BSBCUS501 - Manage Quality Customer Service Report, IIBIT, Semester 1

This report, prepared for the Diploma of Leadership and Management program at IIBIT, comprehensively examines various aspects of customer service. It begins by outlining the organizational structure of a business, identifying key departments and their roles in delivering quality customer service, and highlighting both internal and external customer groups. The report then delves into the development of a customer service plan, emphasizing the importance of training, mentoring, coaching, and performance management. It explores customer complaint policies, detailing methods for customers to make complaints, timelines for responses, and escalation processes. The report also addresses customer confidentiality, privacy policies, and options for resolving complaints, including legal rights. Furthermore, the report analyzes different service approaches, customer needs, and relevant legislation. Finally, it provides a customer service feedback form to gauge customer satisfaction.

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Customer Service of Diploma of Leadership And Management

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Table of Contents
Task 1.........................................................................................................................................3
Part A......................................................................................................................................3
Part B......................................................................................................................................4
Part C......................................................................................................................................5
Task 2.........................................................................................................................................7
Question 1...............................................................................................................................7
Question 2...............................................................................................................................8
Question 3...............................................................................................................................9
Question 4...............................................................................................................................9
Case Study 1.........................................................................................................................11
Case Study 2.........................................................................................................................12
Case Study 3.........................................................................................................................12
Task 3.......................................................................................................................................13
Reference List..........................................................................................................................18

Management policy
coordinator
Board of Director
Department of
administration
Project manager
and executives
Financial controlling
committee
Public relation
coordinator and human
resource management
Auditing
committeeLegal support
Research
group
Project
support
IT
SEO tem
Data acquisition
Developer
Security analyst and
service level agreement
Facility
management
Customer service desk
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Task 1
Part A
1. Business structure
2. Based on the above organisational chart of International Institute of Business and
Information Technology (IIBIT), it can be stated that project support, project developer, IT
analyst and the SEO team directly supply the quality care services to the customers. More
specifically, through the website development process, the SEO team members and customer
service desk would directly interact with the customers, whereas the other members of the
mentioned groups aim to submit projects under the observation of the project managers.

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3. Three internal customers are human resource management, administrative department and
public relation coordinator, whereas the external customers are the non-IT departments, raw
materials suppliers and the advisory IT department.
4. The products and services offered by the organisation are such as audio and visual
services, user support (hardware and software support), campus printing, helpdesk tracking
system, print billing system, instructional design, ResCom support system etc.
5. The consumers expect to receive good quality of IT services, so that the organisation aims
at improving the operational efficiency level as well as to deliver the ITSM tools to the
business.
6. The organisation has a help desk and service desk, through which the customers can arise
their problems to the company and the organisation, would also try to solve those by making
a direction interaction with the customers. In addition, the knowledge and issue management
can successfully deal with the problems of the organisation and in this context; the
configuration management database would have strong involvement in this problem solving
process.
Part B
Customer service plan
It is beneficial to achieve the standards and the quality in services of the organisation, which
in turn helps to improve the customer service plan of IIBIT.
Roles Responsibilities
Training Training program would lead the employees
to strengthen the skills and knowledge of the
employees, so that the performance of them
can be improved (Kursunluoglu, 2014).
Mentoring Mentoring helps to guide and instruct the
fellows towards the right path. In this
context, the performance of them would be
facilitated.
Coaching As opined by Wirtz and McColl-Kennedy
(2010), coaching program in the IT firm

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would lead the firm to achieve the goal in the
business.
Performance management Performance management has significance to
manage both the formal and informal process
of the business, which is aligned with the
subordinates, operational system and also
with the resources. In this context, Sitko-
Lutek et al., (2010) cited that the strategic
objectives of the organisation would be
achieved by improving the customer service
plan indirectly.
Leadership and supervision Supervisor and the leader are playing the role
of management, who are responsible to lead
the fellows towards the goal of the
organisation. In this context, some essential
business processes, programs and people
(that is 3P) are involved (Yuen and Chan,
2010). Under the instruction of the team
leader of the project manager, the business
processes would be implemented.
Part C
Customer Complaint Policy
The customer service desk of IIBIT is user friendly, so that the customers would not face any
difficulties to get their services. The organisation aims at delivering of the utmost care to the
consumers apart from providing of good quality of products and services. In addition, the
SEO team members have strong contribution in the website development, and the consumers
would be able to be successfully increased interaction with the organisation through online.
According to Lee, Wang and Trappey (2015), customer complaint policy is useful to the
business, with which it can keep the track and then can categorize it. As a result, the
organisation can dissolve the customer complaints by taking necessary actions as well as can
improve the performance of the organisation. It is one of the essential approaches to retain

