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 standards, and promotional methods. It then moves on to developing a customer service strategy for Ozhouse Clean, followed by an analysis of customer emails, including response timings and information accuracy. The solution further includes a complex complaints briefing report, analyzing relevant legislation and offering recommendations for addressing customer issues and improving internal processes. Finally, it culminates in a customer feedback and analysis project, detailing research methods, a survey questionnaire, and a customer survey report to evaluate customer experiences and suggest improvements. The assignment showcases an understanding of customer service principles, complaint resolution, and strategies for enhancing customer satisfaction and loyalty.

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.