Customer Service and Communication Strategies - BSBCUS401

This assignment solution addresses key aspects of customer service, including identifying and addressing challenges, meeting customer needs, and establishing effective communication strategies. The solution provides insights into handling customer dissatisfaction through feedback mechanisms and suggests methods for improving service delivery. It outlines strategies for meeting customer needs by offering new services and actively listening to customer feedback. Furthermore, the assignment details referral networks and offers an example of effective customer communication. Additionally, the solution discusses the importance of structured team meetings and highlights the application of the 80/20 Pareto Principle in marketing and customer relations, with a focus on maximizing profitability through targeted strategies. This assignment is contributed by a student to be published on the website Desklib.

BSBCUS401 – TASK 1
PART A – KNOWLEDGE TEST
1. What the possible challenges in delivering customer service, and how would
you address them in a positive manner?
Customer dissatisfaction: develop a method of receiving complaints and
suggestions from customers. After receiving them, analyse and think of ways to improve. It
can be addressed by identification of needs of customers so that they can be provided with
services accordingly. For this, feedback can be taken.
Problems with legislation: Monitoring and evaluation daily, since social media are
very sensitive to any change in the environment that your business is. This is important
aspect that all the laws must be adhered to while delivering services as it will lead to render
operations in an affirmative way. For addressing this, all modifications within laws must be
considered.
2. Explain possibilities for meeting customer needs:
 Formulate new services and products as per feedback with respect to older offerings.
 Pay attention as well as listen what is being said by customers so that there needs
can be identified in an impelling manner.
3. List Three networks that can ensure referrals of customers within and outside
the organization:
a. Customer database / CRM
b. Social Media (Linkedin, Instagram, Internal Chats)
c. Events (Endomarketing and for Outside Target)
4. Record communication with customers that suits business needs?
While rendering services to their consumers, it is necessary to have an effectual
communication with them. For an instance:
Business member: Hello sir. How can we help you?
Customer: I need a grilled sandwich with a cappuccino.
Business member: Sir your order will be ready in 15 minutes.
Customer: Okay
Business member: Sir, do you need anything else?
Customer: No
Business member: Thank you sir.

The example illustrate a polite way to communicate with the customers. This leads to
creation of an affirmative view with respect to business and services delivered by them.
4. Hold a creative team meeting that’s purpose is clarifying the information from
the initial meeting notes (case study):
Appropriate environment must be created where meetings can be carried out. Icebreakers
can be used through which awkwardness of individuals can be eliminated. Agendas must be
used and they have to be structured. Each individual must be given opportunity to share
their viewpoints.
- 80/20 Pareto Principle
For example, in MKT Area: 20% of the marketing plans represent 80% of the results
- 80% of customers one off transaction
We need create plans for from this transition, greater profitability.