Report on Managing Quality Customer Service and Consumer Laws

This report provides a comprehensive overview of managing quality customer service, focusing on consumer rights, guarantees, and related legal aspects. It explores the Australian Consumer Law, detailing consumer protections, product guarantees, and situations where guarantees do not apply. The report examines unlawful practices, such as "no refunds" policies, and outlines remedies for customers when products fail to meet guarantees. It also discusses the benefits of effective complaint handling systems, the importance of sales processes, service standards, and the role of public relations in building a positive brand image. The report further investigates methods for promoting products, the impact of customer service on public relations, and strategies for overcoming verbal communication barriers to ensure customer satisfaction and business success.

MANAGING QUALITY
CUSTOMER SERVICE

TABLE OF CONTENTS
TASK 1............................................................................................................................................3
1..............................................................................................................................................3
2..............................................................................................................................................3
3..............................................................................................................................................3
4..............................................................................................................................................4
5..............................................................................................................................................4
6..............................................................................................................................................5
7..............................................................................................................................................5
8..............................................................................................................................................6
9..............................................................................................................................................6
10............................................................................................................................................6
11............................................................................................................................................7
12............................................................................................................................................7
13............................................................................................................................................8
14............................................................................................................................................8
15............................................................................................................................................8
16............................................................................................................................................9
17............................................................................................................................................9
18..........................................................................................................................................10
19..........................................................................................................................................10
20..........................................................................................................................................11
REFERENCES..............................................................................................................................12

TASK 1
1.
The Australian consumer law requires businesses to provide consumers right products and
services to customers against of their payment. The main purpose of this act is to enhance the
welfare of Australians by promoting fair trading and competition. Through this provision
customers are protected properly in effective manner. This covers various aspects like product
safety and labelling within the unfair market (Basu, 2017). This protects rights of customers by
acting most promote in proper functioning of Australian people and in market, protect
competition and improve customers welfare. Protecting the safety and interest of customers by
supporting fair trading.
2.
The consumer guarantees are set of rules and regulation which are applied to goods and
services for purchased by customers under the ACL. This is automatically applied for any
voluntary and extended warranty given by a seller or manufacturer of goods and services. This
allows to customer to seek repairs and replacement as well as refunds when good are faulty and
setting minimum charges with customers against of this. Guarantees applying to products which
products are acceptable quality, goods will match any description provision and any express
warranties will be honoured. In that a supplier guarantees which consumer is buying goods that
have clear tittle and match with sample or demonstration model is provided (Basu, 2017). On the
other side, applying to services are provided with due care and skills, within a reasonable time
and which is fit to any specified purpose.
3.
There are various products which are not covered under the consumer guarantees when they
are sold in trade or commerce and bought by a consumer. In the trade or commerce means of
supplier’s business have the professional activity which include non-profit business. For that
here is produce list of product and services are not covered under guarantees are as follows:
 Any types of products and services which have cost up to 40000.
 Goods and services costing have more than 40000 which is used for personal, household
and domestic purpose (Bhogal, Boss and Sand, 2016).

 A vehicle and trailer used mainly for transport have goods on public roads irrespective of
cost of product and services.
Second, leased and hired goods are also includes in consumers guarantees because hired
goods are paid by suppliers and leased goods are similar but involve payment in regular
instalments for longer terms.
4.
This is unlawful because this includes no refunds signs. The suppliers and manufacturers
cannot modify exclude consumer guarantees and avoid own obligations which are getting
customers is agreed with agreements about any dispute. This is unlawful because they supply it
is not possible for getting a refund under any circumstance. There are shows the signs which are
unlawful are as follows:
 No refund on sale items
 Exchange not only for refunds of sales items.
The suppliers are included online suppliers which can display a sign at the point of sales
and alert to customers about their rights those are covers under consumer guarantees (Carpentier
and Messier, 2017). As per the case study of July 2013, the federal court ordered to manufacturer
and retailer who are deals in computer hardware tom pay penalty for making false present to
customer regarding consumer guarantees rights.
5.
The product if fails to meet a guarantee, then customers have right to action against of
suppliers, in that they will provide a remedy and refunds at failure to meet an obligation. The
consumer guarantees apply to both in major and minor problems. If customers is select refunds
and replace the product and service than it change their mind about purchasing product and
services from shop and suppliers. In that customers are required proper and full proof of product
receipt and bill of payments which is help in refunds or replacement process (Dale and Plunkett,
2017). In that case, suppliers not give refunds to customer when they simply change their mind
related to product. But in reverse, supplier can have policy offer a refund, replacement or credit
note when this happens, if they must abide by this policy.

