BSBCUS501 Manage Quality Customer Service Assessment Answer

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Question :

Assessment Information

The assessment tasks for BSBCUS501 Manage quality customer service are included in this Student Assessment Tasks booklet and outlined in the assessment plan below.

To be assessed as competent for this unit, you must complete all of the assessment tasks with satisfactory.

Assessment Plan

Assessment Task
Overview
1. Written questions
You must correctly answer all questions.


2. Customer service planning project
You must develop a customer service strategy and meet with the management team to seek feedback and approval.


3. Customer service delivery project
You must review customer correspondence to ensure it meets required response times and information requirements, as well as meet with staff to discuss variances and required actions.
4. Customer complaints analysis project
You must review a complex complaint and develop solutions to avoid poor customer service.
5. Customer feedback and analysis project
You must develop a customer survey and analyse the results of a customer survey.

Assessment Preparation

Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for clarification if you have any questions at all.

When you have read and understood this unit’s assessment tasks, print out the Student Assessment Agreement. Fill it out, sign it, and hand it to your assessor, who will countersign it and then keep it on file.

Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.

Assessment appeals

If you do not agree with an assessment decision, you can make an assessment appeal as per RSB assessment appeals process.

You have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly or have other appropriate grounds for an appeal.

Naming electronic documents

It is important that you name the documents that you create for this Assessment Task in a logical manner. Each should include:

  • Course identification code
  • Assessment Task number
  • Document title (if appropriate)
  • Student name
  • Date it was created

For example, BSBCUS501 AT2 Customer Service Strategy Joan Smith 20/04/17

Additional Resources

You will be provided with the following resources before you begin each Assessment Task.

Assessment Task 2

  • Customer Service Strategy Template

Assessment Task 3

  • Customer Emails and Responses
  • List of Services
  • Policy and Procedures

Assessment Task 4

  • Briefing Report Template

Assessment Task 5

  • Customer Survey Report Template

Assessment Instructions

Each assessment task in this booklet consists of the following:

Assessment Task Cover Sheet

This must be filled out, signed and submitted together with your assessment responses.

If you are submitting hardcopy, the Cover Sheet should be the first page of each task’s submission.

If you are submitting electronically, print out the cover sheet, fill it out and sign it, then scan this and submit the file.

The Assessment Task Cover Sheet will be returned to you with the outcome of the assessment, which will be satisfactory (S) or not satisfactory (NS). If your work has been assessed as being not satisfactory, your assessor will include written feedback in the Assessment Task Cover Sheet giving reasons why. Your assessor will also discuss this verbally with you and provide advice on re-assessment opportunities as per RSB re-assessment policy.

Depending on the task, this may include

  • resubmitting incorrect answers to questions (such as short answer questions and case studies)
  • resubmitting part or all of a project, depending on how the error impacts on the total outcome of the task
  • redoing a role play after being provided with appropriate feedback about your performance
  • being observed a second (or third time) undertaking any tasks/activities that were not satisfactorily completed the first time, after being provided with appropriate feedback.

Assessment Task Information

This gives you:

  • a summary of the assessment task
  • information on the resources to be used
  • submission requirements
  • re-submission opportunities if required

Assessment Task 1: Written Questions

Task summary

This is an open book test, to be completed in the classroom. A time limit of 1 hour to answer the questions is provided.

You need to answer all of the written questions correctly.

Your answers must be word processed and sent to the assessor as an email attachment.

Required

  • Access to textbooks and other learning materials
  • Computer with Microsoft Office and internet access

Submit

  • Answers to all questions

Assessment criteria

All questions must be answered correctly in order for you to be assessed as having completed the task satisfactorily.

Re-submission opportunities

You will be provided feedback on their 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 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 assessment.

Written answer question guidance

The following written questions use a range of “instructional words” such as “identify” or “explain”, which tell you how you should answer the question. Use the definitions below to assist you to provide the type of response expected.

Note that the following guidance is the minimum level of response required.

Analyse – when a question asks you to analyse something, you should do so in detail, and identify important points and key features. Generally, you are expected to write a response one or two paragraphs long.

Compare – when a question asks you to compare something, you will need to show how two or more things are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected to write a response one or two paragraphs long.

Contrast – when a question asks you to contrast something, you will need to show how two or more things are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write a response one or two paragraphs long.

Discuss – when a question asks you to discuss something, you are required to point out important issues or features and express some form of critical judgement. Generally, you are expected to write a response one or two paragraphs long.

Describe – when a question asks you to describe something, you should state the most noticeable qualities or features. Generally, you are expected to write a response two or three sentences long.

