Manage Quality Customer Service

MANAGE QUALITY
CUSTOMER
SERVICE

Table of Contents
ASSESSMENT 1.............................................................................................................................1
ASSESSMENT 2...........................................................................................................................10
Part A....................................................................................................................................10
Part B....................................................................................................................................23
ASSESSMENT 3...........................................................................................................................25
Part A....................................................................................................................................25
Part B....................................................................................................................................26
Part C....................................................................................................................................26
Part D....................................................................................................................................28
ASSESSMENT 4...........................................................................................................................31
Part A....................................................................................................................................31
Part B....................................................................................................................................32
Part C....................................................................................................................................34
Part D....................................................................................................................................35
Part E....................................................................................................................................35
REFERENCES..............................................................................................................................37

ASSESSMENT 1
Question1.
A) Legislation and regulatory context of an organisation for false or misleading impression
It is considered to be legally wrong that businesses make statement which is incorrect or
create a false impression among the stakeholders. This legislation is related with the product
packaging, advertising and information provided by shop or online shopping services. For
dealing with such issues several laws are being formulate,
Common wealth law: A false representation of information by company results into a penalty of
maximum fine of $1100000 (For body corporate) and $220000 (For individual).
Misrepresentation Act 1972: - It is a state law which state that if a company present false
information and induce customer to enter into a contract then they have to pay maximum penalty
of $100000 (for bodies corporate) and $20000 (for individual).
B) Products and services that must be guaranteed by the business
As per the guidelines provided by the Australian Competition and Consumer
commission, a business has to provide some guarantee to its customer regarding the product or
services they sell in market. The guarantee includes that products or services that are being
offered by the company must work as per it is communicated to eth marketplace. If an
organisation sell product then it must guarantee that it,
 Product is of acceptable quality
 Product matches with the provided description
 It meets up with the express warranties
 Fit for the purpose that it promises
On the other side there are certain promises that a business have to present to its customers while
offering service too. It mainly includes,
 Services will be provided with due care and skills.
 The service will be fit for the specific purpose.
 Provide service within a reasonable time period as promised by a brand.
Question 2: Answer the following:
a. Explain the purpose of developing a customer complaints handling policy.
The main purpose of developing a customer complain handling process is to ensure that
all the complaints are dealt consistently and promptly and are being handle with the more
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fairness and courtesy. As a result of which it supports in rectifying the issues so that services can
be improved.
b. What should be included in a complaints handling policy?
The complaint handling policy must include the reassuring customers that their feedback will be
valued and organisation is committing to resolve all of them in fair, timely and efficient way.
Additionally, it also represents the procedure through which a customer
c. Write in your own words, the key steps that you would include in complaints handling
procedure.
The complaint handling must be performed in a sequential manner so that positive outcome can
be get. It must begin with the listening to the customers and complaint they have, then the
complaint must be record with all the details to keep an evident for it (Kasiri and et. al., 2017).
After that check all the facts and basic point so that better understand can be develop about
problem, later on options to deal with issue must be discussed with customers and then after
deciding one action as per customer acceptance, quick action to be taken for resolving issue.
After resolving the issue follow up must be taken to customers for assuring that their issue get
resolved effectively.
Question 3: Answer the following:
a) Identify and document any four (4) Customer Service Standards and Best Practice Models
related to “Quality management” issued by International Standards Organisation (ISO).
The customer service standards issued by ISO are ISO 13485, ISO/TS 16949, MBNQA
and AS9100. The best practice models related to “Quality management” issued by International
Standards Organisation (ISO) are Lean production, Six Sigma and Total quality management.
b) How can you ensure that the team members are meeting the customer service standards?
In order to get an assurance that team members are meeting up with the customers
service standard, there will a regular execution of performance appraisal where the standard
quality is meet up with the actual execution of work quality. This help in determining that
whether the services are being offered by employees as per the standard desire or not.
Question 4: Explain public relation and product promotion in your own words.
Public relation is defined as a technique or strategy used by an organisation to develop its
relation with eth public or target market to which it is catering. It mainly involves maintaining a
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communication with the public in order to create goodwill or positive image among the
customers.
Prodct promotion refers to the process of circulating information about the features,
importance and benefit of a product or service to the customers so that people become able to
match up the product in the form of solution to their need (Wilson and et. al., 2016).
Question 5: Answer the following:
a) Explain five (5) strategies to handle a customer complaint in a smooth and professional
manner.
In order to handle the customer complaints in more effective as well as professional
manner, following strategy can be adopted by the customer service team,
 Listen and understand: - Firstly try to listen to the customers and take time to understand
what actual issues they are facing with the services of a brand.
 Empathize: - after listening to them empathize immediately to their position so that a bond can
be establish between, so that they get an idea that their issues is being heard and valued by the
company. This assure them to get a solution quickly.
 Offer a solution: - After this when the customer get calm down, just offer them a solution
which sometimes a complete solution or sometimes it leads to a part of issue get resolved but
both of them provide a deep satisfaction to the customers that their concern is being valued.
