Essay
M1
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M1 for UNIT 14 Analyse how legislation and regulation impacts on customer service provision in a selected business Distinction standard
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Adam El Masmoudi GarciaM1
Customer service is regulated by legislation and regulations to protect businesses and most
importantly, their customers. As with many professions, a professional body exists for
customer service. Some pieces of legislation are common to all types of business, while
others are sector specific. To ensure that businesses comply with legislation, they must have
policies and procedures in place. Employees must be aware of them and how to implement
them. Businesses need to monitor their practices to ensure compliance and to ensure that their
knowledge and practices are up to date and in line with new developments. Failure to do so
can result in serious consequences, such as serious injury, death and major fines or
imprisonment for the perpetrator or employer. You are also responsible for ensuring that your
understanding is current.
The implication of a business not meeting all legal regulatory requirements can be costly and
lead to failure of the business. Examples of where businesses have been sued for non-
compliance include:
- General Electric in 2010 for racial discrimination and harassment
- Thames Valley Police in 2014 for referring to Romany gypsies as travellers
- An employment tribunal case in 2014 against the police force for age discrimination
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