2.4 Explain How Legislation And Regulations Affect Customer Service Case Study

2.1 Describe how sales and consumer-related legislation and regulations affect the delivery of customer service

When you sell a product to a customer, you are entering an agreement or contract with them. Under the Sale of Goods Act 1979. A customer has legal rights if the goods they purchased from you do not 'conform to contract' - ie if they are faulty or broken. Under the Consumer Rights Act, in order to ensure your products conform to contract, they should:

• match their description - by law, everything that is said about the product must not be misleading, including whether it is said by a sales assistant, or written on the packaging, on advertising materials, in-store or in a catalogue

• Be of satisfactory quality - including being

for friends or family). This is because of equality and diversity. By abliging to this, we are making sure that everyone is treated equally and fairly. Failure to do so could damage not only my reputation but the businesses reputation as well. In my setting, the staff are trained to a high standard so this does not happen.

2.4 Explain how equality legislation affects customer service

When making decisions the Equality Act 2010 gives us a duty to take into account the need to:

• eliminate discrimination, harassment and victimisation

• advance equality of opportunity

• foster good relations between different parts of the community

This covers, age, disability, gender reassignment, marital or civil partnership status, pregnancy and motherhood, race (including ethnic or national origin, colour and nationality), religion or belief (including lack of belief), sex and sexual orientation. In my setting we sometimes encounter language barriers when talking to customer from a different origin/country. We usual work around this by kindly asking if they can translate via email (through google translate). Not only this but a lot of customer are not as intelegent as we think so there for we offer to be patient and respectful when it comes to explaining problems

Any data you gather must be accurate, kept up to date and deleted when you no longer need it. If it is sensitive information that relates to ethnic origin, personal beliefs, health and so on, you must have written consent to use it. Personal data must be: Fairly and lawfully processed; Processed for specified purposes; Adequate, relevant and not excessive; Accurate and, where necessary, kept up to date; Not kept for longer than is necessary; Processed in line with the rights of the individual; Kept secure and not transferred to countries outside the EEA unless the information is adequately protected. In my setting we use an online storage program called ‘SalesForce’. This is where we keep all of our customers details (can be personal details such as Name, Location). If any information is stored, either on paper or electronically, then we must remember to destroy any expired data (i.e. using a shredder or perminently removing them from a