BSBCUS501 Manage Quality Customer Service: Consumer Law & Complaint

This document provides detailed solutions to assessment tasks for the BSBCUS501 Manage Quality Customer Service unit. It covers various aspects of Australian Consumer Law, including consumer rights, guarantees for products and services, and the illegality of 'no refund' signs. The document also discusses consumer entitlements to refunds or replacements, the role of extended warranties, and the benefits of effective complaint handling systems for businesses and consumers. Furthermore, it outlines standard procedures for welcoming clients, the importance of service standards, and methods for promoting products and improving public relations through customer service. The solution also addresses overcoming communication barriers with customers, understanding customer behavior, key customer research methods, and the importance of recording and monitoring complaints. Desklib offers a wide range of similar solved assignments and resources for students.

Student Assessment Tasks
BSBCUS501 Manage quality customer service

BSBCUS501 Manage quality customer service
Student Assessment Tasks
Assessment Task 1 Instructions
Provide answers to all of the questions below:
1. Explain the purpose of the Australian Consumer Law and how it protects
consumers’ rights.
According to Izogo & Ogba(2015), let us turn to the Australian Consumer Law itself.
Back on 2 October 2008, the Council of Australian Governments agreed to the creation of
an Australian Consumer Law based on the recommendations of the Ministerial Council on
Consumer Affairs, which would include:
 a single national law for consumer protection and fair trading, based on the existing
consumer provisions of the Trade Practices Act;
 a national unfair contract terms law;
 a national product safety regulatory system; and
 Further reforms designed to enhance the operation of the law, which draw on best
practice in an existing state, and territory laws (Shi, Prentice, & He, 2014).
2. Outline the consumer guarantees that apply for both products and services
under the Australian Consumer Law.
Consumer Guarantees
Under the Australian Consumer Law, when you buy products and services, they come
with automatic guarantees that they will work and do what you asked for. If you buy
something that is not right, you have consumer rights (Hussain, Al Nasser, & Hussain,
2015).
Repair, replace, refund
2

BSBCUS501 Manage quality customer service
Student Assessment Tasks
If a product or service you buy fails to meet a consumer guarantee, you have the right to
ask for a repair, replacement or refund under the Australian Consumer Law (Dong et al.,
2015).
Canceling a service
Under the Australian Consumer Law, you have certain rights to cancel a service.
Compensation for damages and loss
You can seek compensation for damages and losses you suffer due to a problem with a
product or service if the supplier could have reasonably foreseen the problem. This is in
addition to your repair, replacement, or refund rights (Vogus, & McClelland, 2016).
Warranties
Under the Australian Consumer Law, automatic consumer guarantees apply to many
products and services you buy regardless of any other warranties suppliers sell or give to
you.
Products and services bought before 2011
When things go wrong with products or services you bought before 1 January 2011, you
may still have rights under the previous consumer protection law called the Trade
Practices Act.
3. List the types of products and services covered by the consumer guarantee.
1) Energy
That electrical work, electric bills, electricity costs, power lines, and trees
2) Food such as restaurant
3) Different kinds of export and import goods
4) Services mainly education and learning, employment and business, family and
personal and government and law, health and wellbeing, travel and transport
3

BSBCUS501 Manage quality customer service
Student Assessment Tasks
4. Explain why it is unlawful for a retailer to display a sign to say that no refunds
are provided.
If a product or service you buy fails to meet a consumer guarantee, you have the right to
ask for a repair, replacement or refund under the Australian Consumer Law. The remedy
you're entitled to will depend on whether the issue is major or minor (Pomirleanu,
Mariadoss, & Chennamaneni, 2016).
 Repair, replacement or refund
 Repairs
 Replacements and refunds
 What is a major problem?
 Returning the product
 Approaching the retailer or manufacturer
 'No refund' signs and expired warranties
 If it’s not right, use your rights
 More information
5. Discuss whether consumers are legally entitled to a refund or replacement if
they change their mind when buying a product or service.
A product or good has a major problem when:
 it has a problem that would have stopped someone from buying it if they had
known about it
 it is significantly different from the sample or description (Chow, Lai, & Loi, 2015).
A service has a major problem when:
 It has a problem that would have stopped someone from buying it if they’d known
about it
 It creates an unsafe situation (Daugherty, Bolumole, & Grawe, 2018).
4

