010 – New Trends in Telecommunications Consumer Education, Protection, Responsibilities and Rights

Date: July 19 – 30, 2021 |Oct 4 – 15, 2021
Location: Houston, Texas USA
CEUs: 6.0

Registration Discount: $8,400 – You must Register 60 days in advance and payment must be Paid In Full 30 days prior to the start of class.

Course Overview

This course is designed to increase participant’s knowledge and understanding of concepts and competencies relevant to protecting consumers from unfair and deceptive advertising, billing, marketing and pricing practices in order to level the playing field between suppliers and consumers. Best practices, methods and strategic techniques will be discussed on how to close service gaps, improve communication, resolve disputes and improve lack of understanding about consumer’s options equipping participants to better serve and positively influence consumer protection and education within their respective communities.

Our goal is to ensure that participants are able to apply the guiding principles of consumer rights and protection in order to devise practices that ensure customers are well served and not at a disadvantage to companies who are willing to increase profits at the expense of consumers.

We will do this through a combination of lectures, presentations, experiential exercises, and case studies designed to enhance learning and increase abilities that are vital to developing frameworks that promote basic global standards for consumer protection.


The objective of this course is to improve students’ insight and knowledge on critical issues, policy solutions and practical examples of consumer rights in order to protect consumers through appropriate education, regulation and enforcement of laws. Policy makers and regulators face increasing questions over whether and how to regulate consumer rights and responsibilities and to improve their effectiveness we will expose them to a range of methods for managing consumer protection and education challenges with specific focus in the following areas:
• Module 1: How Emerging Trends Impact Consumer Rights
• Module 2: Guiding Principles and Responsibilities
• Module 3: Customer Education and Communication
• Module 4: Consumer Protection Initiatives
• Module 5: Quality of Service and Billing Accuracy
• Module 6: Complaints and Dispute Resolution

Target Audience

The course is intended for policy makers and regulators, managers, directors, administrative and operations personnel, public affairs and consumer advocates, commissioners, board members and other key administrators and industry professionals in the public and private sectors.

Course Outline

MODULE 1: How Emerging Trends Impact Consumer Rights
• The Basic Consumer Protection Elements
• Mobile Money: Resulting Fraud and Consumer Privacy Issues
• The Rising Threat of Fraud from Alternative Payment Methods
• The Digital Generations Impact on Net Neutrality
• International Roaming: Managing Bill Shock

MODULE 2: Guiding Principles and Responsibilities
• Client Protection Principles
• Principles of Financial Consumer Protection
• Principles of Effective Public Participation
• Key Players and Consumer Protection Agencies
• Regulating Consumer Rights and Protection
Experiential Exercise: What’s Happening Now? Current Events Review

MODULE 3: Customer Education and Communication
• 10 Tips to be More Client Friendly
• Constructing a Consumer Protection Pledge
• Public Education Programs and Consumer Groups
• Customer Feedback: Understanding Consumer Preferences
Experiential Exercise: WIIFM-Establishing the Consumer Benefits?

MODULE 4: Consumer Protection Initiatives
• Deceptive marketing and advertising
• Slamming, Cramming and Bandwidth throttling
• Do Not Call List
• Competition and Pricing
• Consumer Protection Critical Legislation and New Laws

MODULE 5: Quality of Service and Billing Accuracy
• How Service Quality Impacts Consumers
• Regulating Quality of Service Issues
• Perceived Service Quality and Service Quality Gap[s
• Most Common Telecom Billing Errors
• Five Steps to More Accurate Telecom Bills
Case Study: Service Quality-A Matter of Process

MODULE 6: Complaints and Dispute Resolution
• Top 10 Communications Mistakes to Avoid
• Why Active Listening Skills are Important
• Phases of the Communications Process and Process Models
• Conflict Resolution and Crisis Management
• Complaint Handling Strategies and Dispute Resolution Methods
Experiential Exercise: A Guide to Complaint Handling

Tuition: $8,600