Manage Quality Customer Service
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AI Summary
This document provides information on managing quality customer service. It covers topics such as consumer guarantees, complaint handling, service standards, and strategies for improving customer relationships.
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BSBCUS501 Manage quality
customer service
customer service
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TABLE OF CONTENTS
ASSESSMENT TASK 1.................................................................................................................3
ASSESSMENT TASK 2...............................................................................................................10
ASSESSMENT TASK 3...............................................................................................................16
ASSESSMENT TASK 4...............................................................................................................20
ASSESSMENT TASK 5...............................................................................................................23
REFERENCES..............................................................................................................................27
ASSESSMENT TASK 1.................................................................................................................3
ASSESSMENT TASK 2...............................................................................................................10
ASSESSMENT TASK 3...............................................................................................................16
ASSESSMENT TASK 4...............................................................................................................20
ASSESSMENT TASK 5...............................................................................................................23
REFERENCES..............................................................................................................................27
ASSESSMENT TASK 1
1. Australians Consumer Law is responsible for setting out the consumer rights which are
also known as consumer guarantees. These rights include many things such as rights to
replacement, repair or refund along with compensating for loss and damages and
becoming able for cancelling a faulty service. Under this, when the consumers buy
products, then the automatic guarantees ensure that they will work and do whatever is
asked by the consumers. The customers have the rights if something is considered as not
right (Pearson, 2017).
2. The customer guarantees which are applied on the products and services under the
Australian Consumer Law includes that the products must be of the acceptable quality
which means safe, with no faults, lasting and looks acceptable. They must match the
descriptions which are made by the salesmen at the time of advertising, labels and
packaging (COVID-19-Consumer Law Research Group, 2020). The products must come
with full ownership and title. Services must be fit for giving the results which were
decided, must be delivered within timeframe and must be provided with the acceptable
technical knowledge and taking required steps for avoiding damage and loss.
3. Customer guarantees are applied to various products and services such as gifts with
purchase proof, sale items, online products and services which are bought from the
Australian businesses, bundled products and services, second-hand products from the
businesses by considering all the conditions and age (Croser, 2018).
4. The signs stating ‘no refunds’ are unlawful as they state that it is impossible to gain a
refund in any situation or circumstances. This is majorly unlawful as even if the
customers find any problem in the products and services such as lack of care and skill or
any defects, then also the customers cannot expect a refund which makes this sign of no
refund unlawful. This is totally against the Australian Consumer law (Strand, 2019).
5. Consumers are not legally entitled to a replacement or refund when they just change their
mind for the product and the retailers will not give any refund or replace the products if
simply the customer change their mind. The customer must check the return policy of the
stores (Frei, Jack and Brown, 2020).
3
1. Australians Consumer Law is responsible for setting out the consumer rights which are
also known as consumer guarantees. These rights include many things such as rights to
replacement, repair or refund along with compensating for loss and damages and
becoming able for cancelling a faulty service. Under this, when the consumers buy
products, then the automatic guarantees ensure that they will work and do whatever is
asked by the consumers. The customers have the rights if something is considered as not
right (Pearson, 2017).
2. The customer guarantees which are applied on the products and services under the
Australian Consumer Law includes that the products must be of the acceptable quality
which means safe, with no faults, lasting and looks acceptable. They must match the
descriptions which are made by the salesmen at the time of advertising, labels and
packaging (COVID-19-Consumer Law Research Group, 2020). The products must come
with full ownership and title. Services must be fit for giving the results which were
decided, must be delivered within timeframe and must be provided with the acceptable
technical knowledge and taking required steps for avoiding damage and loss.
3. Customer guarantees are applied to various products and services such as gifts with
purchase proof, sale items, online products and services which are bought from the
Australian businesses, bundled products and services, second-hand products from the
businesses by considering all the conditions and age (Croser, 2018).
4. The signs stating ‘no refunds’ are unlawful as they state that it is impossible to gain a
refund in any situation or circumstances. This is majorly unlawful as even if the
customers find any problem in the products and services such as lack of care and skill or
any defects, then also the customers cannot expect a refund which makes this sign of no
refund unlawful. This is totally against the Australian Consumer law (Strand, 2019).
5. Consumers are not legally entitled to a replacement or refund when they just change their
mind for the product and the retailers will not give any refund or replace the products if
simply the customer change their mind. The customer must check the return policy of the
stores (Frei, Jack and Brown, 2020).
3
6. The statement mentioned is not always true. The rights are already provided by the
consumer guarantees. So this is not required for the consumers to expect such rights from
the supplier or the manufacturer. This can be considered as a pressure which the suppliers
impose on the customers and the suppliers must not tell the customers to pay for the
rights which the consumers already have under the consumer guarantee.
7. The information which is found in the complaints policy and procedure includes various
steps like listening to the complaints, recording details of the complaints, getting all the
facts like asking the questions, discussing options to fix the problem (replacement,
refund, repair or apology), acting quickly, keeping the promises only which can be
delivered, following up the customers if they are satisfied or not, getting the feedbacks
from them to ensure that they are satisfied (Luscombe, Walby and Lippert, 2017).
8. Complaint handling system helps in managing the progress of the complaint along with
identifying those complaints which needs immediate action. This also helps in increasing
the workforce productivity as there are less human errors through monitoring the
complaints. This also gives an overall picture of all the complaints regarding all the
departments in business (Brennan and et.al., 2017).
Steps used in handling the customers’ complaints include listening to the customers,
empathising with their position for bond creation, offering a solution to the problem,
executing the solution and then following up to ensure that they are satisfied.
9. The salespeople could follow the following steps for welcoming the potential clients:
Smiling and pleasing gesture.
Dressing professionally
Acknowledging the customers quickly.
Small talk by asking normal questions related to them.
Showing familiarity in talks and actions.
Commonality to establish a relationship.
Remembering the preferences of the customers.
Orientation in words and actions.
Showing the customers to products.
Asking questions to satisfy the customer’s needs.
Giving the customers space after greeting for making decisions.
4
consumer guarantees. So this is not required for the consumers to expect such rights from
the supplier or the manufacturer. This can be considered as a pressure which the suppliers
impose on the customers and the suppliers must not tell the customers to pay for the
rights which the consumers already have under the consumer guarantee.
7. The information which is found in the complaints policy and procedure includes various
steps like listening to the complaints, recording details of the complaints, getting all the
facts like asking the questions, discussing options to fix the problem (replacement,
refund, repair or apology), acting quickly, keeping the promises only which can be
delivered, following up the customers if they are satisfied or not, getting the feedbacks
from them to ensure that they are satisfied (Luscombe, Walby and Lippert, 2017).
8. Complaint handling system helps in managing the progress of the complaint along with
identifying those complaints which needs immediate action. This also helps in increasing
the workforce productivity as there are less human errors through monitoring the
complaints. This also gives an overall picture of all the complaints regarding all the
departments in business (Brennan and et.al., 2017).
Steps used in handling the customers’ complaints include listening to the customers,
empathising with their position for bond creation, offering a solution to the problem,
executing the solution and then following up to ensure that they are satisfied.
9. The salespeople could follow the following steps for welcoming the potential clients:
Smiling and pleasing gesture.
Dressing professionally
Acknowledging the customers quickly.
Small talk by asking normal questions related to them.
Showing familiarity in talks and actions.
Commonality to establish a relationship.
Remembering the preferences of the customers.
Orientation in words and actions.
Showing the customers to products.
Asking questions to satisfy the customer’s needs.
Giving the customers space after greeting for making decisions.
4
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Getting the right exit.
10. A service standard helps in defining the expectations of the customer from the service
and the way in which it is provided by the service provider. For example, on the basis of
accuracy, suitability and timeliness. It can help the service providers and the customers
through raising the service’s quality. This can be on the basis of safety and the improved
communication between the customer and the service provider. Various service standards
are made for external customers, internal customers, telephone etiquette, voice mail, e-
mail etc. (Jalbani and Soomro, 2017). The general service standards include that the
company will make their goal for exceeding the customer’s expectations. The company
will make conscious effort for complimenting the co-workers, being conscious of their
communication style, working for anticipating the needs of the customers.
11. The companies who are dedicated and determined to practice the best customer services
prefer to measure its service standards as it gives an idea to the company whether they are
on the right path to satisfy the customers or they need to bring improvements in the way
they fulfil the requirements of the customers. In order to measure this, the companies
collect the feedbacks from the customers, creating the review opportunities, using a
mystery shopper, evaluating the customer retention and many more other strategies. It
helps in managing the expectations of the customers and also helps in setting the
expectations of the employees.
12. Public relations are basically the process to maintain a favourable image and build the
beneficial relationships between the company and the public groups, communities, people
it is serving. It is also known as “free advertising”. It is not a costless promotion form.
