Report on Customer Complaints and Software

This assignment delves into a comprehensive analysis of customer complaints concerning word processing software. The report explores various aspects such as software functionality, supplier performance, and effective complaint resolution strategies. It aims to identify common issues faced by customers and propose solutions for enhancing customer satisfaction.

Table of Contents
INTRODUCTION ..........................................................................................................................1
Task 1...............................................................................................................................................1
1.1 Analyse the advantages and limitations of different methods of, and media for, making
presentations................................................................................................................................1
1.2 Explain how the type and size of the audience affects the delivery of a presentation..........1
1.3 Explain the factors to be taken into account in developing contingency plans when
delivering presentations..............................................................................................................1
Probability...................................................................................................................................1
Impact..........................................................................................................................................2
1.4 Explain voice projection and timing techniques when delivering presentations..................2
1. Fear of public speaking and presentations.....................................................................2
2. Understanding/overcoming fear of public speaking and presentations.........................2
1.5 Explain the factors to be taken into account in responding to questions from an audience..2
Step One - Listen....................................................................................................................2
Step Two - Understand...........................................................................................................2
1.6 Explain different methods for evaluating the effectiveness of a presentation......................3
Check goal set.............................................................................................................................3
Measure accomplishments..........................................................................................................3
Pupil self evaluation....................................................................................................................3
Task 2...............................................................................................................................................3
1.1 Explain how to deal with “junk” mail...................................................................................3
1.2 Describe what to do in the event of problems arising when dealing with incoming or
outgoing mail..............................................................................................................................3
1.3 Describe how to operate a franking machine .......................................................................4
1.4 Explain how to prepare packages for distribution.................................................................4
1.5 State organisational policies and procedures on mail handling, security and the use of
courier services ...........................................................................................................................4
1.6 Explain the process for reporting suspicious or damaged items in accordance with
organisational procedures............................................................................................................4

3.2 Identify the best option for dispatching mail according to the required degree of urgency,
size and value of the item............................................................................................................5
Task 3...............................................................................................................................................5
1.1 Describe systems and procedures for storing and retrieving information ............................5
1.2 Outline legal and organisational requirements for information security and retention.........6
1.3 Explain how to create filing systems to facilitate information identification and retrieval. .6
1.4 Explain how to use different search techniques to locate and retrieve information.............6
1.5 Describe what to do when problems arise when storing or retrieving information..............7
Unit 38: Maintain and Issue Stationery and Supplies......................................................................7
1.1 Describe organisational policies, procedures and levels of..................................................7
authority in maintaining supplies................................................................................................7
1.2 Explain how to carry out a stock check of stationery...........................................................7
1.3 Describe the types of problems that may occur with............................................................7
deliveries and stock items...........................................................................................................7
1.4 Explain how to deal with problems that occur with deliveries.............................................8
and stock items............................................................................................................................8
1.5 Explain the factors to take into account when ordering........................................................8
Stationery....................................................................................................................................8
1.6 Explain the benefits and limitations of different potential....................................................8
suppliers, against organisational requirements...........................................................................8
1.7 Explain how to calculate quantities of stationery and...........................................................8
supplies to be ordered..................................................................................................................8
1.8 Describe how to dispose of or recycle waste........................................................................9
Unit Title: (Unit 54) Resolve customers’ complaints......................................................................9
1.2 Explain how to identify those complaints that should prompt a review of the service offer
and service delivery.....................................................................................................................9
1.3 Explain negotiating techniques used to resolve customers’ complaints...............................9
1.4 Explain conflict management techniques used in dealing with upset customers..................9
1.5 Explain organisational procedures for dealing with customer complaints.........................10
1.6 Explain when to escalate customers’ complaints................................................................10

1.7 Explain the cost and regulatory implications of admitting liability on the basis of a
customer complaint...................................................................................................................10
1.8 Explain the advantages and limitations of offering compensation or replacement products
and/or services...........................................................................................................................10
2.4 Explain the advantages and limitations of different complaint response options to
customers...................................................................................................................................11
2.5 Explain the advantages and limitations of different complaint response options to the
organisation...............................................................................................................................11
Unit Title: (unit 51) Word processing software.............................................................................11
1.1 Summarise what types of information are needed for the document and how they should
be linked or integrated...............................................................................................................11
1.4 Explain how to combine and merge information from other software or multiple
documents.................................................................................................................................12
2.1 Analyse and explain the requirements for structure and style............................................12
3.1 Explain how the information should be formatted to aid meaning.....................................12
3.5 Evaluate the quality of the documents produced to ensure they are fit for purpose...........12
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
In this assignment various parts are included such as mail handling. Also, how to create them is
provided in detail. Further, it is also described different laws and policies related to generate and
dispatch mails.
