Channels of Appeal Average business does not hear from 96% of its unhappy customers!

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Presentation transcript:

Channels of Appeal Average business does not hear from 96% of its unhappy customers!

# 1 b Go back to the business!

# 2 b Write a letter to the company (complaint dept. or consumer affairs dept.)

# 3 b Local Consumer Organization Better Business Bureau (BBB) - non- profit, non-govt. organization. They do not give advice. They send complaint to company and company is given 15 days to respond. (Rating System)Better Business Bureau (BBB) - non- profit, non-govt. organization. They do not give advice. They send complaint to company and company is given 15 days to respond. (Rating System)

# 4 b State Consumer Agencies Office of the Attorney General - prosecuteOffice of the Attorney General - prosecute Occupational licensing boards - supervise trades and professionsOccupational licensing boards - supervise trades and professions

# 5 b National Consumer Agencies Federal Trade Commission (FTC) - truthful labeling, credit report info. Cooling Off Period.Federal Trade Commission (FTC) - truthful labeling, credit report info. Cooling Off Period. U.S. Postal - illegal use of mail (inspection & false advertising)U.S. Postal - illegal use of mail (inspection & false advertising) Office of Consumer Affairs - Consumer complaints received and referred to the appropriate gov’t & private agencies.Office of Consumer Affairs - Consumer complaints received and referred to the appropriate gov’t & private agencies. Federal Communications Commission (FCC) - regulates radio & T.V. (airspace)Federal Communications Commission (FCC) - regulates radio & T.V. (airspace)

#5 Con’t b Consumer Product Safety Commission - (CPSC) - Set standards and ban those that are considered hazardous. (emergency room lists) Removes hazardous productsRemoves hazardous products

# 6 b Arbitration/Small Claims/Class Action

Federal Laws b Food Drug and Cosmetic Act Safe/Truth in Label/Weight-Vol./Name and Address of ManufacturerSafe/Truth in Label/Weight-Vol./Name and Address of Manufacturer b Wool Products Labeling Act Amount & Kind if 5% or moreAmount & Kind if 5% or more b Flammable Fabrics Act Flame retardant finish for 50 washingsretardant finish for 50 washings b Permanent Care Labeling Rule permanent labelspermanent labels

Con’t b Hazardous Substances - Warning Labels b Child Protection and Toy Safety - Labels, warnings, etc.

Warranties b Full-Specific written guarantee. Must repair or replace defective product b Limited-Specified limitations, must state what is covered and for how long. b Implied-unwritten guarantee, product must fulfill the purpose for which it was designed.