BSBCUS501 Manage quality customer service
Student Assessment Tasks
6. Discuss the statement below about guidelines about consumer guarantees.
Provide an example to illustrate your answer.
“Some suppliers or manufacturers tell the consumer an extended warranty
provides extra protection, which the consumer would not have unless they
buy it.”
Consumer guarantees are a set of rules that apply to goods and services purchased by
consumers under the ACL.
These rules set out the circumstances under which a business is required to provide a
consumer with a remedy (Hazen, Boone, Ezell, & Jones-Farmer, 2014).
If goods fail to meet a guarantee; a consumer will have rights against the supplier and in
some cases the manufacturer, who will have to provide a ‘remedy. The consumer
guarantees apply to both major (serious) and minor problems (Kim, & Choi, 2016). When
the problem is minor, the supplier can choose between providing a repair or offering the
consumer a replacement or a refund.
7. Explain at least two benefits of an effective complaint handling system for
businesses and consumers and outline the standard steps that you would use
to effectively deal with a customer complaint.
1) Improved Customer Communication
2) Keeping senior management informed
8. A retailer wishes to establish a consistent welcome procedure for sales staff to
follow when a potential client enters the sales room. Outline a standard
procedure that the salespeople could follow. Your answer should be in easy to
follow steps.
1) Having enough product knowledge
2) Prospecting
3) Approaching the customers
4) Assessments of the needs
5) The presentation
6) Closing the deal
5

BSBCUS501 Manage quality customer service
Student Assessment Tasks
7) Following up
9. Explain the concept of service standards and their importance. Identify two
examples of services standards.
1. Break the ice and the mystique. Extend a warm welcome. Make eye contact and smile;
put warmth in your voice; introduce yourself and your role. Call customers by their
preferred name (Yuen, & Thai, 2015).
2. Practice presence: Move to the customer's level. Position yourself to tune in completely
(Chua, Lee, Goh, & Han, 2015). Maintain eye contact. Make the person you're sole -
and your sole -- focus.
3. Inform and explain: Information is power. Share it. Tell customers exactly what they can
expect and what will happen next. Invite questions and check for understanding.
Apologize for delays (Manhas & Tukamushaba, 2015).
10. Explain why a company committed to best practice customer services may
choose to measure its service standards.
To ensure you provide the best customer service:
 know what your customers consider to be good customer service
 take the time to find out customers' expectations
 follow up on both positive and negative feedback you receive
 ensure that you consider customer service in all aspects of your business
 Continuously look for ways to improve the level of customer service you deliver.
The following are some of the main elements of good customer service.
11. Explain the concept of public relations as a method of marketing
communication.
PR is an essential and integrated component of public policy or service. The professional
public relation activity will ensure the benefit to the citizens, for whom the policies or
services are meant. This programme aims to imparting such professional PR skill (Swart,
2018).
12. Explain five methods by which a company can promote its products.
6

BSBCUS501 Manage quality customer service
Student Assessment Tasks
1. Modern advertising methods
2. Bandwagon advertising
3. Promotional advertising
4. Testimonials and endorsements
5. 5. Surrogate advertising
13. Explain how customer service can impact on the public relations image of a
company.
Let’s considers the cost to gain brand recognition for your product or service. Capital is
required to establish a presence with your target market. How much does it cost to get in
front of your customers? Developing your brand recognition strategy requires time and
effort. Can you place a cost on your marketing team’s time and effort? For some
companies, this can be millions of dollars. Make sure that you back up the cost of brand
recognition with excellent customer experiences (Ostrom, Fotheringham, & Bitner, 2019).
14. Explain how you could overcome verbal communication barriers with
customers.
a. A more diverse workforce brings with it valuable new perspectives and skill
sets.
b. Communication, particularly in the workplace, can be a bit of a competition.
Some of this could come down to trying to assert ourselves in the eyes of
our peers, by being outspoken and putting forward suggestions (Halvorsrud,
Kvale, & Følstad, 2016).
15. Explain how you can overcome barriers to communication with customers who
have a hearing impairment.
1. Speak more slowly but not too slowly. Give them time to assimilate what is being
said.
2. Speak clearly. Do not exaggerate. Over-emphasis distorts lip movement.
7

