U.S. DEPARTMENT OF COMMERCE/Office of Consumer Affairs/Washington, D.C. 20230
This page was last updated 1/96
CONSUMER AFFAIRS GUIDES FOR BUSINESS
The Office of Consumer Affairs is pleased to announce the recent release of Credit and Financial Issues, Responsive Business Approaches to Consumer Needs, the fourth in its series of consumer affairs guides for business. Other guides in the series include:
• Consumer Product Safety
• Managing Consumer Complaints
• Product Warranties & Servicing
These guides for small and medium-sized businesses recommend responsible business approaches to consumer needs. The publications' objectives are to define and encourage exemplary standards of business conduct and to heighten business sensitivity to consumer needs and preferences.
Credit and Financial Issues reviews major consumer credit legislation and lists sources for more complete and personalized information and guidance. The guide recommends policies and actions that businesses can undertake that build upon the progress already made to further protect consumers and generate trust and goodwill between the borrower and lender.
Consumer Product Safety informs businesses of ways to help protect consumers from injury and minimize company exposure to liability. The guide explains legal obligations and recommends business tools that are part of an effective safety assurance program. Helpful checklists and resources are included.
Managing Consumer Complaints discusses why it is in business' interest to give a high priority to complaint management. Recommendations focus on management commitment, style, staffing, procedures and recordkeeping. Practical procedures are highlighted for reviewing and resolving consumer complaints and for using them as management and marketing tools.
Product Warranties and Servicing are as important to consumers as the quality of the goods and services they buy. This guide describes the different types of warranties and the legal obligations of warrantors under Federal warranty law. It recommends exemplary warranty and servicing policies and practices and discusses manufacturers' and retailers' responsibilities in preparing, advertising and disclosing warranties.
The original guides issued in 1980-84 were prepared by representatives of the Society of Consumer Affairs Professionals in Business and the National Association of Consumer Agency Administrators. The revised editions were updated under the sponsorship of the Office of Consumer Affairs in conjunction with partners and reviewers from the Consumer Product Safety Commission, Federal Reserve System, Federal Trade Commission, Consumer Action, Consumer Federation of America, International Credit Association, and the National Coalition for Consumer Education.
To order, indicate stock number and send a check in the amount noted or provide a VISA or MasterCard number and expiration date to: Superintendent of Documents, P.O. Box 371954, Pittsburgh, PA 15250-7954; phone (202) 512-1800; FAX (202) 512-2250.
| Credit & Financial Issues | Consumer Product Safety |
| SN-003-000-00679-4 | SN-003-000-00669-7 |
| $2.25 | $2.25 |
| Managing Consumer Complaints | Product Warranties & Servicing |
| SN-003-000-00671-9 | SN-003-000-00670-1 |
| $1.75 | $2.50 |
(See "Business Education" for abstracts of the Guides.)
For more information, contact the Office of Consumer Affairs by:
• e-mail at CAffairs@doc.gov
• fax at (202) 482-6007
• telephone at (202) 482-5001
• mail to the Office of Consumer Affairs, U.S. Department of Commerce, Room H5718, Washington, DC 20230.