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◻ Student requested reasonable adjustment for the assessment
|Question||Marking Sheet – Assessor to complete.
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|Task Outcome: Satisfactory ☐ Not Yet Satisfactory ☐|
Task 1 – Knowledge Questionnaire
|Task summary and instructions|
|What is this assessment task about?||This assessment is a written questionnaire with a mix of objective and subjective questions.
The questionnaire is designed to meet the knowledge required to meet the unit requirements safely and effectively.
The questions focus on the knowledge evidence required for this unit of competency:
· legislative and regulatory frameworks governing customer service
· elements of effective customer service including quality, time and cost
· organisational policies and procedures for customer service and handling customer complaints
· relevant service standards and best practice models
· key principles of public relations and product promotion
· common techniques for solving complaints
· principles and techniques involved in managing:
o customer behaviour
o specific customer needs
o customer research
o customer relations
o ongoing product and service quality
o problem identification and resolution
o quality customer service delivery
o record keeping and management methods
· strategies for monitoring, managing and introducing ways to improve customer service relationships
· strategies to obtain customer feedback.
Your assessor will be looking for demonstrated evidence of your ability to answer the questions satisfactorily, follow instructions, conduct online research and review real or simulated business documentation as instructed.
|What do I need to do to complete this task satisfactorily?||· submit your answers to the questions within the set timeframe,
· answer all questions as instructed,
· answer all questions using your own words and reference any sources appropriately,
· all questions must be answered satisfactorily.
It is advisable to:
· review the questions carefully,
· answer the questions using online research and the learning material provided for the unit and by reviewing real or simulated relevant business documentation (such as policies and procedures),
· further research the topics addressed in each question.
|Specifications||You must submit to GOALS the
· assessment coversheet,
· answers to all questions,
|Resources and equipment||• computer with Internet access,
• access to Microsoft Office suites or similar software,
• learning material.
|Re-submission opportunities||You will be provided feedback on your performance by the Assessor. The feedback will indicate if you have satisfactorily addressed the requirements of each part of this task. If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you with written feedback along with guidance on what you must undertake to demonstrate satisfactory performance. Re-assessment attempt(s) will be arranged at a later time and date. You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly or have other appropriate grounds for an appeal. You are encouraged to consult with the assessor prior to attempting this task if you do not understand any part of this task or if you have any learning issues or needs that may hinder you when attempting any part of the task.|
Answer all the questions below:
Outline four (4) legislation and regulations that are relevant to customer service.
|Legislation and regulations||Outline
(40-80 words each)
|Managing complaints from customer||A complaints which are well managed can helps business to give a benifit and growth. A good owners of business are listen to customer complaints in an effective way and handles them properly.|
|Provide them with accurate information.||A business has responded to provide accurate knowledge to the customers about the product and knowledge them everything about the product in an accurate way.|
|Quality of product and service||It is a business duty to provide quality goods and services to the customer. And provide them with accurate and pure products. Free from chemicals and alteration free.|
|Provide compensation||It is a business duty to provide compensation to the customer as soon as possible and provide them easy and fast compensation to customer complaints.|
Discuss the following elements of effective customer service:
|Quality: it is a service that is involved and which provides efficient, friendly service ad quick to the customer and also building a strong relationship with them. It is a business duty to provide quality goods and services to the customer. And provide them with accurate and pure products. Free from chemicals and alteration free.
Time: if the business has done a poor response time, especially if it is done in a repeated way then it results In the loss of the customer and the business profitability. There should be fast service delivery.
Cost: the cost refers not only to the price of the product but also encompasses into the purchase costs or use costs and for post-use costs, there must be no cost discrimination and the cost must be decided according to the product cost must be not too high (Arsenault, 2014).
Read the terms & conditions & policies of JB HI FI which provides a good overview of their customer service processes: https://support.jbhifi.com.au/hc/en-a , click on Terms and Policies.
