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
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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
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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).
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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
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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.
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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.
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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
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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
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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
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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
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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:
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 Provide our customers with a professional and friendly service.
 To increase the number of clients by 10% each year.
 Meet or exceed the expectations of customers.
 Implement best practice in cleaning operations, including environmentally
sustainable practices.
Currently 70% of the company’s customers are residential customers. Most of these
customers are full-time workers, needing cleaning services because of their busy lifestyle.
Most customers use regular cleaning services (either once a week or twice a week for 3 –
4 hours).
The company also has a small number of commercial contracts for cleaning. Generally,
these involve cleaning staff going in each evening for 2 hours to clean the office.
Regular services are priced at $35 per hour and the market is very sensitive to price and
quality of service delivered.
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The company does not currently have a customer service strategy. As part of the current
strategic planning process and overall drive to achieve excellence within the company
you, as the Operations Manager (responsible for a team of staff including call centre
operators and the cleaning team), have been tasked with the responsibility to develop a
customer service strategy and a customer service charter that aligns with the company’s
strategic plan mission, vision and objectives. All customer services strategies need to be
implemented during upcoming year and a priority assigned.
The management team has developed a key principle on which the customer service
strategy is to be based:
We listen to our customer, understand their needs and deliver services to meet
these needs.
The management team has advised that all strategies must come from that principle and
that strategies must also address (but not be limited to) the following key areas:
 Staff training: currently staff are not trained in customer service
 Customer feedback mechanisms: there are no formal mechanisms in place for
customers to provide feedback
 Quality and consistency of service provided: while the company does not receive
many complaints, most of them relate to customers being unhappy with the level or
detail of cleaning provided. A quality assurance mechanism needs to be in place to
be able to check that the cleaning completed will be satisfactory to the customer.
This is currently not in place.
 Development of a customer service charter: the company wants to tell customers
about what they can expect, how they can provide feedback and the complaints
process.
Complete the following activities:
1. Write a regulations report.
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Use the Internet to find out about legislation and regulations that the company
needs to abide by in its delivery of services and ensure that this information is
incorporated into the development of customer service strategies.
You will also need to provide an overview of the legislative and regulatory
context at the meeting with staff so ensure you make notes to guide your
delivery of the information to staff.
Use the Internet to find examples of customer service strategies developed by
other companies. Make notes on your findings.
Using secondary sources of information, research and identify likely key
customer needs in relation to cleaning services, including as a minimum quality
of service, cost of service, response times from booking of service to completion
and so on.
Your report should be between half a page and one page long.
Our Commitment
Respond to telephone and email enquiries within three working days.
Where telephone enquiries are more complex either make an appointment for the
customer to meet with a staff member or arrange to call the customer when the
information is available. Acknowledge, and where possible answer, mailed enquiries
within 15 working days.
Our Responsibilities
Administer various regulations and uphold the law.
Safeguard the public interest.
These responsibilities may not always match customers’ expectations or wishes. Where
there is conflict that cannot be resolved at staff or manager level, further avenues of
appeal to external regulatory bodies may exist. We will be happy to advise customers of
these procedures (Chang, 2016).
Feedback on our Services
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We aim to keep improving our service and seek customers’ evaluation and feedback on
our performance.
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21. Develop a customer service strategy
