A strong awareness of consumer law and high customer service standards are not only good for consumers, but also for businesses' bottom line and the economy, according to a report yesterday from the nIConsumer Council.
Its Back to Business report, which examines businesses' awareness of consumer law and customer service standards, shows almost a third of firms (31 per cent) find it difficult to keep up to date with consumer law issues and that not all (70 per cent) equip their staff with consumer law and customer care skills. the Consumer Council's interim chief executive Aodhan o'Donnell said: "We see a real opportunity to support businesses here in meeting consumers' needs, especially as consumer spending is the biggest contributor to our economy, estimated to represent 60 per cent of the UK's gross domestic product.
"It's sometimes felt that too much burden is placed on businesses to stay informed about consumers' rights, and yet the cost to businesses of getting it wrong can be very high, both financially and in terms of their reputation."
"But for little or no cost, businesses can ensure that they and their staff can deal with complaints and queries with confidence, and by doing so they help their customers understand their rights and responsibilities, avoid long-drawn out complaints, and boost the business's image if they're known for excellent customer care standards.
"Creating a culture of customer service excellence will ultimately benefit the economy and promote northern Ireland as a good shopping destination and place to do business."
Welcoming the report Glyn Roberts, chief executive of northern Ireland Independent retail trade Association said: "It's a tribute to traders that standards of service have been improving from 57 per cent in 2003 to the current figure of 73 per cent.
"But it's important more businesses avail of the expertise, training and resources that trade associations and others like the Consumer Council can provide to ensure that their staff understand and operate within the law."