BSBCUS501 Customer Service Project: Retail Store Complaint Management

This project focuses on developing customer service strategies for a fashion retail store. The assignment begins with preparing a complaint and feedback form to track customer issues, returns, and feedback. The project then moves on to creating a customer service charter, outlining the store's commitments to its customers, and a detailed returns procedure. The assessment tasks, designed for a simulated environment, cover key aspects of managing customer service, including complaint resolution, quality service, and feedback mechanisms. The student is required to demonstrate their understanding of customer service principles, create practical documents, and apply relevant research to address the given scenarios. The project aims to enhance the student's ability to manage customer interactions effectively and improve overall customer satisfaction within a retail setting. The student has utilized resources like Hoyle (2017), Jaca and Psomas (2015), Duggal and Verma (2019), and Aquilani et.al. (2017) to support their work.

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Details of
Assessment
Assessment Type Portfolio and Simulated
Activities (Individual)
Due Date Week 4 Room
Details of Subject
Subject Name Customer Service
Details of Unit(s) of
competencyUnit Code (s) and
Names
BSBCUS501 Manage
Quality Customer
serviceDetails of Student
Details of Assessor
Assessor’s Name
Assessment
Outcome
Assessment
Result Competent Not Yet Competent Marks /50
Feedback to Student
Progressive feedback to
students, identifying
gaps in competency
and comments on
positive improvements:
Assessor Declaration: I declare that I have conducted
a fair, valid, reliable and flexible assessment with this
student.
Student attended the feedback session.
Student did not attend the feedback session.
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Purpose of the Assessment
The purpose of this assessment is to assess the
student in the following learning outcomes:
Competent
(C)
Not Yet Competent
(NYC)
1.1 Investigate, identify, assess, and include the
needs of customers in planning processes
1.2 Ensure plans achieve the quality, time and cost
specifications agreed with customers
2.1 Deliver products and services to customer
specifications within organisation’s business plan
2.2 Monitor team performance to consistently meet
the organisation’s quality and delivery standards
2.3 Help colleagues overcome difficulties in meeting
customer service standards
3.1 Develop and use strategies to monitor progress
in achieving product and/or service targets and
standards
3.2 Develop and use strategies to obtain customer
feedback to improve the provision of products and
services
3.3 Develop, procure and use resources effectively
to provide quality products and services to
customers
3.4 Make decisions to overcome problems and to
adapt customer services, products and service
delivery in consultation with appropriate individuals
and groups
3.5 Manage records, reports and recommendations
within the organisation’s systems and processes
Assessment/evidence gathering
conditions
Each assessment component is
recorded as either Competent (C)
or Not Yet Competent (NYC). A
student can only achieve
competence when all assessment
components listed under “Purpose
of the assessment” section are
recorded as competent. Your
trainer will give you feedback after
the completion of each
assessment. A student who is
assessed as NYC (Not Yet
Competent) is eligible for re-
assessment.
Resources required for this
Assessment
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 Computer with relevant
software applications and
access to internet
 Weekly eLearning notes
relevant to the
tasks/questions
Instructions for Students
Please read the following
instructions carefully
 This assessment has to be
completed In class
At home
 The assessment is to be
completed according to the
instructions given by your
assessor.
 Feedback on each task will be
provided to enable you to
determine how your work
could be improved. You will
be provided with feedback on
your work within two weeks of
the assessment due date. All
other feedback will be
provided by the end of the
term.
 Should you not answer the
questions correctly, you will
be given feedback on the
results and your gaps in
knowledge. You will be given
another opportunity to
demonstrate your knowledge
and skills to be deemed
competent for this unit of
competency.
 If you are not sure about any
aspects of this assessment,
please ask for clarification
from your assessor.
 Please refer to the College re-
assessment for more
information (Student
Handbook).
INSTRUCTIONS:
This assessment is to be completed by Week 4. Kindly check eLearning for details.
Explain thoroughly what is required. If you are using other websites or books, kindly indicate these references. You may need
to conduct some research of your own to complete these tasks. Books and the Internet are useful sources of information.
Cut and paste answers and COPYING from classmates, even from the previous terms, will have NO MARKS. Late
assessments will get a maximum mark of 25/50.
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ASSESSMENT TASKS (10 TASKS = 10 x 5 = 50 marks)
TASK1. Assume you are the store manager of a fashion retail store. The store is relatively new in this
area and you have witnessed that there are several complaints about customer service. These
complaints are regarding compliant resolution, complaint records, service quality, prompt service, and
customer feedback.
