Assessment 1 Bsbcus 501 PDF

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BSBCUS501 Manage quality customer service

Student Assessment Tasks

Assessment Task 1 Instructions Provide answers to all of the questions below:

1. The Australian Consumer Law sets out consumer rights that are called consumer guarantees. These include your rights to a repair, replacement, or refund as well as compensation for damages and loss and being able to cancel a faulty service. How it protects rights: Under the Australian consumer law, when you buy products and services, they come with automatic guarantees that they will work and do what you asked for. If you buy something that isn t right, you have consumer rights. 2.

Outline the consumer guarantees that apply for both products and services under the Australian Consumer Law. Response should broadly cover the following: Products must be of acceptable quality, that is: safe, lasting, with no faults look acceptable do all the things someone would normally expect them to do. Services must be of acceptable quality, that is: be provided with acceptable care and skill or technical knowledge and taking all necessary steps to avoid loss and damage be fit for the purpose or give the results that you and the business had agreed to be delivered within a reasonable time when there is no agreed end date.

3.

List the types of products and services covered by the consumer guarantee. Businesses must guarantee products they sell, hire or lease for: Under $40,000 or over $40,000 that are normally bought for personal or household use. Business vehicles and trailers are also covered, irrespective of cost, provided they are used mainly to transport goods. Business must provide these automatic guarantees regardless of any other warranties they give to you or sell you. If a business fails to deliver any of these guarantees, you have consumer rights for: repair, replacement or refund cancelling a service compensation for damages & loss.

4.

Explain why it is unlawful for a retailer to display a sign to say that no refunds are provided. Signs that state no refunds are unlawful, because they imply it is not possible to get a refund under any circumstance even when there is a problem with the goods or service, like a defect or lack of due care and skill. Generally, consumers have a right to refund when there is major problem with something they bought. Stores cannot take away this right by claiming they have a no refund policy by displaying a no refund sign. This is also applying to an online store s refunds and returns policy. Signs that state No refunds will be given if you have simply changed your mind are acceptable.

© J&S Learningwork 2018

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

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BSBCUS501 Manage quality customer service

Student Assessment Tasks

5.

Discuss whether consumers are legally entitled to a refund or replacement if they change their mind when buying a product or service. Consumers are not legally entitled to a refund or replacement if they change their mind when buying a product or service. Consumers can ask a business for preference of a free repair, replacement, or refund, but consumers are not always entitled to one. For example, the consumer guarantees do not apply if they got what they asked for but simply changed your the purchase or had no use for it.

6.

Discuss the statement below in relation to guidelines about consumer guarantees. Provide an example to illustrate your answer.

protection, which the consumer would not Some suppliers or manufacturers also tell the consumer an extended warranty provides extra protection, which the consumer would not have unless they buy it. This is not necessarily true. The consumer guarantees provide rights that exist despite anything the supplier or manufacturer may say or do. Extended warranties are optional. Suppliers and manufacturers must not: pressure consumers to buy an extended warranty tell a consumer that they must pay for an extended warranty when such a warranty guarantee. When selling extended warranties, suppliers and manufacturers should explain to the cons under the consumer guarantees. For example: A consumer buys a plasma television for $6000. It stops working two years later. The supplier tells the consumer they have no rights to repairs or another remedy as the warranty for 12 months. The supplier says the consumer should have bought an extended warranty, which would have given cover. A reasonable consumer would expe television. Under the consumer guarantees, the consumer therefore has a statutory right to a remedy on the basis that the television is not of acceptable quality. The supplier must provide a remedy free of charge.This may also amount to misleading a consumer about their rights.

7.

List at least two benefits of an effective complaint handling system for businesses and consumers and the standard steps that you would use to effectively deal with a customer complaint. Besides the obvious benefit of having a problem temporarily go away and the pain that comes with it, and turning an upset customer into a happy one, the main benefits of effective complaint management are: It reduces any brand and market damage. Solving a guest complaint to the customers satisfaction not yours, hopefully stops your client from talking bad about your business or commenting negatively about the service experience on social media. It enhances the customer experience and increases sales and profitability. A happy guest because of effective complaint management will spend more at your hotel, stay longer and more often. Even more importantly a happy guest will tell his or her friends about it and act as a brand advocate.

© J&S Learningwork 2018

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

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BSBCUS501 Manage quality customer service

Student Assessment Tasks

The standard steps are: Listen to your customer's complaint. The first thing that is necessary to do when you receive a customer complaint is to listen. Empathize and apologize for the situation. Offer and execute a solution. Follow-up and thank your customer for their business.

8.

