What Else Could Go On This List? (Nvq)

[annemarie101]

List the main things they must do and not do in their job under legislation and regulation that affects their customer service work?

MUST DO NOT DO
Protect customers information Give out customer information
Protect colleagues information Give out colleagues information
Protect shop sales information Discuss shop sale figures with external customers
Correctly check items Incorrectly check items
Treat customers equally Refuse service on grounds of difference
Keep customers safe Ignore hazards
Give alternative goods for a return Refuse to exchange goods
Wear protective equipment when required ignore protective equipment
Inform customers of refund policy Give inaccurate information
Assess the risks before manual handling Ignore the limits of manual handling
Limit noise wherever possible Make unnecessary noise
Place safety signs up when necessary Ignore risks
Ensure all items are safe for use Sell unsafe items
Ensure all upholstered furniture have passed fire safety requirements Sell furniture that has not passed fire resistance requirements

Report major injuries under RIDDOR Fail to report major injuries under RIDDOR
Follow all safety rules at all times Neglect to follow the safety rules
Make sure items sold match the information on packaging

Sell items that are defective
Ask for proof of age before selling age restricted items Sell age restricted items to underage customers
Ensure the emergency exits are kept clear at all times Obstruct the emergency exits at any time
Ensure all emergency signs are visible Block the view of emergency signs
Ensure all new electrical items comply with safety requirements EG marked with CE label and have a pre-fitted 3-pin plug Sell new electrical items that do not comply with safety requirements
Ensure all second hand electrical items are safe and fit for use Sell defective or dangerous electrical items

[factor-fiction]

Anything on money laundering (or maybe use of forged banknotes)?

[annemarie101]

Fored bank notes i coul put on there but im unsure as to how money laundering can affect customer service

[Psybbo]

Be polite and attentive be rude or dismissive

[Mojo-Jo-Jo]

Reveal your suppliers

[factor-fiction]

To see when the Money Laundering is an issue for a retailer, check here
http://www.hmrc.gov.uk/mlr/getstarted/register/hvd.htm

[annemarie101]

Psybbo I had something similar to that and when i showed my manager the list i had at the time he just looked at me as if to say TF is that on there for? IMO that can and does affect customer service work but is it regulation or legislation to have to do that

[THECORBYLOON]

There is no legal requirement to give alternatives for exchange if for example something is the wrong size, colour or you've just had a change of mind. It may be a business policy but it's not what the law says and I'm not aware of a legal requirement to say what the refund policy is. If you "check items" what does that mean? If you say you have to ensure items are safe to use, that covers the electrical aspect and upholstered furniture so you may want to re-word that part. Do you not need to give the relevant legislation for each thing you've mentioned?