Research options for customer service strategies and customer needs
The customer service strategy should clearly reflect the customer needs you
have identified and show how these needs will be satisfied through the service
provided. The strategy should also document specific actions, priority and
performance indicators.
Developing an Effective Customer Service Strategy for Agencies Have a plan to serve
your customers how does your agency manage customer service? Do you have a plan,
and follow it? If you want to get a better understanding agency’s customer service efforts,
here is a 10-step plan to develop and implement an effective customer service strategy.
Step 1: A comparable example is a frequent flier program—airlines offer a higher level
of service (such as early boarding privileges) to their frequent flyers, while still meeting
the needs of their other passengers. This is a necessary part of a customer focus.
Step 2: Determine what your customers want to Determine what target customers
want (not just what they need right now) by considering these techniques: online
customer satisfaction surveys phone or email survey in-person meetings or focus
groups user testing channel analytics (web, phone, etc.) Determine how target
customers prioritize their "wants."
Step 3: Agency leadership must communicate the importance of customer service and
ensure that all employees, even those without direct customer-facing jobs, understand
how their work serves customers.
Step 4: communicate service standards and expectations Set service standards, such
as call wait times, claims processing times, and satisfaction ratings.
Step 5: Provide consistent service across channels Agencies should continuously
collect comprehensive customer feedback across the whole customer experience—not
just via each channel.
Step 6: Establish a vision for customer service excellence Establish your agency's
customer-focused vision using all the information in these steps.
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Step 7: Implement an external strategy the external strategy should focus on how your
agency's service is designed, marketed, and delivered to target customers.
Step 8: Focus on recruiting and retaining good employees While Step 7 outlined an
external strategy, the next three steps cover, in detail, the internal strategy—how your
agency’s internal processes will support the customer-focused vision.
Step 9: Empower employees to resolve customer service problems Empower frontline
employees to do what it takes to satisfy the customer.
Step 10: Develop good communications and rewards system Ensure that directorates
and individuals within your agency communicate. Frontline employees who take
customer questions, and other employees who have answers to those question, need
a support network (Giovanis, Zondiros, & Tomaras, 2014).
22. Send an email to the management team (your assessor).
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachments.
The email text should advise the management team that you would like to set
up a meeting to discuss the document.
It should include a brief statement of the purpose of the meeting and the date
and time and duration for the meeting (the meeting will be approximately 30
minutes).
To,
The management team
Sir,
The main purpose of the meeting will be to develop the customer service strategies as it
is creating a major pitfall for the business. Hence, this is mainly because of the poor
documentations. The purpose will of the meeting will also to focus on the significance of
the customer services by delivering the proper strategic actions.
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Hence, in order to discuss all the above factors, the meeting will be held in the conference
room on 27.12.18 at 1pm. The duration of the meeting will be of 30mins. Therefore, the
meeting will end at 1:30 pm.
For the further discussion of the documents, it is kindly requested to each members to be
present at the mentioned time and date
All of you are requested to join the meeting as it is highly required for the effective
performance.
Secretary
Date: 15.12.2018
23. Meet with the management team
At the meeting you, you will discuss and confirm the customer service strategy with the
General Manager (your assessor).
The purpose of the meeting is to focus on the significance of the customer's services in a
better manner. The active role planning structure will help to maintain the rules and
regulations amended by the government regulations. The strategic planning and actions
the skill-based preferences structure the later work purposes in a particular way. The
associated goal planning and the effective market criteria generate the different inclusion
to achieve mission, vision and the objectives of the company focusing to the management
plan to maintain the quality, time, and the cost specifications that are required for the
growth and development of the organization. It will focus to the communication plan in an
organized that will help to understand the basic needs of the customers.
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24. Update your customer service strategy.
Following the meeting, incorporate your General Manager’s feedback into your
strategy.
Save this draft of the document as Updated Customer Service Strategy.
General Manager Feedback The feedback of the general manager was positive, and he is
looking forward to taking the proper action that is required for developing the effective
customer strategy criteria. According to him, every team members should follow up the
regulations and legislations policies to meet the requirements of the customers.
25. Take a screenshot of your folder and files.