Salaries are paid to the people who execute the PR strategy. It seeks for promoting the
organisations, services, products and brands. It also helps in building and maintaining the
positive image. It helps in informing the target audiences about the associations with the
service, product or the company (Mixon Jr, Asarta and Caudill, 2017). It also contributes
in maintaining good relationships with the influencers. Goodwill is created among the
consumers, target audiences and media which raise the profile of the organisation.
13. The five ways for promoting the products are media coverage, social media, website,
advertising and personal selling. Media coverage helps in making great digital content.
This is done when media adopts the company’s story which is considered as a compelling
5
10. A service standard helps in defining the expectations of the customer from the service
and the way in which it is provided by the service provider. For example, on the basis of
accuracy, suitability and timeliness. It can help the service providers and the customers
through raising the service’s quality. This can be on the basis of safety and the improved
communication between the customer and the service provider. Various service standards
are made for external customers, internal customers, telephone etiquette, voice mail, e-
mail etc. (Jalbani and Soomro, 2017). The general service standards include that the
company will make their goal for exceeding the customer’s expectations. The company
will make conscious effort for complimenting the co-workers, being conscious of their
communication style, working for anticipating the needs of the customers.
11. The companies who are dedicated and determined to practice the best customer services
prefer to measure its service standards as it gives an idea to the company whether they are
on the right path to satisfy the customers or they need to bring improvements in the way
they fulfil the requirements of the customers. In order to measure this, the companies
collect the feedbacks from the customers, creating the review opportunities, using a
mystery shopper, evaluating the customer retention and many more other strategies. It
helps in managing the expectations of the customers and also helps in setting the
expectations of the employees.
12. Public relations are basically the process to maintain a favourable image and build the
beneficial relationships between the company and the public groups, communities, people
it is serving. It is also known as “free advertising”. It is not a costless promotion form.
Salaries are paid to the people who execute the PR strategy. It seeks for promoting the
organisations, services, products and brands. It also helps in building and maintaining the
positive image. It helps in informing the target audiences about the associations with the
service, product or the company (Mixon Jr, Asarta and Caudill, 2017). It also contributes
in maintaining good relationships with the influencers. Goodwill is created among the
consumers, target audiences and media which raise the profile of the organisation.
13. The five ways for promoting the products are media coverage, social media, website,
advertising and personal selling. Media coverage helps in making great digital content.
This is done when media adopts the company’s story which is considered as a compelling
5
content. Websites help in building the support to the business. Through this, the latest and
standard tools for creating a dependable foundation. Social media marketing helps in
improving the bottom line which increases the awareness, improves the SEO and builds
customer relationships. These offers the social media services which helps in supporting
the websites. Digital advertising helps in promoting the products and services of the
company to the people who cannot come physically to the stores (Eiteneyer, Bendig and
Brettel, 2019).
14. If the company wants to attract the customers then the potential customers must be
familiar with the brand. When the company interacts with the customers, the brand
reputation of the company is at stake. The personnel which are faced by the customers
such as sales and service are the most important things to make the image of the company
well defined and satisfactory. If the customer shares a negative tweet or a video in which
bad experience of the customer is shared then it can be viral more quickly than it can be
imagined. This can destroy the public relation image of the company. So the company
must strive hard to aware the customers regarding the great customer experiences.
15. The verbal communication barriers with the customers can be handled by speaking with
clarity with distinct and clear tone, being patient and calm, going out of the way for
accommodating customers, communicating in the simpler and understandable language,
using appropriate medium of communication and by using the technology which helps in
facilitating the interactions. The companies can also make use of brochures and
pamphlets in various languages for ensuring that customers can access the information.
16. Some people who are hearing impaired cannot hear clearly in loud noise so the Customer
service representative must try to minimize the noise around. The CSR can also ask the
customers to repeat the words listened. The SR must not talk too rapidly or using the
complex sentences. They can wait to ensure that the customers have listened properly.
17. In order to communicate effectively with the vision impaired people, the CSR must speak
clearly and naturally. The body language must be continuously used as it impacts the tone
of the voice and extra information must be given to the people. Accurate and specific
language must be used when the directions are given. The situations where competing
noise is present must be avoided. The CSR must also introduce them without assuming
that the customers can analyse by hearing the voice.
6
standard tools for creating a dependable foundation. Social media marketing helps in
improving the bottom line which increases the awareness, improves the SEO and builds
customer relationships. These offers the social media services which helps in supporting
the websites. Digital advertising helps in promoting the products and services of the
company to the people who cannot come physically to the stores (Eiteneyer, Bendig and
Brettel, 2019).
14. If the company wants to attract the customers then the potential customers must be
familiar with the brand. When the company interacts with the customers, the brand
reputation of the company is at stake. The personnel which are faced by the customers
such as sales and service are the most important things to make the image of the company
well defined and satisfactory. If the customer shares a negative tweet or a video in which
bad experience of the customer is shared then it can be viral more quickly than it can be
imagined. This can destroy the public relation image of the company. So the company
must strive hard to aware the customers regarding the great customer experiences.
15. The verbal communication barriers with the customers can be handled by speaking with
clarity with distinct and clear tone, being patient and calm, going out of the way for
accommodating customers, communicating in the simpler and understandable language,
using appropriate medium of communication and by using the technology which helps in
facilitating the interactions. The companies can also make use of brochures and
pamphlets in various languages for ensuring that customers can access the information.
16. Some people who are hearing impaired cannot hear clearly in loud noise so the Customer
service representative must try to minimize the noise around. The CSR can also ask the
customers to repeat the words listened. The SR must not talk too rapidly or using the
complex sentences. They can wait to ensure that the customers have listened properly.
17. In order to communicate effectively with the vision impaired people, the CSR must speak
clearly and naturally. The body language must be continuously used as it impacts the tone
of the voice and extra information must be given to the people. Accurate and specific
language must be used when the directions are given. The situations where competing
noise is present must be avoided. The CSR must also introduce them without assuming
that the customers can analyse by hearing the voice.
6
18. The ways in which excellent customer service is provided are as follows:
They must respond as quickly as possible as people do not like to wait.
The company must earn the trust of the customers by providing high standard
products and services. This can be done by going extra mile (Janahi and Al
Mubarak, 2017).
Treating the customers or the clients just like the family members which means
that knowing the customers more which helps in providing better service which
makes them satisfied and fulfil their needs.
The CSR must not hide their faults and must confront the situation. Apology must
be offered and issues must be fixed when any mistake is done.
19. The unhappy customers are due to the bad customer experiences and when the business is
majorly online, it leads to damaging of the reputation. When the customers become
angry, they express it on the keyboards online in the form of giving the negative review
on social networking sites. This leads to loss of customers which results in losing of sales
which therefore lead to loss of profits. This majorly impacts the business’ financial
health.
20. When the company understands the behaviour of the customers, then the price point can
be ascertained for the specific customer segments. This helps in putting the most efficient
and effective promotions and the schemes of incentives which contributes by serving the
customers in such a manner which motivates to encourage the referrals and business. It
also increases the customer retention and builds a stronger relationship between the
company and the customers.
The techniques which can be used to understand the behaviour of the customers are the
customer analytics which helps in capturing the unstructured and structured data. Social
Media Analytics helps in unlocking the value of sentiments of the customers.
21. The research methods which can be used to examine the customer needs are mapping the
customer journey, conducting the research “follow me home”, interviewing the
customers, conducting the voice of the customer surveys, analysing the competition,
diary studies through which experiences can be recorded, interviewing the stakeholders
and mapping the customer process.
7
They must respond as quickly as possible as people do not like to wait.
The company must earn the trust of the customers by providing high standard
products and services. This can be done by going extra mile (Janahi and Al
Mubarak, 2017).
Treating the customers or the clients just like the family members which means
that knowing the customers more which helps in providing better service which
makes them satisfied and fulfil their needs.
The CSR must not hide their faults and must confront the situation. Apology must
be offered and issues must be fixed when any mistake is done.
19. The unhappy customers are due to the bad customer experiences and when the business is
majorly online, it leads to damaging of the reputation. When the customers become
angry, they express it on the keyboards online in the form of giving the negative review
on social networking sites. This leads to loss of customers which results in losing of sales
which therefore lead to loss of profits. This majorly impacts the business’ financial
health.
20. When the company understands the behaviour of the customers, then the price point can
be ascertained for the specific customer segments. This helps in putting the most efficient
and effective promotions and the schemes of incentives which contributes by serving the
customers in such a manner which motivates to encourage the referrals and business. It
also increases the customer retention and builds a stronger relationship between the
company and the customers.
The techniques which can be used to understand the behaviour of the customers are the
customer analytics which helps in capturing the unstructured and structured data. Social
Media Analytics helps in unlocking the value of sentiments of the customers.
21. The research methods which can be used to examine the customer needs are mapping the
customer journey, conducting the research “follow me home”, interviewing the
customers, conducting the voice of the customer surveys, analysing the competition,
diary studies through which experiences can be recorded, interviewing the stakeholders
and mapping the customer process.
