CUSTOMER SERVICE

6N0697

ASSIGNMENT TWO
Abstract: Key elements of Consumer Legislation for an industry
specific area in Ireland, and comparative legislation in another
European country

10/10/2019

Student: Cristina Luca

Tutor: Jackie Lynch
Customer Service Assignment 1 Cristina LUCA

Table of Contents

Summary ..................................................................................... Error! Bookmark not defined.

Introduction ................................................................................ Error! Bookmark not defined.
1. Evaluate customer service principles in public, private and voluntary organisations in
Ireland today, and refer to domestic and global organisations, and organisations providing
products and services.............................................................. Error! Bookmark not defined.
2. Explain how having organisational policies can improve Customer Service practice,
and refer to Customer Charter policies on handling complaints. ..........Error! Bookmark not
defined.
3. Explain how an industry specific quality assurance system can enhance customer
service and use an example. ................................................... Error! Bookmark not defined.
4. Describe and construct a typical organisation chart, for 2 different types of
organisations, to include identification of personnel responsible for customer service
Error! Bookmark not defined.
5. Explain how the principles of customer service influence long term planning in a
company e.g. policies and standard operating procedures.... Error! Bookmark not defined.
Conclusions ................................................................................. Error! Bookmark not defined.
Recommendations ...................................................................... Error! Bookmark not defined.
References .................................................................................. Error! Bookmark not defined.

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Customer Service Assignment 1 Cristina LUCA

Summarise key elements of consumer legislation contained in the Sale of Goods and Supply
of Services Act 1980, and how to get redress in the Small Claims Court, and compare to
similar legislation in another country

In Ireland, the rights of consumers of goods and services are protected by Irish and EU laws.
These laws aim to ensure that both providers and customers are aware of their rights and
obligations. Providers need to know the legislation so that they have in place policies and
procedures regarding their products or services. Consumers need to be aware of the
legislation, in order to avail of their rights, where providers fail at following the law.
The main consumer legislation in Ireland is set by the Sale of Goods and Supply of Services
Act 1980. This act sets out the rules when a customer buys goods or services, and its main
provisions are:
 Goods must be of merchantable quality – goods should be of reasonable quality taking
into account what they are meant to do, their durability and their price
 Goods must be fit for their purpose – they must do what they are reasonably expected
to do
 Goods must be as described - the buyer must not be misled into buying something by
the description of goods or services given orally by a salesperson or an advertisement.
 When a customer buys goods in a sale they have the same rights as when they pay full
price for the goods.
 If a contract with a supplier of services exists, the customer can expect that:
- The supplier has the necessary skill to provide the service
- The service will be provided with proper care and diligence
- The materials used will be sound and that goods supplied with the service will be
of merchantable quality.
(Citizen Information, 2014 )
When the goods or services do not fit the purpose, are not merchantable, or they are faulty,
the consumer is entitled to a Refund, Replace or Repair. If the problem is not solved with the
provider, and if the value of the good or service bought is smaller than €2.000, the consumer
can address the problem to the Small Claims Court.

Describe the organisations and agencies that are available to consumers in alternative
dispute resolution e.g. commissioners, ombudsmen, regulators and trade associations and
give an example of one of the process

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Customer Service Assignment 1 Cristina LUCA

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