Task 1
1.1 Analyse the advantages and limitations of different methods of, and media for, making
presentations
Advantages: Easy to prepare  Follows a three step routine. Easy for learners to follow this type
of a lesson. Easy for learners to remain focused  Contributes to internalising structures in long
term memor. It scaffolds the learning process into smaller chunks – (exposes learners to the
target structure, gives them controlled practice and then free practice.
Disadvantages: It is a teacher-centred method and teacher talking time might be too long  It is
more focused on accuracy than on fluency except in the very last stage  Students may get
bored and unwilling to participate  Since everything is scaf folded learners may not remember
things  not suitable for all types of learning styles.
1.2 Explain how the type and size of the audience affects the delivery of a presentation
Cliff Suttle has taken a look at this and he believes that there are four different common audience
sizes:
Conversation Size: an audience of up to 10 people.
Speech Size: an audience of 10-40 people.
Performance Size: an audience of 40-100 people.
Show Size: an audience of 100 or more people
The reason that the size of your audience matters is because you need to tune your speech to
meet the needs of that size audience (Donovan, John and Sinek, 2014).
1.3 Explain the factors to be taken into account in developing contingency plans when delivering
presentations
Probability
The probability that an event or issue will occur is a factor that helps in prioritizing the
contingency planning process. Probability assessments start by organizing events or issues into
one of three or more probability ranges such as high or nearly certain, moderate or possible and
low or improbable
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Impact
The impact an event or issue can have on business operations is a major factor influencing
contingency planning. The Federal Emergency Management Authority recommends completing
a business impact analysis to predict and assess the consequences of disruptions to specific
business functions. Consequences can be tangible or intangible and include lost or delayed sales.
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1.4 Explain voice projection and timing techniques when delivering presentations
1. Fear of public speaking and presentations
You are not alone if the thought of speaking in public scares you (Grandin, 2015). On the
contrary.
2. Understanding/overcoming fear of public speaking and presentations
The key to managing and controlling anything is first to understand it, especially its causes.
The cause of fear is (a feeling of) insecurity and/or an unfamiliar or uncontrollable threat.
1.5 Explain the factors to be taken into account in responding to questions from an audience
Step One - Listen
It is important to listen to all parts of a question before drawing premature conclusions
about your ‘best’ response. Frequently questions can change direction at the last moment,
particularly if the questioner is thinking on her/his feet. This can throw you if you have already
started to leaf through your material for the ‘appropriate’ response.
Step Two - Understand
If you are worried that you haven’t understood a question, clarify the area of enquiry
before going any further. Check for direct confirmation by paraphrasing the question back to the
questioner “You want me to explain the process of …?”
Step Three - Respond
When you reply to a question, direct your answer to both the questioner and other
members of the audience. Try to keep your responses as focused as possible. This will help keep
them brief and preserve space for other questions.
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1.6 Explain different methods for evaluating the effectiveness of a presentation
Check goal set
As you realized that presentation training courses were a possible solution to your base
line questions you likely had an idea of where you would like the improvements to be realized.
These would be the goals that you are striving for (Yu and et. al., 2018). Outside of sales figures,
most of these goals are likely to be subjective.