7
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22. Monitoring the complaints is considered as the most important component of the
customer service and the success of the business. It not only helps in gathering the
valuable insights of the customers but also helps in improving the company’s progress
which leads to reduction in the costs, increase in the profitability and making the
customers more satisfied.
Keeping the records not only helps in providing the protective value but also proves to be
good in terms of legal protection as well. If the customers make any type of complaint
regarding the product and the experience which was found to be damaging then the
records related to this is considered as a defence part. These help in demonstrating the
consistency and nature of the complaints of the customers and the response logs of the
company.
23. Customer Relationship Management (CRM) is basically a technology which helps to
manage the company’s relationships and the interactions with the potential and the
existing customers. The main goal of CRM is improving the business relationships. It
helps the organisations to stay connected to the customers, streamlining the processes and
helps in improving the profitability (Badwan and et.al., 2017). The CRM contributes by
focusing on the relationships between the organisation and the people. These includes the
customers, colleagues, service users, suppliers etc. in terms of finding customers,
providing services and support in order to win the business and relationships.
24. Feedback from the customers can be taken by usability tests, social media, exploratory
customer interviews, email and customer contact forms, customer feedback surveys, on-
site activity through making use of analytics and instant feedback can be taken through
the websites (Carless and Boud, 2018).
25. The company can show the customers regarding the dedication the company has for
keeping the customers satisfied by using social media for handling the customer’s
complaints. Through social media, many hashtags can be used strategically and also
separate handles can be set for customer service support. For this, the company needs to
manage the presence on social media carefully otherwise it can damage the brand image
and can shift the customers far away. Through the social media, the companies can also
handle the issues of the clients which help in enhancing the brand reputation.
8
customer service and the success of the business. It not only helps in gathering the
valuable insights of the customers but also helps in improving the company’s progress
which leads to reduction in the costs, increase in the profitability and making the
customers more satisfied.
Keeping the records not only helps in providing the protective value but also proves to be
good in terms of legal protection as well. If the customers make any type of complaint
regarding the product and the experience which was found to be damaging then the
records related to this is considered as a defence part. These help in demonstrating the
consistency and nature of the complaints of the customers and the response logs of the
company.
23. Customer Relationship Management (CRM) is basically a technology which helps to
manage the company’s relationships and the interactions with the potential and the
existing customers. The main goal of CRM is improving the business relationships. It
helps the organisations to stay connected to the customers, streamlining the processes and
helps in improving the profitability (Badwan and et.al., 2017). The CRM contributes by
focusing on the relationships between the organisation and the people. These includes the
customers, colleagues, service users, suppliers etc. in terms of finding customers,
providing services and support in order to win the business and relationships.
24. Feedback from the customers can be taken by usability tests, social media, exploratory
customer interviews, email and customer contact forms, customer feedback surveys, on-
site activity through making use of analytics and instant feedback can be taken through
the websites (Carless and Boud, 2018).
25. The company can show the customers regarding the dedication the company has for
keeping the customers satisfied by using social media for handling the customer’s
complaints. Through social media, many hashtags can be used strategically and also
separate handles can be set for customer service support. For this, the company needs to
manage the presence on social media carefully otherwise it can damage the brand image
and can shift the customers far away. Through the social media, the companies can also
handle the issues of the clients which help in enhancing the brand reputation.
8
26. The strategies which can be used for monitoring, managing and introducing the ways for
improving the customer service relationships are asking the customers for their
feedbacks, consulting with the agents to improve the practices, offering regular channel
maintenance, personalization and customization, building trust by increasing the
transparency, focussing less on the sale, providing right content at the right time,
engaging in collaborative selling and many more.
9
improving the customer service relationships are asking the customers for their
feedbacks, consulting with the agents to improve the practices, offering regular channel
maintenance, personalization and customization, building trust by increasing the
transparency, focussing less on the sale, providing right content at the right time,
engaging in collaborative selling and many more.
9
ASSESSMENT TASK 2
1. Ozhouse Clean must consider various legislations and regulations which help in
facilitating and protecting not only the employees but also the customers. According to
the Australian Consumer law (ACL) which came into effect in 2011, if the customers buy
any product then they have the consumer rights to make the product do whatever they
want and if there is any fault or defect in the product then they can get it replaced,
returned or refunded. Same in the case of Ozhouse Clean also, if they cannot provide the
satisfactory service to the customers then the customer can ask for the consumer rights.
They can get their house cleaned again or they do not have to pay the money for the
previous unsatisfactory service (Ozhouse Clean, 2021).
The Ozhouse clean must also consider the pricing law in Australia which states that there
must be one genuine price on the products which means that if there are two or more
prices on the product then the company has to sell it at the least price. Some ACL laws
are as follows:
If your customers ask for a
bill, you must provide it
free of charge.
If you sell goods or
services worth more than
$75 (excluding GST), you
must give your customer a
bill. If any product is sold at price more than $75, customers will be given a bill.
10
1. Ozhouse Clean must consider various legislations and regulations which help in
facilitating and protecting not only the employees but also the customers. According to
the Australian Consumer law (ACL) which came into effect in 2011, if the customers buy
any product then they have the consumer rights to make the product do whatever they
want and if there is any fault or defect in the product then they can get it replaced,
returned or refunded. Same in the case of Ozhouse Clean also, if they cannot provide the
satisfactory service to the customers then the customer can ask for the consumer rights.
They can get their house cleaned again or they do not have to pay the money for the
previous unsatisfactory service (Ozhouse Clean, 2021).
The Ozhouse clean must also consider the pricing law in Australia which states that there
must be one genuine price on the products which means that if there are two or more
prices on the product then the company has to sell it at the least price. Some ACL laws
are as follows:
If your customers ask for a
bill, you must provide it
free of charge.
If you sell goods or
services worth more than
$75 (excluding GST), you
must give your customer a
bill. If any product is sold at price more than $75, customers will be given a bill.
10
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If the customers ask for a bill, then the shopkeepers must provide it with no
charge.
If there is any fault, defect or problem with any good or service, the customers
have the right that they can ask for the compensation. Even if the product has the
sign of No Refund, then also the customers can ask for the compensation
including the refund or the replacement.
The company also needs to protect the personal information of the customers
under the privacy ACT 1998.
For the employees, the company must follow the regulations of Occupational Safety &
Health Administration (OSHA) such as hand and foot protection, eye and face protection,
ventilation and toxic and hazardous substance. The workers must be protected in any case by
the use of federal and state regulations which are related to the janitorial services.
2. The needs of the customers of Ozhouse Clean are professional, immaculate and
trustworthy cleaning service. The target customers can invest and pay for the cleaning
services but the condition is that they must meet up their expectations as there are many
competitors of Ozhouse Clean in Melbourne, Australia. The customers of the company
reside in the inner city of Melbourne. They need home cleaning regularly either
fortnightly or weekly but must be done for 3-6 hours. There is a high demand for the
cleaning services in Australia but the competition among the cleaning service providers is
also very high. This is why the Ozhouse Clean must develop and implement the
consumer service rights to lead its competitors in Melbourne.
Ozhouse Clean
Customer service and communication policy and procedure
Strategies
(what)
Actions
(how)
Priority
(L/M/H)
Time
Frames
(when)
Performance
Indicators
(measurement)
11
charge.
If there is any fault, defect or problem with any good or service, the customers
have the right that they can ask for the compensation. Even if the product has the
sign of No Refund, then also the customers can ask for the compensation
including the refund or the replacement.
The company also needs to protect the personal information of the customers
under the privacy ACT 1998.
For the employees, the company must follow the regulations of Occupational Safety &
Health Administration (OSHA) such as hand and foot protection, eye and face protection,
ventilation and toxic and hazardous substance. The workers must be protected in any case by
the use of federal and state regulations which are related to the janitorial services.
2. The needs of the customers of Ozhouse Clean are professional, immaculate and
trustworthy cleaning service. The target customers can invest and pay for the cleaning
services but the condition is that they must meet up their expectations as there are many
competitors of Ozhouse Clean in Melbourne, Australia. The customers of the company
reside in the inner city of Melbourne. They need home cleaning regularly either
fortnightly or weekly but must be done for 3-6 hours. There is a high demand for the
cleaning services in Australia but the competition among the cleaning service providers is
also very high. This is why the Ozhouse Clean must develop and implement the
consumer service rights to lead its competitors in Melbourne.
Ozhouse Clean
Customer service and communication policy and procedure
Strategies
(what)
Actions
(how)
Priority
(L/M/H)
Time
Frames
(when)
Performance
Indicators
(measurement)
11
Ozhouse Clean need
not to lower its prices
according to the pricing
strategy of its
competitors. It must
keep its prices higher
by monitoring its
financials as the
company focus on
developing the
sustainable business.
The company must give
limited discounts to the
customers with the
maximum repeating
orders.
This can be done by
establishing the
commercial cleaning
service which includes
expanding sales to the
existing customers and
introducing the existing
products into the
completely new market.