Your task is to prepare a complaint and feedback form for the store to have appropriate
recordkeeping and tracking of complaints, returns, requests and feedback.
TASK 1, TASK 2 and TASK 3 is within one organisational context and are in a sequel.
Customer Service
Customer Service refers to the type of services which has been provided by the companies to
their customers before, during and after the purchasing of goods and services offered by the
organization to them (Hoyle, D., 2017). It is basically related to the process of making sure about the
customers satisfaction and customer experience with the company, employees, products or services
and business environment. This service can be in the form of face to face conversation, phone
conversation or customer care system or other mediums. It is very important for the company in order
to maintain a good relationship with customers and ensure about the customer satisfaction (Jaca and
Psomas, 2015).
Preparation of a Complaint to the store manager of General Pants Co.
From
John Damon,
Brisbane, Queensland,
Australia.
To
The store manager,
General Pants Co.,
Sydney, Wales,
Australia.
Preparation of Feedback Form
Dear Sir,
Subject: Defective product complaint
I bought a product from your store in 15th August 2019. The product is not qualitative as demonstrated
by one of your employees. When I talked about this to the employee at your store, he
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miscommunicated with me and didn't take any action regards the products. Hence I bring this scenario
to your attention. I believe that I would get an immediate action from you. I have attached the copies
of receipts.
Thanking You.
Sincerely,
[Signature]
John Damon
Feedback Form
Customer Service Feedback Form
Thank you for you visit at General Pants Co. We all value our customers.
Please tell us the date and location of your visit.
Date: Location:
1. Were you satisfied with the customer service of our company ?
Yes
No
Somewhat
If No, Please Details:
2. Did we provide customer service to you with accurate manner ?
Yes
No
Somewhat
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If No, Please Details:
3. Did we respond to your customer service needs today ?
Yes
No
Somewhat
If No, Please Details:
TASK 2. As the store manager of the fashion retail store, you have prepared a form for the store in
previous task. In this task you are to develop a customer service charter and a returns procedure
for the store.
A customer service charter is really a description of the business that you provide to customers, how
it's delivered to those customers, and what are the expected outcomes from a customer's perspective.
A customer service charter lists an organisation’s service standards, attitudes and systems that must
be in place to guide the customer service effort and the actions of staff. Sample customer charter
(http://www.qantas.com/travel/airlines/customer-charter/global/en)
A returns procedure is step by step guide on how the customer returns will be processed in the store
including the recordkeeping and the conditions of the return. Sample returns procedure
(http://cottonon.com/AU/customer-service/information-about-returns.html?region=AU)
CUSTOMER SERVICE CHARTER:
Customer Service Charter is a kind of document which is related to the company's internal
policy. It outlines all the commitments of company towards the customers and all the standards
which company promises to look after it while carrying out the business activities related to the
customers (Duggal and Verma, 2019).
Customer Charter of General Pants Co.
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Our Purpose
To provide a broad range of products and stand the expectations of yours every-time, where you are at
the door of our stores.
Our Mission
To become the favourite place for the fashion-centric customers in order to provide them best values.
Our Vision
To enhance the employee engagement, customers' satisfaction and working environment in the stores.
Our Promise
1. We promise that we never compromise with the quality of the products.
2. We promise that we will always be strived for the best in the terms of customers.
3. We promise that we will protect all the personal information and data of customers.
RETURNS PROCEDURE:
Return Procedures refers to the process of taking back the purchased product from the
customer and giving them the facilities of refund or exchange as giving them payment back
(Aquilani and et.al., 2017).
Return Procedures of General Pants Co.
Step 1 — Firstly, customers has to visit the store of the company and along with that, they have to
bring the product. With the product, customers has to bring receipts too.
Step 2 — The next step, customers has to follow is that customers has to communicate with the
employees, give them the products which is required to return and get to know about the policy and
procedures of returning the items of the company.
Step 3 — The last step is that if the return policy has been met, customers will get the exchange of
the product or refund on the spot (Afèche, Araghi and Baron, 2017).
Return Policy of the General Pants Company are as follows -
In case of Exchange - Exchange will be applicable on the same products. It doesn't matter what the
price or size will be.
In case of Refund - Refund price will be same as purchase price.
If customer paid the amount through cards, then they have to bring the card
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for the refund amount.
TASK 3. Consider yourself as the team leader of the same fashion retail store. As you are aware that
we are having several complaints about customer service. For that reason you have previously
prepared a complaint and feedback form along with customer service charter and a returns
procedure.
