Manage Quality Customer Service: Assessment Task 1

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Manage Quality Customer Service

Assessment Task 1
Written Questions
1. Explain the purpose of the Australian Consumer Law and how it protects
consumers’ rights.
Australian states and territories responsible for legislation protecting goods sales, under
the trade practice act 1974 where Australian consumer law proceed on fair trading. It
gives protection to consumers by the right to repair, replacement and refund.
2. Outline the consumer guarantees that apply for both products and services under
the Australian Consumer Law.
Australian consumer law set consumer rights, and it is known as consumer guarantees.
In this right, consumers have rights to repair, replacement, refund and compensation for
the damages as well as loss which able to cancel damaged service (Wirtz, 2015).
3. List the types of products and services covered by the consumer guarantee.
There are various types of products which covered guaranteed:
Business vehicle,
Products which is under $40,000,
Over $40,000 for bought towards personal and householders.
Products must be safe, without faults, and qualitative (Dimitrakopoulos et. al., 2016).

4. Explain why it is unlawful for a retailer to display a sign to say that no refunds are
provided.
No refunds signs show illegally. It is essential for the business to give a consumer a
refund, repair the products and replacement. Companies do not display signs towards
refund policy. If they do, signs must not mislead (Twigg & C., 2017).
5. Discuss whether consumers are legally entitled to a refund or replacement if they
change their mind when buying a product or service.
If consumer changes their mind, the retailer has no legal restrictions to give customer
money back, if products are faulty and customer have no receipts. Still, they have the
right to repair, refund and replace the product under consumer right act.
6. Discuss the statement below in relation to guidelines about consumer
guarantees. Provide an example to illustrate your answer.
Example: Suppose customer bought an expensive blender, but blades snapped after a
few days. Blender won’t work correctly without blades. In that case, it under Australian
consumer law, it is rights for consumers to change the products (Kariyawasam and
Wigley., 2017)

7. “Some suppliers or manufacturers tell the consumer an extended warranty
provides extra protection, which the consumer would not have unless they buy
it.”
Suppliers perceptions towards consumers extend warranty is right because since when
the consumer did not buy particular products; suppliers do not give them warranties.
Extra promises towards items called express warranties.
8. 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.
Benefits are: It creates a focused customer environment, and reduce the operational
cost.
Steps are: Listen to customer’s complaint, empathize the situations, offer them the
solution and execute it. In the last step, follow-up and give thanks to the customers
towards the business (Bianchi, 2018).
9. 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 sales people could follow. Your answer should be in easy to
follow steps.
The procedure is Smile when greeting the customers, well dress up, recognize
customer fast, always remember customers choices means likes and dislikes, show
products to customers.

10. Explain the concept of service standards and their importance. Identify two
examples of services standards.
Service standards are essential for customers, employees and management towards
business.
Two examples are stock availability: It is essential for the retailers to manage products
stocks for customers.
Delivery reliability: Fast delivery support to gain customers trust.
11. Explain why a company committed to best practice customer services may
choose to measure its service standards.
Company is committed for best practice customer services are essential because it
provides to retain potential customers and increase customer interest. It helps in
continuous improvement, ensure customer satisfaction (Williams, et. al., 2015).
12. Explain the concept of public relations as a method of marketing communication.
Public relations are a vital and strategic communication process which builds profitable
relationships within organizations and the public. It helps to manage communication
between the company and the public for business purpose.
13. Explain five methods by which a company can promote its products.
Methods are:
Offer customers particular information

By email marketing, promotions in stores, conduct events, programs, share customers
reviews.
All methods help to the company to promote products.
14. Explain how customer service can impact on the public relations image of a
company.
Unhappy workforces do not deliver excellent customer service and customer
experience. PR affects the staff as well as customers.
Positive workforce increases productivity and helps in retaining the staff (Mustak, 2017).
15. Explain how you could overcome verbal communication barriers with customers.
Clear the messages; it is essential for the company to communicate with customers and
stripped down towards bare. Collect the information, speak slowly, and clear the data. It
is also necessary to avoid the risk of jargons.
16. Explain how you can overcome barriers to communication with customers who
have a hearing impairment.
It has some steps to overcome barriers towards communication:
Face the hearing impaired directly to the person, it is also necessary do not talk from
another room; speak clearly, slowly without shouting. Say person names before starting
the conversation (Dong and Sivakumar., 2017).
17. Outline four keys way of providing excellent customer service.