High 1 month. The overall sales can
be monitored and the
customer levels in the
planning’s first year.
Feedbacks from the
customers must be
taken to analyse their
opinions regarding the
service.
Ozhouse Clean must
also train the employees
well and especially
train those employees
who interacts directly
with the customers so
that they can become
able to communicate
with all type of
customers in well
mannered way and can
satisfy the needs of the
customers.
Training experts must be
hired according to the
needs of the workers and
must monitor the skills of
them so that necessary
improvements can be
made. Required Resource
Facilitation must be
provided. Incentive Plan
can be made.
Medium 3 months. Skills of the workers
must be analysed and
feedbacks from the
potential and existing
customers must be
taken regarding the
customer services
provided by CSR.
12
not to lower its prices
according to the pricing
strategy of its
competitors. It must
keep its prices higher
by monitoring its
financials as the
company focus on
developing the
sustainable business.
The company must give
limited discounts to the
customers with the
maximum repeating
orders.
This can be done by
establishing the
commercial cleaning
service which includes
expanding sales to the
existing customers and
introducing the existing
products into the
completely new market.
High 1 month. The overall sales can
be monitored and the
customer levels in the
planning’s first year.
Feedbacks from the
customers must be
taken to analyse their
opinions regarding the
service.
Ozhouse Clean must
also train the employees
well and especially
train those employees
who interacts directly
with the customers so
that they can become
able to communicate
with all type of
customers in well
mannered way and can
satisfy the needs of the
customers.
Training experts must be
hired according to the
needs of the workers and
must monitor the skills of
them so that necessary
improvements can be
made. Required Resource
Facilitation must be
provided. Incentive Plan
can be made.
Medium 3 months. Skills of the workers
must be analysed and
feedbacks from the
potential and existing
customers must be
taken regarding the
customer services
provided by CSR.
12
Ozhouse Clean must
advertise and promote
its services through the
social media platforms
which help in reaching
the customers. This
majorly includes the
LinkedIn groups,
Facebook, Instagram,
Blogging etc. The
organisation must also
provide incentives for
the referrals of new
customers.
Appropriate online
platform must be chosen
such as Facebook
presence, Door drops of
leaflets and blogging on
the web sites.
High 1 month. Online presence must
be monitored. Online
queries and orders
must be tracked.
Rating can be
examined which helps
in bringing possible
improvements.
The company must also
provide sustainable
services to the
customers which have a
good impact on the
environment which
helps in increasing the
goodwill of the
company.
The organisational
structure must be
realigned. The company
must aware the
employees to follow the
sustainable practices.
Medium 2 months. Impact on the
environment and the
community must be
monitored.
3. Email
From:
To:
Subject: Meeting discussion
Respected sir,
Good morning!
13
advertise and promote
its services through the
social media platforms
which help in reaching
the customers. This
majorly includes the
LinkedIn groups,
Facebook, Instagram,
Blogging etc. The
organisation must also
provide incentives for
the referrals of new
customers.
Appropriate online
platform must be chosen
such as Facebook
presence, Door drops of
leaflets and blogging on
the web sites.
High 1 month. Online presence must
be monitored. Online
queries and orders
must be tracked.
Rating can be
examined which helps
in bringing possible
improvements.
The company must also
provide sustainable
services to the
customers which have a
good impact on the
environment which
helps in increasing the
goodwill of the
company.
The organisational
structure must be
realigned. The company
must aware the
employees to follow the
sustainable practices.
Medium 2 months. Impact on the
environment and the
community must be
monitored.
3. Email
From:
To:
Subject: Meeting discussion
Respected sir,
Good morning!
13
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This email is to inform you that a meeting needs to be set up in order to discuss the customer
service which must be provided to the customers of Ozclean. The regulations and legislations
which needs to be followed at the time of providing the services regarding cleaning to the
customers in Melbourne. The meeting will also shed light on the customer service strategy which
if implemented by the company will help in gaining competitive advantage and also emerge as a
market leader in the city of Melbourne. The report of the regulations and the strategy is attached
with this which helps in gaining an outline about the purpose of the meeting. The meeting will
help in making the company aware of the strategies which are to be implemented by considering
all the legislations and regulation in Australia (Paul and Chowdhury, 2020). The meeting will
help in conveying the importance of the customer service along with highlighting the regulations
and legislations which are used to develop the customer service strategies thereby satisfying the
needs of the customers. The meeting will be held on 25 February 2021 at 11 am sharp and it will
take not more than 30 minutes. So, it is a genuine request for the sake of company as well as the
employees and the customers.
Thank you.
5. Revising the customer service strategy
The customer service strategy can be revised by evaluating the feedbacks from the General
Manager. The feedbacks gained from them were to lower the price of the services. As the
competition for the cleaning people is increasing day by day, the company must not increase the
prices of the services provided to the customers. Also, the company must make teams of the
employees so that if one person is unable to provide the efficient customer services then the other
person will be available to satisfy the needs of the customers. This will also create a sense of
team work and spirit which will increase the productivity of the company. Furthermore, the
company must develop innovative, unique products for cleaning which can help in
differentiating the service of Ozhouse clean from its competitors. The company must create the
various systems for each function whether it is supervision, laundry, customer service etc. For
this, access must be got for the shopping malls near the market to be targeted (Palazzo, Vollero
and Siano, 2020). The CSR must also look at the problems before arising by keeping the ears and
eyes open for especially the potential problems. This can include the overflowing of the waste
bins, restrooms in which toilet papers are not available. The workers must also work and act in
14
service which must be provided to the customers of Ozclean. The regulations and legislations
which needs to be followed at the time of providing the services regarding cleaning to the
customers in Melbourne. The meeting will also shed light on the customer service strategy which
if implemented by the company will help in gaining competitive advantage and also emerge as a
market leader in the city of Melbourne. The report of the regulations and the strategy is attached
with this which helps in gaining an outline about the purpose of the meeting. The meeting will
help in making the company aware of the strategies which are to be implemented by considering
all the legislations and regulation in Australia (Paul and Chowdhury, 2020). The meeting will
help in conveying the importance of the customer service along with highlighting the regulations
and legislations which are used to develop the customer service strategies thereby satisfying the
needs of the customers. The meeting will be held on 25 February 2021 at 11 am sharp and it will
take not more than 30 minutes. So, it is a genuine request for the sake of company as well as the
employees and the customers.
Thank you.
5. Revising the customer service strategy
The customer service strategy can be revised by evaluating the feedbacks from the General
Manager. The feedbacks gained from them were to lower the price of the services. As the
competition for the cleaning people is increasing day by day, the company must not increase the
prices of the services provided to the customers. Also, the company must make teams of the
employees so that if one person is unable to provide the efficient customer services then the other
person will be available to satisfy the needs of the customers. This will also create a sense of
team work and spirit which will increase the productivity of the company. Furthermore, the
company must develop innovative, unique products for cleaning which can help in
differentiating the service of Ozhouse clean from its competitors. The company must create the
various systems for each function whether it is supervision, laundry, customer service etc. For
this, access must be got for the shopping malls near the market to be targeted (Palazzo, Vollero
and Siano, 2020). The CSR must also look at the problems before arising by keeping the ears and
eyes open for especially the potential problems. This can include the overflowing of the waste
bins, restrooms in which toilet papers are not available. The workers must also work and act in
14
much professional way even when there are no customers to keep a watch then also this must be
followed.
7. Email
From:
To:
Subject: Discussion of outcomes of the meeting.
Respected sir,
Good morning!
This email is to inform the management team that the customer service strategies are revised
after getting the feedbacks from the General Manager. The various outcomes were obtained after
the discussion in the meeting. The main change which is to be brought in the customer service
strategy is that the price of the services must be changed from higher to average so that people of
all the class can afford to take the service. Also, the employees will not work separately but in a
team so that customer service can be provided in more efficient manner. Various creative
cleaning products will be used for providing the services which will help in gaining the
competitive edge. Distinct systems will be used for all the facilities which will be provided to the
customers. This will help in making the new strategies along with making improvement in the
existing ones according to the views of the General Manager of the company.
15
followed.
7. Email
From:
To:
Subject: Discussion of outcomes of the meeting.
Respected sir,
Good morning!
This email is to inform the management team that the customer service strategies are revised
after getting the feedbacks from the General Manager. The various outcomes were obtained after
the discussion in the meeting. The main change which is to be brought in the customer service
strategy is that the price of the services must be changed from higher to average so that people of
all the class can afford to take the service. Also, the employees will not work separately but in a
team so that customer service can be provided in more efficient manner. Various creative
cleaning products will be used for providing the services which will help in gaining the
competitive edge. Distinct systems will be used for all the facilities which will be provided to the
customers. This will help in making the new strategies along with making improvement in the
existing ones according to the views of the General Manager of the company.
