BSBCUS501 Manage Quality Customer Service Assessment Task 1 Answer
1. Explain the purpose of the Australian Consumer Law and how it protects consumers’ rights.
The Competition and Consumer Act 2010 (CCA) covers most areas of the market: the relationships between suppliers, wholesalers, retailers, and consumers. Its purpose is to enhance the welfare of Australians by promoting fair trading and competition, and through the provision of consumer protections.
Broadly, it covers:
- Product safety and labeling
- Unfair market practices
- Price monitoring
- Industry codes
- Industry regulation – airports, electricity, gas, telecommunications
- Mergers and acquisitions.
Under the Australian Consumer Law, when you buy products and services they come with automatic guarantees that they will work and do what you asked for. If you buy something that isn’t right, you have consumer rights.
The Australian Consumer Law sets out consumer rights that are called consumer guarantees. These include rights to a repair, replacement, or refund as well as compensation for damages and loss and being able to cancel a faulty service.
2. Outline the consumer guarantees that apply for both products and services under the Australian Consumer Law.
The outline of the consumer guarantees services under the Australian Consumer Law, there are nine guarantees that apply to goods. The guarantees apply to suppliers and, in certain circumstances, manufacturers.
- Suppliers and manufacturers guarantee that goods are of acceptable quality when sold to a consumer.
- Suppliers and manufacturers guarantee that their description of goods (for example, in a catalog or television commercial) is accurate.
- Suppliers and manufacturers guarantee that the goods will satisfy any extra promises made about them (express warranties).
- A supplier guarantees that goods will be reasonably fit for any purpose the consumer or supplier specified.
- A supplier guarantees that goods will match any sample or demonstration model and any description provided.
- A supplier guarantees they have the right to sell the goods (clear title), unless they alerted the consumer before the sale that they had ‘limited title’.
- A supplier guarantees that no one will try to repossess or take back goods, or prevent the consumer using the goods, except in certain circumstances.
- A supplier guarantees that goods are free of any hidden securities or charges and will remain so, except in certain circumstances.
- Manufacturers or importers guarantee they will take reasonable steps to provide spare parts and repair facilities for a reasonable time after purchase.
3. List the types of products and services covered by the consumer guarantee.
The types of products and services covered by the consumer guarantee:
Businesses must guarantee products and services they sell, hire or lease for:
- Under $40,000.
- Over $40,000 that are normally bought for personal or household use (for example, a car or boat).
- Business vehicles and trailers.
Consumer guarantees on products and services also apply to:
- Bundled products and services (for example, internet and modem).
- Gifts with proof of transaction like a receipt, invoice, or credit card statement.
- Sale items.
- Online products and services bought from Australian businesses.
- Second-hand products from businesses, taking into account age and condition.
4. Explain why it is unlawful for a retailer to display a sign to say that no refunds are provided.
Signs that state ‘no refunds’ are unlawful, because they imply it is not possible to get a refund under any circumstance – even when there is a problem with the goods or service, like a defect or lack of due care and skill.
For the same reason, the following signs are also unlawful:
- ‘No’ refund on sale items
- ‘Exchange or credit note only for the return of sale items.
Signs that state ‘No refunds will be given if you have simply changed your mind’ are acceptable.
5. Discuss whether consumers are legally entitled to a refund or replacement if they change their minds when buying a product or service.
A business doesn’t have to allow you to return an item you have simply changed your mind about. However, some stores have their own in-store policy to offer a refund, exchange, or credit note for ‘change-of-mind purchases.
Check before you buy: Usually when you buy a product or service the contract is final. If you simply change your mind, your circumstances have changed or you find cheaper products elsewhere, the retailer or service provider does not have to provide a refund or exchange.
Check the retailer’s returns policy or terms and conditions: Some retailers will kindly let you return products for a cash refund, an exchange, or a credit note. Before you buy, ask the shop about their exchange or refund policy, or read their terms and conditions if you are buying online. If you later change your mind, you will need to refer to these. Retailers can choose not to include items on special or on sale in their refund policy, eg “no change of mind refunds on sale items.
