Unit Code

For Trainer and Assessor to complete:

◻   Student requested reasonable adjustment for the assessment

Did the student satisfactorily address each question as instructed:

Assessor Signature:

Date:

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.

·         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.

·         assessment coversheet,

·         answers to all questions,

·         references.

•         access to Microsoft Office suites or similar software,

•         learning material.

2) Time- When the response time is poor repeatedly then can result in dissatisfaction among consumer and can be a major cause in loss of revenue.

3) Cost – It refers the services cost that are incurred by CollaGenex that is in connection with  distributing products t consumers account, warehousing products, for billing and ordering process and collection activities (Cook, 2017).

If the complaint is not solved at this stage then the customer can place a complaint via Email or complaint support form.

Direct link to privacy policy: https://solutions.jbhifi.com.au/privacy-policy/

A consumer can register their complaint by calling on customer care or via Email or complaint form.

Then JB HI- FI handles the complaintcollectst the information and discusses it with the relevant business, finds out remedies, noitify their customers about the results concluded by the investigation.

2) Consumer protection

3) Data protection

4) Equal opportunities

5) legislation related to trade practices.

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.

2) Greet the customers by using their first name

3) Respond to their enquiry as sooon as possible.

2) Redirected service model

Avoid patronizing and treat them in a way that they are valued consumers.

respect their suggestions and do not insist them on providing your own assistance.

o   List 3 customer behaviours.

1) behaviour of seeking variety

2) Behaviour of habitual buying

3) Behaviour of complex buying

2) Through personalized interviews

3) Through research data interpretation that is collected by another company.

2) By understanding their expectations

3) By being responsive

4) By staying in touch with them (Tax, et al., 2013).

2) By establishing clear KPIs

3) By discussing with the team to eliminate bias

2) Find effctive solutions

3) Find out alternatives

4) Implement the solution that is finalized

5) Evaluate the resulted outcome

It can also be done by offering recommendations and help to the consumer.

H

What are 2 strategies for monitoring, managing and introducing ways to improve customer service relationships? Briefly describe them.

1) By understanding the needs of the customers – Can help the company to evaluate its product and whether it is sufficient to meet the requirements of the customers. And help the company to understand the current market needs (Tax, et al., 2013).

2) By setting communicative standards for service – it helps to provide the customer with effective and qualitative services.

2) By collecting information via focus groups (Deery  & Nath, 2012).

2) Collect the detailed records of the registered complaint.

3) Discuss with the staff members about measures to solve the problem

4) Take required actions upon it

5) Conduct a follow up.

2) Engage some prospects related to customer

3) Evalute some metrics and processes

4) Look towadrs the future and determine actions according to it.

2) try to underpromise then overdeliver

3) Always keep the lines open for communication

4) Always try to check in with the customers in the first place.

2) Never be afraid of sharing prototypes

3) Plan questions that are needed to be asked

4) Summarize the findings and collect feedback (Deery  & Nath, 2012).

2) Understand their expectations

3) do not make false promises

4) Build a strong partnership with them

5) Seek their feedback