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BSBOPS505 Manage Organisational Customer Service Assignment Sample


Provide answers to all of the questions below:

1. Explain the purpose of the Australian Consumer Law and how it protects consumers’ rights.
Australian Consumer Law (ACL) ensures fair practices while managing the business, and the presence of this code of conduct allows customers to deal with unfair business operations, including referral selling, pyramid schemes, unfair terms of the contract, and unsolicited supplies.

2. Outline the consumer guarantees that apply for both products and services under the Australian Consumer Law.

Customers guarantees under ACL include the government's security specification concerning business organisations' necessity for selling, hiring, and leasing products sold under $100,000 and over $100,000 generally used for personal and household purposes. Customer guarantees also revolve around product quality in terms of safety and non-longevity as well as acceptable appearance as well as the presence of desirable features (ACCC, 2022). The regulation regarding guarantee ensures transparency regarding product specification in packaging. It also ensures that service providers are complying with all the requirements.

3. List the types of products and services covered by the consumer guarantee.

Types of products and services under consumer guarantee included

- Debt taken from person or institute
- Facilities available under the health, home, and travel sectors
- Online shopping
- Mobile phone servicing
- Internet and landline facilities
- Petrol, Diesel, and & LPG facilities

4. Explain why it is unlawful for a retailer to display a sign to say that no refunds are provided.

As per ACL, a retailer is responsible for providing remedies to customers under ACL, including repair, replacement, and refund in case of compensation and damages. It is illegal for a retailer to put up a sign of no refunds being provided.

5. Discuss whether consumers are legally entitled to a refund or replacement if they change their minds when buying a product or service.
Customer guarantees are not applied if a consumer changes their mind during purchasing the product in terms of availability of the same product at a cheaper rate somewhere else or not preferring the purchased item after purchasing (ACCC2, 2022). In such cases, no refunds are provided to customers.

6. Explain what information is commonly found in an organisation’s complaints policy and procedure.
Information found in the complaint policy of the organisation includes customer rights and areas covered under compliant policy and procedure as per ACW. The areas that are true of the complaint procedure are also mentioned in the policy as well as the process of making a complaint to the organisation is mentioned in the complaint policy.

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.

Two primary benefits of maintaining an effective customer complaint management system for assignment help include the development and maintenance of customer-focused business culture and reduction in operational cost by avoiding customer claims that are out of customer guarantees. Standards steps that are considered for handling customer complaints include listening to compliant, recording detail of complaints, and generating the facts associated with the complaints (Small Business Development Corporation, 2022). Further discussion of the option to fix the complaints and acting fast as well as fulfilling the promises fall under the standard steps. The last standard step is following up on the process of solving complaints.

8. Explain the concept of service standards and their importance. Identify two examples of services standards.
The concept of service standard in Australia revolves around maintaining service quality as per the National Energy Customer Framework (NECF), which ensures variability of necessary amenities, including gas and electricity. This service standard also depends on ACL, which allows customers to access services and transactions related to the supply of goods (AEMC,2022). These standards allow customers to understand their rights and allow service providers to understand their rights to ensure compliance with laws. Two examples of service standards include a clear description of manufacturers' liability on product description and service contract and mention of consumer guarantees in product packaging.

9. Explain why a company committed to best practice customer services may choose to measure its service standards.
Service standards signify the areas needed to be considered by a business organisation to avoid legal complications associated with poor delivery of services, and it also allows following customer rights and guarantees. Maintaining service standards also allow customers to learn about the areas for which the company is not liable for refund or repair. Thus, to ensure the best customer management practice, measuring service standards become necessary.

10. Explain the concept of public relations as a method of marketing communication. In your answer, explain how it can be used as a form of product and/or service promotion.

The concept of public relations revolves around understanding customer needs and making customers aware of services and products offered by a business. Public relations allow bridging the trust gap between customers and organisations (Erlangga, 2022). Public relations allow enhancing the overall credibility of business organisations to enhance customer communication. PR-based promotion ensures smooth sales and a better understanding of customers regarding the product.

11. Describe five methods through which a company can promote its products.
The five methods of product promotion include

- Personal selling: Personal selling requires the service provider to visit the customers to promote the services and product personally.

- Advertising: Advertising depends on different methods based on marketing objectives to promote new and existing products to targeted customer base (Yu and Natori, 2020).

- Sales promotion: Sales promotion depends on different offers such as documents to retain customer loyalty.

- Public relations: It allows for enhancing brand credibility and ensuring customers' trust.

Direct marketing: In this process, the market is directly involved with the promotion, sales, and delivery of the services or products.

12. Explain how customer service can impact on the public relations image of a company.

Customer relationship management allows business organisations to access feedback from customers regarding services and ensure real-time monitoring of the quality of services. Thus, it enhances customers' trust in services and customer loyalty (Juanamasta et al., 2019). Thus, public relations are highly influenced by good customer service that helps to improve brand image.

13. Outline four key ways of providing excellent customer service.

Four ways of ensuring high-quality customer service include

- Responding to customers’ needs as quickly as possible
- Treating customers as family
- Prioritising customer needs
- Meeting gaps in service as per customers’ needs

14. Explain why an unhappy customer is not good for business.

Unhappy customers can impair organisations' brand reputations, and unhappy customers can lead to a lack of customer referrals and engagement. Thus, one unhappy customer can lease 100 unhappy customers due to poor reviews and competitors' referral to peer customers, which signifies the threat of unhappy customers.

15. Explain the importance of understanding customer behaviour and two techniques that can be used to analyse customer behaviour.

Techniques that allow analysing customer behaviour include segmenting customers as per product specification and customer demand and monitoring customer engagement. Another way includes identifying the key benefits provided by the services to reach the customer group. Analysing customer behaviour allows identifying the required changes in products and services per customer needs and market trends.

16. Explain three research methods that a business could use to find out about customer needs.

Three methods for understanding customers’ needs include

Customer interviews: Customer interviews allow one to understand areas of product and service delivery, creating unsatisfactory experiences for customers.

Survey: Surveys allow targeting mass customers regarding their opinion on products and services

Focus group analysis: This type of customer need assessment technique allows focusing on a specific group of customers and understanding their demands associated with products and services.

17. Explain the importance of monitoring complaints, including how keeping records of complaints can help the organisation better its customer service approach.

Understanding customer complaints and successfully solving the complaints as well as monitoring customer complaints allow delegating similar complaints in the future. Maintaining records allows business organisations to use previously solved complaints and guide them to solve future components that enhance customer management.

18.Explain the purpose of a Customer Relationship Manager (CRM) and how it can help organisations manage and improve their customer service information and relationships.

A customer relationship manager is responsible for managing all the activities associated with customer services in terms of collecting customer responses and using customer feedback in services (Sánchez-Gutiérrez et al., 2018). Successful customer relationship management helps to enhance the brand value of the organisation and ensure successful customer engagement. Customer relationship managers thus allow guiding the path to successful customer management.

19. Identify two strategies that an organisation can use to gather feedback from its customers.
Strategies for gathering customer feedback include the feedback forms and surveys which allow accessing feedback from customers directly.

20. Social media is a powerful tool. Explain how an organisation can use it to monitor and manage customer service relationships.

Social media platforms such as Facebook and Instagram help ensure a platform for customer communication and monitoring customers' responses. It also helps to understand customers' desires associated with products and services.

21. Explain two further strategies that can be used to monitor, manage and introduce ways to improve customer service relationships.

Strategies for monitoring customer service relationships include customer feedback and reviews on different social media platforms. Email-based surveys can also be considered a strategy to monitor the efficiency of customer services.


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