6. Discuss the statement below in relation to guidelines about consumer guarantees. Provide an example to illustrate your answer. “Some suppliers or manufacturers tell the consumer an extended warranty provides extra protection, which the consumer would not have unless they buy it.”
Some suppliers or manufacturers also tell the consumer an extended warranty provides extra protection, which the consumer would not have unless they buy it. This is not necessarily true. The consumer guarantees provide rights that exist despite anything the supplier or manufacturer may say or do. Extended warranties are optional.
Suppliers and manufacturers must not:
- Pressure consumers to buy an extended warranty.
- Tell a consumer that they must pay for an extended warranty when such a warranty provides rights that are equivalent to a consumer’s rights under a consumer guarantee.
When selling extended warranties, suppliers and manufacturers should explain to the consumer what an extended warranty would provide, over and above the consumer’s rights under the consumer guarantees.
7. Explain what information is commonly found in an organization’s complaints policy and procedure.
The information should include in an organization’s complaints policy and procedure:
- Authority: The legislative authority for the policy and procedures should be clearly stated. This includes the approving body or person and the approval, commencement, and review dates.
- Commitment: The policy should set out the organization’s commitment to effective complaints management.
- Principles: The policy should outline the legislative requirements and guiding principles that underpin the CMS. The Standard sets out 17 guiding principles relating to enabling complaints, managing complaints, managing the parties and accountability, learning, and prevention.
- Objectives: The policy should state and define the objectives, which should be linked to clear and specific performance indicators that help evaluate the effectiveness of the CMS.
- Managing unreasonable conduct: The policy should address how to manage unreasonable conduct by complainants. The policy should refer to the organization’s guidelines on the behavior expected of staff and complainants and the health and safety of complaints management staff.
- Responsibility and authority: An effective CMS should include clear lines of responsibility and appropriate delegations. The policy and procedures should clearly outline the responsibility and authority for management and staff.
8. List at least two benefits of an effective complaint handling system for businesses and consumers and the standard steps that you would use to effectively deal with a customer complaint.
- Increased customer loyalty.
- About 75% of customers will do business with you again if their problem is handled in a positive and caring way.
- If their problems are handled this way….on the spot, then as many as 95% of customers will do business with you again.
- Bolstered Customer Experience
- Well-handled complaints and service recovery can create ‘service legends’ a well-treated customer will tell 4 other people (but much less than the opposite)
9. A retailer wishes to establish a consistent welcome procedure for sales staff to follow when a potential client enters the salesroom. The document, using bullet points, is a standard procedure that the salespeople could follow.
- Dress professionally: Choose conservative, professional outfits that are appropriate for your work environment. Because you will be the first face that a prospective customer sees, be sure to dress and act professionally. If you present a neat, groomed appearance, your customers will feel more comfortable during a sales transaction.
- Smile with your greeting: Customers want to hear words of greeting and see a smile. If the employee at the door appears grumpy and doesn’t even offer a simple “Hello. Welcome in that way Customers will most likely start their shopping experience off in the wrong mood.
- The show, don’t tell: Rather than sending them to aisle 19, somewhere near the middle, on the 5th-7th shelf down, walk with them to the aisle. Take the time to show them exactly where the product is. It will only take a few seconds and your customer will appreciate your time and effort.
- Ask questions: Always is important to show concern about a complain that increase the empathy and also makes the customer feel like he is getting the attention that he deserve. Rather than deal with a customer complaint when the product doesn’t serve the desired function, take a moment to ask further, often imperative questions.
- Stop what you are doing: A customer should be greeted within 30 seconds of entering your store. Stand up from your task and offer a smile and words of greeting. After offering assistance, you can return to the shelves.
10. Explain the concept of service standards and their importance. Identify two examples of services standards.
- Service standards can also form a valuable part of marketing material, whether in print or web form. They let customers know the quality of service they can expect and provide avenues for customer feedback, so that service can be continuously improved. Customer service policies generally include phone and fax numbers, and email addresses.