A retailer wishes to establish a consistent welcome procedure for sales staff to follow when a potential client enters the sales room. Outline a standard procedure that the salespeople could follow. Your answer should be in easy to follow steps. Smile with your greeting. Customers want to hear words of greeting and see a smile. If the employee at the door appears grumpy and even offer a simple Welcome to Walthe customer will most likely start their shopping experience off in the wrong mood. Stop what you are doing: Yes, you may be stocking the shelves or taking inventory. While these are important for everyday function and customers are the reason you are stocking those shelves. When the customer enters your store, they will most likely inquire about a specific product. Rather than sending them to aisle 19, somewhere near the middle, on the 5th-7th shelf down, walk with them to the aisle. Take the time to show them exactly where the product is. It will only take a few seconds and your customer will appreciate your time and effort. Ask questions. Consider a hair salon that stocks dozens of different products that offer many different functions. If a customer comes in and wants hairspray, selling them just any hairspray will not do. You may specifically ask them the type of hold, scent, and liquid, spritz, or mist they are looking for. Rather than deal with a customer complaint when the product does not serve the desired function, take a moment to ask further, often imperative questions. Dress professionally. Because you will be the first face that a prospective customer sees, be sure to dress and act professionally. Avoid wearing provocative outfits that may offend customers. Rather, choose conservative, professional outfits that are appropriate for your work environment. If you present a neat, groomed appearance, your customers will feel more comfortable during a sales transaction.

9.

Explain the concept of service standards and their importance. Identify two examples of services standards. The concept of service standards refers to a rules and guidelines t h a t i n f o r m and s hape the s e r v i c e p e r f o r m a n c e , w i t h t h e purpose of enhancing the customer experience. It is important for companies to adopt these standards to empower customer service employees to resolve complaints, problems, and questions as quickly and satisfactorily as possible, for both the customer and the organisation. Two examples of service standards include the following: Carefully listen to the customer request and take immediate action to assist them. An t ic ip at e t he ne ed s of c u st om er s b y id en tifying ex pec tat ions and working towards meetings their needs

10.

Explain why a company committed to best practice customer services may choose to measure its service standards. An organisation committed to the best practice customer services may choose to measure its service standards because this practice is able to effectively determine whether the customer service practices are having a positive effect on the customers perception and experience of the business.

© J&S Learningwork 2018

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

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BSBCUS501 Manage quality customer service

11.

Student Assessment Tasks

Explain the concept of public relations as a method of marketing communication. Public relations as a method of marketing communication involves the process of maintaining a favourable image and building beneficial relationships between an organization and the public communities. Public relations include variety of marketing strategies and tactics that have as a main purpose to manage the public perception towards something.

12.

Describe five methods through which a company can promote its products. Methods in which a company can promote its products include the following: Through offering customers an exclusive preview of the product. Through Social Media advertising Through in-store Promotions Through sharing customers reviews of the product Through hosting an event to promote the product

13.

Explain how customer service can impact on the public relations image of a company. Customer service can impact on the public relations image of a company because providing good customer service is a key factor for an organisation. Customers who receive excellent service will be returning on a regular basis and recommending the business as well, resulting on growth for the organisation and therefore, beneficial. However, the impact of bad customer service may be high and if shared on social media, might have a negative result on the company s image and therefore, on losing customers.

14.

Explain how you could overcome verbal communication barriers with customers. Verbal communication barriers with customers can be overcome through opening the communication channel with a smile, followed by a simplified message and short statements to communicate best with the customers. Also, through speaking slowly and clearly to the customer and using the correct body language

15.

Explain how you can overcome barriers to communication with customers who have a hearing impairment. A person with a hearing loss will struggle to hear at times, even with a hearing device. This is normal and to be expected a hearing device can help a person, but it cannot cure the underlying hearing loss. Your understanding and consideration of this will help them a great deal. they are asking you to repeat yourself because they value what you have to say. Shouting will make your voice distorted and hard to understand. Instead, speak clearly and if necessary, slightly slower than normal. If you do need to raise your voice, project your voice the way you would if you were speaking to a person on the other side of the room. This usually sounds clearer than shouting. Face the person When talking to a person who has a hearing loss, make sure you face them. This is helpful because they can watch your face for extra clues about what you are saying, and the volume of your voice will be louder when you are looking at them. Try not to cover or hold objects in front of your mouth, as this will make it hard for a person with a hearing loss to see and read your lips.

Reduce the distance between you and the person © J&S Learningwork 2018

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

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BSBCUS501 Manage quality customer service

Student Assessment Tasks

The ideal listening distance for a hearing-impaired person is less than two meters from the speaker. Avoid talking to a person with a hearing loss from a different room. Reduce background noise Reduce background noise if you can turn off the radio or television, close the door leading onto a busy street, pick a quieter restaurant to dine in. Rephrase the sentence Rephrase what you are saying if you need to. If a person with a hearing loss asks you to repeat something you said, repeat it once if they still cannot understand you, think of a different way to say the same thing. This is something most people will naturally do, even for those with normal hearing.

