Manage Quality Customer Service

BSBCUS501 Manage quality
customer service

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
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).
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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.
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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
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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.
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