- Customer service standards will vary according to the product or service that is being provided. For example, a public library might make a commitment to respond to faxes within 24 hours. A retail store might offer to replace all defective goods within a certain time.
12. Explain why a company committed to best practice customer services may choose to measure its service standards.
It’s important to measure customer service to determine whether your customer service practices are having a positive effect on your customers’ perception and experience of your business. There are a number of ways to collect information on your customer’s experience to help you measure and evaluate your customer service.
- Asking customers at the point of purchase if they enjoyed their experience.
- Using customer surveys and online questionnaires.
- Hiring secret/mystery shoppers to report back on their experience.
- Reading online review websites.
- Observing interactions between employees and customers.
12. Explain the concept of public relations as a method of marketing communication. In your answer, explain how it can be used as a form of product and/or service promotion.
Public relations is a strategic communication process that builds mutually beneficial relationships between organizations and their public, according to the Public Relations Society of America. Small businesses can use public relations tools and techniques to communicate effectively with customers, suppliers, employees, investors, and the community. Public relations techniques help businesses market their products and services and they influence attitudes toward the company.
13. Describe five methods through which a company can promote its products.
- Electronic media is a general term for any media that requires an electronic device for the content to be accessed. Some of the most common forms of electronic media include television, radio, the internet, and content for mobile devices.
- Print and graphic arts media: Depending on the type of message you want to communicate to your customers, print media offers different options, including brochures, business cards, newspaper ads, and magazines.
- Promotional gifts, like pens, keyrings and calendars, can be given to individuals and groups that you know personally to help create a positive opinion of your company and improve its reputation.
- Networking and community involvement can also support the promotion of your business. You can make new contacts and reach out to potential customers by participating in trade shows, conferences, community activities and other networking events. Speaking to people about your business can be one of the most effective ways of promoting your product or service.
- Find and employ brand ambassadors: Do you have a product or service that your customers love to gush about? Do you notice that some of your customers rave about you on social media without any prompting from you? They might be a natural brand ambassador that can help you promote a product in spaces you couldn’t reach on your own.
14. Explain how customer service can impact the public relations image of a company.
The customer is the person or unit receiving the output of a process on the system and the sum total of what an organization does to meet customer expectations and produce customer satisfaction and assist them, solving problems. Public relation is the process that people use to communicate and make the relation between it and their customers using different ways of communications, channels, and various tools. For example, the person who works in the department of PR in Etisalat and customer service.
PR and customer service responsibility for working in media to build a strong image for the company either by way of the company itself or its products. Public relations now try to make good relation with peoples and company to have good repetition and that will help the company to do many activities
15. Explain how verbal communication barriers with customers can be handled effectively.
- Give Constructive Feedback: Avoid giving negative feedback. The contents of the feedback might be negative, but it should be delivered constructively. Constructive feedback will lead to effective communication between the superior and subordinate.
- Proper Media Selection: The managers should properly select the medium of communication. Simple messages should be conveyed orally, like: face to face interaction or meetings. The use of written means of communication should be encouraged for delivering complex messages. For significant messages, reminders can be given by using written means of communication such as: Memos, Notices, etc.
16. Explain how you can overcome barriers to communication with customers who are hearing impaired.
- Don’t cover your mouth. Anything in front of it, not only hides your lips, it blurs the sound.
- Be ready to use pencil and paper. If you have an unfamiliar accent or you are not being understood, try writing the message.
17. Explain how you can overcome barriers to communication with customers who are sight-impaired.
- Gain the person’s attention by speaking first and/or by a gentle touch on the arm
- Introduce yourself and what you do
- Always talk to the person directly, rather than their sighted companion
- In a group conversation, always make it clear who you are and who you are speaking to
- Inform people when you are moving away from them or leaving the room
- Provide information in an alternative/accessible way – audio, large print, or braille.
19. Outline four key ways of providing excellent customer service.
- Educate your employees: Educate employees on your rules for customer engagement. You may want to begin with a set of simple rules, such as be courteous, listen carefully, and be prepared to say “yes” rather than “no.” The best way to teach is by example. If you treat your employees well, they’ll be more likely to treat your customers well, in turn.