 Execute the solution: - After understanding the problem and solution to it quickly execute it
within stipulated time period so that a customer gets happier with the services (Tseng and Wu,
2014).
 Follow up: - It is one of the most important steps to keep the customers connected with the
brand. After executing the solution and solving the problem, it is essential to take up a follow
back or feedback regarding the customers get satisfied or not with the services.
b)Prepare a list of at least seven (7) techniques that you can use to communicate with
Customers with Disability.
The customers with disability holds equal importance to an organisation but in order to serve
them and communicate with them a due care is require. Hence in order to ensure effective
communication among them following techniques can be used,
 Speak clearly, slowly and steadily
 Make use of more hand moments
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 Use certain graphics like pictures, videos in order to make things more clear while
conversation
 Repeat things and rephrase to make it more clear.
 Use written content to develop understanding
 Remain more clear with lip moments
 Communicate from a adequate distance.
Question 6: Answer the following:
a. Explain the process of identifying customer needs?
The customer need identification is considered to be a significant part of an organisational
working which support in setting up the pathway to be consider while offering services to the
customers in best possible manner. The customer need are non-technical and reflect through tehri
perception, requirement and design specification (Tseng, 2016). The process begins with
gathering of raw data from customers with the help of techniques like interview, focus group etc.
After gathering the data, it is interpreted in order to extract out more meaningful information
regarding the list of requirement of customers. After that organising and prioritisation of need is
performed to determine the area that can be satisfied with the offerings of brand. At last all the
gathered and processed information is being reviewed and reflect over its effectiveness to make
up a further plan for working over it.
b)Explain, how can you use the following techniques to identify customer needs:
 Market Research : - It is a process where the company interact with the group of people
in order to gathered basic information from the customers. For this an organisation
formulate a questionnaire and spread it to the targeted people either through online or
offline mode which consists of set of questions regarding a particular product or idea
(Khan and Fasih, 2014). This will help in getting the views and perception of people
toward it and at the same time help in determining the actual requirement that customers
have which can be fulfilled by a company’s product.
 Customer Relationship Management : - It is a tool used for maintaining an interaction
between the customers and brand. With the help of Customer relationship management
and organisation can maintain a regular interaction with its customers and ask for the
future expectation of the customers with the brand so that they get an idea regarding the
need and can work over preparing the product or services to cater their need.
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Question 7: Explain the elements of a customer service plan.
The customer service plan is about the deep examination of customer’s perception and
expectation toward company which guide an organisation over the process of brining its
customer service activities in a ling with the need of customers so that more satisfaction can be
created. There are certain elements which form up a better customer service practices, which are
mentioned below:
 Respect: - It is essential for a customer service agent to make customer feel valued as
they are the one due to which company is getting its profit (Jack and Powers, 2015). So,
where never a customer get a issue, the support team must try to talk them with in polite
manner, apologize for their mistakes and try to provide them a solution with respect so
that they get satisfied with the services.
 Understanding: - Customer don’t really buy a product rather they buy a solution to the
problem, so the better a company can understood their need, the more satisfaction would
remain at that end. Therefore, a customer service agent must focus toward regularly
interacting with the customers to determine their need and expectation toward the
company and try provide them services accordingly.
 Listening: - The organisation must focuses toward hearing the things right about what
actually market demand from them. One must try to determine the need of customer by
asking them questions and concentrating over what customer actually want. This help in
creating a valuable relationship among the customer and brand which further support in
providing them satisfaction when it remains in their mind.
 Responding: - An organisation must respond in positive manner to the customers they are
dealing with in order to offer them what they actually want without compromising over
the company or its product (Giovanis, Athanasopoulou and Tsoukatos, 2015). It means
service provider must focuses toward res[ponding to the customer query or support in
such a way that help in solving the problem, keeping them satisfied and keeping things
fair to all other customers.
 Serving: - In order to keep the customer align with the brand and its offering an
organisation must focuses toward offering them something beyond the expectation which
means it must try to offer something that customer can’t get at elsewhere.
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Question 8: Why must an organisation deliver products and services as per the customer
specifications given in the organisation’s business plan?
The organisation must deliver product as per customer specification as it help in offering
the services to customers that help in fulfilling their need and expectation toward brand and at
the same time help in achieving maximum satisfaction.
Question 9: How can performance standards be used to monitor team performance to ensure
that they are consistently meeting the organisation’s quality and delivery standards?
The performance standards act as a guidance for the team that provide them a target in
term of quality of work being expected from them. After the execution of work the performance
standard act as a bases over which actual performance is compared to determine the gap between
expected or actual performance so that area of improvement can be identified and performance
of employees can be monitor (Fernandes and Neves, 2014). This regular monitoring and
improvement in team work help team in meeting up with the organisation’s quality as well as
delivery standards.
Question 10: Explain three (3) techniques that a manager can use to help colleagues
overcome difficulties in meeting customer service standards.
The customer satisfaction is considered to be most crucial factor for the success as well
as brand image of the company in marketplace. But there are certain difficulties that found in
meeting up with the customer service standard. Therefore, certain techniques can be used by the
manager to ensure a match with the customer service standard,
 Leverage multichannel servicing: - The majority of people like to purchase the product or
services from the companies that offer customer services throughout multiple channel. Hence, by
using the omni channel option it become easier to interact with customer, so that they remain
available for nay time serving to the customers which in turn help in getting maximum
satisfaction.
 Use of CRM platform: - The support team mainly find difficulties in establishing a better
coordination that leads to customer dissatisfaction. Hence to deal with this issue the manager can
make use of CRM platform which help in ensuring that each person remains at same page. It
help in getting a useful insight regarding the customer which support in getting an understanding
regarding the actual desire of an individual toward the brand offerings so that they can be catered
accordingly.
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