ASSESSMENT ANSWER BOOKLET

FULL NAME
STUDENT ID NVR TERM 2 YEAR 2023
UNIT NAME Manage Organisational Customer Service
UNIT CODE BSBOPS505 DUE DATE 16/04/2023 DATE SUBMITTED
TRAINER NAME Adib Mohammad

Student Declaration

By submitting this assessment, I acknowledge and agree that:

1. I declare that this assessment has been completed by me and is my own work.
2. I have read and understood the assessment requirements for this unit.
3. This assessment is submitted in accordance with the NVR Copying and Plagiarism
Policy. I also understand the serious nature of academic dishonesty (such as
plagiarism) and the penalties attached to being found guilty of committing such
offences.
4. No part of this assessment has been copied from any other source without
acknowledgement of the source.
5. No part of this assessment has been written by any other person, except to the
extent of collaboration and/or group work as defined in the assessment.
6. A copy of the original assessment is retained by me and that I may be required to
submit the original assessment to the trainer upon request.
7. I am aware that assessments are completed within a simulated work environment.
8. I am aware of my appeal rights.

Student Name

Date
 ASSESSMENT ANSWER BOOKLET

BSBOPS505
Manage Organisational Customer Service

You only need to submit the answers of the assessment tasks to your trainer.
Please do not submit any instructions in red.

Task 1 – Written Answers

Students, please read each question below and provide your answers. Please DO NOT COPY
from any website as you will need to summarise in your own words what you have found
for each question. Please make sure all questions are answered in your own words.

For all your tasks in this unit, you will need to create a folder and save the documents. In
Task 2 you will be asked to provide a screenshot of all the documents you have created, so it
is recommended that you save all the documents you have created on a USB.

1. Describe three (3) consultation and communication processes that a company Explain
the purpose of the Australian Consumer Law and how it protects consumers’ rights.

1. Inform employees up-front: At the start of the project, let employees know that the
company will work on developing (or updating) company policies and procedures.

2. Ask for feedback: To encourage employee involvement and buy-in, ask employees for
their ideas about what they think should be included in the employee handbook or
policy manual.

3. Introduce final product: Conduct a meeting with all staff to introduce the completed
handbook or manual and review its purpose.

The Australian Consumer Law (ACL) is the national regulation in charge of protecting
consumers from unfair and unsafe business deals when it comes to buying goods and
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acquiring services. The ACL also provides people with businesses with a coverage of
more than one state or territory consistency and clarity on consumer’s rights and
obligations.

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

Consumer guarantees for services

As part of consumer law and fair trading laws, the ACCC regulates consumer
guarantees. As a business owner, you must understand consumer rights in order to
comply with your obligations. Businesses must provide an automatic guarantee to
consumers with any product or service they sell. The guarantee includes that products
or services will work and do as advertised.

Products

ACL provides automatic guarantees to consumers that apply regardless of the

warranties you give or sell to consumers. Warranties are voluntary promises you can
offer to consumers. The warranties apply to the product or service you sell to a
consumer and can be enforced under contract law and the ACL.

3. List the types of products and services covered by the consumer guarantee.
New and second-hand products
Sale items
Items bought from an Australian business online.
Services under $40,000 or over $40,000 that are normally bought for personal or
household use

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

It is unlawful because they state that it is not possible to get a refund under any
circumstance not even if an issue or unwanted situation pops up with the goods or
service, like a defect or lack of due care or treatment.
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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 entitled to any kind of replacement or refund under the consumer
guarantees wheter they got what they requested and then they simply changed their
mind, acquired the product cheaper from another supplier, or decided they did not
want to take the purchase or had no use for it.

6. Explain what information is commonly found in an organisation’s complaints policy and

procedure.

The organisation’s complaints should include reasurement for customers as they

provide their feedback and the company is committed to resolving their issues in a fair,
timely and efficient manner. It should also: explain how customers can make a formal
complaint and how it should be managed

7. List at least two (2) 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.

1. Benefits:

Increasing complaint handling efficiency and customer satisfaction

Fielding customer complaints while remaining compliant

Standard steps to manage customer complaints:

1. Listen to the complaint. Thank the customer for bringing the matter to your
attention.
2. Record details of the complaint. ...
3. Get all the facts.
4. Discuss options for fixing the problem.
5. Act quickly.
6. Keep your promises.
7. Follow up.
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9. Explain the concept of service standards and their importance. Identify two (2)
examples of services standards.
Concept of service standards: A service standard specifies requirements that should be
fulfilled or meet by a company or service to establish its suitability for purpose.

Their importance: Service standards are important for customers, potential customers,
employees and management of a business. Because they help companies to define
what a customer can expect and to remind management and employees of the
challenge and obligations that they may face or undergo.

