BSBCUS501 - Manage Quality Customer Services Assignment Report

This document presents a comprehensive solution to the BSBCUS501 Manage Quality Customer Service assignment, addressing various aspects of customer service management. The assignment encompasses multiple assessments, starting with a series of questions covering consumer rights, service...Read More

Running Head: Manage Quality Customer Services
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Manage Quality Customer Service
Student Details

Manage Quality Customer Services 2
Table of Contents
Introduction................................................................................................................................5
Assessment 1..............................................................................................................................6
Question 1..............................................................................................................................6
Question 2..............................................................................................................................6
Question 3..............................................................................................................................6
Question 4..............................................................................................................................6
Question 5..............................................................................................................................6
Question 6..............................................................................................................................7
Question 7..............................................................................................................................7
Question 8..............................................................................................................................7
Question 9..............................................................................................................................7
Question 10............................................................................................................................8
Question 11............................................................................................................................8
Question 12............................................................................................................................8
Question 13............................................................................................................................8
Question 14............................................................................................................................9
Question 15............................................................................................................................9
Question 16..........................................................................................................................10
Question 17..........................................................................................................................10
Question 18..........................................................................................................................10

Manage Quality Customer Services 3
Question 19..........................................................................................................................10
Question 20..........................................................................................................................11
Question 21..........................................................................................................................11
Assessment 3............................................................................................................................12
1. Review of information shared by customer service officers via email:........................12
Response timings:............................................................................................................12
Accuracy of information:.................................................................................................12
2. Identification and proposed actions for the variances...................................................14
3. Email to the customer service team..............................................................................15
Assessment 4............................................................................................................................16
1. Complex Complaints Briefing Report..........................................................................16
A. Summary of the issues:..........................................................................................16
B. Analysis of relevant legislation..............................................................................16
C. Issues with use of group buying web sites for businesses, including benefits and
pitfalls...............................................................................................................................16
D. Recommendations for actions, including response to the customers, as well as
recommendations that can be adopted internally to avoid this situation reoccurring......17
2. Email to assessor stating the summary of the briefing report.......................................18
Assessment 5............................................................................................................................19
1. Research methods and questionnaire designs:..............................................................19
2. Survey questionnaire.....................................................................................................19
3. Email to the assessor.....................................................................................................21

Manage Quality Customer Services 4
4. Customer Survey Report..................................................................................................22
5. Email to assessor...........................................................................................................23
Conclusion................................................................................................................................24
Bibliography.............................................................................................................................25

Manage Quality Customer Services 5
Introduction
Manage quality customer services aims at meeting the internal and external
requirements of the customers or clients. It also ensures on-time delivery and effective after
sales services to the customers in order to offer them great services. Quality customer
services emphasis on ensuring effective, building strong relations, trust, loyalty, and handling
customer issues. In assignment 1, questions related to the customer services, consumer
guarantee, the concept of service standard, public relations, methods for decreasing
advertising and questions related to the business promotion will be answered. In assessment
2, Ozhouse Clean is the selected company, they offer cleaning services to their clients.
Customer services strategy will be developed that reflects the customer's requirement and
their expectations while purchasing products will be covers, An email will be sent to the
management team, stating them about the requirements and essentials of the business.
In assessment 3, online communications sent by the clients will be reviewed by the
customer staff services. Rules and regulations of the company will be discussed. Apart from
this, all the services offered by Ozhouse Clean will be covered in this assessment part. In
assessment 4, Clients inquiry and complaints will be reviewed and answered properly. This
issue is related to the after sales services, Ozhouse Clean offers effective after sales services
because they want to retain their clients and increase their market share. In assessment 5,
Customer feedback report will be formed, this report will summarize customer experience. A
survey will be conducted in which customers will ask questions regarding the service of the
company, behaviour of the employees, quality of services offered and after-sales services of
the company.