6.
Some suppliers and manufacturers are told that to customers an extended warranty provide
the extra protection which is the customers not have unless they but that products and services.
This is not necessarily true. The guarantees are provided the rights of customers which are exists
despite and reflect anything to suppliers and manufacturer may be says or do (Dale, Bamford and
Van der Wiele, 2016). This creates may be the negative impact on the customers rights because
they have not right to claim on suppliers unnecessarily. Example: the most of the suppliers are
tells to consumers which bed remains suitable for its purpose. This is about the long-term
processes will able to use for and does not meet this standard the consumer will be entitled to be
remedied. The suppliers are select to offers warranty to customers against of any defects as per
consumers guarantees rights act.
7.
There are various benefits of an effective complaints handling system for customers and
businesses are as follows:
 Effectively handling customers complaints are beneficial for businesses and
customers because this improves customer communication in effective manner.
 It provides information which can lead proper improvement in delivery of
services effectively to customers.
The process of complaints handling are as follows:
 Listen to customers first: this is the first step in that businesses need to listen
their customer and them complains with products (Gardner, Linderman and
McFadden, 2018).
 Empathize for situations: First understand the case and empathize with customer
validate and their concerns. This build effective bound between customer and
shop keeper.
 Offer and execute a solution: here is management need to make best solution for
customers about product and execute that in effective manner.
 Follow up and thanks to customers for growth of business: at the end, taking
review of services and said thanks to them for keeping with us.

8.
A sales process is a set of repeatable steps which a sales person takes to take a prospective
buyer from the early stages of awareness to a closed sale in effective manner. In that staff, first
smile with your greetings like welcome to shop and hello. This gives positive impact on
customer mind. Second, stop what you are doing when customer entered in store because this is
important. A customer should be greeted than stand up for their task and offer smile and words
(Maseyk and et.al., 2017). After, helping can return to the shelves. Third, take inquire about their
need or products for that they entered in store. At the end asked questions with customers about
their services. This help to take better for business to handle their customers.
9.
A services standard is used in the infrastructure asset management which is define services
that a customer is entitled for receive. Here is mention two examples for services standard is to
be provided at a minimum pressure of giving a flow of at least minutes. External services will
our customers in a courteous and professional manner. In this, will inform to customers in proper
manner. Second example is voice mail will respond to voice mail within the 24 hours during
normal business hours. Service standards are more important for businesses because this help to
enhance the trade prospects of a service's entity which given that they reduce every barrier and
problems created by different culture and from language (Nelson, 2017). This is important for
proving quality of services to customers in effective manner.
10.
The companies are committed to best practices for customer’s service which may be selected
for measuring their services standards. This help to satisfy needs of customers and for higher
growth of company. This is effective and valuable for more growth of company to commit the
best customer services because this help to enhance the best customers experience about
products. With the help of these customers can expect and to remind management and employees
for challenge and obligation which they face. Through the services standard, business
management listen customer’s problems and commit for providing better services (Petrick,
2017). Here is management seeks for customer feedback. This provides the clear evidence for
fault and any defects. The voice mail is the services standard in which customer is sent voice
attachment with proper explanation of mistakes to business for better solution.

