# data[].attributes.body
A useful BBC bitesize guide and quiz

# data[].attributes.attachment_link.readable_text
The law gives customers protection against unfair selling practices. You do not need to know specific Acts but you do need to understand how fair trading regulations protect consumers.

The consumer has basic legal rights if the product is:

given a misleading description

of an unsatisfactory quality

not fit for its intended purpose

Sale and Supply of Goods Act 1994

This Act says that all products have to be of a 'satisfactory quality'. This means that they have to:

last for a reasonable amount of time

be fit for their intended purpose

have nothing wrong with them (unless the defect was noted at the time of sale)

Trade Descriptions Act

According to the Trade Descriptions Act, false or misleading information must not be given about products. For example, accurate information must be given about the product.

Fake designer goods that are marketed as genuine are a clear breach of the Trade Descriptions Act.

Consumer Credit Act 1974

This Act protects you when you borrow or buy on credit. The Consumer Credit Act states that:

Businesses must have licences to give credit.

No one under 18 is to be invited to borrow or buy on credit.

Businesses have to state an Annual Percentage Rate (APR). If you sign a credit agreement at home you have several days in which you can tear up the agreement. This is called a 'cooling off period'.

# data[].attributes.attachment_link.title
Consumer protection - The marketing mix - GCSE Business Revision - Other - BBC Bitesize

# data[].attributes.attachment_link.description
The law gives customers protection against unfair selling practices. You do not need to know specific Acts but you do need to understand how fair trading regulations protect consumers. The consumer has basic legal rights if the product is: given a misleading description of an unsatisfactory quality not fit for its intended purpose This Act says that all products have to be of a 'satisfactory quality'.

# data[].attributes.body
Customer Service vs Customer experience

# data[].attributes.attachment_link.title
Customer Service Vs. Customer Experience

# data[].attributes.headline
A-Z Customer Service and Complaints Management

# data[].attributes.subject
A-Z Customer Service and Complaints Management

# data[].attributes.body
Acknowledge – view, feelings, emotions. This is one of the most essential skills

but never ever say “I hear what you’re saying’

Assumptions – avoid at all costs

Attitudes – the most important aspect to check out when recruiting/promoting

customer service staff

Body Language – consider yours and theirs. Physiology is really important

Bridge – a useful model when handling complaints and moving towards a

resolution

Broken Record – an assertive technique which can work wonders if used properly

(which it often isn’t)

Clarify – skillful use of questions and listening to check out understanding and

needs

Cultural differences – be aware, appreciate, listen and avoid assumptions

Debrief – particularly after a stressful dialogue with a customer or when

ideas/points raised may be transformational for the customer experience or at least

improve it

Diffusion – use techniques to avoid further escalation and move towards

resolution

Dissatisfaction – may or may not be voiced as a complaint. Watch customer’s

physiology and tone for indicators along with their pace and choice of words. Pick up signals early on

Empathy – a key skill showing genuine understanding of perspective and great for helping to quickly develop rapport

Expectations – what it is all about. Anticipate, discover, do everything possible to meet or exceed

Explanation – delivered in a consistent but flexible way. Use positive power words

Feedback and Follow through – keep your promises and no weak links in

communication channels

Forced Choice – two options always work better than one

Gift – feedback for the business and great from an organisational development, learning and development and change perspective

Greeting – get off to a good start. Just a couple of seconds to form a lasting

impression

Helpful – at all times. Regardless

Improve – continuous learning and use customer feedback to tweak, test and tailor

Joined up thinking – across the business – for consistency, standards, sharing

Keep calm – but never tell the customer to calm down

Listening – actively

Log – look for consistent patterns

Magic wand – used well many of our techniques have this effect

Neutral – neutral or factual questions work well but only after emotions expressed and acknowledged

Outcome – provides the right focus

Perspective – yours and theirs

Questions – open

Red Rags – avoid at all cost

Resolution – think Resolution rather than complaint

Respond – don’t react

Signs and Signals – watch for escalation

Speed – often of the essence in service issues, responding to requests, returning calls and when resolving complaints

Summarising – aids clarity, demonstrates listening, buys time and slows down the ‘transaction’

Timescales – ensure clarity here

Tone – essential face to face and crucial over the phone

Understand – listen, empathise, stand their side of the bridge first

Vexacious – complainants will need to handled at the most senior level

Win/win – whenever possible

Wow the customer – you really can

Xtra mile – every time

Yes – you can handle customers brilliantly even if you handle complaints!

Zeal and passion for excellence in customer service – always

# data[].attributes.attachment_link.readable_text
We use some essential cookies to make this website work.

We'd like to set additional cookies to understand how you use GOV.UK, remember your settings and improve government services.

We also use cookies set by other sites to help us deliver content from their services.

# data[].attributes.attachment_link.description
We use some essential cookies to make this website work. We'd like to set additional cookies to understand how you use GOV.UK, remember your settings and improve government services. We also use cookies set by other sites to help us deliver content from their services.

# data[].attributes.attachment_link.title
I Was Seduced By Exceptional Customer Service | John Boccuzzi, Jr. | TEDxBryantU

# data[].attributes.body
A glossary of terms

# data[].attributes.body
Retail

# data[].attributes.body
Digital Skills

# data[].attributes.body
Business and Administration

# data[].attributes.headline
Contact The Careers and Connections Service at WSC

# data[].attributes.subject
Contact The Careers and Connections Service at WSC

# data[].attributes.body
email_ careersadvice@wsc.ac.uk

# data[].attributes.attachment_link.readable_text
Click here to read an important statement for suppliers

With effect from Monday 23rd March 2020, all College sites will be closed with the exception of the Humanities, Arts and Health campus located in Out Risbygate Street Bury St Edmunds (IP33 3RL) which will be open from 09:00 until 17:00 hours Monday- Friday.