15
ASSESSMENT TASK 3
1. Review
It can be reviewed from the emails that the company has replied to the emails from the
customers. Ozhouse clean has always tried hard to give the answers to the emails from the
potential as well as existing customers and that also on time. They replied very politely and tried
to solve each and every problem which is related to the service they provide to the customers.
The customers also ask suggestions through emails and the company tries to give them the best
suggestions related to the products, timings and even the price. The company shows the
transparency in the emails by giving all the details correctly without leaving the customers empty
handed. If the customers are in dilemma regarding the products which they must use in order to
clean their houses at the daily basis also, the company freely advises the customers without any
hesitations. The company tries to give the replies of all the emails they get in not more than 3 to
4 days. The company also gives some sorts of offers and discounts to the customers if they book
the service for week, month or year. The company also makes the customers aware of its
products and services through emails.
The customer service policy and procedures are followed by the company. As the policies of the
company are politeness, professionalism, responsiveness, understanding, confidentiality and
transparency. Most of these policies are followed by the company and the CSR which can easily
be observed through the replies which company does to the emails from the customers. There
can be seen lack of responsiveness as the company answers the emails in after 2-3 days (Chan,
Shen and Cai, 2018). This time is also not so late for the big company to reply too many
customers but this creates a problem when the customers need the services of Ozhouse Clean on
an urgent basis. This time the company becomes late to reply to the customers. But the replies
are filled with politeness and understanding.
The principles of the company are also followed by the CSR at all times such as listening to the
customers and their request, acting with integrity and honesty, responding to the enquiries even
when not available and many more. The content of emails is sensitive to every language which
presents positive image of the company to the customers. The transparency of the company can
be seen when the company do not even hide the cost of the services at different times.
Ozhouse clean provides many services to its customers like coming to the house and cleaning
and additionally the company also provides services like ironing, general tidying and changing
16
1. Review
It can be reviewed from the emails that the company has replied to the emails from the
customers. Ozhouse clean has always tried hard to give the answers to the emails from the
potential as well as existing customers and that also on time. They replied very politely and tried
to solve each and every problem which is related to the service they provide to the customers.
The customers also ask suggestions through emails and the company tries to give them the best
suggestions related to the products, timings and even the price. The company shows the
transparency in the emails by giving all the details correctly without leaving the customers empty
handed. If the customers are in dilemma regarding the products which they must use in order to
clean their houses at the daily basis also, the company freely advises the customers without any
hesitations. The company tries to give the replies of all the emails they get in not more than 3 to
4 days. The company also gives some sorts of offers and discounts to the customers if they book
the service for week, month or year. The company also makes the customers aware of its
products and services through emails.
The customer service policy and procedures are followed by the company. As the policies of the
company are politeness, professionalism, responsiveness, understanding, confidentiality and
transparency. Most of these policies are followed by the company and the CSR which can easily
be observed through the replies which company does to the emails from the customers. There
can be seen lack of responsiveness as the company answers the emails in after 2-3 days (Chan,
Shen and Cai, 2018). This time is also not so late for the big company to reply too many
customers but this creates a problem when the customers need the services of Ozhouse Clean on
an urgent basis. This time the company becomes late to reply to the customers. But the replies
are filled with politeness and understanding.
The principles of the company are also followed by the CSR at all times such as listening to the
customers and their request, acting with integrity and honesty, responding to the enquiries even
when not available and many more. The content of emails is sensitive to every language which
presents positive image of the company to the customers. The transparency of the company can
be seen when the company do not even hide the cost of the services at different times.
Ozhouse clean provides many services to its customers like coming to the house and cleaning
and additionally the company also provides services like ironing, general tidying and changing
16
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beds. The company provides the services according to the needs of the customers. The minimum
time for which the service is provided to the customers is 2 hours and extra time is given if asked
by the customers. Various offers and discounts are provided by the company with certain terms
and conditions.
Though the company provides some sustainable services by following its policies and procedures
but there is a need to focus on providing more eco-friendly products for cleaning purpose
(Sarmiento and El Hanandeh, 2018). Immediate actions must be taken regarding the quick
replies to the emails from the customers. The training must be given to the staff which can train
the staff to provide best service to the customers by interacting with the customers in well-
behaved manner with complete politeness. The company Ozhouse clean must provide Nature
Care Products such as Surface Cleaner, Kitchen and Bath Cleaner etc.
3. In order to provide the best customer service to the customers and to compete with the
competitors, the staff of the cleaning company must be skilled and talented and must be
completely trained so that they can interact with the customers in an effective way. For taking
the training, there are many courses online through many online platforms like websites; social
networking sites, webinars etc. and also it can be taken through various offline training centres in
Melbourne, Australia.
There is a cleaning validation training course which offers events in different parts of Melbourne
and also in this time of pandemic, events are organised virtual cleaning validation training which
is held every month as decided and the price for its registration is AUD $450.00 + 10% GST
(Cleaning Validation Training Course, 2021). It also teaches the process of cleaning and method
designing along with making the customers aware of the requirements and regulations for the
validation of cleaning.
There is an another course names Certificate III in cleaning operations which guides the staff for
using the suitable chemicals and equipments of cleaning and ensures that the working conditions
are safe in different situations. This course also facilitates the people who are far away through
distance based learning which covers units such as clean using safe work practices, removing
waste and recyclable materials, providing effective client service etc.
There is also a hard floor cleaning course which teaches the cleaning methods in the most
simpler and effective ways. The staff can enrol in this course through its official website <
17
time for which the service is provided to the customers is 2 hours and extra time is given if asked
by the customers. Various offers and discounts are provided by the company with certain terms
and conditions.
Though the company provides some sustainable services by following its policies and procedures
but there is a need to focus on providing more eco-friendly products for cleaning purpose
(Sarmiento and El Hanandeh, 2018). Immediate actions must be taken regarding the quick
replies to the emails from the customers. The training must be given to the staff which can train
the staff to provide best service to the customers by interacting with the customers in well-
behaved manner with complete politeness. The company Ozhouse clean must provide Nature
Care Products such as Surface Cleaner, Kitchen and Bath Cleaner etc.
3. In order to provide the best customer service to the customers and to compete with the
competitors, the staff of the cleaning company must be skilled and talented and must be
completely trained so that they can interact with the customers in an effective way. For taking
the training, there are many courses online through many online platforms like websites; social
networking sites, webinars etc. and also it can be taken through various offline training centres in
Melbourne, Australia.
There is a cleaning validation training course which offers events in different parts of Melbourne
and also in this time of pandemic, events are organised virtual cleaning validation training which
is held every month as decided and the price for its registration is AUD $450.00 + 10% GST
(Cleaning Validation Training Course, 2021). It also teaches the process of cleaning and method
designing along with making the customers aware of the requirements and regulations for the
validation of cleaning.
There is an another course names Certificate III in cleaning operations which guides the staff for
using the suitable chemicals and equipments of cleaning and ensures that the working conditions
are safe in different situations. This course also facilitates the people who are far away through
distance based learning which covers units such as clean using safe work practices, removing
waste and recyclable materials, providing effective client service etc.
There is also a hard floor cleaning course which teaches the cleaning methods in the most
simpler and effective ways. The staff can enrol in this course through its official website <
17
https://rapidclean.com.au/hard-floor-cleaning-course/> (Certificate in Cleaning operations,
2020). Furthermore, one more course is available for the staff named as customer service for the
cleaning industry course which guides the staff and the housekeeping for providing effective
client service. Through this, effective client relationships can be made and client needs can be
identified. One can enrol in this course through the website <
https://rapidclean.com.au/customer-service-for-the-cleaning-industry-course/>.
Communication Strategies for housekeeping are as follows:
The housekeepers must communicate with the customers and clients politely and with complete
patience. They must be careful with the language part in which jargon must not be used. If the
housekeepers do not know the answer of any question asked by the clients, then they must not
give the wrong answer to the clients instead get back to them as soon as knowing the answer.
The staff must deal with the customers in low pitched voice and calmly even if they are
aggressive or distressed due to any reason (House Cleaner tips, 2020). The three best source of
information related to this are as follows:
(Housekeeping skills, 2020)
(5 Creative ways to improve the hotel Internal communications, 2020)
(Communication is key for housekeeping procedures, 2018)
4. Revising Customer Service Procedures and Policy
The policies and procedures of the company Ozhouse clean must be revised as the replies to
the emails must be given timely without any delay so that no clients can shift to other companies.
Also, in the policies of the company it must be added that there must be no unsustainable
practice which is carried out by the housekeepers and the staff. They must focus on the impact
they have on environment and community. They must not use any material which impacts the
health of the clients or themselves negatively. The staff must listen to the issues of clients and
must strive hard to find solution of the issue. Complaints of clients must be handled effectively
and records must be kept for further improvements.
5. Email to customer service team
From:
18
2020). Furthermore, one more course is available for the staff named as customer service for the
cleaning industry course which guides the staff and the housekeeping for providing effective
client service. Through this, effective client relationships can be made and client needs can be
identified. One can enrol in this course through the website <
https://rapidclean.com.au/customer-service-for-the-cleaning-industry-course/>.