- Seek opinions from your customers: Ask them how you’re doing, what they like about your business, and what they don’t like. This isn’t about collecting compliments, so open the channel to all customers. Negative feedback can be especially helpful, though it can be a little uncomfortable. So put mechanisms in place for anonymous feedback, such as a “Contact us” button on your website.
- Treat your best customers better: Special offers, loyalty programs, and appreciation events can help give your best customers something extra. Far from alienating new customers, these programs demonstrate that loyalty has its rewards.
- Admit mistakes, then make them right: Use the opportunity to improve your business processes and let customers know what actions you took to prevent the mistake from happening again. Customers may feel more comfortable doing business with you when they see that you took the problem seriously.
20. Explain why an unhappy customer is not good for business.
Customer Service and Satisfaction impact many aspects of your business. From your overall market opportunity, your market share, revenue and sales, expenses, and last but not least your bottom line profit. In the following pages, you will see how each of these is impacted and why it is critical for you as a business owner to assure that Customer Service and Satisfaction is a key ingredient of your business operations just as are advertising, marketing, sales, and production.
20. Explain the importance of understanding customer behavior and two techniques that can be used to analyze customer behavior.
It is important to understand customer behavior because it assists a business to understand the needs of their customers and then to be able to provide services and products to meet these needs.
Customer behavior can be analyzed using a number of techniques such as surveys, focus groups, and Google analytics.
21. Explain three research methods that a business could use to find out about customer needs.
- Advertising and promotion research
You can gather information about the effectiveness of your advertising by gauging:
your customers’ likely responses to your marketing and promotional strategies through testing in a forum such as a focus group the effectiveness of each of your past and planned promotional techniques through analysis of sales data.
- Customer satisfaction studies
You can determine how satisfied your customers are with your product quality and your customer service by surveying customers using: informal methods such as conversations with staff or product and service scorecards questionnaires that target past and present customers.
- Consumer decision process research
You can work out what motivates your customers to buy, and what decision-making process they use, through your own surveys and questionnaires survey results gathered through market research relevant to your industry.
22. Explain the importance of monitoring complaints, including how keeping records of complaints can help the organization better its customer service approach.
Focusing on customer dissatisfaction issues is one of the most important things businesses can do if they are to resolve customer complaints. A customer complaints program allows for the tracking, organizing, and eventual resolution of service or company issues. Monitoring a customer complaints program on a regular basis is crucial to developing successful long-term customer relationships.
Here are ways customer complaints can benefit an organization:
- Customer complaints highlight key areas where your product needs improving, your systems need updating or your service needs upgrading.
- Customer complaints can identify staff members who need more training, a refresher course, or closer supervision.
- Customer complaints help you monitor service levels and consistency between shifts, departments, locations, and teams.
- Customer complaints help you identify where your current policies and procedures are inconvenient or unclear or simply not needed.
- Complaints from customers can point out vital information that is lacking, erroneous, or out of date.
- Customer complaints often elevate important news straight to the top. Leaders and senior management learn quickly about service issues of importance to your customers.
- Customer complaints give you valuable content and insightful case studies for your service education programs.
- Customer complaints also provide rich information to publish for your staff members to read – with your replies, improvements, and recovery action steps.
23. Explain the purpose of a CRM and how it can help organizations manage and improve their customer service information and relationships.
The purpose of a CRM: Customer Relationship Management (CRM) enables a business to cut costs and increase profits. CRM systems are used to organize, automate, and track business processes like lead generation, marketing, forecasting, sales, ROI measurement, and customer service. Hence, the purpose of a CRM system is to boost integration in these areas and also measure and track the value of customer relationships with the ultimate goals of increased profitability and efficiency.
The CRM allows you to follow quality leads and reduce time wastage following prospects. Sales cycles are reduced and win rates are improved. Moreover, you can check customer buying histories to identify potential leads, upsell opportunities, or repeat customers.