A skeleton staff team will continue to operate during these hours at this location and therefore deliveries must be taken to the University Studies Centre on the site where a temporary reception has been established. It is the College's intention to continue to operate as best as it can in these unusual circumstances and therefore it is intended to continue to issue purchase orders to suppliers.

In the event that government measures are extended to a complete lockdown, the College may then have to close its premises completely and deliveries will not be possible.

Please watch the website for further details of this because as you will appreciate it is a fast changing situation. For any queries please send these directly to This email address is being protected from spambots. You need JavaScript enabled to view it.

West Suffolk College

Out Risbygate
Bury St Edmunds
Suffolk
IP33 3RL

(Sat nav postcode: IP33 3TT - see directions, below.)

Opening hours

Monday to Thursday: 8am to 9pm Friday: 8am to 5:30pm

Ask us a question

01284 716 354

🍀 Message for Students of West Suffolk College about gradings, exams, assessments and coursework

Click here to read the key message

Dear students,

As you continue with your second week of virtual learning, I would like to extend my sincere thanks to you all for the phenomenal way in which you have responded to this transition. I do not underestimate just how big of a change this has been for you all and I wanted to say well done on the progress made so far; and for continuing to put an impressive amount of effort into your work.

When it comes to the grading of exams and assessments, we are working with our awarding bodies as normal and it is therefore essential for you to continue with and to submit coursework because this will be used when determining your final grades. As soon as we have the final confirmation of how grades are going to be awarded for your course, your Course Director will be in touch.

If you have any questions around specific coursework or assessments please do contact your tutors directly. If you need any extra support please contact your Personal Support Tutor or a member of our welfare team on This email address is being protected from spambots. You need JavaScript enabled to view it. and they will get back to you as soon as they can.

Thank you for your patience so far and once again a huge well done to you all for making this transition so successfully.

Best wishes,

Colin Shaw

📝 Admissions Message (if you're looking to apply for a course)

Click here to a read the latest from our Admissions Team (if you have applied, or if you're looking to apply for a course)

The Eastern Colleges Group, comprising of Abbeygate Sixth Form College specialising in A Levels, One Sixth Form College specialising in A Level and Vocational qualifications and West Suffolk College Sixth Form specialising in vocational qualifications alongside the West Suffolk College Apprenticeship service; are committed to guaranteeing every Year 11 student a place for your Post 16 education from September 2020.

We know that everyone is an individual, with their own dreams and aspirations and our purpose is to have you at the heart of everything we do. We want to reassure you that regardless of what you would like to study, be it A Levels, Vocational qualifications or an apprenticeship we have the expertise to support you to ensure you are enrolled on the programme that is tailored to you and your needs.

We want you to have absolute assurance in these uncertain times.

For any queries around applying or if you need support with an application, please contact our admissions teams on:

Abbeygate Sixth College: This email address is being protected from spambots. You need JavaScript enabled to view it.
One Sixth Form College: This email address is being protected from spambots. You need JavaScript enabled to view it.
West Suffolk College: This email address is being protected from spambots. You need JavaScript enabled to view it.
Apprenticeships: This email address is being protected from spambots. You need JavaScript enabled to view it.

Our Careers Teams are also available to offer 1:1 Careers Advice and Guidance support via email:

Abbeygate Sixth Form College: This email address is being protected from spambots. You need JavaScript enabled to view it.
One Sixth Form College: This email address is being protected from spambots. You need JavaScript enabled to view it.
West Suffolk College: This email address is being protected from spambots. You need JavaScript enabled to view it.

01284 716 319

01284 716 246

01284 716 341

01284 716 232

01284 716 259

01284 716 233

# data[].attributes.attachment_link.readable_text
Check out our latest events!

Open Days

Our Open Days are the perfect way to find out what it's like to study with us. Sign up for one of our dedicate college or university and professional development open days today.

To browse videos, click the icon in the top right corner.

West Suffolk College is one of the country's leading further education and apprenticeship providers. Our apprenticeship results have consistently remained above the national average. We offer many degrees, HNCs and HNDs at our focused and inclusive University Studies Centre. We have around 13,000 students including nearly 2,000 apprentices studying with us. We have three campuses in Bury St Edmunds including the Built Environment Campus. Our learning centres include Bury St Edmunds, Haverhill, Ipswich, Sudbury, Thetford. We've worked with 1000+ employers over the last year. A fantastic 97% of students go on to further education, employment or voluntary work.

For more information, ask us a question or call 01284 701 301. For term dates, click here.

Proud to work in partnership with

# data[].attributes.attachment_link.title
West Suffolk College - Diplomas, Degrees, Apprenticeships & T Levels

# data[].attributes.attachment_link.description
West Suffolk College is one of the country's leading further education and apprenticeship providers. Our apprenticeship results have consistently remained above the national average. We offer many degrees, HNCs and HNDs at our focused and inclusive University Studies Centre. We have around 13,000 students including nearly 2,000 apprentices studying with us.

# data[].attributes.headline
Enrol Remotely for your next Qualification.....

# data[].attributes.subject
Enrol Remotely for your next Qualification.....