Ensure that you have an overall folder for your work, as well as subfolders if
necessary.
All of the documents that you have submitted for this assessment task should
be correctly named and filed.
Folders must be logical and well-organized, and you will be assessed on this.
The screen shot should show all the folders and documents.
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(Source: Nunkoo, Teeroovengadum, Thomas, & Leonard, 2017)
26. Send an email to the management team (your assessor).
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
It should summarise the meeting’s outcomes and introduce and summarise the
contents of the attachment.
It should
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To,
The management team
Sir,
For developing the customer strategy criteria, the different implications and the planning
processes were addressed in the meetings in a better manner so that the future working
criteria can able to generate. The operational plan process had been addressed properly.
At last, the team has aimed to focus on the review criteria to cater the effective
implications related improvement of customer strategy. The duration of the meeting will be
of 30 mins.
It is to notify that the meeting was effective as it generated the scope of improvement to
develop the effective policies for developing customer strategy
Secretary
Date: 03.01.2019
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Assessment Task 2 Checklist
Student’s name:
Did the student:
Completed
successfully Comments
Yes No
Outline the legislative and regulatory context
of the organisation relevant to customer
service?
Identify customer needs through research and
reflect these needs in the customer service
strategy?
Develop a customer service strategy in the
required format that includes appropriate
strategies and actions to achieve the strategic
vision, mission and objectives, and key
customer service principles?
Identify suitable actions, priority and
performance indicators within the customer
service strategy to achieve agreed quality,
time and cost specifications?
During the meeting, demonstrate effective
communication skills including:
 Speaking clearly and concisely
 Using non-verbal communication to assist
with understanding
 Asking questions to identify the required
information
 Responding to questions as required
 Using active listening techniques to
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Student’s name:
Did the student:
Completed
successfully Comments
Yes No
confirm understanding
Incorporate feedback as provided by the
management team into the final customer
service strategy?
Manage records effectively by creating
appropriate folders and storing all files?
Task Outcome: Satisfactory  Not Satisfactory 
Assessor signature
Assessor name
Date
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Assessment Task 3 Instructions
Complete the following activities:
1. Write a customer service analysis
Review all of the following documents:
 Customer Emails and Responses sent by the customer service staff.
 Customer Service Policy and Procedure.
 OZhouse Clean List of services
Review the information given on delivery of company services according to
quality and delivery standards. Check whether the response times for the
delivery of quotes is by timelines specified in the Customer Service Policy and
Procedures.
Check whether the information provided within the quote is correct as per the
Oz house Clean List of Services.
Make notes on variances in response times or correctness of information. This
information will need to be shared at the meeting with the staff.
Identify and make notes on actions to address identified issues with response
time or correctness of information to discuss with the staff member at a meeting.
This should be both immediate action/s or actions to be completed over some
time.
This review will help you determine whether the information contained in the
quotes is correct and has been sent to customers according to the required
timelines.
Your analysis should be about one page.
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Customer service analysis
Customer Emails and Responses sent by the customer service staff
The quality of customer service is of paramount importance in the services and FMCG
sector, which is characterized by repeat purchases. The success of sales in strongly
competitive markets is largely dependent on the professionalism, kindness, and flexible,
individual approach of the seller. The key feature of service quality management is
accurately defined standards governing the sales process and post-sales support.
Customer Service Policy and Procedure
Policy
 Excellence in serving all customers including persons with disabilities
 Ensuring that its working, living and learning environments are maintained free
from discrimination
 Providing accessible service for its employees and customers
Procedures
1 Communication
OZ is committed to communicating with persons with disabilities in ways that take into
consideration their disability. To ensure this:
 OZ employees will be trained in how to interact and communicate with customers
with disabilities guided by the principles of dignity, independence, and equality.
 Customers with disabilities will be offered alternative communication formats that
will meet the needs of the customer as promptly as feasible.
2 Uses of Assistive Devices, and Support Persons
OZ will ensure that the access, use, and benefit of goods or services are not
compromised for persons with disabilities who require assistive devices, or who are
accompanied by a service animal, guide dog or support person.
Assistive Devices
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 Persons with disabilities shall be permitted to obtain, use, or benefit from goods or