Measure accomplishments
Use a few members of the team, involved in the presentation training courses, as a
measurement post. Look at how they were performing at the beginning, middle and end of the
course.
Pupil self evaluation
Measuring improved presentation skills are often a factor of self evaluation. The person
that has taken the presentation training courses will very likely know whether they feel more
confident when asked about their skill levels in several areas. Give a survey, in general terms and
without names, about how they feel about certain aspects of their job performance and
social/family life.
Task 2
1.1 Explain how to deal with “junk” mail
Junk mail, otherwise known as unsolicited mail, is received by all workplaces. There are
various different ways to deal with junk mail and prevent it from being sent again. One of the
simplest options would be to contact the sender directly asking them to stop processing your
personal data for marketing purposes. The Data Protection Act 1998 states under section 11 that
every individual has a right to prevent processing for the purposes of direct marketing. It is
supported by the Royal Mail as well as the Information Commissioner’s Office which is an
independent authority to uphold information rights.
1.2 Describe what to do in the event of problems arising when dealing with incoming or
outgoing mail
The main problems that can occur are delays, missing deliveries, and suspicious mail. To
avoid delays, we have to send the mail at the right time, with the correct postage. To avoid
missing deliveries of an important document, it can be delivered via recorded delivery which lets
one track the delivery (Kaltenbach and Soetikno, 2016). Any suspicious mail or package has to
be handled with the utmost care and reported to the concerned person in charge.
1.3 Describe how to operate a franking machine
Below is a quick overview on how franking machines generally work;
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 Weight. Mail item is placed on to the franking machines inbuilt weighing scale – you get
the exact weight so no risk of overpaying on postage
 Size and service. You select the desired size and service of the mail.
 Business message. Add your business message using the franking machines buttons and
screen.
 Postage costs. The franking machine calculates the correct postage automatically, which
includes the Royal Mail discounted cost for franking machine users.
1.4 Explain how to prepare packages for distribution
Mails consist of three main types — inward, outward and inter departmental. Mail
Service helps the firm to establish and contact with the customers and public at large. An
independent mailing department is constituted to handle all types of mail in the office. Inward
mail routine include steps like — receiving mail, sorting mail, opening the mail, marking the
mail, recording the mail (inward register), and distributing the mail.
Outward mail routine also involves various steps like — collection of outgoing mail, entering the
outgoing mail (despatch register, messenger book), folding the letters, preparation of envelopes,
sorting, weighing and stamping and lastly despatching.
1.5 State organisational policies and procedures on mail handling, security and the use of courier
services
Policies and procedures for handling mail: Incoming mail (post, email, fax, courier) must be
dealt with as soon as it is received in the office and distributed by 11.00 am daily or upon receipt
of electronic mail. Do not touch any suspicious mail. Call your supervisor or security
immediately (Ledden, 2017). Record all incoming mail in the Inwards Mail Register.
Newspapers, journals and magazines are to be circulated using a circulation slip. If mail received
is damaged contact the sender and verify contents.
1.6 Explain the process for reporting suspicious or damaged items in accordance with
organisational procedures
Handle it with care and avoid shaking it or bumping it
Isolate the letter or package
Evacuate the area
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Do not smell or taste the letter, package, or contents
Dispose of any normal mail that you do not open
Do not allow children to open mail
Keep mail away from food preparation areas
If your clothes are contaminated, carefully remove them and isolate them
Contact the appropriate emergency organization (fire, police, medical, HAZMAT unit
etc.)
Contact the appropriate postal organization or shipping service.
3.2 Identify the best option for dispatching mail according to the required degree of urgency, size
and value of the item
1. Get Your Process Right
To avoid confusion and prevent reporting errors, define your dispatch process and make
sure everyone in the warehouse is following it. Make sure workflows are documented and that
staff are provided with adequate training so that everyone is on the same page.
