BSBCMM301 - Process customer complaints
ASSESSMENT COVER SHEET
STUDENT ID STUDENT NAME
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Task 1 - Activity 1: Knowledge questions
1. Why do people make complaints? Provide at least six (6) general reasons.
2. Describe two (2) methods customers use to make complaints.
3. Describe the process of how to turn a complaint into a positive experience?
4. Describe the most effective communication techniques when dealing with customer complaints?
5. What should you do if a person becomes aggressive or difficult to handle while making acomplaint.
6. A complaint may occur due to a breach of legislation. Provide five (5) types of legislation you should be aware of when working with customers.
7. Create a checklist of details required when recording a formal complaint.
8. Provide an example of a procedure you follow in your workplace to resolve an internal orexternal complaint.
9. Provide examples of how a small business and a large organisation maintains a register of complaints.
10. Describe the style, tone and content of a complaints letter when informing a customer of anoutcome.
11. Provide at least six (6) government agencies or external bodies you could refer complaintsto, if a solution could not be reached.
12. Scenario question
You are unable to resolve an issue for a customer who did not receive his parcel sent three months earlier. The customer has made a formal complaint with your workplace and sent emails including a copy of a postal receipt from the sender.
The person responsible for deliveries has documented evidence that the parcel was delivered to the customer on 3rd March 20XX.
The customer has decided to lodge a complaint with the “Postal Industry Ombudsman” (PIO). As part of their investigation the PIO has requested a copy of all documented evidence of the issue.
a) What documented evidence could you supply the PIO?
b) What methods would you use to follow-up the complaint with the POI?
Task 1 - Activity 2: Case study - Exercise judgment
A customer complaint published by http://www.fairtrading.nsw.gov.au
Pradeep heard about an offer for a 2-week 'obligation free' trial for a fitness gym and decided to try it out. To get the free trial the gym staff asked him to fill out a form with his credit card details. Pradeep was assured that he would not be charged if he decided not to join the gym after the 2-week trial ended. Two weeks later Pradeep decided not to join the gym. Later he noticed on his credit card statement that the gym still charged him a $60 monthly membership fee. He spoke to the gym manager asking for his money back but the manager refused, saying the form he signed was a membership contract and could not be cancelled. Pradeep called Fair Trading, who explained his rights and helped him to get the gym to refund his money.
a) What are the potential effects of the issue on Pradeep and the gym.
b) What options could have been offered for Pradeep to resolve the issue earlier to avoid escalation to an external body?
c) What could the gym do to avoid this issue happening in the future.
d) Who could gym personnel contact for advice on dealing with unresolved complaints?
Task 2 - Major Case study
Use Appendix A-Kool Furniture Customer Service Policies & Procedures with this Case Study, also available in Moodle.
To complete the Case Study, you are required to complete the following activities:
Activity 1. Provide responses to questions 1 to 7 and complete the Internal Complaints Report.
Activity 2. Record the complaint in the complaints register.
Activity 3. Seek approval from your Trainer/Assessor on the decision process and refer the complaint to the manager in the form of an email.
Activity 4. Provide viable options to the customer in the form of an email. (Attach with submission)
You are a Customer Service Representative (CSR) at:
Kool Furniture PTY LTD
Shop 1/12 Collins Street, Melbourne
You speak to a dissatisfied customer, Caroline Smith, on 23rd April 2018 at 10.30am. Caroline had purchased the 'Mango Wood Trestle Dining Table', on 13th March 2018, but the table is still on the showroom floor. The customer needs the table for her 10th wedding anniversary dinner, which is now just four days away, and because the table has not been delivered as promised she is extremely annoyed and upset.
On the day of the purchase, the customer was given a 5% discount because there was a noticeable scratch on one of the table legs. It was up to Mohammed, the instore furniture specialist, to order special paint and to disguise the scratch before delivery. Although Mohammed had contacted the paint supplier several times by email and phone, it has not yet arrived.
You ask Mohammed to clarify that all attempts to order the paint were made. Mohammed says that the paint was ordered from a specialty supplier and he is still waiting on delivery, so it’s not his fault. He also reminds the customer that she received a considerable discount on the table and knew there was a scratch on the leg, which he shows her on the sales receipt.
The customer argues that she was told the scratch could be fixed and the table delivered before her anniversary dinner and no one from the store had contacted her about a delay. She tells you that if this cannot be resolved promptly she intends to take the matter further and expects a full refund. In a loud voice the customer says she will never come back to the store.
You tell the customer that you have a few options for her but to address the matter effectively, you’ll need to escalate the complaint to the next stage. You provide her with a complaint reference number #KF032017.
She insists you make all offers in writing.
Task 2 - Activity 1
1. When dealing with the customer, what steps would you follow to start the initial process ofturning the complaint into an opportunity? List at least eight (8) key steps.
2. What effective communication techniques would you use when dealing with the customer?
3. At what stage of the escalation process did the customer make her complaint? Explain thisstage of the process?
4. Provide details of the company’s refund policy?
5. What two (2) external bodies could the customer contact to lodge an external complaint?
6. What are the consequences for the customer and Kool Furniture if an appropriate resolutioncannot be reached?
7. Could this complaint have been avoided? How?
8. Complete the Internal Complaints Report according to organisational protocols, policies and procedures. (Refer to Case Study description and Appendix A)
Internal Complaints Report
Your name: Position:
Store location: Store Manager:
(a) Details of the customer, the product/s and staff involvement:
(b) Documents relating to the complaint:
(c) Date, location and details of the Internal complaint:
(d) Details of External complaint:
(e) Customer’s expectations:
(f) Actions taken to date:
(g) At least 3 viable options offered to the customer in accordance with company policy and procedures:
Task 2 - Activity 2
Record accurate and clear details of internal complaints.
Date: Complaint Number: Name of complainant: Brief description of complaint: Referred to: Follow-up procedure:
ILSC Business College: BSBCMM301 Assessment Version 4. 0518
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Task 2 - Activity 3
For this activity, you will seek approval and refer the complaint.
Discuss and seek approval from your Trainer/Assessor for your proposed options to resolve the complaint according to organisational policies and relevant legislation. (Discuss your options, Section (g) Internal report)
I have assessed and approve the options offered to the customer by the student. Trainer/Assessor signature:
1. Create an email in business format using Microsoft Word.
2. Address the email to the Customer Service Manager. (CSM)
3. Refer the complaint for his approval of your proposed options to resolve the complaint.
4. Indicate that you are forwarding all documents and investigation reports.
(Attach your email with submission)
Task 2 - Activity 4
For this activity, you will provide the customer with viable options to resolve the complaint.
1. Create an email in business format using the Microsoft Word template (Download template from Moodle_Unit Resources)
2. Address the email to the customer
3. Explain and provide viable options to negotiate a resolution using:
o Effective communication techniques
4. Include information on Kool Furniture’s:
??Complaints process including legislation and external reporting ??Refund policy
(Attach your email with submission)
ILSC Business College: BSBCMM301 Assessment Version 4. 0518
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