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.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
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
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Credit
More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on October 21, 2021.
Call 1-866-352-9540 for further credit information.
- ASAP PACE 0.1
- This course is pre-approved through the American Society of Administrative Professionals (ASAP) for 0.1 CEU(s) towards your PACE Recertification.
- CA MCLE 1.0
- Lorman Education Services is a State Bar of California approved MCLE sponsor and this course qualifies for 1.0 CLE hours of participatory credit.
- IAAP 1.0
- All education that aligns with the CAP Body of Knowledge can be used toward recertification. Lorman Education Services believes this course does align and should be counted toward recertification. Please visit IAAP's certification webpage to review recertification details and requirements. https://www.iaap-hq.org/page/CAP_Recertification. Course Length: 1.0.
To earn each credit Lorman offers through the OnDemand learning platform, you need to watch 100% of the program. Also, for certain credits you will need to fulfill additional requirements which will be displayed on the "credits" tab when viewing the course.
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Credit
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Michael W. Smith, Esq.
Burr & Forman LLP
- Associate at Burr & Forman LLP in Orlando, Florida
- Experienced trial litigator and appellate attorney representing businesses in the areas of consumer finance and privacy protection, including the FDCPA and TCPA, debt collection, contract disputes, and business litigation
- Licensed to practice law in state and federal courts in Florida
- J.D. degree, University of South Carolina School of Law; B.A. degree in Russian language, Florida State University
- Can be contacted at 407-540-6632 or [email protected]
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Credit
More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
All of your training, right here at Lorman.
Pay once and get a full year of unlimited training in any format, any time!
- OnDemand Courses
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- Course Manuals
- Executive Reports
- White Papers and Articles
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- State Specific Credit Tracker
- All-Access Pass Course Concierge
Questions? Call 877-296-2169 to speak with a real person.
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