Common Customer Service Legal Issues

• Overview
• Credits

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.

Authors

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