Copyright Goodheart-Willcox Co., Inc. 210 Unit 3 Investigating Career Pathways in Human Services Reading Recall 1. What information do customer service representatives need to know the best? 2. What level of education is needed for a career in buying? 3. What level of education do most consumer services workers possess? Specialized Knowledge for Consumer Services Careers Occupations in consumer services require workers to possess specialized knowledge. Many careers in consumer services involve helping people with consumer and fi nancial problems. Consumer services workers need to know about consumer rights and responsibilities and understand consumer decisions. They also need to be able to manage fi nances. Knowing Consumer Rights and Responsibilities An important responsibility of many consumer services workers is to teach their clients and customers about their consumer rights. These rights include the following: • The right to safety. The services or products should not harm clients and customers. This includes physical and emotional safety. • The right to be informed. Consumers have the right to be informed with suffi cient information to make intelligent decisions about services or products. • The right to choose. Consumers have the right to choose which services or products they want (Figure 8.8). Consumer laws prohibit price gouging (overcharging) or cutting that makes for unfair advantage and fewer choices for consumers. • The right to be heard. Consumers need to be provided with a way to voice their concerns or complaints about products and services. • The right to redress. Redress refers to setting right something that is wrong. If an issue is not handled effectively, outside agencies exist to ensure action is taken to address consumer complaints. The Better Business Bureau, a national nongovernment organization, is one such agency that can act to help wronged consumers. Sometimes this may result in political or legal action. • The right to consumer education. Consumer educators inform consumers about their consumer rights. Many publications and classes exist in schools and communities to provide this education.