services with their own assistive devices.
 It is the responsibility of the person with a disability to ensure that his or her
assistive device is operated in a safe and controlled manner at all times.
 OZ will ensure that employees are trained as required to use assistive devices
available on our premises.
Support Persons
 OZ is committed to welcoming customers with disabilities who are accompanied by
a support person. Any person with a disability who is accompanied by a support
person will be allowed to enter OZ’s premises with his or her support person.
 When there is a significant risk to the health and safety of the person with a
disability or others;
 When the risk cannot be eliminated or reduced by other means;
Oz house Clean List of services
 Dust surfaces.
 Dust blinds, window sills, and rock ledges.
 Dust chair rails, cabinets, door panels, and baseboards.
 Dust top of a refrigerator.
 Clean and disinfect countertops.
 Spot clean cabinet fronts.
 Clean and disinfect doorknobs and switch plates.
 Clean and disinfect sink.
2. Conduct service delivery analysis meeting
Meet with your customer service team (your assessor) to:
 Outline response timelines and information requirements as included
in the Customer Service Policy and Procedures and List of Services.
 Explain any variances identified through your review of the email
correspondence.
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 Outline your proposed actions.
 Open the meeting to discuss your proposed actions.
During the meeting, demonstrate effective communication skills including:
 Speaking clearly and concisely
 Using non-verbal communication to assist with understanding
 Asking questions to identify the required information
 Responding to questions as required
 Using active listening techniques to confirm understanding
At the meeting, your team (your assessor) will also give you some unexpected
information, which you will need to discuss, and identify additional or revised
actions. These should be discussed in the meeting and then confirmed in the
email you would write in the following activity.
 Purpose of the policy
The purpose of the policy will be to develop professionalism in the staffs of the OZ
house to bring the effectiveness in the organization. The staffs associated with it were
general manager, manager for the operation, the officer for the communication, the
marketing officer, promotions officer, administrator manager, and the receptionist.
 The scope of the policy
The scope of the policy will be to make the make the staff aware of the need for
professionalism in the mind of the staffs
Types of customer strategy undertaking
The types of developing customer strategy that is going to take place
Transparency in communication, developing communication and developing integrity
Process for developing customer strategy needs
The process for developing professionalism is
Planning
Prior learning
Discussion with the individuals
Developing a skill assessment
Self-evaluation
Criteria for determining the opportunity for professional development
Budget allocated
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The budget that was allocated for each staff was around $1000
Process for documenting and evaluating the outcomes from developing a customer
strategy
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BSBCUS501 Manage quality customer service
Student Assessment Tasks
3. Send an email to the customer service team (your assessor).
Following the meeting, you are required to send an email to the customer
service team, summarising the meeting outcomes, as well as all agreed actions.
It should summarise any adjustments that you intend to make to the customer
service standards in light of the information given by the team during the
meeting.
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
Sending finalized policy and procedure to the team
To,
The Manager,
The policy of the customer development strategy should need to be adjusting in the better
manner that will help to meet the outcome in future by participating in the customer
strategy program. The meeting will be of 30 mins. So we need every members
cooperation.
It is important to notify that the procedure for the policy has been completed by 27
December 2018 for each staff.
Secretary
Date 15.12.18
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BSBCUS501 Manage quality customer service
Student Assessment Tasks
Assessment Task 3 Checklist
Student’s name:
Did the student:
Completed
successfully Comments
Yes No
Check that services are being delivered
according to customer service standards,
including monitoring the performance of the
team against required customer service
standards?
Ensure the delivery of services to required
customer services by identifying suitable
actions to address underperformance?
Assist the team to achieve the required
standards by confirming required standards,
explaining the underperformance and
outlining actions required?
During the meeting, demonstrate effective
communication skills including:
 Speaking clearly and concisely
 Using non-verbal communication to
assist with understanding
 Asking questions to identify the required
information
 Responding to questions as required
 Using active listening techniques to
confirm understanding
Adjust services/customer service standards
according to consultation with the team?
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BSBCUS501 Manage quality customer service
Student Assessment Tasks
Student’s name:
Did the student:
Completed
successfully Comments
Yes No
Task Outcome: Satisfactory  Not Satisfactory 
Assessor signature
Assessor name
Date
33

