BSBCUS501 - Ozhouse Clean: Customer Service, Regulations and Strategy

This report addresses the Australian Consumer Law and its implications for a cleaning service company, Ozhouse Clean. It summarizes key regulations, including consumer guarantees, remedies for defective services, and rules of advertising. The report examines the implications of businesses making false impressions and provides insights into advertising standards and the use of social media. Furthermore, it outlines customer service strategies, including training needs, customer feedback mechanisms, and quality program development. The report also includes a customer service strategy table, detailing actions, priorities, timelines, and performance indicators. The report emphasizes the importance of customer service as a core asset and highlights key customer needs such as value for money, timely delivery, and trustworthy service. Finally, it references relevant literature on consumer law and service quality, providing a comprehensive overview of the topic.

ASSESSMENT 2
Legislative and Regulatory context.
The Australian Consumer Law.
A summary of rules and regulations for the delivery of services.
The Australian Consumer Law arrays out customer privileges that are called consumer sureties.
These include your rights to a mending, auxiliary or reimbursement as well as recompense for
harms and loss and being able to terminate a defective service. They include:
Consumer guarantees. This regulation states that when you purchase goods and services, you
are given assured warranties and guarantees that they will put effort and deliver what you
requested for. If you buy a product that isn't right, you have purchaser rights.
In Repair, replace, refund, it states that if a good or service you purchase does not meet
consumer guarantee, you have a privilege to request for repair, spare or reimbursement under the
Australian Consumer Law. The remedy you're entitled to depends on the seriousness of the issue.
As a customer you have certain a privilege to withdraw a service.
Compensation for damages & loss
You can seek recompense for indemnities and losses you suffer due to a loss is a product you
purchased had a defect and if the provider could have realistically foretold the problem. This is
in totaling to your restoration, replacement or reimbursement privileges. Regarding Warranties,
under the Australian Consumer Law, spontaneous consumer warranties apply to a lot of products
you purchase notwithstanding of any other warranties providers sell or offer to you.
Products & services bought before 2011
When it doesn’t work with the things you purchased before 1 January 2011, you may still have a
privilege under the preceding consumer protection law called the Trade Practices Act.
(b) Implications of business if they make false impression.
Any declaration in lieu of company’s product or service should be correct, truthful and able to be
authenticated. If the businesses misinform the customers by giving dishonest information, they
end up being penalized. Customers can also protest to the pertinent organization and litigate
them for making a deceitful impress especially in publicity and promotion. Customers can also
can annul the deal and then sue for injuries.
In the long run, Untruthful or disingenuous exemplifications and illusory promoting practices
can have serious economic concerns and effects, especially if they were meant for large

audiences or when they take place over a long time. They can distress both business opponents
who are engaging in authentic publicity efforts, and consumers.
Rules of Advertising.
Advertising & promoting your business
Authentic promotion and advertising practices are not just fit for traders but also they are
requisite by law. The Australian Consumer Law covers a number of guidelines that businesses
must follow when promoting advertising and marketing products and services.
False or misleading statements
Any declaration expressive to your goods or services should be correct, truthful and able to be
authenticated. There are penalties for companies that deceive buyers. It does not matter whether
a false or misleading statement was premeditated or not intended.
Social media
Social media gives all traders a straight way to interrelate with prevailing and potential
customers, and endorse their goods and services. Any business using social media channels like
Facebook, Twitter and YouTube have a duty to ensure what is in on their pages is perfect,
unrelatedly of who put it there.
Managing online reviews
Customers also depend on online evaluations to make buying decisions. Businesses and
evaluation platforms need to manage well their online reviews to avoid consumers from being
deceived.
Door-to-door & telemarketing sales
If your company decides to directly approach their customers, such one on one or over the
phone, to get a sale, there are certain requirements you need to fulfill with.
Country of origin claims.
Consumers may be inclined to various aspects when purchasing goods or service, including
assertions about where a product was developed, manufactured or prepared. If you choose to
make source country representation, or are lawfully obligated to do so, it must be perfect,
flawless and straightforward.
CUSTOMER SERVICE STRATEGIES.