Recently you have also witnessed that some complaints about product quality and service quality are
not being addressed adequately because no one follows up on the compliant resolution other than
you. You are too busy to handle each and every complaint resolution cases. Your manager advised
that the organisation is making a policy that the member who takes up on the complaint case is the
person responsible for the follow up and resolution process. If they do not have sufficient information
or enough authority, they may seek advice from the team leader or the manager or by calling the
manufacturer. You felt a bit relieved that you will not have to look into all complaint resolution cases.
However, you manager requested you to immediately prepare a “complaints resolution process” in a
flow chart so that each and every single customer service associate can follow the procedure.
Draw a flow chart diagram for a complaints resolution process for this fashion retail store. For
flowchart symbols, please refer to basic flowchart symbols below to draw the process.
COMPLAINT RESOLUTION PROCEDURE DIAGRAM:
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TASK 4. Case Scenario on monitoring teams to meet customer service requirements.
You are a shift supervisor in a call centre where there had been several issues with customer service.
The issues are mention in the table below.
Create a customer service plan for this call centre that meets internal and external customer
requirements and that should include how you will deal with quality, time and knowledge issues.
Describe how you will address the customer issues with your plan of action.
Category Key Performance
Indicators / Service
Standards
Current Customer
Service Issues and
scores of your team
Your plan of action
Customer
behaviour
and
service
quality
Always be neatly
dressed and well
presented.
Wear a name badge that
clearly identifies you
and/or your role.
Smile to the customer.
Use a friendly tone on
the phone - your voice
represents the
organisation
Several customers not
happy with the level of
service because:
they cannot identify
the person without
name badge
they are not being
greeted
Score received 5/10
Shift supervisor should hire an
employee who will check every
another employees' dress
whether they properly dressed
up or not. This includes name
badge as well.
Shift supervisor must provide
their employees training
regarding development of
communication skills in order to
make sure that they learn and
apply how to effectively
communicate with the
customers.
Supervisor should adopt
performance measurement
methods in order to measure the
performance of employees from
the perception of customers So
that they can identify which area
is required to improve. Along
with that they can adopt reward
system in their working policy in
order to motivate the employees
to well-behaved with their
customers.
Service
time
Answer the call in 2
minutes or forward to
another person within
2:30 minutes
Categorise the issue into
minor and major issue
immediately
Several customers
complained that
Their calls are not
answered by a staff in
5 -10 minutes
Some minor
complaints are not
Company should provide them
efficient training in which focus
should be on the working style,
working timing, delegation of
tasks to others, types of issues,
customers can face and how to
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Provide the service at
the same call if it is a
minor issue
resolved immediately
Score received 4/10
record about the problems and
information related to the
customers.
Along with above mentioned
training, company should focus
on the problems solving skills
and decision-making skills. Along
with that, supervisor can provide
employees real case study
related to the customers
problems and ask them to solve
the case study.
Product
knowledge
Gain product knowledge
on the products/services
that you will service
If knowledge is
insufficient, register for
next training sessions.
Several customers
complained that
The staff lack product
knowledge
Score received 3/10
Before hiring the employees, HR
manager of the company should
look upon the procedures of their
recruitment and selection
process in order to get to know
about the criteria on which
employees of the human
resource department are hiring
them in the organization.
Before assigning any kinds of the
tasks to the employees,
Company as well as Manager
both should provide them
training program in which they
will be taught about the products
and services offered by the
companies through the coaching
methods.
Also, supervisor should take
weekly tests of the employees in
order to assess their knowledge
for the products and services in
order to determine whether a
particular employee is required
for training or not (Tseng, 2016).
TASK 5. Case Scenario on problem identification and solutions to customer service.
Fly Sydney Airlines operates charter and regular flights to rural Australia departing from Sydney
Airport. A large client is Opal Mining Pty Ltd, which uses Fly Sydney’s services on a daily basis. Over
recent months, Fly Sydney executives have noticed a reduction in bookings and identified through
their information management system that Opal Mining bookings are down more than 50 per cent on
the same time last year. An executive sends an email asking for feedback from his Opal Mining
booking contact. The aim is to determine if the decrease is due to a service problem that could be
addressed in order to regain this business. Opal’s managing director calls the next day to provide
personal verbal feedback. On the record of conversation he states: ‘I joined the last crew to go out to
our site and was appalled at the level of service given to my staff by your in-flight service personnel.
The person in question joked with customers, often appeared to flirt with my men and seemed flippant
when discussing the aircraft’s safety procedures’. The conversation ends with Fly Sydney agreeing to
investigate and get back to Opal’s executives within the next 24 hours.
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