Address the following:
|A||Summarise 3 organisational policy and procedures for customer service. (30-50 words/each)||Provide them with accurate information- A good owners of business are listen to customer complaints in an effective way and handles them properly.|
|Provide compensation – It is a business duty to provide compensation to the customer as soon as possible and provide them easy and fast compensation to customer complaints.|
|Quality of product- It is a business duty to provide quality goods and services to the customer|
|B||Describe how a customer can place a complaint with JB HI FI? (30-50 words)
|A customer can place a complaint through the email and place via call or also can place the complaint on visiting the given site. Companies share a lot of information about the contact of the company and also mention their number.|
|C||Describe the JB HI FI handles complaints related to privacy. (50-100 words)
|They secure the complaints related to privacy and handle them in really effective way. The personal information they hold and secure in a protective environment that is protected from misuse.|
|D||List 5 legislation and regulations that are relevant to customer service in the organisation.||Proper complaints procedure.
Provide quality of goods and services.
Policies related to compensation.
Provide accurate and effective information about good and services (Kumar & Reinartz, 2018).
Good customer service is part of a company’s success.
Address the following:
|A||Identify and list:
o 3 service standards relevant to customer service
o 2 best practice models for customer service
o Explain why service standards and best practice models are important in customer service.
· Responsiveness (Maden, et al.,2014)
|Best Practice Model:
Set customer expectation in an effective way.
Businesses listen to customers listen first then speak (Terziev, et al., 2018).
|Importance in customer service (40-80 words)
It is very important for the customer and also important for the overall business. It helps to define the customer’s expection and to remember the management to the challenges and obligations which they face.
|B||Outline 3 public relations methods. (30-50 words each)||· Advertorials – it is a form of advertising which is in the form of a newspaper it helps to allow the manager to associate the advertising with reliability.|
|Social media –it helps to bypass the media and also straight to the customer. By using social media sites such as Twitter Facebook|
|· Newsletters – newspapers are the best way to promote the business, and communicate with the customers, and keep them up-t0- date about the product and service.|
|C||Outline 3 product promotions methods. (30-50 words each)||Television – television are the best way of promote the product or service by this many people has reached the adversity and many it reaches many peoples.|
|· Newspaper – newspapers are the best way to promote the business, communicate with the customers, and keep them up-t0- date about the product and service.|
|Social media – in today’s era social media are the best source of promotion the product and services. Because it reaches lots of people (Zaruba & Parfentenko, 2021).|
|D||Outline 2 techniques for dealing with customers. One technique must include techniques to deal with customers with specific needs. (30-50 words each)
|Learn to listen – there must be proper techiques to deal with the customer and businessman have to listen to the customer first in an effective way.|
|Apologize – manager or businessman has to apologize if he make some mistake related to product and services or goods or related to quality and anything.|
Outline the following principles and techniques used when solving complaints. (30-50 words each).
|Question||Answer (30-50 words/answer)|
|A||o Why is it important to identify and understand customer behaviours?
o List 3 customer behaviours.
|It is very important to understand the customer behaviors and the market trend it helps businesses to make the best decision for the organization and it is also very helpful to make a good decision about the goods and services. By understanding the customer needs.
Habitual behavior of buying
Variety behavior seeking.
Complex behavior about buying.
|B||How do you conduct customer needs research?||To conduct customer needs we can gather data from the customers. Then after choosing the right tools we have to analye the customer feedback and then visualize the data and align the product (Bone, et al., 2015).|
|C||How can you manage good customer relations?||We can build the relation with the customers by staying In touch with them, talking with them, and by taking feedback and being responsive, and by making consistent. And by improving communication with the customer and regularly feedback process.|
|D||How can you keep ongoing product and/or service quality?||We can keep the quality of product and services by encouraging feedback, by surveys, and establishing thKPI’S also evaluate them regulary and motivating the team to reduce bias.|
|E||Outline a process for problem identification and resolution.||Process for identification is first to identify the problem then generate the solutions and evaluates and decide solutions and implement the solutions them improve it if needed. The Outcome can be evaluated.|
|F||How would you describe quality customer service delivery?||We can describe the customer service quality involves the providing quick, effective and friendly services to the customer as well as maintain a strong relationship with them.|
|G||Outline one record keeping and management method.||Rentention or disposal procedure
Every records have its own life time span. It is important to rentention and disposal schedules in the correct form manager has to know how to record and how to destroyed and who is responsibility on the specific set.
|H||What are 2 strategies for monitoring, managing and introducing ways to improve customer service relationships? Briefly describe them.||The two strategies are
We can ask customers for their valuable feedback:
By taking feedback from the customer it is a great method to monitor the service this process also helps businesses in maintaining their relationship with the customers and increases the profitability rate.