Manage Quality Customer Services 6
Assessment 1
Question 1
This national law covers and governs the fundamental rights of the consumers when
they buy and sell products. This is also called as the national consumer safety law
administrated by the ACCC. It protects and safeguards the rights of the consumer by allowing
to claim for a compensation or refund on receiving damage products. Consumer courts are
operational, in case if anyone cheated by the supplier.
Question 2
Under ACCC, customer guarantee is that the product should match with the
description shared by the sellers and product should not carry any additional hidden charges
or fees. A seller needs to mark a clear note for additional details of the products (if any).
Question 3
For products:
 Must match with the description
 Should transfer complete ownership to the consumer
 Should come up with the undistributed possession
 After sales services (Arıkan & Guner, 2013)
For services:
 Should be provided through the skillful person
 Should reach to the clients in the promised time.
Question 4
Claiming refund for the damage products or services is the fundamental right of the
consumer. Shops or stores are not allowed to take the consumer’s right by showing them that
they (stores) are following no refunds policies (Chen, Sheu, & Yang, 2012).
Question 5
Yes, it is allowed but with a certain condition.
 If a store's policy allowed to return products even if the product is properly working.

Manage Quality Customer Services 7
 If a customer has the exchange card or stores offers allows to return product till fix
time. For example, many clothing stores allow the return of the products for up to 14
days.
Question 6
Consumer guarantee covers and gives protections to basic consumer rights. For
example: If “A” purchased an iPhone from seller “B”, When “A” opened the box at his home
when he found that iPhone is damaged. In this case, ACCC allows the “A” to claim for
refund of this money.
Consumer guarantee also covers the part in which consumers are guaranteed to get the
product as shown in the commercial. For example, “X” ordered a red flower printed cotton
shirt from the online shopping website. Now, an online shopping website is entitled to deliver
the exact same product that they displayed on their website (Christine & Holloway, 2010).
Question 7
Customers have to pay an extra amount in order to avail extended warranty plans.
Thus, suppliers are allowed to take charges for the extended warranty plans from the
consumers (Gorla, Somers, & Wong, 2010).
Question 8
Benefits of complaint handling system:
 Business houses get ideas for self-improvement.
 It enhances customer communication.
Steps to deal with consumer complaint
 Acknowledge the challenge that the client faced.
 Try to find out what can the acceptable solution.
Question 9
Welcome process for the potential clients includes:
I. Greet clients with a smile and soft words.
II. Pay attention to them, stop your work.
III. Dress informal manner (Heinonena, Strandvika, Mickelssona, Edvardssonb,
Sundströmb, & Andersson, 2010).

Manage Quality Customer Services 8
IV. Always ask for water and other refreshments.
V. Show them results, rather them only saying.
Question 10
The service standard is defined in timelines, accuracy, and discipline about the
commitments. Service can also be defined as the set guidelines which act as the management
tool for fascinating the interest of the customers (Korda & Snoj, 2010).
For example:
I. Saying to customer “Call will be answered in 34 seconds” shows the time standard
service.
II. “Information provided to you on call is 100% true”, saying this to the customers
shows the accuracy standard of the company.
Importance of service standard:
 Following set standards enhances reputation.
 Increase customer loyalty towards the brand and the company.
Question 11
Companies are committed to adopting best practices in order to increase their
customer base, market size, market share, profitability, reputation, employee retention, and to
increase their asset value (share prices). Due to all these factors, a company always stay
committed to adopting adequate practices to enhance their customer base.
Question 12
Public relation is the best possible way to enhance the mutual relationship between a
consumer and an organisation. Maintaining public relation helps the company in building
trust among its customers and it also helps the company indirectly getting customer feedback
and appreciations (Ladhari, 2010).
Question 13
Five methods for promoting products:
 Social media promotion:

Manage Quality Customer Services 9
The company can upload the pictures and description of their products on social
media sites. Sellers have the option to set an audience for their advertisement, this
makes quite easy to acquire the target audience's interest.
 Email marketing:
Email marketing is counted among the best vehicle for online promotion. In this,
business houses only need to send an email to thousands of the targeted audience. The
email includes following details like product description, price, way to order and
additional features about the product.
 Pamphlets:
Business houses need to make write details about the products with attractive logos
and using colorful fronts. After that, they can give people physical papers for
promoting their product or services (Liu, Guo, & Lee, 2011).
 Promotion on television by powerful personalities:
Business houses can promote their product by endorsing their brand or product by
famous personalities or celebrities. This expensive method for promotion but it
enhances the image of the brand.
 Announcing for offers:
Attractive offers and discounts are the best tools for fascinating the interest of the
consumers.
Question 14
Public relation and customer service both have a direct relationship with each other.
When the public relation managers establish excellent image among their target audience or
general public then it implies giving great service to their customers also. Public relation
becomes stronger when an organisation offers great customer service. Maintaining
equilibrium in both resultants in major benefits for the company, this also includes huge
profit margins (Mandhachitara & Poolthong, 2011).
Question 15
Following below steps can help in overcoming communication barriers:
 Speak slowly.
 Make the message more fathom.
 Avoid jargon and cultural specific terms.

Manage Quality Customer Services 10
Question 16
 Stand close to a person who is suffering from hearing impairment.
 Do not talk while having chewing gum in a month because it makes the person unable
to concentrate on the lips movement.
 Important dates or theories write them all down on paper, ask the person to read that
again.
 Using hand and body gestures is the ultimate solution for this.
Question 17
Ways for providing excellent customer services:
 Train and skillful staff.
 Show gratitude and respect to the clients.
 Try to solve customer issues, in the first meeting.
 Always ask feedback for the betterment of the company.
Question 18
Unsatisfied customer or unhappy customer is harmful to the reputation of an
organisation. Unhappy customers spread negative words or negative experiences about the
services of a company (Melton & Hartline, 2010).
Question 19
Importance of customer behaviour:
 Marketers or agent can predict or forecast about the expectation of buyers.
 Customer behaviour succours the employee to fathom the problem of customers.
 To decode, which design or product will fascinate the interest of the consumers.
Techniques to analyse customer behaviour:
 Social media tool:
Markets can judge the expectation of customers by following the on-going trend
on social sites. For example, marketers can judge what kind of clothes, places,
technology, etc. people are choosing.
 Keyword research:

Manage Quality Customer Services 11
Consumers make searches on online search engines, marketers can check through
various tools that what people are searching on the internet. From these searches,
it can be easily concluded that what new trend, product or services people want in
the market.
Question 20
 Personal interviews:
This helps the marketers or company owners in spreading awareness about their
product or services. This research method is time-consuming and it requires one
person or team that can conduct personal interviews of customers.
 Surveys:
With straightforward questions, details about customer wants or desires can be
identified. This is counted as the best technique for customer research method
because marketers have the chance to directly get to know about the customer
demands from their clients (Stacks, 2016).
Question 21
Various importance of recording and monitoring complaints are:
 Helps in recognise mistakes:
When an organisation received even a single complaint then maybe thousands of
other customers are also facing such a challenge. Monitoring process succour a
company in finding a common problem of their customers and also succour the
management in finding appropriate solutions.
 Establish trust or loyalty among consumers:
Thousands of consumers contact on customer care helpline number with the
intention to get a perfect solution. Thus, recording customer queries and giving
them solutions immediately attract the interest and loyalty of the consumers.

Manage Quality Customer Services 12
Assessment 3
1. Review of information shared by customer service officers via email:
Below is the review of an email sent by the ozhouse service department to the customers
who inquire about the services and pricing policy. 2 emails are received by the customer
service department from Jam Morrison and Jan Briggs.
Response timings:
Email 1:
Jam Morrison sent an email addressing the pricing and suitable options. He sent an email on
3rd Feb 2016 at 11:00. However, response shared by the customer service department is on 6th
Feb 2016 at 9:00 am.
Email 2:
Jane Briggs sent an email with his query on 8th Feb 2016 at 9:30 am. However, the customer
service officer replied to him on 12th Feb 2016 at 5:00 pm. Jam Morrison got a response after
3 days (approximately) and Jane Briggs got a response after 4 days (approximately).
Review:
The customer service department needs to understand the drawbacks of replying late
to the customers that it affects the reputation of the company. In this email, the customer
service department not even mark apology for replying late, this creates a bad impression in
front of the client. Moreover, such kinds of behaviour by the department can resultant in
losing thousands of customers and can impact the profitability of the company.
Accuracy of information:
Jam Morrison (customer):
He enquired about taking 3 hours weekly services or fortnightly services from
Ozhouse Clean for his regular size house. Customer service department guided him to take
3hours weekly services as this package includes complete cleaning of bedrooms, living areas,
and bathrooms. The service department also suggests that if they book weekly plans then they
can get a discount of 20% additional.