2. Warehouse Layout
Laying your inventory out in a more practical manner could save your warehouse staff
huge amounts of time on a daily basis. There’s no single correct way to lay out a warehouse - it
varies from retailer to retailer. A good starting point when planning a new layout for your
warehouse is to make sure that quick movers are stored in easily accessible places close to the
packing area. You could also consider storing products that are frequently sold together in close
proximity.
Task 3
1.1 Describe systems and procedures for storing and retrieving information
Transaction processing system (TPS) - Responsible for processing business transactions. The
types of transactions vary between organisations, but some examples could be placing orders,
billing, cheque deposits, payroll systems, reservation systems, and stock control. They help to
maintain, add up, change, and remove data.
Management information system - Helps with carrying out the tasks required for problem
solving and decision making. They help management by monitoring performance, efficiency,
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accounting, and transactional data. Some examples include sales management systems,
budgeting, personnel, and inventory control. This information needs to be accurate and relevant.
1.2 Outline legal and organisational requirements for information security and retention
Any information stored in an organisation has to follow the security and confidentiality
procedures. Information security and confidentiality is the process where data is kept away from
unauthorised access, disclosure, destruction, use or modification. It applies to both physical and
electronic data (White, 2017). All organisations store a large amount of confidential information
about their employees, customers, company’s status, products, surveys, finances, etc. So while
handling this information, care has to be taken to follow the security and confidentiality
procedures, because if information goes into wrong hands it could lead to serious negative
consequences. It will also affect the ethics and running of the organisation and will lead to legal
actions being taken.
1.3 Explain how to create filing systems to facilitate information identification and retrieval
Due to Data Protection, private information must be kept securely to prevent a data
breach. Confidential information should have password protection. When sending confidential
information provide the password separately from the file. The Data Protection Act also states
that information should not be held on to longer than is necessary, this is why organisations have
a set length of time that they retain data. There are several different ways of filing information,
depending on the data it contains. It can be organised alphabetically, chronologically or in
numerical order.
1.4 Explain how to use different search techniques to locate and retrieve information
Subject Filing:
This is the arranging of material by given subject. It is filing by descriptive feature
instead of by name or number. Such filing involves choosing a word or phrase to stand for each
subject or to point out one phase of it.
A subject folder may contain any combination of correspondence, bulletins, clippings,
pictures, statistics, trade journals and other printed information relating to the subject. Subject
filing is considered the most difficult of all methods of filing. It is a system which demands that
the person installing such a system has a complete knowledge of the business.
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1.5 Describe what to do when problems arise when storing or retrieving information
File Overload
Don't overload your files to hold more than its capacity. If more files are placed in a folder than it
can hold, the tab will slump down and out of sight.
Cross Indexing
Make a reference in one file of related or helpful/additional data held in another file.
A file borrowed without a record of who has it, when it was removed from the filing system etc,
is a file lost! Make sure you have a 'file in use' set of slips to be filled out showing: user, date out,
date due back etc. (Youn and Cho, 2015).
Unit 38: Maintain and Issue Stationery and Supplies
1.1 Describe organisational policies, procedures and levels of
authority in maintaining supplies
It is important to follow organisational policies, procedures and use the correct levels of
authority to maintain supplies. Within the Primary Care Mental Health Team our stationery
supplier is a company called Clare's. Ordering through Clare's is an online process, once we have
logged into the system we can only see the contracted items we are allowed to purchase.
Sometimes off!contract items have to purchased buying these has to be justified to the trust
before we are able to order them (White, 2017).
1.2 Explain how to carry out a stock check of stationery
There are many ways and systems that can be used to carry out a stock check of
stationery within the business. Stock checks are very important as you can develop a system so
you can work out how much stationery is being used, when it needs re!ordering and who it is for.
1.3 Describe the types of problems that may occur with
deliveries and stock items
There could be many types of problems that may occur with deliveries and stock items.
Occasionally suppliers may make late deliveries. This could be for a number of different reasons,
for example- the driver may be delayed. When the delivery is not made on time it may not meet
the re!ordering lead time that has seen set. Very now and then deliveries may arrive and be
damaged this could be the packaging or the contents (Youn and Cho, 2015).
