Managing Quality Customer Service Assessment Task 1 BSBCUS501 Manage Quality Customer Service Assessment Task 1 - Written Responses and Project 2

ive completed part A from assessment 1, i need your help from assessment 1 part B to the end of assessment 2.

Running Head: MANAGE QUALITY CUSTOMER SERVICE 1
BSBCUS501 Manage Quality
Customer Service
Assessment Task 1 – Written Responses and Project

MANAGE QUALITY CUSTOMER SERVICE 2
Table of Contents
2. PART B..................................................................................................................................3
2.1 Regulations report............................................................................................................3
2.2 Draft customer service strategy........................................................................................4
2.3 Email to the management team........................................................................................5
2.4 Meet with management....................................................................................................6
2.5 Revised customer service strategy....................................................................................6
2.6 Screen shot of folder and files..........................................................................................7
2.7 Email to the management team........................................................................................8
3. PART C..................................................................................................................................9
3.1 Customer service analysis................................................................................................9
3.2 Conduct service delivery analysis meeting....................................................................10
3.3 Research team training...................................................................................................10
3.4 Revise Customer Service Policy and Procedures...........................................................10
3.5 Email to the customer service team................................................................................11
3.6 Take a screen shot of your folder and files................................................................12
4.References.............................................................................................................................13
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2. PART B
2.1 Regulations report
The organisation needs to abide by legislation and regulations such that it can deliver
services to its customers. The regulations will ensure that such information given in the
regulation will be incorporated while development of customer service strategies. By
searching through secondary information sources, key customer needs have been understood
in terms of cleaning services, that includes cost of service, quality of service and response
time from booking of the service till its completion. Regulations needs to include customer
rights and guarantees, complaints and problems, contracts and agreements, contract and
agreements, customer protection and debt and its collection.
 The organisation needs to abide by the Australian Competition and Consumer
Commission and follow the Australian consumer law. Apart from this the Australian
Competition and Consumer Commission indicates the various regulations that needs
to be incorporated for providing superior customer service. In regards to consumer
rights and guarantees, the organisation needs to provide guarantees to consumers
regarding any repairs, refund and replacement. The company needs to have provisions
for cancelation of services and compensation for damage and loss.
 In regards to complaints and problems, there needs to be provision that provides
consumers ability to make a complaint, write and document a written compliant letter
and also resolve a problem.
 In its contracts and agreements, the company needs to include provisions for entering
into a contract, review unfair contract terms, provide consumers interest free offers
and lay by agreements.
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 The debt and debt collection regulation of the company needs to detail out any
procedure that will be adopted for disputing a debt and ways debt collectors deals
with outstanding debts.
The regulations of the company for dealing with consumers and to provide excellent
consumer service has to be aligned with the objectives of the company. In regards to key
customer needs of cleaning services, the organisation will strive at achievement of maximum
standards in quality and offers services to consumers at an affordable rate. The regulations for
the organisation needs to aim at improvisation of current standards in services being rendered
to consumers. There will be evaluation and monitoring of services such that standards in
consumer services can be enhanced significantly. The organisation ought to offer discount to
regular consumers as well, such that they are able to retain them. The services needs to be
also rendered within minimum response time from the time of booking till its completion,
this will enable the organisation to comply by the current regulations and guidelines existing
in the market currently and cater to industry specific customer services.
2.2 Draft customer service strategy
Customer service strategies and customer needs once well researched can provide the
business and the organisation with tremendous amounts of sustainability. The customer
service strategy for the organisation will aim at meeting the needs of the customers and
satisfaction of such needs identified through the services that are being provided. The
customer service strategy is developed considering the organisation’s vision, mission, values
and objectives in the development of the strategy.
Ozhouse Clean’s customer service strategy will aim at;
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 Adopting highest quality standards: Catering to customer services such that highest
possible quality of residential cleaning services can be provided by its staffs.
 Meeting customer expectations: These services will fulfil the expectation of the
consumers.
 Gain brand name and competitive advantages in Melbourne: The organisation will
prioritise working as the most respectable and sought-after cleaning and facility
support service in Melbourne.
 Adoption of performance metrics: The performance metrics will aim at understanding
and valuing customers and the choices they make.
 Setting high quality standards in performance metrics: The performance indicators
will be highest possible cleaning performance in the area and industry with best
possible costs.
2.3 Email to the management team
Date: 09 February 2020
Dear Sir,
Subject: Meeting to discuss regulations and customer service strategy
I would like to enclose regulation and customer service strategy as a part of the organisational
process. The regulations and procedure will enable the staffs and the management to know
regarding regulations as per legislations of the industry currently. It will also provide
knowledge regarding the customer service strategy that needs to be accommodated by the
organisation.
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In order to discuss the regulations and service strategy, a meeting needs to be held with the
members of the team. In the meeting discussion will be held regarding the documents. The
meeting time at date needs to be in the next week, during office hours, sharp starting at 12
noon. The meeting will last for a minimum time period of 30 minutes.
I am attaching the regulations report and customer service strategy for your pursual. Kindly