Manage Quality Customer Services 13
However, according to the policies, the customer service department can offer the
discount of 10% only when the customer chooses a regular plan for minimum 6 months on
fortnight basis but customer service department shared wrong information with the
customers. This action can create a major misunderstanding between the customer and the
company.
Jane Briggs (customer):
He enquired about cleaning services with non-toxic products and he wants services on
a monthly basis for 4 hours each day. Customer service department guided him to take the
eco plan services which will cost $140 for 4 hours. They further suggested that if customer
books 6months fortnightly plan then he can enjoy an additional 10% discount.
In this case, shared information and suggested rates are correct as per the policy of the
company. It is great to offer customer suggestion like in this email customer said that he
wants a monthly plan but customer service team suggested him to take 6 months fortnightly.
Here, the customer service team did not answer about the monthly plan instead they
suggested 6 months fortnight plan. Customer service should answer about the monthly plan
then they can suggest better options.

Manage Quality Customer Services 14
2. Identification and proposed actions for the variances
In part 1, two variances are identified that are timing variance and information accuracy
variance. Both variances are identified in order to review the operations conducting by the
customer service department. This department should conduct their operations in effective
and efficient manners because they are the first person in the company as customers directly
contact to the customer service department. If they fail to provide response on time or fail to
provide accurate information then it hampers the brand image or reputation of the company.
In order to make the department work more effectively, below are the proposed actions
that will help the department in making its functioning more accurately.
 Whenever customer services response late to the clients then they should mark
apology in their email or on call. They should start with “Sorry for the delayed
response”.
 Now, the customer service department should honestly tell customers about the
reason for the delayed response. They also need to admit they were at fault for
replying late (Arıkan & Guner, 2013).
 A new policy should be made, which states that the department should need to
answer to the customers within 24 hours (except non-working days). Deductions
and punishments will be marked if they fail to reply to clients.
 Information or answered provided to the customers should be accurate and as per
the standards of the company.
 The company needs to build a quality check team, this team should monitor the
responses shared with the customers. In case, when any team members shared any
wrong pricing quotes or other information then quality check team will quickly
mark an apology email to the customer with the correct information.

Manage Quality Customer Services 15
3. Email to the customer service team
From: [e-mail]
To: [e-mail]
Date: 15th June 2019
Subject: New rules for the betterment of the process.
Hello Team,
For improving the efficiency of the customer service department team, below actions are
taken by the management, it is requested from you all to please read it properly and
implement as soon as possible:
1. All the email or calls will be answered in the 24 hours without any delay.
2. In case, if anyone fails to answer email in 24 hours then apology notes with the honest
reason for late replying should be marked.
3. From now onwards, Quality Check (QC) team will be formed, they will monitor all
the responses sent by you all to the customers.
4. Always answer customer query within the policy and procedure of the company.
Always cross check your response with the latest pricing and other offers of the
company.
Attachment: Customer service analysis (cover in the previous part)
Thanks and Regards
Operations Managers