Top CRM also helps identify your most valuable customers as well as create a customer reward system or personalized communication to increase engagement and conversion. Furthermore, you can easily pinpoint weak links in the sales process, like unanswered emails or calls that are not followed up and address the issues at once.
24. Identify two strategies that an organization can use to gather feedback from its customers.
- Measure Your Customer Service Performance: Send out an email survey when a complaint ticket is closed. The aim of this survey is to determine whether the resolution is in accordance with the customer’s expectations.
- Monitor Social Channels: Social media sites such as Facebook, Twitter, Linked In, etc. can be an invaluable resource for customer feedback. A variety of tools are available that help in “social listening,” or gathering conversations on social media about a brand. Some tools even help monitor the social presence of your competitors. Just as other methods do, social listening provides a great opportunity for you to improve user experience and quickly respond to any issue that might arise.
26. Social media is a powerful tool. Explain how an organization can use it to monitor and manage customer service relationships.
- Personalize conversations: Importantly, while responding quickly is essential, a standard automated message may not be enough. Bots can help show your customer that you care about their problem, but only if you can follow up with human correspondence soon after.
- Respond quickly: Listening is just the first piece of the puzzle. You also need to respond to what you hear. According to The Social Habit, 32% of customers expect a response within 30 minutes online. Fail to address their concerns fast enough, and you could see your customers’ anger spread across social media. Fortunately, there are tools to help you catch every message as they come in. Sprout Social’s Smart Inbox will help you to track what customers are saying and respond with speed.
26. Explain two further strategies that can be used to monitor, manage and introduce ways to improve customer service relationships.
The strategies to monitor, manage and introduce ways to improve customer service relationships.
Focus Groups: Invite current, past, and even prospective customers to participate in focus groups to get real-time, face-to-face feedback about your service levels. Use a moderator to ask questions and make follow-up queries to provide you with an in-depth and well-rounded look at your service levels.
Seek feedback: Feedback allows customers an opportunity to tell you what they like and dislikes about your business, product or service. This gives you valuable insights into your business to help you improve your offering.
1. Write a regulations report. Use the Internet to find out about legislation and regulations that the company needs to abide by in its delivery of services and ensure that this information is incorporated into the development of customer service strategies.
In step 4 you will need to provide an overview of the legislative and regulatory context at the meeting with staff so ensure you make notes to guide your delivery of the information to staff.
Use the Internet to find examples of customer service strategies developed by other companies. Make notes on your findings.
Using secondary sources of information, research, identify, investigate and assess likely key customer needs in relation to cleaning services, including as a minimum quality of service, cost of service, and response times from booking of service to completion. Your report should be between half a page and one page in length.
Legislation and regulations for the cleaning sector
- Modern Award for the Cleaning Industry
The Cleaning Services Award 2010 for the cleaning industry took effect from 1 January 2010 and operates nationally. All employers are required to make available to their employees a copy of the relevant award and a copy of the National Employment Standards. All new employees must be provided with a copy of the Fair Work Information Statement.
- Required knowledge
- Cleaning chemicals and equipment and their applications.
- Company management structure and procedures, including biological and viral control.
- Emergency response and evacuation procedures.
- Environmental protection procedures.
- Injury, dangerous occurrence, and incident reporting.
- OHS procedures.
- Quality systems.
- Legislation, regulations, codes of practice, and industry advisory standards that apply to preparing for work in the cleaning industry, including OHS legislation.
- Routes of entry and potential symptoms of exposure to chemicals.
- Safe work practices for using: chemicals, equipment, including PPE.
- Surfaces that require cleaning, including relevant cleaning methods, their characteristics.
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicized wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Legislative requirements may include:
- Australian standards, quality assurance, and certification requirements.
- Award and enterprise agreements.
- Industry advisory standards and codes, such as building codes, dangerous goods codes.