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customers for long term and hence, brand loyalty can be maintained. As opined by Ro and
Wong (2012), with the help of customer complaint policy, the management can keep the
administrative department informed about the feedback of the customers. In addition, by
improving the communication with the customers, the value of the consumers can be
improved and hence, the organisation would get additional advantage to improve its services.
Methods for consumers to make complaints
The customers of IIBIT can raise complaint through the official website, so that the members
of the customer service desk would be aware about the complaints and can take necessary
steps. Apart from this, the customers would be able to make complaints through social
networking site. IIBIT has an official page in Facebook, the organisation has customer
service tool in social networking site. On the other hand, the customers can raise complaint
through e-mail or telephone. The members of customer service desk would take immediate
actions against it.
Timeline for responding the customer complaints
In order to improve the customer care service of the organisation, the members of customer
service desk aims at taking immediate steps to solve the problems. In this context, it can be
stated that the organisation has been tried to solve the complaints of the customers within 24
hours after raising their problems.
Process of complaint escalation for resolution
At first, the members engaged with the customer service desk used to listen the problems of
the customers very carefully for processing the further step. As per the discussion, the
management aims to resolve the problems of the consumers within maximum 24 hours. After
raising the complaints, the employees would create ticket against the escalation and start to
solve one by one, based on the urgency as well as based on the time of rising of complaints.
In this context, the leader would continuously supervise the progress against the complaints.
After the resolution process, the team members send a feedback form to the customers
through their email.
The process that the consumers will be kept notifying about the progress
Though the IT analysts or the associates would focus to resolve the tickets continuously after
it arises from the customer complaint desk, however, the project manager used to take follow

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up from them, so that they can supervise and evaluate the progress. If necessary, then the
project managers would provide expertise technique to them, so that the problems can be
solved. In this context, the customers would be sent email consequently to the customers for
making them informed about the status of resolving the problems.
Customer’s confidentiality and privacy policy of the organisation
In the opinion of Garrow, Hotle and Mumbower (2012), it can be stated that the privacy and
the confidentiality policy of the organisation is considered as one of the vital steps behind the
success of the business. In this context, the human resource management would need to take
necessary step for protecting the customers from the problem of loss of information, and the
problem of misuse and the unauthorised access. In addition, the organisation would need to
keep the private data or the personal information secured; hence, data integrity is one of the
essential steps of maintaining privacy policy of the organisation.
Options for resolution of the complaint
In order to resolve the complaints of the customers as well as to maintain long term
relationship with them by improving the customer service, the organisation would need to
arrange face to face discussion session with the loyal customers once in a month. The
feedback from the customers would be beneficial to minimise the probability of occurrence
of problems.
Customer’s legal right
The customers of IIBIT would have edge to fight back over the abusive business practice, so
that they can protect themselves. In addition, the management of the organisation would
involve the loyal customers as the board of director, so that they would get the authority in
independent authority. This is an effective approach of identifying the customer’s demand
and the performance of the organisation can be improved more.
Task 2
Question 1
Service approach Merchandise approach Greetings approach

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The following sentences are
under the service approach:
Hello. Wow I love that
jumper you have on!
The following conversation is
under the merchandise approach:
Hello, Can I be of assistance
today?
The following greetings are
under the greetings approach:
Good Morning. How are you
today?
Those jackets are fully lined
which makes them so
comfortable to wear. Would
you like to try it on?
Good morning! Are you
interested in those shirts? At $9
they are great value. What size
are you looking for?
Hi! We have freshly baked
bagels and muffins with no
sugar in it. Would you like to
try one?
Is there something I can help you
with today?
Question 2
The specific needs of the following customers include:
a) Customer in wheel chair: This customer would need a flat surface to move around freely in
the chair. A suitable place to park the chair is also necessary and take rest. The chair should
be pushed by a person and not the customer.
b) Customer with a guide dog: an appropriate place for giving the dog ample space and a
good customer service man who can treat dogs well.
c) A mother with a child in a pram: a separate area for giving space to the mother and the
child and a lady service staff to aid the mother in comforting the child.