review my request and fix the meeting as soon as possible.
Thanking You
Yours Faithfully
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2.4 Meet with management
Enclosed in the PPT presentation
2.5 Revised customer service strategy
Ozhouse Clean’s customer service strategy will be revised as per the feedback received
from the management. It will be in tune with the latest norms and regulations prevalent
within the industry.
 Exceeding highest quality standards: Initially the organisation aimed at catering to
customer services such that highest possible quality of residential cleaning services
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can be provided by its staffs. The new updated customer service strategy will aim at
exceeding such set standards in quality.
 Exceeding customer expectations: Initially the customer services aimed at fulfilling
the expectation of the consumers. However, the management suggested that they will
be able to meet customer expectations once they are able to exceed them.
 Gain brand name and competitive advantages in Melbourne: The management
agreed to this aspect where the organisation will prioritise working as the most
respectable and sought-after cleaning and facility support service in Melbourne.
 Adoption of performance metrics: The organisation need to adopt performance
metrics on an urgent basis for understanding and valuing customers and the choices
they make.
 Setting high quality standards in performance metrics: The management agreed that
the performance indicators will need to be highest possible cleaning performance in
the area and industry with best possible costs.
2.6 Screen shot of folder and files
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2.7 Email to the management team
Date: 12th February 2020
Dear Sir,
Subject: Discussion of meeting’s outcomes and summary of changes in customer service
strategy
I would like to highlight the key outcomes from the meeting and introduce some changes
which will need to be brought about. The meeting with the management had been quite
successful and I have received a number of feedbacks that needs to be accommodated in the
customer service strategy.
Post review of the customer service strategy, there are several changes which was brought
about to the forefront and needs to be changed. Some of the changes that was accommodated
into the new customer service strategy includes aiming at exceeding such set standards in
quality. The management suggested that they will be able to meet customer expectations once
they are able to exceed them. The management decided the organisation will prioritise
working as the most respectable and sought-after cleaning and facility support service in
Melbourne. The organisation need to adopt performance metrics on an urgent basis for
understanding and valuing customers and the choices they make. The management agreed
that the performance indicators will need to be highest possible cleaning performance in the
area and industry with best possible costs.
I am attaching the regulations report and customer service strategy for your pursual. Kindly
review the same.
Thanking You
Yours Faithfully
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3. PART C
3.1 Customer service analysis
Review of all of the following documents revealed the information regarding the delivery
of services according to the company quality and delivery standards.
Variance in response time was noted in the following departments:
1. Customer Emails and Responses sent by the customer service staff
2. Customer Service Policy and Procedure
Incorrect information was noted in following departments:
1. Customer Service Policy and Procedure
2. Ozhouse Clean List of services
Immediate Actions to be taken:
1. Reporting and documenting of all service-related activities
2. Abiding by service policy and procedure reports
Long term actions to be implemented:
1. Continuous evaluation and monitoring of documents
2. Comparing the recorded document scores with KPI metrics
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3.2 Conduct service delivery analysis meeting
Enclosed in PPT
3.3 Research team training
From the meeting conducted, it is clear that there needs to be provide to the personnel of
the organisation for rendering appropriate customer services. The training session can be
taken at the Australian Institute for vocational or tertiary education. The courses includes
customer service course and course in documentation. The course is based in person and
conducted in Melbourne by attending regular lectures at the institute. There are various
webinar-based courses also available which can be given to the personnel. Professional
Development Training in Melbourne offers customer service-related training course.
Customer service training Australia also offers such similar training in Sydney, Melbourne
and Brisbane.
Some communication strategies that an be provided to the team relates to interpersonal,
intra personal communication. Sources related to the same are WMC Public Relations,
Melbourne, and the Communications Council, Melbourne.
3.4 Revise Customer Service Policy and Procedures
Some changes to the Customer Service Policy and Procedure which reflects concerns of
the team includes reporting regarding all customer services rendered with reporting timelines.
The several communication techniques researched that can be used the policy and
procedure as working with customers for ensuring best practices includes;
 Development of the most effective approach for achieving objectives.
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 Best two-way communication with stakeholders will enable high quality and
measurability.
 Development of business opportunity with accommodation of appropriate
communication procedure.
3.5 Email to the customer service team
Date: 10 February 2020
Dear Sir,
Subject: Meeting outcomes & agreed actions
I would like to disclose regarding the key points discussed in customer service team. The
meeting outcome is successful as there have been several agreed outcomes. The meetings
outcomes comprised of adopting key performance metrics and revising timeline for
performance such that customer services can be enhanced.
There have been several adjustments undertaken in the Customer Service Policy and
Procedure in light of the information performed by the team during meetings. A major
adjustment includes adoption of KPI metrics for key performance indicators and inclusion of
reporting standards. In order to meet the challenges of the team members, there will be
training sessions accommodated.
I am attaching the revised customer service policy ad procedure for your pursual. Kindly
review the same.
Thanking You
Yours Faithfully
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3.6 Take a screen shot of your folder and files
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4.References
Australian Competition & Consumer Commission. (2020). Consumer Legislations .Accessed
from <http://www.accc.gov.au/consumers>
Australian Government. (2020). Consumer and Industry Related Legislations. Accessed from
<http://www.australia.gov.au/information-and-services/business-and-industry/
consumerrights>
Communications Council. (2020). Company Profile. Accessed from
<https://www.communicationscouncil.org.au/>
Customer service training Australia. (2020). Professional Customer Service Training.
Accessed from <https://www.customerservicetraining.com.au/>
Professional Development Training. (2020). Company Profile. Accessed from
<https://pdtraining.com.au/>
WMC Public Relations. (2020). Company Profile. Accessed from <https://wmcpr.com.au/>
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