- Relevant commonwealth, state, and territory legislation, and local government regulations affecting company operation, including:
- Anti-discrimination and diversity policies
- chemical controls
- chemical registers and manifests
- consumer protection
- energy conservation
- environmental protection
Company requirements may include:
- Business and performance plans
- Client communication procedures
- Client confidentiality procedures
- Client service standards
- Company goals, objectives, plans, systems, and processes
- Company policies and procedures, including access and equity policy, principles and practice
- OHS policies and procedures, including control procedures
- Duty of care, code of conduct, and code of ethics
- Emergency response and evacuation procedures
- Employer and employee rights and responsibilities
- Quality and continuous improvement processes and standards
Rights and responsibilities of employees may include:
- Confidentiality and privacy
- Duty of care
- Knowing appropriate personnel for reporting purposes
- Knowing the location of manuals and related documents
- Knowing terms and conditions of own employment
- Knowing workplace procedures
- Protection from discrimination and sexual harassment
Rights and responsibilities of employers may include:
- Duty of care
- Providing a safe environment free from discrimination and sexual harassment
- Providing a safe workplace according to OHS legislation, codes of practice, regulations, standards
- Providing information and training for work tasks, OHS, and other employment-related matters right to dismiss if a person: commits a criminal offense
- Commits an act of disloyalty, such as revealing confidential
Soil types may be wet or dry and include:
- Animal hair and fur
- Building debris
- Built-up dirt in corners and edges
- Cigarette butts
- Grease and oil
- Heavy, encrusted dirt
- Paper stuck to surfaces
- Outdoor furniture
Surface types may include:
- Furniture and fittings
- Hard floors
- Soft floors
- New technologies
Cleaning techniques may include:
- Air blowing
Equipment may include:
- Floor polishers
- Microfiber products
- Vacuum cleaners.
Standards and legislation.
Standards and Quality assurance are fundamental to CSA Hygiene. As the Wales market leader, we have been at the forefront of raising standards. All our work is carried out to HVCA TR19 standards which provides a recognized level of competent standard which is confirmed by independent laboratory testing. Health and Safety Guidance Notes 202 provide clear, easy advice regarding standards and legal responsibilities.
The Workplace Health, Safety & Welfare Regulations 1992 gives details on an employer’s responsibilities relating to workplace health and safety The Health Technical Memorandum 03-01 is now a vital standard that provides essential best practice guidance for healthcare premises.
Customer service strategies
Customer service covers many aspects of your role as a professional cleaner/housekeeper and these aspects may include:
- See issues/problems before they arise – the key to doing this is keeping your eyes and ears open for potential problems. For example, overflowing waste bins could be collected more often, restrooms running out of toilet paper and other supplies should be checked more often.
- Providing assistance and information in a prompt manner – for example, and visitor to a building could ask you for the location of a restroom, location of an ATM, where they can buy some lunch, or the location of a business in the building. If you are unsure you should take them to a building directory or customer service counter.
- Working and acting in a professional way – ensuring that wherever you are within the facility, even though there may not be a customer in view, you walk, talk and act like a professional.
- Communicating with others clearly, concisely and in confidence – when communicating with others follow the communication principles you have learned such as active listening and questioning techniques.
1. Develop a customer service strategy
Research options for customer service strategies and customer needs
The customer service strategy must clearly reflect the customer needs you have identified and show how these needs will be satisfied through the service provided. The strategy should also document specific actions, priorities, and performance indicators. Make sure you consider the organization’s mission, vision, values, and objectives when developing the strategy.
Use the Customer Service Strategy Template to guide your work.
You will modify this document following a meeting with the Management Team, so save this version as Draft Customer Service Strategy.
2. Send an email to the management team (your assessor).
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should introduce and summarise the contents of the attachments.
The email text should advise the management team that you would like to set up a meeting to discuss the documents. It should include a brief statement of the purpose of the meeting and the date and time and duration of the meeting (the meeting will be approximately 30 minutes).
Attach your regulations report and your customer service strategy to the email.
I am sending this e-mail to book a meeting with you in order to discuss the regulations report and our customer service strategy. The meeting will be held on 23/01/2020 at 9 a.m. It will last 30 minutes. For any doubts, please do not hesitate in contacting me.
3. Meet with management. At the meeting, you will discuss and confirm the customer service strategy with the General Manager (your assessor).
