This project, developed for the BSBCUS501 Manage Quality Customer Service unit at Sydney International Business College, addresses a range of crucial customer service aspects. It begins by identifying relevant Australian legislation, including the Privacy Act 1988 and the Age Discrimination Act 2004, and explains the role of the Australian Competition & Consumer Commission (ACCC). The project then explores international customer service standards, such as ISO 10004:2018 and ISO 10002:2018, and lists techniques for effective customer interaction, including active listening and providing solutions. It also covers strategies for handling customers with hearing impairments and managing various customer behaviors, like aggression and indecisiveness. Furthermore, the project details customer needs research processes, the importance of customer relationship management (CRM), and organizational systems for maintaining product and service quality, such as the ISO 9001 quality management system. It outlines problem-solving processes for customer complaints, techniques for providing quality customer service, and methods for monitoring, managing, and improving customer service relationships through surveys, feedback, and continuous improvement strategies. Finally, it presents existing customer service strategies and provides recommendations for refinement.
![[object Object]](/_next/static/media/star-bottom.7253800d.svg)