Communication Strategies for housekeeping are as follows:
The housekeepers must communicate with the customers and clients politely and with complete
patience. They must be careful with the language part in which jargon must not be used. If the
housekeepers do not know the answer of any question asked by the clients, then they must not
give the wrong answer to the clients instead get back to them as soon as knowing the answer.
The staff must deal with the customers in low pitched voice and calmly even if they are
aggressive or distressed due to any reason (House Cleaner tips, 2020). The three best source of
information related to this are as follows:
(Housekeeping skills, 2020)
(5 Creative ways to improve the hotel Internal communications, 2020)
(Communication is key for housekeeping procedures, 2018)
4. Revising Customer Service Procedures and Policy
The policies and procedures of the company Ozhouse clean must be revised as the replies to
the emails must be given timely without any delay so that no clients can shift to other companies.
Also, in the policies of the company it must be added that there must be no unsustainable
practice which is carried out by the housekeepers and the staff. They must focus on the impact
they have on environment and community. They must not use any material which impacts the
health of the clients or themselves negatively. The staff must listen to the issues of clients and
must strive hard to find solution of the issue. Complaints of clients must be handled effectively
and records must be kept for further improvements.
5. Email to customer service team
From:
18
To:
Subject: Outcomes of the meeting.
Respected sir,
Good morning!
This is to inform that the meeting which was held to discuss the things learned during the
customer analysis. The meeting helped in gaining significant outcomes such as there were some
variances found in between the policies and the actual practices going on. The timelines for the
responses can be set as not more than a month or two. The actions proposed are that the enquiries
got through the emails must be replied as soon as possible. Also, the meeting focussed on the use
of sustainable and environment friendly products so that the cleaning products use cannot impact
the environment and the community negatively. The team must be aware of the fact that their
contribution is must in implementing these revised changes. Also, the team will be provided the
training named ‘Customer service for the cleaning industry course’ which will help in the ways
to use the products for cleaning safely and will also let them know the ways in which they have
to interact with the clients. The training will be done online on 25 January 2021 at 11 am sharp
and will continue for not more than 30 minutes. We are expecting 100% participation from the
team of Ozhouse Clean.
Thanking You.
19
Subject: Outcomes of the meeting.
Respected sir,
Good morning!
This is to inform that the meeting which was held to discuss the things learned during the
customer analysis. The meeting helped in gaining significant outcomes such as there were some
variances found in between the policies and the actual practices going on. The timelines for the
responses can be set as not more than a month or two. The actions proposed are that the enquiries
got through the emails must be replied as soon as possible. Also, the meeting focussed on the use
of sustainable and environment friendly products so that the cleaning products use cannot impact
the environment and the community negatively. The team must be aware of the fact that their
contribution is must in implementing these revised changes. Also, the team will be provided the
training named ‘Customer service for the cleaning industry course’ which will help in the ways
to use the products for cleaning safely and will also let them know the ways in which they have
to interact with the clients. The training will be done online on 25 January 2021 at 11 am sharp
and will continue for not more than 30 minutes. We are expecting 100% participation from the
team of Ozhouse Clean.
Thanking You.
19
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ASSESSMENT TASK 4
1. Summary of the issues
The main issues which were found in the Ozhouse Clean were that the vouchers issued
by them were not working for the customers and some customers found it out of date. Some
customers didn’t even get the service for which they have paid for. Also, the company claims to
refund the money in such case but this is not applicable in the case of vouchers. The customers
also faced delays while redeeming the vouchers. The voucher service given by the Ozhouse
Clean was not satisfactory for the customers.
Analysis of relevant legislation
The Australian Consumer Law (ACL) is announced for providing the protections for the
consumers who uses gift cards and vouchers across the cities of Australia. These changes
nationally applied to vouchers or gift cards from 1 November 2019. The cards and vouchers
which were sold before 1 November 2019, they continue having the same expiry period and also
the fees which was applicable at that purchase time (Australian Consumer Law, 2020). These
legislations must be followed by the company so that the customers do not face any issues while
redeeming the vouchers. The Australian Consumer Law (ACL) will help the Ozhouse Clean to
improve the customer service by facilitating with the vouchers and gift cards which directly
attracts the customers.
Issues, benefits and pitfalls of Group Buying Websites
There are many issues faced with the group buying websites like the service is not good
enough by the business as the persons are on discount which basically defeats the purpose. The
main aim behind the using the group buying websites for business is to gain the new customers
who can be kept potentially. The main problem is that if the customers do not read the terms and
conditions carefully, they sometimes waste money in the offers which cannot be used by the
customers. There can be sometimes conflicts and disputes and the offers are not honoured to the
customers but the benefits come be when the users get the refund (Sousa-Zomer and Miguel,
2018). Sometimes the bargain hunters are not loyal to the customers. It brings the customers
which are the least profitable. This makes this method risky. The profits are mostly killed
20
1. Summary of the issues
The main issues which were found in the Ozhouse Clean were that the vouchers issued
by them were not working for the customers and some customers found it out of date. Some
customers didn’t even get the service for which they have paid for. Also, the company claims to
refund the money in such case but this is not applicable in the case of vouchers. The customers
also faced delays while redeeming the vouchers. The voucher service given by the Ozhouse
Clean was not satisfactory for the customers.
Analysis of relevant legislation
The Australian Consumer Law (ACL) is announced for providing the protections for the
consumers who uses gift cards and vouchers across the cities of Australia. These changes
nationally applied to vouchers or gift cards from 1 November 2019. The cards and vouchers
which were sold before 1 November 2019, they continue having the same expiry period and also
the fees which was applicable at that purchase time (Australian Consumer Law, 2020). These
legislations must be followed by the company so that the customers do not face any issues while
redeeming the vouchers. The Australian Consumer Law (ACL) will help the Ozhouse Clean to
improve the customer service by facilitating with the vouchers and gift cards which directly
attracts the customers.
Issues, benefits and pitfalls of Group Buying Websites
There are many issues faced with the group buying websites like the service is not good
enough by the business as the persons are on discount which basically defeats the purpose. The
main aim behind the using the group buying websites for business is to gain the new customers
who can be kept potentially. The main problem is that if the customers do not read the terms and
conditions carefully, they sometimes waste money in the offers which cannot be used by the
customers. There can be sometimes conflicts and disputes and the offers are not honoured to the
customers but the benefits come be when the users get the refund (Sousa-Zomer and Miguel,
2018). Sometimes the bargain hunters are not loyal to the customers. It brings the customers
which are the least profitable. This makes this method risky. The profits are mostly killed
20
because the most popular products are selected to discount of 50% to 90% (Group buying
Websites, 2020). This is also disadvantageous because the products are sold at 50% and the
remaining 50% are distributed between the site and the business which does not gave much
profit.
Benefits
The major merits of the group buying websites are that there is no upfront fee which means there
is no cost for running the deal. This method also gives various opportunities for gaining new
customers. The buyer list is too huge so whenever the business runs a deal with it, it can get
various opportunities for getting the new customers.
Pitfalls
The major pitfalls of group buying websites are greater expenses, brand dilution,
attracting the wrong customers, declining the profit margins, the exposure is also short lived and
the customers are also too fast.
Recommendations
The online marketing strategies can be used, the marketing and advertising can be done
through Facebook, social media marketing can be used and customer acquisition and email
marketing etc. can be used by the companies. For resolving the problem of the inconvenience
with the voucher facility, the company must upgrade its systems. The terms and conditions of the
vouchers must be updated. Signage can be placed on the voucher displays and also making the
note of the changes can be made when the voucher is purchased.
2. Email
From: abc@gmail.com
To: xyz@gmail.com
Subject: Summary of the report.
Respected sir,
Good morning!
21
Websites, 2020). This is also disadvantageous because the products are sold at 50% and the
remaining 50% are distributed between the site and the business which does not gave much
profit.
Benefits
The major merits of the group buying websites are that there is no upfront fee which means there
is no cost for running the deal. This method also gives various opportunities for gaining new
customers. The buyer list is too huge so whenever the business runs a deal with it, it can get
various opportunities for getting the new customers.
Pitfalls
The major pitfalls of group buying websites are greater expenses, brand dilution,
attracting the wrong customers, declining the profit margins, the exposure is also short lived and
the customers are also too fast.
Recommendations
The online marketing strategies can be used, the marketing and advertising can be done
through Facebook, social media marketing can be used and customer acquisition and email
marketing etc. can be used by the companies. For resolving the problem of the inconvenience
with the voucher facility, the company must upgrade its systems. The terms and conditions of the
vouchers must be updated. Signage can be placed on the voucher displays and also making the
note of the changes can be made when the voucher is purchased.
2. Email
From: abc@gmail.com
To: xyz@gmail.com
Subject: Summary of the report.
Respected sir,
Good morning!