11.
The public relation is a strategic communication process companies and individual are use
for maintain better customer relation. This is main aspects and key of organization success. This
main concept of public relations is to define a process for managing proper communication
betwixt public and businesses in effective manner. This is effective and best method of
marketing communication because public is sharing the values and effectiveness of products
with others (Pomirleanu, Mariadoss and Chennamaneni, 2016). This help to make positive image
of product in customer mind. This help to achieve mutual understanding, realize organizational
goals and objectives in effective manner. Public relation is direct related with direct marketing
and advertisement for products which is seeks to return the direct sales. These have a proper and
effective focus on business reputation by generate positive media coverage and effective
stakeholder communication. This is very important to promote products and service at market
place in effective manner.
12.
There are various methods which are help to make positive image at market, one of the best
is promoted product at marketplace which is proper detail. This help to attract more customers
towards company and product in effective manner.
 Social media marketing: this is one of the best methods to promote product and
services at market place. In these businesses are post details of product and
services at social media.
 Advertisement: this is another aspect which is prefers advertisement on TV,
social site and others (Yates, 2017).
 Sales promotion: in this companies are offers by one get free offers on selected
products and offers discount to their customers.
 Personal selling: under this promotion method sales executive done face to face
sales and door to door sales by giving detail of product.
 Building strong customer relation: this is another which is help to promote
products because through that customers are more loyal.
13.
Customer services can affect to public relation and image of company because customers are
wanting better services from company against of their payments to company. For example:

customers are purchase product from company and use that. After some day's product is not
works properly customer want to repair proper (Uysal, Sirgy, and Kruger, 2018). In that
company is not listen to customers and not provide than it affects to customers relation with
company by giving negative impact. This is not good for company and for its customers.
Negative customers services are given opposite impact on customer and it buy behaviour. This is
not good for company and for its growth factors. In that company need to give better customers
by satisfying needs of customers with related to products and services in effective manner.
14.
The verbal communication is an important aspect which can create negative impact on
customers and company in case of miscommunication. In that case, it is very important to solve
and overcome those challenges for positive growth of company. Most of the time verbal
communication can create the negative impact by miscommunication. Here is use ways to
overcome verbal communication barriers by creating clarity at the time of speaking proper and
by ensuring about that strategy is related to topic and product. The second is understood the
needs of audience is help to emotional and sensitive towards need of receiver (Basu, 2017). This
is important and effective for managing works and its aspects to company. Retain consistency
about the message is conveyed should conjure with the organizational goals. This is an important
aspect to overcome challenges and barriers of verbal communication.
15.
Overcome barriers to communication is another aspect which customer have a proper hearing
impairment. This is another aspect which is creates more effectiveness for company to manage
works in appropriate manner. Communicating with most of the people have hearing losses:
 Face hearing impaired person directly on the little level and in proper light in the
possibility of works.
 Do not talk from another room is also created hearing impairment.
 Speak clearly, slowly but in the natural way without any shouting and
exaggerating mouth (Basu, 2017).
 Say the person name before beginning a conversation.
Those are the important and effective aspects which are help to recover aspects of proper
communication in effective manner. With the help of those hearing problem is reduced in proper
manner.

16.
For business, it is very important and effective for managed works in respective manner.
Customers are come up with those aspects which are creates positive impact on customer and
their buying behaviour. In respect of that here is mention four ways of providing excellent
customer services which are more important are as follows:
 Respond as quickly as possible is effective aspects of providing better and best
customer services to them in effective manner.
 Treat their customers as a family is also the ways of giving excellent customers
services to them in effective manner (Bhogal, Boss and Sand, 2016).
 Always fix their mistakes by taking responsibility of their mistakes is a sure fire
ways of getting a bad reputation. In the businesses transparency is more important
and effective for business for providing better customer experience.
 Thinking as a long term when dealing with customers are given chance to make
effective customers services at workplace.
Those are the ways of providing better customers services to them in effective manner.
17.
Poor customer services are not affected to business in negative manner because those
give negative impact on customer relation and behaviour. Poor services are creating unhappy
customers for business and it is so risky for company because they say always negative about
product to another customers. That is not good for company and for its growth. One unhappy
customer is powerful from several happy customers because negative image think is creating
fast in customers mind and unhappy customers are always try to make negative impact on
customers (Carpentier and Messier, 2017). This is not good for business because this
decrease sales and profit margin of company as well as divert customers towards another
company which is sales similar products and services to them.
18.
It is very important to understand the needs and wants of customers as well as customer’s
behaviour. This is very important for company and business to understand the behaviour of
customer is help to give positive impact on their mind. This help to companies for understands
the decision to buy was made and customers are hunted for the product of business. This
information is very important and help to business manager to know research behind purchase