Evaluate – when a question asks you to evaluate something, you should put forward arguments for and against something. Generally, you are expected to write a response one or two paragraphs long.

Examine – when a question asks you to examine something, this is similar to “analyse”, where you should provide a detailed response with key points and features and provide critical analysis. Generally, you are expected to write a response one or two paragraphs long.

Explain – when a question asks you to explain something, you should make clear how or why something happened or the way it is. Generally, you are expected to write a response two or three sentences long.

Identify – when a question asks you to identify something, this means that you are asked to briefly describe the required information. Generally, you are expected to write a response two or three sentences long.

List – when a question asks you to list something, this means that you are asked to briefly state information in a list format.

Outline – when a question asks you to outline something, this means giving only the main points, Generally, you are expected to write a response a few sentences long.

Summarise  when a question asks you to summarise something, this means (like “outline”) only giving the main points. Generally, you are expected to write a response a few sentences long.

Assessment Task 1 Instructions

Provide answers to all of the questions below:

  1. Explain the purpose of the Australian Consumer Law and how it protects consumers’ rights.
  2. Outline the consumer guarantees that apply for both products and services under the Australian Consumer Law.
  3. List the types of products and services covered by the consumer guarantee.
  4. Explain why it is unlawful for a retailer to display a sign to say that no refunds are provided.
  5. Discuss whether consumers are legally entitled to a refund or replacement if they change their mind when buying a product or service
  6. Discuss the statement below in relation to guidelines about consumer guarantees. Provide an example to illustrate your answer. “Some suppliers or manufacturers tell the consumer an extended warranty provides extra protection, which the consumer would not have unless they buy it.”
  7. Explain at least two benefits of an effective complaint handling system for businesses and consumers and outline the standard steps that you would use to effectively deal with a customer complaint.
  8. A retailer wishes to establish a consistent welcome procedure for sales staff to follow when a potential client enters the sales room. Outline a standard procedure that the salespeople could follow. Your answer should be in easy to follow steps.
  9. Explain the concept of service standards and their importance. Identify two examples of services standards.
  10. Explain why a company committed to best practice customer services may choose to measure its service standards.
  11. Explain the concept of public relations as a method of marketing communication
  12. Explain five methods by which a company can promote its products.
  13. Explain how customer service can impact on the public relations image of a company.
  14. Explain how you could overcome verbal communication barriers with customers.
  15. Explain how you can overcome barriers to communication with customers who have a hearing impairment.
  16. Outline four keys way of providing excellent customer service.
  17. Explain why an unhappy customer is not good for business.
  18. Explain the importance of understanding customer behaviour and two techniques that can be used to analyse customer behaviour.
  19. Explain three key customer research methods.

Assessment Task 2: Customer service strategy planning pro

Task summary

For this assessment task you are required, in the role of Operations Manager of Ozhouse Clean, to research and develop a customer service strategy for the company. Your strategy will need to be discussed with, and agreed on by, senior management.

Submit

  • Email to your assessor with your regulations report and your customer service strategy attached.
  • Email to your assessor with your revised customer service strategy and screen shot attached.

Assessment criteria

For students’ performance to be deemed satisfactory in this assessment task, they must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, they will be asked to 

Assessment Task 2 Instructions

Carefully read the following:

Ozhouse Clean is a cleaning services company based in Melbourne. The company offers professional, residential cleaning services, including regular home cleans, as well as spring cleans.

The company’s mission, vision and values as follows

Mission

Ozhouse Clean is committed to providing the highest quality residential and commercial cleaning services available by exceeding the expectations of our clients.

Vision

We are constantly working to establish ourselves as the most respected and sought-after contract cleaning and facilities support service in Melbourne.

Values

Respect: taking time to understand and value each of our customers and respecting their choices. Responsibility: acting with integrity towards our staff, our customers, the community and the environment. Caring: a duty of care for our staff, customers and the environment.

Excellence: to always look to provide the best quality experience with regards to our cleaning and our customer service.

Integrity: to act with honesty, openness and do what we say we will do. Innovation: to be industry leaders.

Objectives

Our key objectives and that are fundamental to our business in delivering world-class cleaning and customer service, are as follows:

  • Provide our customers with a professional and friendly service.
  • To increase the number of clients by 10% each year.
  • Meet or exceed the expectations of customers.
  • Implement best practice in cleaning operations, including environmentally sustainable practices.

Currently 70% of the company’s customers are residential customers. Most of these customers are full-time workers, needing cleaning services because of their busy lifestyle. Most customers use regular cleaning services (either once a week or twice a week for 3 – 4 hours).