BSBCUS501 Manage quality customer service
Student Assessment Tasks
Assessment Task 4 Instructions
Carefully read the following:
Last October, O house Clean signed up to some group buying website to increase the
demand for its services. There has been a marked increase in customers, but there has
also been a significantly increased number of complaints.
The following complaints have been logged in the complaints register since signing up to
the group buying web site as follows:
 Three customers have recently called to redeem their voucher. Customer service
officers have checked the vouchers and found that they are out of date. Customer
service officers have therefore advised customers that as the vouchers are out of
date, they are no longer able to use the vouchers. Two of the customers have
complained to the Department of Fair Trading that they are unable to redeem the
services paid for. Note that the company's refund policy on their website does not
refer to refunds about vouchers.
 Two customers have complained that they had to wait too long to redeem their
vouchers for an introductory clean. This is because in signing up to group buying
the demand for services resulted in delays.
 A customer called to complain that they had paid for an introductory clean but on
calling to book the service, ware told that that the voucher only covered a free hour
of cleaning and they would have to pay the full amount, requiring the customer to
pay an additional $70.
As Operations Manager, you have been asked to investigate and report on these complex
complaints, as it appears that the company had not investigated these situations before
signing up with the group buying web site.
Complete the following activities:
34

BSBCUS501 Manage quality customer service
Student Assessment Tasks
1. Write a complex complaint briefing report.
Your investigation should include an analysis of the legal situation, example
cases and recommendations for how to avoid this situation in the future.
Your briefing report should address:
a. Summary of the issues
b. Analysis of relevant legislation.
c. Issues with use of group buying web sites for businesses, including
benefits and pitfalls.
d. Recommendations for actions, including response to the customers,
as well as recommendations that can be adopted internally to avoid this
situation reoccurring.
1. Summary of the issues
Three customers have recently called to redeem their voucher. Customer service officers
have checked the vouchers and found that they are out of date. Customer service officers
have therefore advised customers that as the vouchers are out of date, they are no longer
able to use the vouchers
2. Analysis of the relevant legislation
Two of the customers have complained to the Department of Fair Trading that they are
unable to redeem the services paid for. Note that the company's refund policy on their
web site does not refer to refunds about vouchers.
3. Issues with the use of the group buying websites
Because of the nature of the internet and the sheer number of businesses already on the
World Wide Web, you may find it difficult to reach the right target audience with your
website. Competition within your market may be strong and the battle for the illusive No.1
spots on Google maybe a difficult one, against a wealth of other businesses in your
sector.
4. Recommendations
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BSBCUS501 Manage quality customer service
Student Assessment Tasks
a. Master the art of the possible.
b. Master the art of the possible.
c. Link your company’s customer strategy to its overall identity
d. Target customers with whom you have the “right to win.
e. find out exactly what goods and services are being offered and what is not
included in the deal
36

