Quality Customer Service And Its Significance

Running Head: QUALITY CUSTOMER SERVICE
Quality Customer Service
Name of the Student:
Name of the University:
Author Note

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Assignment 1
Question 1
For each of the regulatory areas listed below, identify one aspect of the legislative
requirements that impact on customer service operations.
Legislation Impact on customer service
Anti-discrimination
legislation
Such legalized method any kind of denial to service on
several discriminatory ground, ensuring a sense of equity to
be assigned to the people in terms of the services provided.
Consumer protection
legislation
The bill aims toward ensuring protection towards the interest
of the customers and creates opportunities to mitigate the
disputes located in the service
Privacy laws Ethical as well as legal codes are being maintained in order
to secure the confidentiality of the customers in the sectors
concerned and allows the mitigation of the loopholes like
data sharing as well as the storage of data.
Work health and safety
legislation
Safe working condition creates impact on the quality of the
services provided to the customers. Safety enhances the
value of the work and in turn the work place behavior, that
affects the satisfaction of the customer.
Any relevant code of
conduct / ethical principles
The suggestion of the Federal law includes that the
advertisement aimed at influencing the customers should be
truthful in nature as well as transparent.
Anti-spam legislation Anti-spam laws are aimed at ensuring the protection of the
citizens against receiving emails that are unsolicited.

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Question 2
Identify three (3) benefits to the organisation of welcoming customer complaints. (200-300
words)
The complaints of the customers in way challenges the existing structure prevalent within
an organization. At times the issued raised by the customers might have escaped the
notice of the organization. However welcoming the complaints from the customers helps
the organizations in certain ways.
1. Complaints creates a renewed standards of the expectations from the employees
in response to the reaction of the customers, thereby allowing them to improve the
quality of their service
2. As an effect of the complaints, they urge the organization to conduct an
examination of the internal structures of the organization. The complaints are
handled in order to examine the existing system.
3. The complaints are also beneficial for the organizations in recovering the services
they provide.
Question 3
List and explain five (5) attributes of a customer service operation that could be considered
‘best practice’. The attributes you describe may be processes, techniques, methods or
activities. You must describe the attribute and explain how it contributes to excellence in
customer service. (approx. 250 words)
The attributes that are crucial in considering the services provided to the customers are as
follows.
1. Knowledge: The organization need to have a proper knowledge of the
subject they are providing along with the products they offer. In case the
information are not available to
employees create a disparity in communication between the employees
concerned and the customers. It is sufficient to have the knowledge to
the extent whereby they would be able to cater to the quest of the
customers.
2. Empathy: It is crucial for the person communicating to the customers to
be empathetic in their approach. Empathy in an employee aids the
organization in discerning the causes behind the dissatisfaction of the
customers with the service provided by the organization. Such attributes
on the part of the employees also instil a sense of values among the
employees and thereby enhancing the accountability to the customers.

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3. Customer Focus: Such attribute emphasizes the importance of putting
the customers on the forth, however the contemporary business
situations place the customer in the centre of their concern. The
ultimate concern is to ensure the satisfaction of the employees.
4. Flexibility: Flexibility of the customer service providers are very crucial
so that every kind of situation can be brought under their concern. The
response should be marked by the quality of the service provided. Such
flexibility are crucial in order to cater to the concern of the customers
who comes with diverse attribute and different state of mind. As a result
it is important to work upon the capacity of the customer service
provider so that they are able to cater to the situation with care.
5. Skills in language: In the cross-cultural globalized market scenario, it is
important that the concerned employees dealing with the issues of the
employees be well versed with the language the employees use. Such
attributes are also important because the current market is globalized
and as a result the customers come from diverse geographical an
linguistic backgrounds. As a result, the organizations need to train their
employees in developing their competence with the diverse situation.
Question 4
(a) What do each of the following terms mean?
You may look up the definitions on the internet. Copy in the definitions and links.
Term Definition
public relations
Public relation can be considered a process, where communication is
used as a medium in order to form a newly developed relationship
between the customer and the concerned organization. Such process
allows an organization to build and enhance their brand identity.
http://cscanada.net/index.php/hess/article/download/8192/pdf
product
promotion
It is a kind of marketing strategy whereby the product or the service
needs to be promoted in order to attract the potential customers.
Different channels are committed in order to carry out the promotion
out of which, social media stands in the foremost position.