Four keys of excellent customer services are:
Know the details of products and services, show respect in front of customers, listen to
them carefully, and be friendly with them. All these essential keys and methods give a
positive response to customers.
18. Explain why an unhappy customer is not good for business.
It decreases the image of the business; it also reduces the customer's interest. It gives a
negative response to company business. The unhappy customer feels the wrong picture
and decreases the belief of the brand as well as the company.
19. Explain the importance of understanding customer behaviour and two techniques
that can be used to analyse customer behaviour.
Importance: To create effective strategies and maximize profits. It also helps to know
customers buying decisions and how customers perceptions towards products.
Techniques: Anchoring and hosting, changeable discounting all these techniques help
to analyse customer behaviour.
20. Explain three key customer research methods.
Three customer research methods are Primary method, secondary method and postal
surveys. All these methods help and support to collect the relevant information towards
customers perceptions and observations (Heidenreich et. al., 2015).
21. Explain the importance of recording and monitoring complaints.
Recording and monitoring complaints are essential because it provides to see and
check to make or break point when enter ensuring loyalty towards the company brand.

Assessment Task 2: Customer service strategy planning project
1. Write a Regulation report:
a) Legislation and regulations that the company needs to stay by delivery of
services; some law is:
Taxation government business enterprise act 2003, this act shows that which taxes are
relevant to pay. GST (goods and services tax) and FBT (fringe benefits tax) are
included in it. The company should adopt Australian consumer law.
The company conducting a meeting with staff:
b) Meeting agenda
Date: 2nd June 2019
Time: 9olk AM
Subject: An overview of legislation and regulatory
It is informed for all the staff of Oz house clean company to know and understand some
essential rules and norms for better customer services.
Company manager
XYZ
c) Trader Joe’s company use effective customer services, which include happy staff =
happy customers.
Rack space also uses the importance of customer loyalty strategy (Ennew, et. al.,
2015).

2. Develop a customer service strategy.
Ozhouse Clean
Customer service and communication policy and procedure
Strategies
(what)
Actions
(how)
Priority
(L/M/H)
Time
Frames
(when)
Performanc
e Indicators
(measureme
nt)
Provide good
product
knowledge
Give resources to staff
members to educate
them. High priority
When
customers
asked
questions.
It create
positive
environment
and make
them happy.
Trained
employees in
customer
sympathy
Provide tools to share
customers happy and
reduce their
customer’s tension.
Medium When
customers
feel
frustrated.
It helps to
gain
customers
interest and
retain
potential
customers.

Create
infrastructure
By some digital
technologies support,
software, websites and
call back methods
High priority When
customer
calls for
quarries.
It provide
satisfactions
for
customers
and increase
their interest.
3. Send email:
To: Management team
From: General Manager
Date: 5th June 2019.
Subject: For customer service strategy
It is informed to all the company staff in discussing the customer service strategy. The
company decided that they have not used any strategy for its business. In that case, it is
essential for company business growth to use effective customer services strategies
into its plans.
The company have decided proper infrastructure, customer’s sympathy and knowledge
towards products strategies. So it is mandatory for all staff members to understand and
read information towards approach carefully.
HR manager

4. Meet with the Management Team
Send an email to the customer service team:
It is informed by the general manager of the company to give information related to
customer service strategy for their staff members to understand the legislation and
regulations of customer services.
The meeting is conducted on 16th June 2019 at 9’olk in the conference room of Oz
House Company. So it is mandatory for all the team members to attend and show their
presence.
For all the staff members, it is informed that effective customer services provide benefits
to the company. It helps to retain them, gain customers interest and maximize
productivity.
1. Customer’s feedbacks are gain by their reviews and rating system.
2. Excellent customer services team strategies help to gain new customers interest.
Some useful strategies help to achieve company goals and objectives. It also fulfils the
company mission and visions.
Plans help to achieve quality, time and cost by various methods. CRM software
provides facilities to know about customer interest, their needs and wants. It helps to
improve customer interaction and build a secure connection with them.
So it is essential for all the staff members to understand and take knowledge towards
effective customer services and use into their responsibilities.
HR manager

5. Revise customer service strategy:
Strategies
(what)
Actions
(how)
Priority
(L/M/H)
Time
Frames
(when)
Who take
responsibi
lities
Performance
Indicators
(measuremen
t)
Provide good
product
knowledge
Give resources to
staff members to
educate them. High
priority
When
customers
asked
questions.
Company
manager
It create
positive
environment
and make
them happy.
Trained
employees in
customer
sympathy
Provide tools to
share customers
happy and reduce
their customer’s
tension.
Medium When
customers
feel
frustrated.
Training
manager
It helps to gain
customers
interest and
retain
potential
customers.
Create
infrastructure
By some digital
technologies
support, software,
websites and call
back methods
High
priority
When
customer
calls for
quarries.
Software
developers
It provides
satisfactions
for customers
and increase
their interest.