Examples of customer service standards: Please provide 2 examples

1. 95% of responses to written inquiries are accurate and issued within 30 days.
2. Telephone inquiries are accurately and timely answered

10. Explain why a company committed to best practice customer services may choose to
measure its service standards.
The important of measuring service standards: The level of customer service a
company and its staff provides its customers with contributes on the way the
customers perceive the business. Besides, it may also influence their purchasing
decisions.

11. 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.

Public relations are a valuable tool in the promotional mix. Unlike paid marketing
programs such as advertising your business, public relations is focused on earned
media and can take advantage of unpaid communication channels.
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12. Describe five (5) methods through which a company can promote its products.
1. Exclusive previews
2. Introductory offers
3. Google My Business promotions
4. Contests and giveaways
5. Email marketing

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

It helps improve customer loyalty and satisfaction, can lead to positive word-of-
mouth that boosts brand reputation and drives profits. The most exceptional
customer service can also enable organisations to avoid public relations nightmares
that an have a long-term negative impact on their image and bottom line.

14. Outline four (4) key ways of providing excellent customer service.

1. Respond as Quickly as Possible: In today’s society, people don’t like to wait.

Technology has helped us communicate quicker and get results faster. When
someone contacts you with a question or concern, responding quickly can make a
huge difference.

2. Go the Extra Mile: If you don’t have high standards, you can’t really expect people
to pay you well for your products and services. Some clients and customers are also
looking for you to earn their trust.

3. Treat Your Customers or Clients Like Family: treating your customers and clients
like family doesn’t mean you need to be too laid back and unprofessional. It means
you should try to learn more about the people who engage in your business so you
can provide a better service for them.

4. Always Fix Your Mistakes

When you make a mistake or under-deliver, never hide from your faults. Instead,
confront the situation, offer an apology if necessary and fix any issues.
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15. Explain why an unhappy customer is not good for business.
Customer dissatisfaction has far-reaching effects on your business because
customers will not patronize brands that they do not trust.

16. Explain the importance of understanding customer behaviour and two (2)
techniques that can be used to analyse customer behaviour.

The importance of understanding customer behaviour: Understanding consumer

behaviour is important for businesses because it can help them to make better
decisions about their products and services.

Techniques that can be used to analyse customer behaviour: Please provide 2

examples

1. Do a consumer behavioural analysis: a behavioural analysis can teach you a

lot about how consumers behave and interact with your product or brand. You might
end up zeroing in on the specific, influencing factors that come into play when they
make buying decisions involving your brand.

2. Get advanced audience insights: along with social media, review sites,
message boards, forums, blogs, videos, podcasts, comments sections, and other
channels are full of insights about your customers and customer journey.

17. Explain three (3) research methods that a business could use to find out about
customer needs.

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

1. Surveys: they are a form of qualitative research that ask respondents a short
series of open- or closed-ended questions, which can be delivered as an on-screen
questionnaire or via email.
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2. Interviews are one-on-one conversations with members of your target market.
Nothing beats a face-to-face interview for diving deep (and reading non-verbal cues),
but if an in-person meeting isn’t possible, video conferencing is a solid second
choice.

3. Focus group: Focus groups bring together a carefully selected group of

people who fit a company’s target market. A trained moderator leads a conversation
surrounding the product, user experience, and/or marketing message to gain deeper
insights.

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

The importance of monitoring complaints:

complaints management truly is an essential component of customer service and

business success. Not only is it the means to gather valuable customer insight, it also
helps your company progress to improvements that lead to reduced costs, increased
profitability and increased customer satisfaction

The importance of keeping records of complaints: increases your own credibility as

well. It can increase the ability of a regulator or court to act, establish intention,
protect you from charges of libel or slander, and give you a moral advantage.

20. Identify two (2) strategies that an organisation can use to gather feedback from its
customers.

Purpose of CRM: A customer relationship management (CRM) solution helps you find
new customers, win their business, and keep them happy by organizing customer
and prospect information in a way that helps you build stronger relationships with
them and grow your business faster.
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CRM can improve customer relationships: CRM allows your business to automate
responses, support requests, and more.

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

Social media can help companies build loyalty and trust through conversation – by
responding quickly enough, you will show that customers can count on your support
and professional service.

22. Explain two (2) further strategies that can be used to monitor, manage, and
introduce ways to improve customer service relationships.

Examples: Survey customers, survey staff, conduct focus groups

1. Ask customers for their feedback: asking your customers for feedback on their
preferred channels is a great start.

2. Offer regular employee training and mentoring: analysing your service channels
may reveal areas where agents need to improve