This week’s topics
Customer service fundamentals and regulation
- Consumer Rights Act 2015
- General Data Protection Regulation (GDPR)
- Business benefits of quality service
- Competitive advantage and retention
- Consumer Rights | What consumer rights do I have?
- Protecting Personal Data and the General Data Protection Regulation (GDPR)
- Service Quality: Factors contributing to service success
- Data protection, copyright and the law
What you will be able to do
- 1.1 State the legislation and regulations which influence customer service.
- 1.5 Explain why effective customer service is important to a business.
Activity
Start with this week’s 4 videos, then: Seminar, guided reading and a short written task: state the legislation and regulations which influence customer service.
Study materials
Videos
- Consumer Rights | What consumer rights do I have? · YouTube · Two Teachers · 6 min · for registered students
- Protecting Personal Data and the General Data Protection Regulation (GDPR) · YouTube · BODi Business · 10 min · for registered students
- Service Quality: Factors contributing to service success · YouTube · Galton College · 8 min · for registered students
- Data protection, copyright and the law · Oak National Academy, Key Stage 4 (GCSE level) · for registered students
Further resources
- Consumer Rights Act 2015 · Reading · legislation.gov.uk, legislation · for registered students
- ICO: UK GDPR guidance and resources · Reading · GOV.UK, guidance · for registered students
- Entrepreneurship, ch. 8.6: Sales and customer service · PDF · OpenStax, textbook chapter; pp. 304–314 · for registered students
Materials marked “for registered students” open in the student portal, which is set up as soon as you receive final acceptance.
