Jean, a trading standards officer, had arranged a meeting with Sue, the
customer services manager of a large department store, Daltons. The store
had been experiencing some difficulties with a local consumer group, Happy
Babies, who are questioning the quality of the shop’s baby-wear.
Sue has been difficult in the past but Jean has worked on establishing a
friendly relationship. And now the company has come to recognise that
accepting help with maintaining quality standards makes sense because
everybody benefits – the customer, the firm and the economy.
At their meeting, Jean gave Sue advice about how to mediate with the
consumer group. She also explained about the law and quality issues and
advised Daltons to change their supplier.
I think trading standards play a great role in giving us training in how to
react to customer complaints and what the law is … it’s like having a
solicitor on hand for free! It’s a wonderful service for the public and for
businesses, too – which I don’t think all firms understand. Trading
standards professionals are always very pleasant and helpful.”