BSBCUS501 Manage quality customer service
Student Assessment Tasks
2. Send an email to your assessor.
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
To,
OZ General Manager,
It is reported to the General Manager, brief, method, and outcome have been provided for
better understanding. The operational plan and improvement of customer service planning
template have been attached in extracting understanding o f reward schemes and
recognition.
The meeting will be held in the conference room on 04.12.2018 discussing operational
plan and delivering a new reward scheme. Being the Marketing and Communications
Manager, documentation has been made regarding performance plan, membership
growth, programs, and events and ways of developing volunteers. Kindly follow the
attachment.
The above-mentioned personnel are requested to attend the meeting.
Thanking you
Secretary
37

BSBCUS501 Manage quality customer service
Student Assessment Tasks
Assessment Task 4 Checklist
Student’s name:
Did the student:
Completed
successfully Comments
Yes No
Research relevant legislation and
example cases in order to solve
complex consumer complaints?
Identify and report on solutions based
on analysis of legislation and example
cases, including appropriate solutions
for customer, as well as internal
solutions?
Task Outcome: Satisfactory  Not Satisfactory 
Assessor signature
Assessor name
Date
38

BSBCUS501 Manage quality customer service
Student Assessment Tasks
Assessment Task 5Instructions
Carefully read the following:
Based on the customer service issues identified as a result of the customer complaints
issue, O house Clean has decided to be proactive and identify customer needs through
the use of a customer feedback survey. As Operations Manager of Oz house Clean, you
are required to develop the customer survey.
Complete the following activities:
1. Conduct research
Use the internet to research real-life customer surveys used by businesses, as
well as how these surveys are administered (e.g., online) and how often.
Identify best practices in customer surveys regarding questionnaire design and
survey method and frequency. Make notes on your findings
To research the organization the team has surveyed to acknowledge the development
process for generating the feedback of the customers the secondary research was used
for conducting the survey and 300 people were interviewed for surveying the business in
which, 49 responded.
There was the specific budget that has been allocated for each staff as well as customers
that were being associated with the OZ. Therefore, the budget that has been allocated to
each staff and customers were around $ 1000.
2. Develop a customer survey
39

BSBCUS501 Manage quality customer service
Student Assessment Tasks
Based on the areas identified in the task instructions (i.e., quality of service, the
ability to meet timelines, staff performance and cost of services), develop a
customer survey.
Your survey should include at least 10 questions.
You may also include rating criteria for a customer to rate their responses.
Send the customer survey to your assessor via email. Your email should outline
the purpose of the survey and include your recommendations on how often the
survey should be administered and by what method based on the research you
undertook. You should include a clear rationale for your recommendations.
Customer survey
A. How would you like to rate the following services of OZ
Very
dissatisfie
d
Dissatisfie
d
Neutra
l
Satisfie
d
Very
satisfie
d
Quality
services
User
services
Staffs
Timeline
s
Cost of
services
B. View of OZ services
 Good
 Very good
 Poor
C. Can you tell me about your previous services experiences?
D. How much you rate the services of OZ?
E. If you have to rate the price of OZ products between 1-10?
F. For what purpose you used the services of OZ?
40

BSBCUS501 Manage quality customer service
Student Assessment Tasks
G. If you have to rate the performances of OZ staffs between 1 to
10?
H. Are you completely satisfied with the quality of the products?
I. Do you want to use the product in the future?
J. How can the services be improved?
Recommendation
As per the customer survey, the responses were not up to mark. This is because most of
the consumer did not respond well and were giving neutral responses.
3. Send an email to your assessor.
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
Your email should outline the purpose of the survey and include your
recommendations on how often the survey should be administered and by what
method based on the research you undertook. You should include a clear
rationale for your recommendations.
41

BSBCUS501 Manage quality customer service
Student Assessment Tasks
To,
The general manager,
It is reported to the General Manager, Operations Manager, team leader, High-
Performance Administration Manager that the brief, method, and outcome has been
provided for better understanding. It is to be recommended that the quality of our products
are degrading we are not focusing on to improve the service quality. Hence, for this
reason, we are losing customers. Being the Marketing and Communications Manager,
documentation has been made regarding performance plan, quality improvement, and the
staff performances. Kindly follow the attachment. The duration of the meeting will be of 30
mins.
The above-mentioned personnel are requested to attend the meeting on 04.01.19.
Thanking you
Marketing and communication manager
Carefully read the following:
It is six months later, and a customer survey has been completed by sending out a one-off
survey to 300 customers by email.
49 customers responded to the survey, and the findings are as follows:
Overall satisfaction with Oz house Clean services
26 satisfied, 18 somewhat satisfied, 4 dissatisfied and 1 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that
they are totally satisfied is 42%.
Ease of doing business with Oz house Clean
20 satisfied, 19 somewhat satisfied, 8 dissatisfied and 2 dissatisfied
Industry benchmarks show that the average number of customers who indicate that
they are totally satisfied with the ease of business is 47%.
Customers who said they would use Oz house Clean Services again are:
42

