Agriculture, Environment & Animal Care

Vocational Qualifications

Catering, Hospitality & Leisure

Vocational Qualifications

Childcare & Education

Access to HE
Apprenticeships
Vocational Qualifications

Construction, Engineering & Manufacturing

Access to HE
Vocational Qualifications

Creative, Design & Digital

Access to HE
Digital Qualifications
Vocational Qualifications

Education & Training

Professional Development

English & Maths

English & Maths

Hair & Beauty

Vocational Qualifications

Health, Science & Social Care

Access to HE
Apprenticeships
Vocational Qualifications

Life Skills & Progression

Digital Qualifications
Personal & Social Development

Personal and Professional Development

Digital Qualifications
Personal & Social Development
Professional Development
Vocational Qualifications

Public & Protective Services

Access to HE
Vocational Qualifications

Safeguarding & Wellbeing

Supporting SEND

Personal & Social Development
Professional Development

Transport & Logistics

Access to HE
Vocational Qualifications

Overview

Framework:
RQF
Level:
Level 2
Unit No:
D/505/2495
Credits:
2
Guided learning hours:
16 hours

Assessment Guidance

Portfolio of Evidence

Aim

The aim of this unit is to help learners understand the impact of legislation and regulations on customer service.

Unit Learning Outcomes

1

Know legislation and regulations that relate to customer service.

Examples of legislation and regulations relating to customer service may include:

  • Consumer Rights Act
  • Consumer Credit Act
  • Trade Descriptions Act
  • Consumer Protection Act
  • Consumer Contracts Regulations
  • Consumer Protection from Unfair Trading Regulations

Consequences of not complying may include:

  • legal action
  • loss of business
  • financial costs
  • business closure

Assessment Criteria

  • 1.1
    Outline the legislation and regulations that relate to customer service.
  • 1.2
    Describe the consequences of not complying with external requirements when delivering customer service.

2

Understand how external requirements are implemented within organisations.

Ways to comply with regulations and legislation may include:

  • ensuring premises are safe for customers and colleagues
  • access for all customers including those with physical and sensory disabilities
  • procedures for all staff to follow to ensure personal and sensitive data is protected
  • provide information in different languages, use plain English, use different methods of communication eg digital equipment

Assessment Criteria

  • 2.1
    Outline how organisations ensure compliance with legislation and regulation including
    a) health and safety practices
    b) data protection
    c) confidentiality of customer and organisation information
    d) equalities legislation.

Offer this Unit

If you would like to offer this unit, you can book a meeting with us to discuss the best options.