21
The main complains faced by the customers of the Ozhouse clean was regarding the use
of vouchers. Some of the customers were not able to redeem the vouchers while the others were
not given the services for which they have paid for. The solutions for this is to upgrade the
systems of the company, the customers who have been given the vouchers must be monitored
and checked. The report was also about the complain which the customers have and the solutions
which can be used for bringing improvements and to make the customers satisfied.
22
of vouchers. Some of the customers were not able to redeem the vouchers while the others were
not given the services for which they have paid for. The solutions for this is to upgrade the
systems of the company, the customers who have been given the vouchers must be monitored
and checked. The report was also about the complain which the customers have and the solutions
which can be used for bringing improvements and to make the customers satisfied.
22
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ASSESSMENT TASK 5
1. Research
Strategies which can be used for the survey are as follows:
A clear and attainable goal must be defined, the personal questions must be kept at the end, it
must not be too long, the closed ended questions must be focused, respondents must be given
some sort of incentives many be in the form of gift cards or vouchers, the choices of the answers
must be balanced, double barrelled questions must not be used and many more (Jin and et.al.,
2019). These can be used in developing the survey. The method must be chosen online especially
in this time of pandemic when meeting the respondents in person can be risky for the health.
2. The main purpose of the survey here for the Ozhouse Clean is that the company will
become aware of the satisfaction level of the customers regarding its services and also the
company will come to know about the good and bad things and the weaker areas where the
improvements are must.
Customer Survey
1. Are you aware of the Ozhouse Clean services in Melbourne?
a. Yes
b. No.
2. Are you using its services or used sometimes?
a. Yes
b. No
3. Do you feel easy to book the services of Ozhouse Clean?
a. Yes
b. No
4. Do you think that the quality of service provided by the company and the staff is
satisfactory?
a. Strongly agree
b. Agree
c. Neutral
23
1. Research
Strategies which can be used for the survey are as follows:
A clear and attainable goal must be defined, the personal questions must be kept at the end, it
must not be too long, the closed ended questions must be focused, respondents must be given
some sort of incentives many be in the form of gift cards or vouchers, the choices of the answers
must be balanced, double barrelled questions must not be used and many more (Jin and et.al.,
2019). These can be used in developing the survey. The method must be chosen online especially
in this time of pandemic when meeting the respondents in person can be risky for the health.
2. The main purpose of the survey here for the Ozhouse Clean is that the company will
become aware of the satisfaction level of the customers regarding its services and also the
company will come to know about the good and bad things and the weaker areas where the
improvements are must.
Customer Survey
1. Are you aware of the Ozhouse Clean services in Melbourne?
a. Yes
b. No.
2. Are you using its services or used sometimes?
a. Yes
b. No
3. Do you feel easy to book the services of Ozhouse Clean?
a. Yes
b. No
4. Do you think that the quality of service provided by the company and the staff is
satisfactory?
a. Strongly agree
b. Agree
c. Neutral
23
d. Disagree
e. Strongly Disagree
5. Are you satisfied with the behaviour of the Customer service representative?
a. Yes
b. No
6. Rate the performance of the staff from Ozhouse Clean (out of 5)?
a. 1
b. 2
c. 3
d. 4
e. 5
7. Do the CSR reach on time for providing the service and are the staff people available on
the urgent basis?
a. Yes
b. No
8. Do you agree with the fact that the pricing strategy of the company must be high?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
9. Are you attracted by the online platforms of marketing on the social sites or through
offline modes?
a. Online
b. Offline
10. Will you suggest others to use the services of Ozhouse clean for cleaning?
a. Yes
b. No
11. Recommend the improvements which must be made in any part of the company and
customer service?
24
e. Strongly Disagree
5. Are you satisfied with the behaviour of the Customer service representative?
a. Yes
b. No
6. Rate the performance of the staff from Ozhouse Clean (out of 5)?
a. 1
b. 2
c. 3
d. 4
e. 5
7. Do the CSR reach on time for providing the service and are the staff people available on
the urgent basis?
a. Yes
b. No
8. Do you agree with the fact that the pricing strategy of the company must be high?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
9. Are you attracted by the online platforms of marketing on the social sites or through
offline modes?
a. Online
b. Offline
10. Will you suggest others to use the services of Ozhouse clean for cleaning?
a. Yes
b. No
11. Recommend the improvements which must be made in any part of the company and
customer service?
24
3. Email
From:
To:
Subject: Outlining the survey purpose.
Respected sir,
Good morning!
The main purpose of the survey is to gain deep insight of the people’s opinions regarding the
services of Ozhouse Clean. This will help in analysing the demands of the customers and the
things which can fulfil this. The survey will be done through email by sending the mails to many
people so that they can be involved in the task. The questions were asked with the other people
as respondents to gain their opinions and views. The feedback from the customers will help the
company to know about the good and bad things about the cleaning service delivery.
4. Customer Survey Report
Introduction
The customer survey is to be done with the customers of the company. 300 customers are
chosen from the nearby areas to become the respondents of the survey. It will take the feedback
from the customers regarding the service provided by the Ozhouse Clean.
Analysis
This can be analysed according to the industry benchmarks that most of the people or the
customers are satisfied with the service of the Ozhouse Clean and only some of them are
dissatisfied. Among them many customers will be using the services again for their some or the
other reason.
Overall
The customers of Ozhouse Clean are satisfied with the cleaning staff but they expect that
the company can improve its services on the phone calls. Also, it can be observed that the staff of
the company must be trained and their skills must be enhanced so that they become aware of the
products they use for cleaning, its benefits and harm. Overall, majority of the customers were
highly satisfied or satisfied with the services and goods.
25
From:
To:
Subject: Outlining the survey purpose.
Respected sir,
Good morning!
The main purpose of the survey is to gain deep insight of the people’s opinions regarding the
services of Ozhouse Clean. This will help in analysing the demands of the customers and the
things which can fulfil this. The survey will be done through email by sending the mails to many
people so that they can be involved in the task. The questions were asked with the other people
as respondents to gain their opinions and views. The feedback from the customers will help the
company to know about the good and bad things about the cleaning service delivery.
4. Customer Survey Report
Introduction
The customer survey is to be done with the customers of the company. 300 customers are
chosen from the nearby areas to become the respondents of the survey. It will take the feedback
from the customers regarding the service provided by the Ozhouse Clean.
Analysis
This can be analysed according to the industry benchmarks that most of the people or the
customers are satisfied with the service of the Ozhouse Clean and only some of them are
dissatisfied. Among them many customers will be using the services again for their some or the
other reason.
Overall
The customers of Ozhouse Clean are satisfied with the cleaning staff but they expect that
the company can improve its services on the phone calls. Also, it can be observed that the staff of
the company must be trained and their skills must be enhanced so that they become aware of the
products they use for cleaning, its benefits and harm. Overall, majority of the customers were
highly satisfied or satisfied with the services and goods.
25
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Recommendations
It can be recommended that the company can increase its online presence so that more
customers can be attracted. Extra add on services like laundry, ironing can be provided by the
company so that there can be multiple services provided by the company. The customer service
must be improved for increasing the customer base.
5. Email
From:
To:
Subject: Outlining the survey purpose.
Respected sir,
Good morning!
This email is t inform that the customer survey must be done regularly so that the company can
come to know the expectations of the customers from the company and the feedback of the
services which are provided actually by Ozhouse Clean. The report attached will help in
evaluating the survey along with analysing the responses of the customers.
26
It can be recommended that the company can increase its online presence so that more
customers can be attracted. Extra add on services like laundry, ironing can be provided by the
company so that there can be multiple services provided by the company. The customer service
must be improved for increasing the customer base.
5. Email
From:
To:
Subject: Outlining the survey purpose.
Respected sir,
Good morning!
This email is t inform that the customer survey must be done regularly so that the company can
come to know the expectations of the customers from the company and the feedback of the
services which are provided actually by Ozhouse Clean. The report attached will help in
evaluating the survey along with analysing the responses of the customers.
26
REFERENCES
Books and Journals
Badwan, J.J. and et.al., 2017. Adopting technology for customer relationship management in
higher educational institutions.
Brennan, C. and et.al., 2017. Consumer vulnerability and complaint handling: Challenges,
opportunities and dispute system design. International journal of consumer
studies. 41(6). pp.638-646.
Carless, D. and Boud, D., 2018. The development of student feedback literacy: enabling uptake
of feedback. Assessment & Evaluation in Higher Education. 43(8). pp.1315-1325.
Chan, H.L., Shen, B. and Cai, Y., 2018. Quick response strategy with cleaner technology in a
supply chain: coordination and win-win situation analysis. International Journal of
Production Research. 56(10). pp.3397-3408.
COVID-19-Consumer Law Research Group, 2020. Consumer Law and Policy Relating to
Change of Circumstances Due to the COVID-19 Pandemic. Journal of consumer policy,
p.1.
Croser, J., 2018. Global reach of the Australian Consumer Law: Full steam ahead. Bulletin (Law
Society of South Australia). 40(9). p.24.
