department for Pizza Hut as their prices should be clearly stated when the customer would be purchasing their food and they should always remain the same and never change unless there would be a discount available or a special offer at hand. So Pizza Hut should already have a price list ready for customers to use.
Fair Trading also links into this department as well as the price of food and drink must be made clear to the businesses customers such as Pizza Hut in this case. The easiest way in which to carry out this would be to use a price list which customers should clearly be able to read,
The Trading Standards Department would ensure that Pizza Hut stick to their prices throughout and when stating them that, that would be what the customer would be charged, nothing more and nothing less.
Advertising Standards Authority
The Advertising Standards Authority are generally here to make sure all advertising, wherever and whenever it appears meets the high standards that would be set down within the advertising codes. The Advertising Standards Authority is basically the independent body set up by the advertising industry to regulate the rules. The strong point of the self-regulatory system lies in both the independence of the ASA and the support and commitment given from the advertising industry, through the Committee of the Advertising Practice, to the standards of the codes. This would protect consumers and create a level playing field for the advertisers.
However if Pizza Hut do not comply with ASA then they could result into the loss of profit because of the banning of their advertisements. This could result in the business getting into a lot of debt and perhaps decreasing the companies overall reputation. Also as a result of this Pizza Hut might have lost money where they could have used it else where.
Data Protection Act 1998
The Data Protection Act determines how your personal information would be used and how it would generally protect you from the misuse of your personal details. The data used should be fairly and lawfully processed for a limited purpose. The personal information given should not be kept longer than necessary and should also be kept secure and safe. The Data Protection also makes sure that your information will not be passed on without your general consent.
The Data Protection Act 1998 ensures that Pizza Hut keeps all of the customer’s details confidential and just within the company and would generally not be passed on without the customer’s general consent. This act also ensures that the business do not keep the customers information longer than necessary.
Supply of Goods and Services Act 1982
The Supply of Goods and Services Act 1982 ensures that the consumer will receive their product at satisfactory level and generally fit for their purpose. For example if the supplier does not carry out the work with reasonable care and the general skill required then this would be comply against the Supply of Goods and Services Act 1982. The consumer would then have the overall right to claim compensation from the supplier for their failure to carry out what was initially agreed.
This act would ensure that the customer would
Trades Descriptions Act 1968
The Trades Descriptions Act 1968 generally makes it an offence if a trader applies a false trade description to any goods. Also if a false statement about the general product or service would also go against this act.
Food Safety Act 1990
The Food Safety Act 1990 aims to guard consumers by preventing ill health from the consumption of food and also by preventing the business from misleading the consumer from the original food that the consumer would have purchased.
Disability Discrimination Act
The Disability Discrimination Act makes it unlawful to discriminate against those that would be classed of having a disability, in connection with employment and the overall provision of goods, facilities and the services offered by the general business.
Sale of Goods Act 1979
The Sale of Goods Act 1979 makes sure that traders must sell goods that are described to either more or a general satisfactory quality. If traders do not meet these requirements then the consumer would generally have the right to ask for their money back and also reject the overall unsatisfactory product providing they do it within the time limit given. They also have the rights to ask for a repair, replacement or generally claim compensation.
- Possible consequences of non-compliance with all relevant legislation and standards, using specific examples wherever possible.
- Requirements for a safe and secure working environment
Health and Safety at Work Act 1974
Public Liability Training - Evacuation
The office of fair trading, trading standards departments competition commissions ASA