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1.4 Explain how to deal with problems that occur with deliveries
and stock items
There are many different ways and systems that can "e used to carry out a stock check of
stationery within the business (Yu, X. and et. al. 2018). Stock checks are very important as you
can develop a system so you can work out how much stationery is being used, when it needs re!
ordering and who it is for. When checking stock, manually is a reliable way to check as it can be
physically checked and counted. Most businesses that use this method would have a stock
control sheet which will note the stock in, stock out, the total balance of all the stock and dated
appropriately.
1.5 Explain the factors to take into account when ordering
Stationery
When ordering supplies the delivery time is very important, it should be quick and
efficient, especially if items are needed as soon as possible. If prices increase this may affect
continuing with the same suppliers, this could mean trialling a new supplier that may be cheaper
and more effective for the business (Alrwashdeh and et.al., 2017). When re!ordering lead items
it needs to be ensured there is enough time between placing the order and the delivery, this is to
ensure supplies will not run out.
1.6 Explain the benefits and limitations of different potential
suppliers, against organisational requirements
There are benefits to using an island company for example, the delivery may be is faster
as they are already on the island and it shows you are supporting a local business (Richardson
and et.al., 2014). There are limitations the items are more likely to cost more as they would be a
smaller company than a UK wide company, this could also mean the items may be of a lesser
quality
1.7 Explain how to calculate quantities of stationery and
supplies to be ordered
It is important to calculate an organisations' usage of stationery and supplies, as you then
$now where and when it is being used (Wani and Gohokar, 2017). The information can collated
from individual departments within the company, and the requirements for each department can
also be decided. &sing one allocated member of staff to control the departmental usage of
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stationery and supplies during an allocated period to find out what stationery is used and needed
and when it should be ordered (Grégoire, Salle and Tripp, 2015).
1.8 Describe how to dispose of or recycle waste
Following the recycling of paper waste procedures, within own area, for example
emptying your own bins and using spare, unused paper as note paper instead of buying sticky
notes or notebooks. When printing documents care should be ta$en to only print necessary
documents, for example- if some paper work can be emailed, it is much better for the
environment. There are separate ways to dispose of other types of waste like stationery waste,
e.g. printer cartridges, batteries, computers (Valenzuela, Vasquez-Parraga, Llanos and Vilches,
2015).
Unit Title: (Unit 54) Resolve customers’ complaints
1.2 Explain how to identify those complaints that should prompt a review of the service offer and
service delivery
Importantly, don’t interrupt the customer, stay calm and in control. Above all, remember
that you are representing your organisation and they are not "having a go at you personally".
In a supportive but concerned tone of voice you can demonstrate you are actively listening and
empathetic to the customer (Le and et.al., 2016).
1.3 Explain negotiating techniques used to resolve customers’ complaints
Thank Them: Thank the customer for bringing the problem to your attention. You can’t
resolve something you aren’t completely aware of, or may be making faulty assumptions about.
Apologize: Sincerely convey to the customer your apology for the way the situation has
made them feel. This is not the time for preachy reasons, justifications or excuses; you must
apologize.
1.4 Explain conflict management techniques used in dealing with upset customers
Use the correct tone: Don’t smile, laugh or mock upset customers. Convey empathy
with a soft tone.
Be neutral: Do not offer your opinion, agree or disagree with customers. Offer empathic
support and work to solve their problems effectively (White, 2017).
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1.5 Explain organisational procedures for dealing with customer complaints
Listen carefully to what the customer has to say, and let them finish: Don't get
defensive.
Ask questions in a caring and concerned manner: The more information you can get
from the customer, the better you will understand his or her perspective.
Put yourself in their shoes: As a business owner, your goal is to solve the problem, not
argue.
Apologize without blaming: When a customer senses that you are sincerely sorry, it
usually diffuses the situation. Don't blame another person or department.