Eiteneyer, N., Bendig, D. and Brettel, M., 2019. Social capital and the digital crowd: Involving
backers to promote new product innovativeness. Research Policy. 48(8). p.103744.
Frei, R., Jack, L. and Brown, S., 2020. Product returns: a growing problem for business, society
and environment. International Journal of Operations & Production Management.
Jalbani, S. and Soomro, N., 2017. Determinants of hotel’s service standard: Reputation and
relationship orientation. Journal of Tourism & Hospitality. 6(01). pp.1-7.
Janahi, M.A. and Al Mubarak, M.M.S., 2017. The impact of customer service quality on
customer satisfaction in Islamic banking. Journal of Islamic Marketing.
Jin, D. and et.al., 2019. Joint effect of service recovery types and times on customer satisfaction
in lodging. Journal of Hospitality and Tourism Management. 38. pp.149-158.
Luscombe, A., Walby, K. and Lippert, R.K., 2017. Brokering access beyond the border and in
the wild: Comparing freedom of information law and policy in Canada and the United
States. Law & Policy. 39(3). pp.259-279.
27
Books and Journals
Badwan, J.J. and et.al., 2017. Adopting technology for customer relationship management in
higher educational institutions.
Brennan, C. and et.al., 2017. Consumer vulnerability and complaint handling: Challenges,
opportunities and dispute system design. International journal of consumer
studies. 41(6). pp.638-646.
Carless, D. and Boud, D., 2018. The development of student feedback literacy: enabling uptake
of feedback. Assessment & Evaluation in Higher Education. 43(8). pp.1315-1325.
Chan, H.L., Shen, B. and Cai, Y., 2018. Quick response strategy with cleaner technology in a
supply chain: coordination and win-win situation analysis. International Journal of
Production Research. 56(10). pp.3397-3408.
COVID-19-Consumer Law Research Group, 2020. Consumer Law and Policy Relating to
Change of Circumstances Due to the COVID-19 Pandemic. Journal of consumer policy,
p.1.
Croser, J., 2018. Global reach of the Australian Consumer Law: Full steam ahead. Bulletin (Law
Society of South Australia). 40(9). p.24.
Eiteneyer, N., Bendig, D. and Brettel, M., 2019. Social capital and the digital crowd: Involving
backers to promote new product innovativeness. Research Policy. 48(8). p.103744.
Frei, R., Jack, L. and Brown, S., 2020. Product returns: a growing problem for business, society
and environment. International Journal of Operations & Production Management.
Jalbani, S. and Soomro, N., 2017. Determinants of hotel’s service standard: Reputation and
relationship orientation. Journal of Tourism & Hospitality. 6(01). pp.1-7.
Janahi, M.A. and Al Mubarak, M.M.S., 2017. The impact of customer service quality on
customer satisfaction in Islamic banking. Journal of Islamic Marketing.
Jin, D. and et.al., 2019. Joint effect of service recovery types and times on customer satisfaction
in lodging. Journal of Hospitality and Tourism Management. 38. pp.149-158.
Luscombe, A., Walby, K. and Lippert, R.K., 2017. Brokering access beyond the border and in
the wild: Comparing freedom of information law and policy in Canada and the United
States. Law & Policy. 39(3). pp.259-279.
27
Mixon Jr, F.G., Asarta, C.J. and Caudill, S.B., 2017. Patreonomics: Public goods pedagogy for
economics principles. International Review of Economics Education. 25. pp.1-7.
Palazzo, M., Vollero, A. and Siano, A., 2020. From strategic corporate social responsibility to
value creation: An analysis of corporate website communication in the banking
sector. International Journal of Bank Marketing.
Paul, S.K. and Chowdhury, P., 2020. Strategies for managing the impacts of disruptions during
COVID-19: an example of toilet paper. Global Journal of Flexible Systems
Management. 21(3). pp.283-293.
Pearson, G., 2017. Further challenges for Australian consumer law. In Consumer Law and
Socioeconomic Development (pp. 287-305). Springer, Cham.
Sarmiento, C.V. and El Hanandeh, A., 2018. Customers’ perceptions and expectations of
environmentally sustainable restaurant and the development of green index: The case of
the Gold Coast, Australia. Sustainable Production and Consumption. 15. pp.16-24.
Sousa-Zomer, T.T. and Miguel, P.A.C., 2018. Sustainable business models as an innovation
strategy in the water sector: An empirical investigation of a sustainable product-service
system. Journal of Cleaner Production. 171. pp.S119-S129.
Strand, M., 2019. Passing-on unlawful charges: still no small matter. European public law. 25(2).
Online
5 Creative ways to improve the hotel Internal communications, 2020. [ONLINE]. Available
through :< https://www.beekeeper.io/blog/5-ways-to-improve-internal-communications-
in-your-hotel/>
Australian Consumer Law, 2020. [ONLINE]. Available through :<
https://consumerlaw.gov.au/new-gift-card-laws#:~:text=The%20law%20requires
%20that%20most,no%20maximum%20expiry%20period%20applies.>
Certificate in Cleaning operations, 2020. [ONLINE]. Available through :<
https://www.mtcaustralia.com.au/education-training/vet-courses/certificate-iii-cleaning-
operations/>
Cleaning Validation Training Course, 2021. . [ONLINE]. Available through :<
https://www.pharmout.net/training/cleaning-validation-training/>
28
economics principles. International Review of Economics Education. 25. pp.1-7.
Palazzo, M., Vollero, A. and Siano, A., 2020. From strategic corporate social responsibility to
value creation: An analysis of corporate website communication in the banking
sector. International Journal of Bank Marketing.
Paul, S.K. and Chowdhury, P., 2020. Strategies for managing the impacts of disruptions during
COVID-19: an example of toilet paper. Global Journal of Flexible Systems
Management. 21(3). pp.283-293.
Pearson, G., 2017. Further challenges for Australian consumer law. In Consumer Law and
Socioeconomic Development (pp. 287-305). Springer, Cham.
Sarmiento, C.V. and El Hanandeh, A., 2018. Customers’ perceptions and expectations of
environmentally sustainable restaurant and the development of green index: The case of
the Gold Coast, Australia. Sustainable Production and Consumption. 15. pp.16-24.
Sousa-Zomer, T.T. and Miguel, P.A.C., 2018. Sustainable business models as an innovation
strategy in the water sector: An empirical investigation of a sustainable product-service
system. Journal of Cleaner Production. 171. pp.S119-S129.
Strand, M., 2019. Passing-on unlawful charges: still no small matter. European public law. 25(2).
Online
5 Creative ways to improve the hotel Internal communications, 2020. [ONLINE]. Available
through :< https://www.beekeeper.io/blog/5-ways-to-improve-internal-communications-
in-your-hotel/>
Australian Consumer Law, 2020. [ONLINE]. Available through :<
https://consumerlaw.gov.au/new-gift-card-laws#:~:text=The%20law%20requires
%20that%20most,no%20maximum%20expiry%20period%20applies.>
Certificate in Cleaning operations, 2020. [ONLINE]. Available through :<
https://www.mtcaustralia.com.au/education-training/vet-courses/certificate-iii-cleaning-
operations/>
Cleaning Validation Training Course, 2021. . [ONLINE]. Available through :<
https://www.pharmout.net/training/cleaning-validation-training/>
28
Secure Best Marks with AI Grader
Need help grading? Try our AI Grader for instant feedback on your assignments.
Communication is key for housekeeping procedures, 2018. [ONLINE]. Available through :<
https://lodgingmagazine.com/communication-key-revamping-housekeeping-
procedures/>
Group buying Websites, 2020. [ONLINE]. Available through :< https://evonomie.net/group-
buying-for-business/group-buying-for-business-advantages-and-disadvantages/>
House Cleaner tips, 2020. [ONLINE]. Available through :<
https://askahousecleaner.com/communication-skills/>
Housekeeping skills, 2020. [ONLINE]. Available through :< https://www.indeed.com/career-
advice/career-development/housekeeping-skills>
Ozhouse Clean, 2021. [ONLINE]. Available through :<
https://courseresearchers.com/tag/ozhouse-clean-is-a-cleaning-services-company-based-
in-melbourne/>
29
https://lodgingmagazine.com/communication-key-revamping-housekeeping-
procedures/>
Group buying Websites, 2020. [ONLINE]. Available through :< https://evonomie.net/group-
buying-for-business/group-buying-for-business-advantages-and-disadvantages/>
House Cleaner tips, 2020. [ONLINE]. Available through :<
https://askahousecleaner.com/communication-skills/>
Housekeeping skills, 2020. [ONLINE]. Available through :< https://www.indeed.com/career-
advice/career-development/housekeeping-skills>
Ozhouse Clean, 2021. [ONLINE]. Available through :<
https://courseresearchers.com/tag/ozhouse-clean-is-a-cleaning-services-company-based-
in-melbourne/>
29
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