It is the best way to do monitoring and also know the problems and everything to the customer this process also helps businesses in maintain their relationship with the customers and increases the profitability rate.
|I||Describe 2 strategies to obtain customer feedback.||Through surveys
It is a very popular and effective method for getting customer feedback through the survey. It is the most common and effective way. Through this process, we can be connected with a lot and more people and can take their valuable feedback.
It is a very popular and effective method for getting customer feedback by the survey. It is the the most common and effective way.
|L||Briefly describe how to effectively solve customer complaints.||Firstly we have to thank to the customer and then put the emotions aside, avoid challenges acknowledge what they are saying in an effective way. Provide them support, maintain flexibility then apologize in an effective way (Knox & Van Oes, 2014).|
Outline how you would manage the following (include process and techniques you would use in your answer).
|Managing customer behaviours||We have to identify the customer expectation by taking interviews of customers from their perspective then engage the prospects and evaluate the process andmetricss( Baratzadeh & Hasheminejad, 2022).|
|Managing specific customer needs||For this, we have to set accurate expectations and make a plan for it ad overdeliver and underpromise and we have to never asked them about to wait and keep the communication open.|
|Performing customer research||We have to plan the questions and decide what we want to know and plan that whom to talk then plans for interview manager should not affair to share their persective. And listen them carefully.|
|Managing customer relationships||We can build the relation with the customers by staying In touch with them, talking with them, and by taking feedback, and being responsive, and by making consistent. And by improving communication with the customer and regularly feedback process (Kumar & Reinartz, 2018).|
Appendix 1 –Useful Links
Legislations and Regulations
- Privacy Act : https://www.oaic.gov.au/privacy/the-privacy-act/
- Anti-Discrimination Acts : https://www.humanrights.gov.au/sites/default/files/GPGB_quick_guide_to_discrimination_laws_0.pdf
- WHS: https://www.safeworkaustralia.gov.au/
- Contract Law : https://www.acc.com/resource-library/australian-contract-law
- Advertising : (https://www.accc.gov.au/accc-book/printer-friendly/29527
- Australian Consumer Law and Marketing Communication: http://www.marketingminds.com.au/regulation.html
- Warranties and Guaranties : http://www.marketingminds.com.au/regulation.html
- Anti-competitive behaviour: https://www.accc.gov.au/business/anti-competitive-behaviour
- Advertising codes and regulations: https://www.communicationscouncil.org.au/public/content/ViewCategory.aspx?id=306
- Intellectual Property : https://www.ipaustralia.gov.au/about-us/legislation/ip-legislation
Arsenault, P. (2014). Using social media for effective customer service. The Vermont Connection, 35(1), 3.
Baratzadeh, F., & Hasheminejad, S. M. (2022). Customer Behavior Analysis to Improve Detection of Fraudulent Transactions using Deep Learning. Journal of AI and Data Mining, 10(1), 87-101.
Bone, S. A., Fombelle, P. W., Ray, K. R., & Lemon, K. N. (2015). How customer participation in B2B peer-to-peer problem-solving communities influences the need for traditional customer service. Journal of Service Research, 18(1), 23-38.
Knox, G., & Van Oest, R. (2014). Customer complaints and recovery effectiveness: A customer base approach. Journal of marketing, 78(5), 42-57.
Kumar, V., & Reinartz, W. (2018). Customer relationship management. Springer-Verlag GmbH Germany, part of Springer Nature 2006, 2012, 2018.
Kumar, V., & Reinartz, W. (2018). Customer relationship management. Springer-Verlag GmbH Germany, part of Springer Nature 2006, 2012, 2018.
Maden, D., Göztaş, A., & Topsümer, F. (2014). Effects of service standards communication and servant leadership on strategic competence and customer orientation. Chinese Business Review, 13(11), 659-667.
Terziev, V., Banabakova, V., & Georgiev, M. (2018, June). Developing customer service standards. In International Conference Knowledge-Based Organization (Vol. 24, No. 2, pp. 117-122).
Zaruba, V. Y., & Parfentenko, I. A. (2021). Methods of using websites in integrated business promotion of enterprises. Economy of Industry, (2 (94)), 124-140.