Description
Understand common issues that frequently arise in interacting with customers and how to avoid legal complications.A customer service team is the face of the company and often the first point of contact with a customer. An effective customer service team recognizes and addresses potential issues before they become expensive problems. This course will help customer service teams identify a few common issues that frequently arise in interacting with customers. This material will also explain what policies and procedures companies need to have in order to effectively respond to consumer concerns, how to avoid breaches of privacy and consumer protection laws, and provide tips to help keep your company out of costly litigation.
Date: 2021-10-21 Start Time: End Time:
Learning Objectives
National Privacy Laws
• U.S. Privacy Act of 1974
• Health Insurance Portability and Accountability Act (HIPAA)
• Children’s Online Privacy Protection Act (COPPA)
• Gramm-Leach-Bliley Act (GLBA)
• Fair Credit Reporting Act (FCRA)
Collecting, Storing, and Using Customer Information
• Allowable Methods of Collection
• Proper Storage of Data
• Permissible Uses by Businesses
Telephone Consumer Protection Act (TCPA)
• General Provisions and Consumer Remedies
• Potential Pitfalls
• Recent Court Decisions
• Compliance Strategies
Payment Card Industry (PCI) Compliance
• PCI Standards
• Potential Liability for Failure to Comply
• Compliance Checklists
Discrimination Against Customers
• Relevant Laws
• What Gives Rise to a Discrimination Claim?
• Responding to a Discrimination Claim
ASAP PACE ,CLE (Please check the Detailed Credit Information page for states that have already been approved) ,IAAP ,Additional credit may be available upon request. Contact Lorman at 866-352-9540 for further information.
Michael W. Smith, Esq.-Burr & Forman LLP