Manage Quality Customer Services 16
Assessment 4
1. Complex Complaints Briefing Report
A. Summary of the issues:
When the company decided to sign up on group buying websites for welcoming
opportunities than challenges also arise in group buying websites. Three customers mark a
complain stating that when they try to redeem vouchers then it shows that vouchers are out of
date. In between, two of them already mark this issue to the Department of Fair Trading.
Apart from this, two customers had to wait for long in order to redeem their voucher. At last,
one more customer addressed an issue where he tries to used his free introductory offer but he
got a replied from customer service desk that free introductory offer only covers 1 hour of
cleaning, for every extra hour $70 will be charged.
B. Analysis of relevant legislation
“Department of fair trading” act is the legislation concern for consumers. Any consumer
who feels that the company is not following their promises or if the consumer feels that the
company is void trading laws then they can approach the Department of fair trading.
Customer can also report the complaint in accordance with ACCC 1988 Privacy Act. Here,
the staff of Ozhouse Clean Company is always ready to welcome customer query and they
always try their best to provide an ultimate solution to their clients (Ladhari, 2010).
C. Issues with use of group buying web sites for businesses, including benefits and
pitfalls
Benefits:
 Ozhouse Clean can approach to a huge targeted audience at once.
 Customer can avail reduced rates on group buying websites.
 Design and creative interface fascinate the interest of a large number of the buyer.
 Helps the company in enhancing its customer base
Pitfalls:
 In group buying websites, customer reviews show to all over the website. When any
customers upload negative review then it damages the reputation of the company.
 In group buying websites, a lot of competitors are there.

Manage Quality Customer Services 17
 Many time, customer have to face website connectivity issue because of traffic over
the websites.
D. Recommendations for actions, including response to the customers, as well as
recommendations that can be adopted internally to avoid this situation
reoccurring.
Response to the first problem where customer faced problem in redeeming vouchers:
“Apologies for the inconvenience you faced while redeeming the voucher. We want to
request from you to always check the expiry date before redeeming the voucher. As of
now, we are issuing a new voucher to your email id. Kindly, share your email id with us
on our official address.
Response to query where the customer had to wait for long to redeem the voucher:
"Pardon to you, as we also do not want to keep our customers on waiting for lines but due
to high traffic our system becomes slow sometimes".
Response to query where customer call to book an appointment from the introductory
offer:
“Under our policies set for an introductory offer, a person is only entitled to 1 hour of free
cleaning. In order to avail extra hour cleaning, $70 per hour will be charged. We want to
advise you to please check our new offers regularly in order to get the best deals."
Recommendations
 Always mark clear notes regarding the expiry policies and other details. Insufficient
notes or details make the customer depressed because they have to unnecessary
consequences.
 Creates offers or package as per the market trend and always put an eye on the offers
of other competitors. Offers and packages are the best way to fascinate the interest of
the customers.

Manage Quality Customer Services 18
2. Email to assessor stating the summary of the briefing report
From: operationmanager@ozhouseclean,.com
To:
Date: 16th June 2019
Subject: Summary of the briefing report
Hello Sir,
In the briefing report, issues covered which are marked by the customer on group buying
websites. Appropriate responses for each problem is also attached in the briefing report. In
the end, 2 major recommendations are marked for handling offers and promotion more
efficiently.
Attachment: Briefing report (in the above part)
Thanks and Regards
Operations Manager

Manage Quality Customer Services 19
Assessment 5
1. Research methods and questionnaire designs:
In primary method data or answers are direct collects by the customers regarding the
subjects. First five questions are the demographic questions which focus on knowing the
basic details about the customer like age group, income group, sex, etc. Rest of the questions
are relating to the services and divided into 4 parts (Totally satisfied, somewhat satisfied,
dissatisfied or totally dissatisfied). After, conducting the survey Ozhouse Clean can review
the belief of customers for the company and can implement feedback directly.
2. Survey questionnaire
2.1. What is your age group?
2.2. What is your sex?
2.3. You prefer to clean your home by yourself or you prefer to hire professional services?
2.4. What is your marital status?
2.5. Range of your monthly income?
Less than 18 years {} Between 18 to 24 years {} More than 24 years {}
Male {} Female {}
I clean my home myself {} I prefer to hire professional services for home cleaning {}
Single {} Married {}
Less than $1500 {} Between $1500 to $2500 {} More than $2500 {}

