The Consumers' Association of Ireland (CAI) is running a one-day certificate course on customer care and consumer rights. "The massive increase in calls to our office for advice and information - not only from consumers but also from retailers, their managers and staff - made it clear to us just how important it was for us to provide this course of training," CAI chief executive Mr Dermott Jewell says.

The course addresses the rights of the consumer as well as those of the retailer in providing and achieving a quality customer service. It covers the main legal provisions of the Sale of Goods & Supply of Services Act 1980 and other legislation, such as the Consumer Information Act and the Trade Descriptions Act. As well as examining the legislation, the course uses case studies and examples of how to handle issues such as the exchange of goods.

Customer service personnel from Budget Travel, AIB, Easons, Champion Sports, Lifestyle Sports, Peats Electronics, Tribe and Let's Talk Phones were among those who attended the first course in Dublin.

The CAI says it is also negotiating with a number of companies that have large numbers of retail staff to offer the course on an in-house basis, while it has plans to run a course in Cork shortly.

The course costs £220 (€280) per participant, although there is a special price for CAI members.