The company also has a small number of commercial contracts for cleaning. Generally, these involve cleaning staff going in each evening for 2 hours to clean the office.

Regular services are priced at $35 per hour and the market is very sensitive to price and quality of service delivered.

The company does not currently have a customer service strategy. As part of the current strategic planning process and overall drive to achieve excellence within the company you, as the Operations Manager (responsible for a team of staff including call centre operators and the cleaning team), have been tasked with the responsibility to develop a customer service strategy and a customer service charter that aligns with the company’s strategic plan mission, vision and objectives. All customer services strategies need to be implemented during upcoming year and a priority assigned.

The management team has developed a key principle on which the customer service strategy is to be based:

We listen to our customer, understand their needs and deliver services to meet these needs.

The management team has advised that all strategies must come from that principle and that strategies must also address (but not be limited to) the following key areas:

  • Staff training: currently staff are not trained in customer service
  • Customer feedback mechanisms: there are no formal mechanisms in place for customers to provide feedback
  • Quality and consistency of service provided: while the company does not receive many complaints, most of them relate to customers being unhappy with the level or detail of cleaning provided. A quality assurance mechanism needs to be in place to be able to check that the cleaning completed will be satisfactory to the customer. This is currently not in place.
  • Development of a customer service charter: the company wants to tell customers about what they can expect, how they can provide feedback and the complaints process.

Complete the following activities:

1. Write a regulations report.

Use the Internet to find out about legislation and regulations that the company needs to abide by in its delivery of services and ensure that this information is incorporated into the development of customer service strategies.

You will also need to provide an overview of the legislative and regulatory context at the meeting with staff so ensure you make notes to guide your delivery of the information to staff.

Use the Internet to find examples of customer service strategies developed by other companies. Make notes on your findings.

Using secondary sources of information, research and identify likely key customer needs in relation to cleaning services, including as a minimum quality of service, cost of service, response times from booking of service to completion and so on.

Your report should be between half a page and one-page long.

2. Develop a customer service strategy

Research options for customer service strategies and customer needs

The customer service strategy should clearly reflect the customer needs you have identified and show how these needs will be satisfied through the service provided. The strategy should also document specific actions, priority and performance indicators.

Use the Customer Service Strategy Template to guide your work.

You will modify this document following a meeting with the Management Team, so save this version as Draft Customer Service Strategy.

3. Send an email to the management team (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should introduce and summarise the contents of the attachments.

The email text should advise the management team that you would like to set up a meeting to discuss the documents.

It should include a brief statement of the purpose of the meeting and the date and time and duration for the meeting (the meeting will be approximately 30 minutes).

Attach your regulations report and your customer service strategy to the email.

4. Meet with the Management Team

At the meeting you, you will discuss and confirm the customer service strategy with the General Manager (your assessor).

At the meeting, you will be required to:

  • Explain the importance of customer service, as well as legislation and regulations key to customer service
  • Explain each of the strategies and actions in the new customer service strategy
  • Explain how strategies and actions will assist in achieving the key customer service principles, as well as strategic mission, vision and objectives.
  • Explain how your plans achieve the quality, time and cost specifications that the company has agreed to uphold for customers.

During the meeting, demonstrate effective communication skills including:

  • Speaking clearly and concisely
  • Using non-verbal communication to assist with understanding
  • Asking questions to identify required information
  • Responding to questions as required
  • Using active listening techniques to confirm understanding

Your assessor (in the role of the General Manager) will provide you with feedback on your strategy, which you will incorporate into the document in.

5. Revise your customer service strategy.

Following the meeting, incorporate your General Manager’s feedback into your customer service strategy.

Save this draft of the document as Revised Customer Service Strategy.

6. Take a screen shot of your folder and files.

Ensure that you have an overall folder for your work for this unit, as well as sub folders if necessary.

All of the documents that you have submitted for this assessment task should be correctly named and filed.

Folders must be logical and well-organised, and you will be assessed on this. The screen shot should show all the folders and documents.

7. Send an email to the management team (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should summarise the meeting’s outcomes and introduce and summarise the contents of the attachment.

It should

Attach your revised customer service strategy and screen shot to the email.

Assessment Task 3: Customer service delivery project

Task summary

As the Operations Manager responsible for ensuring delivery of quality services, students will review a sample of quotes provided by customer service staff to customers.

Once they have completed their analysis, they will meet with the customer service team to discuss any issues that they identified through their review, and actions to be taken to ensure quality customer service. They will also be required to demonstrate their ability to problem-solve through unexpected information provided by their customer service team.

