Identify Australian Legislative Acts for Customer Service

BSBCUS501
Manage Quality Customer Service

Assessment Task 1
1 Identify five Australian legislative acts relevant for customer service for an
organisation that provides business-to-business (B2B) services to customers.
Privacy Act 1988: It is an Australian law that is being developed for protecting personal information of
individuals by company. While marketing analysis, companies gather some data and information of its
customers so, it is important for companies to keep data safe and secure. It makes consumers’ feel
valued and also can protect companies against lawsuit.
Age Discrimination Act 2004: It is being developed for increasing awareness that people of all age
group have similar rights and right to get equal and fair treatment. By following and implementing this
act, companies of Australia can retain its customers. For this companies need to target its customers of
all age group and do not discriminate them on the basis of age.
Quality act: As per this act, companies need to provide qualitative products and services
and make them know about ingredients and raw materials, used in producing products.
Consumer act 2010: This act covers most areas of the market. The main aim of
developing and following this act is to improve welfare of customers by promoting fair
trading by consumer protection.
Fair credit report act 1975: It provides rights to consumers to access and know all
accurate information related to products. Credit reporting agencies need to make sure
accuracy of consumer reports.
2 Explain what the purpose of the Australian Competition & Consumer Commission
(ACCC) is.
The Australian competitors and consumer commission is an independent
commonwealth statutory whose main aim is to promote consumer act and relevant
legislations. BY developing legislations relevant to consumers, it wants to promote fair
competition, fair trading and improve welfare of Australians. There are several
legislations that are being developed by this commission with the main aim of making
Australians feel valued by giving rights of fair treatment.
3 Identify two International standards used for best practice models of customer
service.
International customers service standard: It is a practical framework and standard that helps
companies of Australia in understanding and knowing that if they all are keeping customers at the
heart of all they do. As per the ISO 10004:2018, quality management and customers’ satisfaction,
companies need to monitor and measure customers’ satisfaction. Companies need to provide
qualitative products and satisfy customers’ needs.
ISO 1002: 2018: As per this standard, companies of Australia and others need to handle
complaints of customers. They need to consider feedbacks and reviews of customers and
accordingly they need to provide services.

4 List five techniques that should be implemented when dealing with customers.
There are some 5 ways by which companies can deal with customers and can solve their problems
such as:
Active listening: Active listening is must while dealing with customers. When customers feel that
companies are listening to them and their views then it makes them feel valued. It shows that
company cares and can satisfy their needs.
Suggesting solution: As per the type of customers’ problems, companies need to provide
immediate and appropriate solutions. When employers solve problems that customers are facing
then it increases trust and make them loyal.
getting regular feedbacks: Companies should provide opportunities to its customers of providing
feedbacks and reviews. By getting and considering feedbacks, company can increase customers’
retention rate.
Face to face communication: It is vital in dealing with customers as when employees interact with
customers face to face then they are more likely to understand their needs. It helps them out in
increasing customers’ experience.
Rewards and appreciation: Along with products, companies can provide rewards like discount,
bonus and others and can make them feel appreciated.
5 Outline two techniques that should be implemented when dealing with customers with a
hearing impairment.
Customers with hearing impairment need to have people who can make them understand
about information of products. So, for dealing with such customers, company need to use
face to face communication.
When employees interact with such customers face to face, slowly and from same level
then it can help customers in understanding about information with even lip sing.
By avoiding talking too rapidly or avoiding to use sentence that are complex can help
employees in dealing with such customers. Along with this, they also need to slow down
while interacting, pausing between sentence and waiting to make sure customers are
understanding.
6
Outline a technique that could be implemented when solving customer’s complaints where
the customers are displaying the following behaviour:
 Aggression
 Demanding
 Indecisiveness
 Talkative
 Aggression: When customers are showing aggression that time employees need to be calm
and paying attention. It is known as one of the best ways of dealing with customers while
solving problems. By asking appropriate question and avoiding interruption can help in solving
customers’ problems.
 Demanding: Remaining respectful and showing them integrity is the best way of solving
customers who are demanding. Active listening to their demands and understanding that why

they are dissatisfied and providing them alternative solutions and innovation that they can bring
can be appropriate.
 Indecisiveness: Customers with lack of firmness require people and employees who can
simplify their concern. So, it is important to set realistic expectations, being honest and giving
all actual information related to product, problems can be solved out.
Talkative: Asking direct questions related to the topic and products, active listening and
ability to explain carefully can help in dealing with such customers.
7 Explain what customer needs research is and detail a process that an organisation could
implement to undertake this research.
Customers need research refers a way or process of knowing and identifying customers’
requirements and needs for products and services. It is all about knowing all factors that are
being considered while making buying decision by customers.
For implementing customers need research, company needs to follow some steps such as:
Identifying customers: There are people with different culture, race, age. So, understanding and
segmenting a group of people is the main step.
Reasons of shopping: Knowing that why people want to buy products, employees can know their
needs and satisfy them.
Preferred shopping methods: By knowing the most preferred shopping methods as whether they
prefer online or offline shopping, companies can satisfy them.
Considering shopping habits: Knowing whether they often buy products or occasionally.
Their view towards products: Knowing what and why they think about products can also help in
knowing customers’ needs.
8 Explain what customer relationship management is and why it’s important
Customer relationship management refers a strategy and process by which companies
improve, interact and manage its relation with customers.
Customer relationship management help companies in knowing customers’ needs, insight into
their behaviour and modify their business operations accordingly. It helps them out in making
sure that customers are receiving services as per their needs and demands.
9 Explain how organisations manage customer relationships including recording
interactions between the customers and customer service representatives.
There are several ways by which companies can manage customers’ relationship such as:
Traditional approach: Making use of CRM system in order to understand their needs is the main step.
In this, companies can interact with customers’ face to face for knowing their requirements. They can
also know about real world challenges that customers are facing.
Aligning marketing materials with sales pitches: Marketing and sales department is siloed
components and if they work together then they can gather better data, solve conflicts and problems that
customers are facing.
Customers feedback: It is one of the most used way of improving customers’ relationship. BY getting
feedbacks and considering their views, better actions and modifications can be done in products.
10 Identify the system that an organisation should use to manage the ongoing quality of
their products and/or services.
ISO 9001 quality management system: It consists of set of policies and procedures that