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SITSS00078 Customer Service Officer

The Customer Service officer is a first point of contact for IPSO Appliances.

The primary role of a Customer Service Officer within the team is to respond to a variety of customer enquiries and requests.

These may include enquires about:

  • Types of products available
  • Product prices
  • Trouble shooting
  • Warranty requirements
  • Trouble shooting requests


A customer service officer is responsible for the following duties:

  • Responding to a range of enquires including:
    • Types of products available
    • Product prices
    • Store locations
    • Trouble shooting
    • Warranty
  • Recording all enquiries and auctioning enquiries as required
  • Promoting IPSO appliances products
  • Updating customer’s personal details
  • Referring customers to appropriate technical support if required.
  • Responding to complaints in accordance with company police


A Customer service officer must always perform their duties in line with the organisation’s policy and procedures, service standards and code of practice. They should operate within their level of authority and responsibilities. Where a customer service officer recognizes that, or is unsure about whether, the task falls in their scope of authority, they should immediately consult their Team Leader. If the Team Leader is not available, customer service officers should report to the Operations Manager.

Complaint Handling Policy and Procedures

Policy purpose

We value complaints as they assist us to improve our products, services and customer service. This policy has been designed to assist both customers and staff.

PSO Appliances is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible.

We aim to make it easy for people to make a complaint if they are dissatisfied and we will treat all customers making a complaint equally.

Our complaint handling policy and procedure is included on our web site.

Definition of a complaint

Complaints are defined as any expression of dissatisfaction or grievance made to staff by a customer or member of the public in relation to our business.

Recording complaints

  • All complaints made, verbal or written, will be recorded in our complaints form at the time the complaint is made, or as soon as possible afterwards. The complaint will be recorded by the staff member who took the details.
  • Alternatively, customers can download our form from our web site and complete it themselves.
  • When taking a complaint, staff will record the name and contact details of the customer, as well as full details of the complaint including the date.
  • Details of all communication with the customer and any actions to resolve the complaint will be recorded in the same place.
  • Customers’ personal details or details of their complaint will not be divulged to third parties unless we have their written consent.
  • All complaints will also be entered into the company’s complaint register which will be reviewed at quarterly management meetings to discuss continuous improvement and preventative measures.
  • All complaints will be actioned by the Customer Service/Administration Officer or, in complex matters, referred to the Managing Director.

Informing customers of progress

  • We strive to resolve all complaints within 10 business days of receipt. Written complaints will be acknowledged within 2 business days and a timeframe provided for the resolution of the complaint.
  • Customers will be given an indication of the timeframe at the time they make their complaint.
  • Customers will be informed of the progress of their complaint regularly, especially if there are any delays or changes to what has been agreed.
  • A standard letter will be provided advising of the outcome of the complaint and providing timelines for action.
  • Customers will be informed of any changes to our products or services as a result of their complaint.
  • Where appropriate, customers who have had a complaint resolved will be contacted at a later date to see if they are happy with how their complaint was handled.

Responding to complaints

  • All people making a complaint will be treated with courtesy.
  • Customers will be given a timeframe, a contact person and details of our complaint handling process. Where possible, the staff member taking the complaint details will be the contact person.

Escalation of complaints

  • If a complaint cannot be resolved by the usual complaint process, it should be referred to a Managing Director and the customer will be informed and given an amended timeframe for resolution.
  • If we cannot resolve the complaint to the customer’s satisfaction, we will inform them about where they can take further action i.e. Consumer Affairs Tasmania. We will provide contact details.

IPSO Appliances

Complaints Register

Date Complainant name Person responsible Description of complaint Cause Resolution Comments Systemic improvement


 10-09-2022  Zoya  Team member 1  Poor quality of food and overly priced.  Nit cooked properly  Give them proper instruction  Give instruction about the food   Instruct them
12-09-2022 Miccy Team member 2  Longer wait time  Due to Too much rush  Asked them about delayed  Asked them about the food and tell them about the fix time  Time management
20-09-2022 Harry  Team member 3  Bad sounds in taste  Taste not proper Give them proper instruction  Asked them about the taste of the food  Instruction about the food

Complaint Acknowledgement Letter

Dear harry

I am writing to advise of the receipt of your complaint about <insert brief description>.

We are currently auctioning your complaint and will advise you of the outcome in writing within 10 days of the date of this letter.

Yours sincerely


Customer Service Officer

Complaint Outcome Letter

Customer name:  Zoya

Customer address: Melbourne

Outcome of complaint – they gives me the poor quality food in lower prices.

Dear Zoya

I am writing to advise of the outcome of your complaint about they gives me the poor quality of the food in over pricess and overall my experience is not good.

At IPSO Appliances we value all of customers and strive to resolve all customer complaints to the satisfaction of our customers.

I am writing to advise you that in this they need to understand the customer needs and their concerns related to the food quality and food hygiene.

Please contact us to our operational managers they are help you to get the satisfied solution of the relevant issue. We are apologies you regarding this miss happening.

Yours sincerely

Customer Service Officer

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