Ask the customer, "What would be an acceptable solution to you?": Whether or not
the customer knows what a good solution.
Solve the problem, or find someone who can solve it— quickly!: Research indicates
that customers prefer the person they are speaking with to instantly solve their problem.
1.6 Explain when to escalate customers’ complaints
A customer escalation is a scenario where a customer is not pleased with an employee
interaction and wants someone at a higher level within the company to resolve the complaint.
Escalations should be taken seriously, because this means you have an irate or agitated customer
on your hands (Youn and Cho, 2015).
1.7 Explain the cost and regulatory implications of admitting liability on the basis of a customer
complaint
Men who are unhappy with how a supplier deals with their complaint will boycott that
organisation for an average of 10 years – double the time for women. With a strong focus on
developing CRM systems so that customer lifetime value can be assessed, the impact of an
unresolved complaint surely needs to be understood (Alrwashdeh and et.al., 2017).
1.8 Explain the advantages and limitations of offering compensation or replacement products
and/or services.
In some cases, offering customers compensation is a legal obligation. For example, if your
product is faulty, you are legally required to offer a refund, replacement or repair to customers.
Consumers have up to six years to claim compensation in this way.
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2.4 Explain the advantages and limitations of different complaint response options to customers
(1) Take Some Form of Public Action: The customer can complain to the service firm, third
party or take legal action to seek for compensations (Wani and Gohokar, 2017).
(2) Take Some Form of Private Action: The customer can switch to other service provider, or
negative word of mouth to the others.
(3) Take No action: the customer will not take any action to response due with reason of wasting
their time and energy, lazy to make complaints, or feeling deeply disappointment will not use on
particular products or services for next time (Grégoire, Salle and Tripp, 2015).
2.5 Explain the advantages and limitations of different complaint response options to the
organisation
Advantages of Customer Satisfaction Surveys
Up-to-date feedback: Gather current customer feedback on various aspects of your
company. You can stay on top of customer trends through regularly scheduled online surveys or
email surveys, and receive instant customer feedback.
Benchmark results: You can administer the same survey every so often to customers to
gain continued insight into your customers (Le and et.al., 2016).
Disadvantages of Customer Satisfaction Surveys
Too many surveys, so little time: Your customers are bombarded with online surveys.
Surveys may be simple to complete, however, some people simply don’t like to complete them.
Sending surveys too often can irritate customers and lead to customer burnout.
Privacy Issues: We live in a high-tech environment filled with daily doses of unwanted
junk email, email solicitations, and sales calls
Unit Title: (unit 51) Word processing software
1.1 Summarise what types of information are needed for the document and how they should be
linked or integrated
FactsA unique bit of information that identifies an object, person, place, or date.
• Personal data
• A business record such as an order, an invoice, an accounting entry
A basic idea or rule that explains or controls how something should happen or work, including
Standards of behaviour (Wani and Gohokar, 2017).
• Legislative requirements
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• Rules set down by regulatory bodies
• Policies and ethical standards
1.4 Explain how to combine and merge information from other software or multiple documents
1. Open a Word document.
2. Click on the insertion point (Le and et.al., 2016).
3. Click on Insert.
4. Click on File....
5. Select the document to merge.
6. Click on Insert.
2.1 Analyse and explain the requirements for structure and style
There is no one set structure or framework that covers all possible forms of written
communication, except perhaps that writing should start with an introduction and finish with a
conclusion. There are however many examples of structures for different forms of writing
available on the web and within study guides.
3.1 Explain how the information should be formatted to aid meaning
Information is very important to aid the meaning and objective of the firm. Without the
help of enough information company cannot find-out the actual output and solution.
3.5 Evaluate the quality of the documents produced to ensure they are fit for purpose
Quality of the document must be according to the objectives. Document quality must be
effective in order to enhance the software services (White, 2017).
CONCLUSION
From the above report, it can be concluded several topics such as Word processing
software, suppliers, resolve the customer complaint. Along with that, moreover present report
was based on different topics.
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