Manage Quality Customer Services 20
2.6. Overall satisfaction with the services of Ozhouse Clean?
Totally satisfied {} Somewhat satisfied {} Dissatisfied {} Totally dissatisfied {}
2.7. Ease of doing business?
Totally satisfied {} Somewhat satisfied {} Dissatisfied {} Totally dissatisfied {}
2.8. Will you prefer to use the services of Ozhouse clean again?
Totally satisfied {} Somewhat satisfied {} Dissatisfied {} Totally dissatisfied {}
2.9. Will you recommend the services of the company to your known people?
Totally satisfied {} Somewhat satisfied {} Dissatisfied {}
Totally dissatisfied {}
2.10. Are you satisfied with the knowledge shared by the technicians?
Totally satisfied {} Somewhat satisfied {} Dissatisfied {}
Totally dissatisfied {}

Manage Quality Customer Services 21
3. Email to the assessor.
From: [e-mail]
To:
Date: 19th June 2019
Subject: Summary and recommendations from the survey
Hello,
The survey is completed and the questionnaire is formed, which includes questions relates
to the demographic profile of the customers and their overall experience after using the
services of the company. It is recommended that the company used includes more
additional features in their services like complimentary ironing. Furthermore, employees
also need to upgrade their knowledge about the products and services of the company.
It is requested from you to please give your approval for implementing the above
recommendations.
Attachment: Customer survey report
Thanks and Regards
Parag Jain Godha

Manage Quality Customer Services 22
4. Customer Survey Report
Introduction
A survey has been sent to 300 people out of 49 responded and major findings or
answers has been concluded. All the questions asked from the people are regarding the
efficiency of the company, staff behaviour, knowledge of the technical, etc. Customers have
the option to answer by choosing options like totally satisfied, dissatisfied and totally
dissatisfied. 49 people responded and this will succour the company in making their
operations more effective than before.
Analysis
It is analysis average of 42% set an industry benchmark stating that they are totally
satisfied with the services of the company. Average 47% are totally satisfied with the ease of
doing business. 72% of people are ready to use the services of the company again and 63% of
people will recommend services to their collagenous, friends and other family members.
People mark more comments like staff behaviour is excellent but they need more training on
product knowledge. People suggested that the company should add "Ironing" as an add-on
feature and people said that telephone services are average.
Overall
Overall it is concluded market reputation of Ozhouse Clean is excellent but somehow
they need to increase their customer satisfaction number. The management needs to put more
attention on educating their technical about product knowledge and how to handle situations.
Customer service staffs are the front line employees of the company, they should be well
educated about the process in order to offer world-class services to the customers.
Recommendations
It is recommended to conduct the classroom training for the technical employees because
according to the survey, majority of the customers mark the comment that employee can do
better work if they are more familiar with the process and product knowledge. Training will
improve the efficiency of the employees and it will also resultant in increasing profits and
reduced cost.
5. Email to assessor
From: [e-mail]

Manage Quality Customer Services 23
To:
Date: 17th June 2019
Subject: Summary of the customer survey report
Hello Team,
The customer survey is conducted and responded of people are received. People marked their
responses in three options and they also added additional comments. Please refer to the
customer survey report in order to know about overall expression with the future
recommendation.
Attachment: Customer survey report (in the above part)
Thanks and Regards
Operational Manager

Manage Quality Customer Services 24
Conclusion
It has been concluded that the customer service department is known as the front line
department of the company. ACCC safeguards the interest of the consumer, it gives them
protection against any misconduct happens with the customers from the seller. Ozhouse
Clean focuses on providing excellent services and maintaining public relations. In order to
communicate in the market, public relation succours the company in direct marketing and
advertising. The company also adopts various methods for promotion which includes both
online and physical store promotions. Apart from this, management always tries to remove
communication barriers for a better understanding of the company's mission and objectives.
In this report, 2 customer email review is done, based upon the review time and
accuracy default is concluded. It means customer service department gave reply to the
customer around 4 days late and with wrong pricing quotes. For that recommendation is
marked that the department should make a “Quality Check” team because the QC team can
monitor the responses shared by the customers to their clients.
Apart from this, a survey a conducts with 10 questionnaire and primary research
method is selected because the company wants to get in-depth answers from the customers.
Based on the responses given by the clients, a report is generated called a Customer survey
report. Apart from this, various reports are made in this project for a better understanding of
the concepts.

Manage Quality Customer Services 25
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