Customer Rights and Responsibilities - PowerPoint Presentation

1. Customer Rights and ResponsibilitiesIntroduction to Business and Marketing

2. ObjectivesDescribe seven protections that are included in the Consumer Bill of RightsDescribe the responsibilities of consumers

3. The Main IdeaConsumers are protected by the Consumer Bill of RightsThe bill states that consumers have:the right to be informedthe right to choosethe right to safetythe right to be heardthe right to have problems correctedthe right to consumer educationthe right to service

4. But……Along with your consumer rights, you have responsibilities. You must use information provided to youchoose carefullyuse products safelylearn consumer skills. It is your responsibility to speak out and seek a remedy when problems occur.

5. The Consumer Bill of RightsIn 1962, President John F. Kennedy outlined what he called the Consumer Bill of Rights.The Consumer Bill of Rights stated that every person has four basic consumer rights.the right to be informedthe right to choosethe right to safetythe right to be heard

6. Consumer MovementConsumer rights received a lot of attention from the consumer movement.A movement to pass laws protecting customers from unfair and unsafe business practices

7. The “New” Consumer Bill of RightsThree other consumer rights that have been added are:The right to have problems correctedThe right to have consumer educationThe right to service

8. The Right to Be InformedBusinesses are required to provide certain details about their products.Example:Drug companies must list the all contents of every medicineClothing manufacturers must list all fibers usedPackaged food must list all ingredients and possible allergens

9. The Right to ChooseA lack of competition in the economy hurts consumers.The federal government can use antitrust laws to break up monopolies or keep them from forming.

10. A product your company makes has a slight design flaw. You are the only one who knows about the problem, and the chances of it causing someone harm are negligible. The warning label that was printed does not address the design flaw. To reprint the warning label would put this product over budget.Decision Making Would you have the warning label reprinted? Explain your answer.

11. Answer It is important that businesses respect product safety and the consumer’s right to be told of any possible danger. There is an ethical obligation companies have in protecting the consumer. In the case of product safety the negligence can lead to legal liability.

12. The Right to SafetyProduct liability ensures the consumer’s right to safety.The U.S. Consumer Product Safety Commission enforces product-safety standards.Companies must make sure their products are safe and will not harm their customersLead paint from China

13. The Right to Be HeardYou have the right to let a business know if you are not satisfied with a product or service.The purpose of a customer service department is to listen to the concerns of customers.

14. The Right to Have Problems CorrectedIf a business cannot or will not correct a problem, consumers can contact the manufacturer.If the manufacturer will not help, the next step is to contact a government agency.

15. Consumer ResourcesConsumer.gov is an online resource for consumer information from the federal government. It is designed so that consumers can locate information by category—such as food, health, product safety, money, and transportation.

16. The Right to Consumer EducationConsumers have the right to comparison shop to find the best buys.Check the information required by law on labels, and read fact sheets about products.

17. The Right to Consumer EducationSome businesses do not operate in the best interests of the consumer and may try a tactic known as bait and switch.

18. The Right to ServiceCustomers have a right to:Be treated in a respectful and courteous mannerExpect prompt delivery of goods or services that meet the standard of quality a business claimsBe served without discrimination on the basis of race, gender, income, or age

19. Your Responsibilities as a ConsumerAs a consumer, you have the responsibility to read information about a product and to use a product the way it is intended.Dangers!!MedicineInhalants

20. Who Is Responsible?Some consumers have sued a leading fast-food giant because of the contents and preparation of its food items. Some states have also sued the tobacco industry because of the contents of its products and its sales tactics. In both instances, the complaint was that the products contributed to some consumers’ poor health.

21. The Responsibility to Be Informed Responsible consumers read product labels. Product labels can tell you the ingredients of food products and how clothes should be cleaned. Some consumers read fact sheets from the U.S. Consumer Product Safety Commission. The fact sheets tell how a product is rated on safety, performance, and value.

22. The J.D. Power Web site offers valuable information for consumers.Making Educated Choices

23. The Responsibility to Choose CarefullyResponsible consumers:make comparisons to find the best product or service at the best pricemake choices that are good for the environment and reduce pollutionpractice conservation by being aware of limited resources and adjusting consumption

24. The Responsibility to Use Products SafelyConsumers must follow the instructions provided in product manuals.Consumers must also follow the directions on labels.

25. The Responsibility to Speak OutConsumers have the responsibility to let businesses know when they are not satisfied with its products or policies.Reporting unfair, unsafe, and illegal business practices helps protect other consumers.

26. The Responsibility to Seek a RemedyConsumers have a responsibility to seek a remedy for a defective product.When seeking a refund or exchange, you must bring back the item, the receipt, and any warranties or guarantees that came with it.

27. The Responsibility to Learn Consumer SkillsThe more informed you are about products and services, the better your consumer decisions will be.Learning Consumer SkillsRead information on labels and packages.Compare prices at different stores, and look for sales.Pay attention to the media to become aware of illegal practices.Read consumer information publications.Attend classes or workshops on consumer issues and problems.