BSBCUS501 Manage quality customer service
Student Assessment Tasks
3. Speak loudly, if necessary. Do not shout. Shouting distorts sounds and is painful to
the wearer of a hearing aid (Tseng & Wu, 2014).
16. Outline four keys way of providing excellent customer service.
1. Speak more slowly but not too slowly. Give them time to assimilate what is being
said.
2. Speak clearly. Do not exaggerate. Over-emphasis distorts lip movement.
3. Speak loudly, if necessary. Do not shout. Shouting distorts sounds and is painful to
the wearer of a hearing aid (Tseng & Wu, 2014).
17. Explain why an unhappy customer is not good for business.
Mistakes are bound to happen. What separates the good companies from the great is how
they respond to them. Hearing from upset customers can be one of the most challenging
parts of running your own business (King, Dhameeth, & Kim, 2017). It is easy to take their
frustrations personally, even if you know there is nothing you could have done differently.
18. Explain the importance of understanding customer behavior and two techniques
that can be used to analyze customer behavior.
 To design the best possible product or service that fully satisfies consumer’s needs
and demands.
 To decide the service or product would be made available for easy access to
consumers (Liat, Mansori, & Huei, 2014).
 To decide the price at which the consumers would be ready to buy that product or
service.
 To find out the best method of promotion that will prove to be effective to attract
customers to buy a product (Thai, 2016).
19. Explain three key customer research methods.
 Informal methods such as conversations with staff or product and service
scorecards
 Questionnaires that target past and present customers
 your surveys and questionnaires
8

BSBCUS501 Manage quality customer service
Student Assessment Tasks
20. Explain the importance of recording and monitoring complaints.
1. Listen to the complaints
2. Understand the problem of the customers
3. Elevating the needs of the customers
9

BSBCUS501 Manage quality customer service
Student Assessment Tasks
Assessment Task 1 Checklist
Student’s name:
Did the student provide a sufficient
and clear answer that addresses
the suggested answer for:
Completed
successfully Comments
Yes No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Question 10
Question 11
Question 12
Question 13
Question 14
Question 15
Question 16
Question 17
Question 18
Question 19
Question 20
10

BSBCUS501 Manage quality customer service
Student Assessment Tasks
Student’s name:
Did the student provide a sufficient
and clear answer that addresses
the suggested answer for:
Completed
successfully Comments
Yes No
Task Outcome: Satisfactory  Not Satisfactory 
Assessor signature
Assessor name
Date
11

BSBCUS501 Manage quality customer service
Student Assessment Tasks
Assessment Task 2 Instructions
Carefully read the following:
O house Clean is a cleaning services company based in Melbourne. The company offers
professional, residential cleaning services, including regular home cleans, as well as
spring cleans.
The company’s mission, vision and values as follows:
Mission
Ozhouse Clean is committed to providing the highest quality residential and commercial
cleaning services available by exceeding the expectations of our clients.
Vision
We are constantly working to establish ourselves as the most respected and sought-after
contract cleaning and facilities support service in Melbourne.
Values
Respect: taking time to understand and value each of our customers and respecting their
choices.
Responsibility: acting with integrity towards our staff, our customers, the community and
the environment.
Caring: a duty of care for our staff, customers and the environment.
Excellence: to always look to provide the best quality experience with regards to our
cleaning and our customer service.
Integrity: to act with honesty, openness and do what we say we will do.
Innovation: to be industry leaders.
Objectives
Our key objectives and that are fundamental to our business in delivering world-class
cleaning and customer service, are as follows:
12