Customer Complaint Management: BSBCMM301 Assignment - Detailed Answers

This assignment, designed for the BSBCMM301 module, comprehensively addresses the process of handling customer complaints. It covers a wide range of topics, including common types of complaints, essential documentation practices, and the importance of reviewing and analyzing complaints. The assignment delves into organizational policies, decision-making processes, and negotiation strategies for achieving successful outcomes. It also explores the significance of maintaining a complaints register, informing customers of investigation outcomes, and handling non-negotiable matters. Furthermore, it examines external referral processes, the implications of poor customer service, and various resolution options, including relevant legislation and enterprise policies. The assignment provides a detailed overview of effective communication techniques and the elements of a 'just' resolution, offering a complete guide to customer complaint management.

BSBCMM301 – Process customer complaints
Name: Surname:
Student ID:
Qualification: BSB30115
Training Package: BSB Business Service
Due Date: Week 9 Assessment Type:
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Assessment Guidelines
Please read the following assessment guidelines carefully.
1. The purpose of this activity is to assess your knowledge and skills in Process customer complaints
2. If you have any considerations that may affect your performance in the assessment, please i
assessor immediately. Your assessor will provide you with a suitable alternative to complete this asse
3. Your assessor will mark your assessment and provide feedback and a grade to you via the a
submission on Moodle.
4. If you feel the decision made by your assessor was incorrect you have the rights to appeal the gradin
filling out an appeal form which will then be handle by the Academic Manager.
5. A “NYS” (not yet satisfactory) result of this task may be returned to you for a re-assessment. Re-asse
must be submitted by an agreed date with your assessor.
6. The re-assessment work must address the specific performance tasks beyond doubt for the assessor
a satisfactory (pass) result. A repeat NYS outcome could lead to an administration fee for further reas
7. All work must be done individually. Copied work will not be accepted and
By adding my name to this document, I hereby declare the work is my own and has not been
from any other source.
Student NAME:_______________________________________ Date:_________________
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BSBCMM301 – Process customer complaints
Task A – Knowledge Question
1. Provide 4 examples of common customers complaints.
2. When taking details of a customer complaint, what needs to be documented?
3. Why is it important to document customer complaints?

BSBCMM301 – Process customer complaints
4. Why is it important to review customer complaints?
5. How does your organisation document customer complaints?
6. When making decisions about customer complaints, what do you need to conside

BSBCMM301 – Process customer complaints
7. At what level are you able to make decisions about customer complaints within yo
role?
8. What policies are in place within your organisation to determine how decisions
about customer complaints are made?
9. How should you prepare for a negotiation with a customer to resolve a complaint?

BSBCMM301 – Process customer complaints
10.What steps would you go through in a negotiation to achieve a successful outcom
11.Why is it important to document the outcome of the negotiation?
12.What is good practice for maintaining a register of complaints/disputes

BSBCMM301 – Process customer complaints
13.Who is responsible for maintaining the register of complaints in your organisation
and what form does it take?
14.How should a customer be informed of the outcome of an investigation into a
complaint?
15.What process is in place in your organisation if a customer is not satisfied with the
outcome of their complaint?

BSBCMM301 – Process customer complaints
16.What sort of complaints would require referral to external personnel?
17.Identify external bodies to which complaints can be referred.
18.What types of complaints would your organisation refer to the policy? Who is
responsible for doing so?

BSBCMM301 – Process customer complaints
19.What sort of documents may be included in the investigation report of a complain
that needs to be referred to an external body?
20.What is a “just” resolution?
21.State as many elements of poor customer service as you can.

BSBCMM301 – Process customer complaints
22.What are the implications of poor customer service on the customer and the
organisation?
23.What do you need to consider when analysing options for a resolution?
24.What do you need to explain when making resolution proposals to a customer?

BSBCMM301 – Process customer complaints
25.What resolution options may be available?
26.What legislation and enterprise policies do you need to consider when making
resolution proposals?
27.Why might the resolution of a complaint become non-negotiable?

BSBCMM301 – Process customer complaints
28.To whom in your organisation would you refer a matter that has become, or starte
as, a non-negotiable matter?
29.Name and briefly explain one (1) legislation that could have an impact on a custo
complaint?
30.List 4 communication techniques (for example email) which you can choose from
when resolving a customer’s complain?