 Customer service is the core asset for a company.
 We train our staff to ensure happy customers.
 Customer loyalty should always be recognized.
 Our infrastructure is wholly directed to support customer service
 Customer issues are resolved at first point of contact.
 We are committed to delivering on our promises
 Customer feedback and complains are important to us.
 We always measure our performance in order to continue improving.
Cleaning services customer needs.
 Value for money.
 Timely delivery of service.
 Personal tailored service.
 Privacy on their Private information.
 Trustworthy service provider.
 Kept promises on delivery.
 Proven track of record.
CUSTOMER SERVICE STRATEGY
Customer service Strategies
(what)
Actions to take
(how)
Priori
ty
level
(L/
M/H)
Time to
be done
(When)
KeyPerformance
Indicators
(Measurements)
Identify and implement
customer service training needs.
Identify gaps – training
needs analysis?
 We shall train our staff
on product knowledge.
 We shall rain our staff
on how to handle
customer complains.
 Customer service
executives will be
trained on how to
answer customer’s
calls.
After TNA how will you
train the staff?
 All staffs will attend
trainings every week
to refresh on our
products.
 Once a new cleaning
product and machine
is acquired, all staff
High Quarterly
and or
when a
need arise.
PI to measure
complaints?
 Average
resolution time
tool.
 Current Active
issues.
 Current resolved
issues.
 Complain
escalation rate.
- PI to measure
job satisfaction?.
 Customer
satisfaction
score.
 Net promoter
score-likely to
refer.
 First response
time-speed of

will be trained on the
same.
 Customer service
executives will be
trained on phone
etiquette.
service delivery
Help customers to understand
the service they can expect and
ways that they can provide
feedback.
Develop a customer
service charter that
includes…… what are
the promises?
We shall respond to customer
queries promptly.
We shall adhere to our time of
3 hours in residential cleaning
We shall clean your office
within 2 hours
Over the counter enquiries will
be handled within 5 minutes.
How can customers
provide feedback?
Every customer who use our
service shall be requested to fill
a feedback form.
Feedback box and forms will
always be displayed at our
premises.
Customer satisfaction survey
will be done semi-annually.
3 How will Oz clean
handle complaints?
All complains must be brought
to the attention of operations
managers for resolving.
Customers with major
complains shall be visited by
the service delivery manager
and ensure he resolves the
issues at hand.
High Daily How will you measure
feedback. Through
 Customer
satisfaction
survey.
 Customer
satisfaction
score.
 Customer effort
score.
How will you measure
complaint resolution.
Through;
 Measuring the
number of
customer
complain.
 Note the time
taken to resolve
a customer
complain.
 Note the
complaint
responsive time.
Develop quality program Identify ways you will
measure cleaner’s
performance.
 We shall measure
cleaners performance
through;
 Punctuality-Keeping
time when serving our
customers
 Quality of work-
committing
High Quarterly. How will you
measure the quality
of service delivery?
 Use of tools
like
SERVQUAL
 Service quality
questionnaires.
 Through mystery
shopping.

 maximum efforts to
projects and daily
duties.
 Observe their personal
behavior
 Observing their
personal behavior.
What are some other
ways you can measure
performance to ensure
quality?
 Checking customer
satisfaction.
 By conducting
performance reviews
 Looking at financial
statement.
*The rest of the questions require practical approach of attending your group discussion
forums.

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Cheltenham: Stanley Thornes.
Schneider, B., & White, S. S. (2004). Service quality: Research perspectives. Thousand Oaks,
Calif: Sage Publications.
Aguinis, H. (2019). Performance management.
Schwartz, A. E. (1999). Performance management. Hauppauge, NY: Barron's Educational
Series.
Spence, E., & Van, H. B. (2004). Advertising ethics. Princeton, N.J: Recording for the Blind &
Dy Ismond, R. L., & United States. (1968). Insurance advertising: ethics and law. New York:
Roberts Pub. Corp.