At the meeting, you will be required to:
- Explain the importance of customer service, as well as legislation and regulations key to customer service
It’s important to provide good customer service to all customers including new, existing, and potential customers. Although it may take extra resources, time, and money, good customer service often leads to greater customer satisfaction.
Customer service isn’t just about being courteous to your customers – it’s a vital element of business operations that can impact your bottom line and affect how our company is viewed in the public eye. Several high-profile companies have been in the news of late, finding themselves in the spotlight because of poor customer service policies. The good news is, it’s relatively simple to implement a customer service improvement plan that keeps our business on top.
- Explain each of the strategies and actions in the new customer service strategy
- Strategies related to Quality of Service.
- Strategies related to Client Satisfaction and Responsiveness.
- Strategies related to Cleaning Workers.
- Strategies related to Safety.
- Explain how strategies and actions will assist in achieving the key customer service principles, as well as the strategic mission, vision, and objectives.
All developed strategies are linked with the strategic mission, vision, and objectives of the company that will assist in achieving the key customer service principles.
- Explain how your plans achieve the quality, time, and cost specifications that the company has agreed to uphold for customers.
Quality, time, and cost requirements can be balanced by:
- Conduct some market research with the customers; for example, the quality and the service expected
- Identify the time and the cost expectation by the customers; for example, the time of delivery and their allocated cost to the company
- Identify and allocate the right resources to achieve the goal.
- Map the customer’s needs against products features and benefits.
4. Revise your customer service strategy.
Following the meeting, incorporate your General Manager’s feedback into your customer service strategy. Save this draft of the document as Revised Customer Service Strategy.
5. Take a screenshot of your folder and files. Ensure that you have an overall folder for your work for this unit, as well as subfolders if necessary. All of the documents that you have submitted for this assessment task should be correctly named and filed. Folders must be logical and well-organized, and you will be assessed on this. The screenshot should show all the folders and documents using the naming conventions shown below.
6. Send an email to the management team (your assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. It should summarise the meeting’s outcomes and introduce and summarise the contents of the attachment. Attach your revised customer service strategy and screenshot to the email.
I would like to brief the outcome of the meeting. The importance of customer service was highlighted, strategies and actions were properly addressed.
Related to the feedback gathered, the following topic was added to the strategic plan:
Ethical principles and values:
- are committed to the highest ethical standards;
- accept and value their duty to provide advice that is objective, independent, apolitical, and impartial;
- show respect towards all persons, including employees, clients, and the general public; are committed to honest, fair, and respectful engagement with the customers.
It follows the revised customer service strategy and a screenshot of the documents folder in the attachment.
For any more information, please do not hesitate in contacting me.
- Customer Emails and Responses sent by the customer service staff.
Email 1 from customer:
Received: 13 January 2020 11 am
Logged 13 January 2020 12 noon
Response sent out: 16 January 9 am
- That should be response to customer (sent 14 January 9 am)
Email 2 from customer:
Received: 16 January 2020 10 am
Logged 16 January 2020 12 noon
Response sent out: 18 January 9:45 am
- That should be a response to the customer (sent 17 January 9 am)
- Customer Service Policy and Procedure.
Policies and Procedures:
Oz house Clean is committed to:
- Politeness – the use of good manners in all interactions
- Responsiveness – meet agreed time frames and follow up on all queries
- Professionalism – being objective and knowledgeable and demonstrating integrity
- Understanding – customers and their business
- Confidentiality – respecting the confidentiality of customer information
- Transparency – processes are clear, consistent, and easy to access and document.
- Demonstrate to the customer at all times respect, courtesy, patience, attentiveness,
- Consideration and sensitivity that is appropriate to the age, culture, and linguistic background of the individual or group
- Listen to what customers have to say and determine the exact nature of the request
- Respond to customer inquiries promptly and efficiently in a timely manner act with integrity and honesty when dealing with customers
- If unavailable or away from the office, return email messages promptly upon returning
- If away from the office for two or more days an “out of office” message is to be left on outlook and the telephone.