and rejection of products (Dale and Plunkett, 2017). Here is mention two techniques to analysis
customer behaviour are as follows:
 Anchor pricing is techniques which is help to analysis behaviour of customers like
how much they are willing to pay for products and services.
 Temporal discount is referring with the product and services or human tendency
to discount the value of goods are received in the future or in effective manner.
19.
There are various methods which are help to analysis needs of customers and customer
research method. With the help of this businesses, getting the proper customers research in
respective manner. Here is mention, some ways and methods for complete customer research are
as follows:
 Survey: this is very important and effective aspects which is help to create more
effectiveness. In this management analysis the particular area and their needs are
help to understand the needs of customers.\
 Personal interview: is another method of knowing their customers in effective
manner (Dale, Bamford and Van der Wiele, 2016). In this business directly linked
with customer and asked about their view which are related to product and
services.
 Observation: this is another which is help to manage works and their goals of
business to create positive aspects. In this business and management observe to
overall market and their activities. Through which customer’s research is
completed.
20.
It is very important to records and manage complaints of customer. This is truly essential
component of customers and their services and positive success of business. Keeping records are
the good for company as prospective of legal protection. Recoding of customers complaint
provide protective and effective values to company. This is very important for the perspective of
protection with customer because customers are always thinking about their profits not for
business and it management in respective manner (Gardner, Linderman and McFadden, 2018).
This is very important for company to have proper records of customer’s complaints are help to
make positive solution of work and complaints which are generated with customers. This help to

improve customer’s retention within the competitive space is an achievement for company in
positive manner.

REFERENCES
Books and Journals
Basu, R., 2017. Introduction: Why Managing Quality is Essential in Project Management.
In Managing Quality in Projects (pp. 15-26). Routledge.
Basu, R., 2017. Managing quality in projects. Routledge.
Bhogal, K. S., Boss, G. J. and Sand, A. R., 2016. Cooperatively managing role based quality of
service.
Carpentier, S. and Messier, C., 2017. Trade-offs between timber production, carbon stocking and
habitat quality when managing woodlots for multiple ecosystem
services. Environmental Conservation. 44(1). pp.14-23.
Dale, B. G. and Plunkett, J. J., 2017. Quality costing. Routledge.
Dale, B. G., Bamford, D. and Van der Wiele, T. eds., 2016. Managing quality: An essential
guide and resource gateway. John Wiley & Sons.
Gardner, J. W., Linderman, K. W. and McFadden, K. L., 2018. Managing quality crossroads in
healthcare: An integrative supply chain perspective. Quality Management Journal.
25(1). pp.2-17.
Maseyk, F. J. and et.al., 2017. Managing natural capital stocks for the provision of ecosystem
services. Conservation Letters. 10(2). pp.211-220.
Nelson, C., 2017. Managing Quality in Architecture: Integrating BIM, Risk and Design Process.
Routledge.
Petrick, J., 2017. Total quality in managing human resources. Routledge.
Pomirleanu, N., Mariadoss, B. J. and Chennamaneni, P. R., 2016. Managing service quality in
high customer contact B2B services across domestic and international
markets. Industrial Marketing Management. 55. pp.131-143.
Uysal, M., Sirgy, M. J. and Kruger, S. eds., 2018. Managing Quality of Life in Tourism and
Hospitality. CABI.
Yates, J., 2017, March. Managing service quality in a software defined network. In Optical Fiber
Communication Conference(pp. M2H-4). Optical Society of America.