BSBCUS501 Manage quality customer service
Student Assessment Tasks
42 satisfied, 6 somewhat satisfied, 1 dissatisfied and 0 dissatisfied
Industry benchmarks show that the average number of customers who indicate that
would use services again is 72%.
Customers who said they would recommend Oz house Clean to others
38 satisfied, 8 somewhat satisfied, 3 dissatisfied and 0 dissatisfied
Industry benchmarks show that the average number of customers who indicate that
they would recommend the company to others is 63%.
Other comments made in response to question inviting customer suggestions:
 Cleaning staff great, but phone service a bit average
 Customer service staff could do with a bit more knowledge about products sold by
the company, good on services knowledge but not on products
 Optional extras such as ironing would be great as an add-on service.
Complete the following activities:
4. Write a Customer Survey Report.
Review the scenario information and analyze the results of the survey as
follows:
 An analysis of the results against industry benchmarks for overall
customer satisfaction, ease of doing business and customer loyalty.
 Your overall analysis of how the company is performing regarding
customer service.
Develop a short report (1 – 2 pages) to discuss the results of your analysis.
Your briefing report should include, as a minimum:
 An analysis of the report
For the OZ Company, the customer survey report has been accomplished to
300 customers through email, in which 49 responded. From the report, it has
been analyzed that Overall satisfaction with Oz house Clean services26 totally
was satisfied and 1 was dissatisfied. Industry benchmarks show that the
43

BSBCUS501 Manage quality customer service
Student Assessment Tasks
average number of customers who indicate that they are totally satisfied is 42%.
Regarding ease of doing business with Oz house Clean20 satisfied and 2 were
dissatisfied. Industry benchmarks show that the average number of customers
who indicate that they are totally satisfied with the ease of business is 47%.
Customers who said they would use Oz house Clean Services, in which 42
satisfied and 1 dissatisfied.
(Source: Sharma, & Lijuan, 2015)
Recommendation
From the above results, it is to be recommended that, we should more focus on the
improvement of the staff performances to improve the service quality. We should also
focus on to provide add-on services to the customers. From the analysis, it has been seen
that we should focus on to improve the quality of the customer service.
5. Send an email to your team (your assessor).
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
44

BSBCUS501 Manage quality customer service
Student Assessment Tasks
To,
The general manager
It is reported to the General Manager, Operations Manager, team leader, High-
Performance Administration Manager that the brief has noticed we should highly be
focused on to improve the staff performances. Hence, we are getting the negative
responses from the customers, and so there is drop down in sales by 42 percent. Being
the Marketing and Communications Manager, we need to discuss the matter with the
team. Kindly follow the attachment.
The above-mentioned personnel are requested to attend the meeting on 04.01.19, the
duration of the meeting will be of 30 minutes.
Thanking you
Marketing and communication manager
45

BSBCUS501 Manage quality customer service
Student Assessment Tasks
Assessment Task 5Checklist
Student’s name:
Did the student:
Completed
successfully Comments
Yes No
Develop a customer survey to obtain
customer feedback?
Identify areas where customer feedback is
needed and develop questions accordingly?
Identify and use best practice strategies for
customer surveys, including questionnaire
design, method, and frequency?
Analyze data from consumer survey and
identify implications for services provided?
Report on the outcome of the customer
survey and give recommendations for future
improvement?
Task Outcome: Satisfactory  Not Satisfactory 
Assessor signature
Assessor name
Date
46

BSBCUS501 Manage quality customer service
Student Assessment Tasks
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Student Assessment Tasks
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Student Assessment Tasks
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