16.

Outline four keyways of providing excellent customer service. 1. Respond as quickly as possible One of the biggest factors in good customer service is speed, especially when a client is requesting something time sensitive. 2. Know your customers Great interactions begin with knowing your customers wants and needs. Customers love personalization. Get to know your customers, remember their names and previous conversations. If needed, make a note of what was discussed previously so you can refer to it the next time you meet. 3. Fix your mistakes Not taking responsibility of your mistakes is a sure-fire way to getting a bad reputation. Transparency is important in business and customer service is no different. Always strive for a high-quality output as it shows you have a high level of standards. 4. Go the extra mile Going the extra mile will not only result in an indebted and happy customer, it can also go a long way in terms of keeping yourself on their radar for future business

17.

Explain why an unhappy customer is not good for business. Reputation Damage If your business is online, a bad customer service experience can cause serious damage to your reputation. Angry customers often take to their keyboards and vent their frustrations online be it in the form of a negative review, an irate tweet on Twitter, or something else. In fact, customers are more likely to leave a review after a negative experience than a positive one. Loss of Customers (Both Current and Future)

rein those angry reviewers in and aim to rectify issues as quickly as possible. investing in your call analytics? dissatisfied customers and make changes. Loss of Profits profits. © J&S Learningwork 2018

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

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BSBCUS501 Manage quality customer service

Student Assessment Tasks

Depending on the severity of your customer loss, the number of profits you lose as a result could have a lasting impact on the financial health of your business.

18.

Explain the importance of understanding customer behaviour and two techniques that can be used to analyse customer behaviour. Understanding customer behaviour could help a company to time its promotions, marketing, and other advertising techniques. For example by observing that a customer is more inclined to buying during end of season, a company could send such a customer its promotional material informing them of end of season sales and other discounts. Understanding customer behaviour would help a company to differentiate between its customers for instance, teenagers would look for fresh and trendy styles irrespective of when these styles come about, while an officegoing person might prefer comfort and sophistication and look for styles that suit their personality and type of job. Therefore, customer behaviour could be governed largely by what people would want to express about themselves using products. Customer research: The first condition is to understand your consumer demographics, their interests, search analytics and how all these can be merged into forecasting consumer decisions. Using the Audience tool provided by Meltwater, brands can search for keywords and terms to establish a consumer group that engages with that topic the most. Breaking it down by factors such as gender, age group and related marketers gain data-driven insights into who the audience is and an understanding of their behaviour as well as psychology looking into personality type and values. Segmentation: After initi target audiences who have the most interest in your field, particularly consumers with intent to buy. Using the Audiense tool, you receive analytics on consumer behaviour and traits based on a specific discussion point related to your brand. This can then help influence marketing and advertising decisions.

19.

Explain three research methods that a business could use to find out about customer needs. 1. Individual Interviews An individual interview can be conducted over the phone, Skype, or in person. The idea is to ask your ideal user (or an existing customer) a series of questions and follow-ups to learn what motivates them to buy a product like yours. You should go into the interview with some questions prepared ahead of time, but do not feel like you need to stick to a script. If they say something interesting, ask to follow up questions that dig deeper. Really try to put yourself in their shoes and try to figure out what makes them tick. 2. Focus Groups Focus groups are generally conducted in-person. These groups are meant to provide a safe and comfortable environment for your users to talk about their thoughts and feelings surrounding your product.

© J&S Learningwork 2018

Strathfield College RTO: 91223 CRICOS Provider Code: 02736K

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BSBCUS501 Manage quality customer service

Student Assessment Tasks

3. Obs -Along An in-person observation of shopping behaviour the consumer react to your product in-store. This way, you get to see their actual shopping behaviour, as opposed to just what they would claim on a written survey.

20.

Explain the importance of keeping records of, and monitoring complaints. Management consultants often say that the key to improvement is setting adequate targets, or SMART goals. In terms of record keeping it is the M, or measurable which is key. Without adequate records it would be impossible to measure where you are and to keep track of your progress.

21.

Explain two strategies that can be used to monitor, manage and introduce ways to improve customer service relationships 1. Seek Customer Feedback To provide excellent customer service, you first need understand their needs, experiences, and pain points. Connecting with your customers to gather feedback also has another important benefit - it makes them feel that you value them and are willing to resolve their issues. This can help to establish trust and may even prevent them from sharing their concerns or negative comments on social media. 2. Strengthen Your Customer Service Team You should also o - some notable skills every customer service representative needs to have are: Empathy and patience, Good communication skills, knowledge.

References: https://www.freshbusinessthinking.com/the-importance-of-good-rec...