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d) An actor: A trained and a tactful service boy is required who would handle the fans and
serve to the needs of the actor (Romero and Molina, 2011).
Question 3
a) Anti-discrimination legislation: The Age Discrimination Act of 2004 and the Racial
Discrimination Act of 1975 are instances of the anti-discrimination laws in the business of
Australia.
b) Australian consumer law: The legislations to address the problems relating to consumer
protection are The Competition and Consumer Act of 2010 and The Trade Practices Act of
1974.
c) Ethical principles: While dealing with the ethical principles in the business of Australia,
The Australian Institute of Health and Welfare Ethics Committee Regulations of 1989 plays a
key role. The Legal Services Directions of 2005 also has its part.
d) Codes of Practice: The Work Health and Safety Act of 2011 and The Work Health and
Safety (National Uniform Legislation) regulations contain the important legislations
regarding the codes of practice in Australia.
e) Privacy laws: The Privacy Act of 1988 is key legislation regarding the rules of privacy in
the business of Australia. The Privacy Regulation Code was launched later in 2013 to aid in
the above purposes (Ramanathan, 2011).
f) Financial laws: The Australian Prudential Regulation Authority Act of 1998 and The Anti-
Money Laundering and Counter- Terrorism Financing Act of 2006 are the most important
pieces of legislation in the business of Australia with regard to the financial laws.
g) WHS: The model WHS Act holds the key legislation, rules and regulations for WHS in the
business of Australia. The Work Health and Safety Act of 2011 too plays a very important
role in this sector (Wagner and Hollenbeck, 2014).
Question 4
Customer Service Feedback Form
[Lex Acumen Company Pvt Ltd]

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Questions to Customers
Strongl
y
agree
Agree
Neither
agree
nor
disagre
e
Disagre
e Strongly
disagree
Our customer service staff
attended to you in a friendly and
professional manner
Our customer service staff
attended to you promptly
Our customer service staff gave
you suitable information to help
you with your enquiry
The quality of the product was
good and reached the satiety
value?
The location of the shop and
ambience was good?
Our mode of payment is easy
and convenient
Our manager of the shop
attended to you courteously at
least once?
Your preferred mode of payment
is
Cash Bankdraf
t
Online
transfer POS Bank deposit

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It was easy to contact us by Phone e-mail letter Walk-in online
You are satisfied with the
service of our company on a
total basis?
Were you able to find what you
were looking for?
Yes No
We very much hope that you have gained personally and professionally from your contact
with the (Lex Acumen Company Pvt Ltd.) and we hope to remain in touch with you. Your
feedback will help us to improve the services we provide in the future. Please complete your
details below:
Name:
Email Address:
Thank you very much!
You can contact the customer service desk at ([e-mail]) or
(www.lexacumenpvt.com) or call (1800 366 78690)
Case Study 1
1. In terms of customer service, the owner should look into the consumer demands and the
quality and taste of the food. The long waiting time should be addressed by the customer
service manager soon.

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2. In a quality restaurant, the customer service standards should include the courteous attitude
of the staff, tasty and quality food items with a reasonable waiting time. The ambience of the
restaurant should be clean and cozy suiting the moods of the consumers.
3. From the above case study, the restaurant lacked the coordination between the waiters and
the kitchen staff. There could also be a missing staff alert as the customers could not be
served well and on time. There was an unreasonable waiting time for the dishes to arrive.
4. With the owner of a restaurant, when a meeting would be conducted, it would be
recommended to him to recruit more staff in the kitchen as well as people to wait tables. In
this way, the customers would be served on time and their demands would be fulfilled
(Waters, 2011).
Case Study 2
1. From the above case study, Katherine’s performance as a secretary is deteriorating. The
major issues involved here is the ill behavior with the client, diversion from her official work
due to the personal conversations over phone and spending of valuable time away from her
desk when she is supposed to work.
2. Due to the behavior of Katherine, her job as a performance secretary is deteriorating. She
is unable to concentrate in her work and her attention is always diverted to her personal
problems.
3. Katherine should be assisted to resolve her personal issues as soon as possible so that she
could come back and perform her tasks well. Her attention needs to be focused on the office
work and not on anything else. Hence, the assistance would be to resolves her issues
immediately.
4. While conducting a meeting with Katherine, all her problems should be discussed. She
should be made aware of her flaws in the work sector and asked to resolve all her issues soon.
She should devote her attention in office more and then deal with her personal problems later
on. These points should be told to her so that she can improve (Harris and McCaffer, 2013).
Case Study 3
1. This problem can be solved in the future by notifying the customers of the dos and don’ts
in the restaurant earlier.