- Provide the customer with advice and other information that is accurate, clear, concise, reliable and in plain language
- Be sensitive to any language or other communication difficulties experienced by customers when Providing advice and other information
- Present a positive image of Oz house Clean to the public.
- Oz house Clean List of services
The Oz house Clean Advantage
- Fully trained staff
- All staff insured
- Safe cleaning procedures
- All work is backed up by our 24-hour service guarantee: if something isn’t done as expected, notify us within 24 hours and we’ll return to clean that part off the job free of charge
- Call now. We’re confident you won’t find a better cleaning service
- At Oz house Clean we come to your house and do your cleaning for you.
- As an add-on service, we can also do your ironing, change beds, and general tidying.
- We come to your home for a minimum of two hours and can stay as long as you like after that.
- Book us for your regular weekly, fortnightly or monthly clean and we’ll show you the Ozhouse Clean difference.
- We can also do spring cleans for you, which we charge at a fixed rate.
- Outline response timelines and information requirements as included in the Customer Service Policy and Procedures and List of Services.
- Information requirements
It should be correct, clear and concise as in the customer service policy and procedure and list of services.
- The customer 2 email was unclear information:
“The cost of this service is $140. If you decide down the track to increase the frequency of your clean, we can also offer you a 10% discount on this price if you sign up with us for 6 months for a fortnightly clean”
We should provide more information and explain it clearly with promptly greeting before mentioned into the response as:
Following from your inquiries for environmentally friendly products for a regular monthly cleaning of your house with non-toxic products such oven cleaning. I recommend Eco-Clean cleaning which is the best suit for you also I recommend oven cleaning for your choice if you’re interested. The price I summarise bellows:
- The cost Eco-Clean
This service includes a full cleaning of living areas, bedrooms, and bathrooms using only eco-friendly products.
- Ozhouse Clean Eco-Clean services are priced at the following rates:
- First 2 hours (minimum charge): $80
- Each additional hour thereafter: $30
- 10% discount when you sign up for fortnightly clean for minimum 6 months.
- Oven cleaning
Fed up of cleaning your oven? Use our one-off oven cleaning. We can include this as part of your regular cleaning services at a one-off price of $25.
- Explain any variances identified through your review of the email correspondence.
Taking up a weekly clean also gives you the benefit of a 20% discount which reduces the total weekly price from $95 to $85.50.
10% discount when you sign up for fortnightly clean for minimum 6 months.
- Outline your proposed actions.
- Give clear advice to the caller about when they can expect a response when calls cannot be fully responded to immediately. This should be within 1 business day.
- Provide the customer with advice and other information that is accurate, clear, concise, reliable and in plain language
- Be sensitive to any language or other communication difficulties experienced by customers when providing advice and other information
- Present a positive image of Oz house Clean to the public.
- Be positive and helpful – if you don’t know the answer, say that you will find out the answer and get back to the customer via telephone or email.
- Deal with customers calmly, courteously and patiently, even when the callers are angry, aggressive or distressed. Remain polite and seek help if necessary
- Answer unattended telephones in the absence of colleagues whenever practical
- Respond to telephone messages within one business day whenever practical
- Answer the phone in a timely manner – all telephone calls should be answered on or before the third ring.
- Greet the client with “Good morning/afternoon, this is NAME”
- Research team training
The training courses, the customer service team should take:
- Further Education and Training Act 2014
- Vocational Education, Training and Employment Act 2000
- Vocational Education, Training and Employment Regulation 2000
- Trading (Allowable Hours) Act 1990
- Trading (Allowable Hours) Regulation 2004
As you progress in your career, effective communications with customers, whether as an employee or as your own boss, can be the key to your ultimate success. Communications strategies are big-picture plans supported by a series of specific tactics to meet your goals.
- Social media campaigns.
- Regular use of surveys.
- Consultative selling.
- Client education and knowing
How to follow up are all strategies you should learn and use as you climb the corporate ladder.
- Revise customer service policy and procedures
- Send an email to the customer service team (your assessor).
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