This task is to be completed in the simulated work environment at RSB.

Required

  • Computer and Microsoft Office
  • Access to the Internet for research
  • Customer Emails and Responses
  • Customer Service Policy and Procedures
  • Ozhouse Clean List of Services

Submit

  • Email to your assessor with your customer service analysis attached.

Assessment criteria

For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.

Assessment Task 3 Instructions

Complete the following activities:

1. Write a customer service analysis Review all of the following documents:

  • Customer Emails and Responses sent by the customer service staff.
  • Customer Service Policy and Procedure.
  • Ozhouse Clean List of services

Review the information given on delivery of company services according to quality and delivery standards. Check whether the response times for the delivery of quotes is in accordance with timelines specified in the Customer Service Policy and Procedures.

Check whether the information provided within the quote is correct as per the Ozhouse Clean List of Services.

Make notes on variances in response times or correctness of information. This information will need to be shared at the meeting with staff.

Identify and make notes on actions to address identified issues with response time or correctness of information to discuss with the staff member at a meeting. This should be both immediate action/s or actions to be completed over a period of time.

This review will help you determine whether the information contained in the quotes is correct and has been sent to customers according to the required timelines.

Your analysis should be about one page.

2. Conduct service delivery analysis meeting

Meet with your customer service team (your assessor) to:

  • Outline response timelines and information requirements as included in the Customer Service Policy and Procedures and List of Services.
  • Explain any variances identified through your review of the email correspondence.
  • Outline your proposed actions.
  • Open the meeting to discuss your proposed actions.

During the meeting, demonstrate effective communication skills including:

  • Speaking clearly and concisely
  • Using non-verbal communication to assist with understanding
  • Asking questions to identify required information
  • Responding to questions as required
  • Using active listening techniques to confirm understanding

At the meeting, your team (your assessor) will also give you some unexpected information, which you will need to discuss, and identify additional or revised actions. These should be discussed in the meeting and then confirmed in the email you will write in the following activity.

8.Send an email to the customer service team (your assessor).

Following the meeting, you are required to send an email to the customer service team, summarising the meeting outcomes, as well as all agreed actions.

It should summarise any adjustments that you intend to make to the customer service standards in light of the information given by the team during the meeting.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should introduce and summarise the contents of the attachment. 

Assessment Task 4: Complaints analysis project

Task summary

For this assessment task, students are required to review and analyse customer complaints lodged with Ozhouse Clean, and to provide a briefing report to the General Manager about solutions.

This task is to be completed in the simulated work environment at RSB.

Required

  • Computer and Microsoft Office
  • Access to the internet for research
  • Briefing Report Template

Submit

  • Email with briefing report attached.

Assessment criteria

For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete further assessment to demonstrate competence.

Re-submission opportunities

You will be provided feedback on their 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 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 assessment.

Assessment Task 4 Instructions

Carefully read the following:

Last October, Ozhouse Clean signed up to a number of groups buying website to increase the demand for its services. There has been a marked increase in customers, but there has also been a significantly increased number of complaints.

The following complaints have been logged in the complaints register since signing up to the group buying web site as follows:

  • Three customers have recently called to redeem their voucher. Customer service officers have checked the vouchers and found that they are out of date. Customer service officers have therefore advised customers that as the vouchers are out of date, and they are no longer able to redeem them. Two of the customers have complained to the Department of Fair Trading that they are unable to redeem the services paid for. Note that the company’s refund policy on their web site does not refer to refunds in relation to vouchers.
  • Two customers have complained that they had to wait too long to redeem their vouchers for an introductory clean. This is because in signing up to group buying the demand for services resulted in delays.
  • A customer called to complain that they had called to book an introductory clean, but ware told that that the voucher only covered one free hour of cleaning and they would have to pay the full amount, requiring the customer to pay an additional $70.

As Operations Manager, you have been asked to investigate and report on these complex complaints, as it appears that the company had not investigated these situations prior to signing up with the group buying web site.

Complete the following activities:

1. Write a complex complaint briefing report.

Your investigation should include an analysis of the legal situation, example cases and recommendations for how to avoid this situation in the future.

Your briefing report should address:

  1. Summary of the issues
  2. Analysis of relevant legislation.
  3. Issues with use of group buying web sites for businesses, including benefits and
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Answer :

Assessment 1:

1. Australian consumer law serves safety during the purchasing process and transaction to maintain the business environment sustainable by avoiding fraud. 

2. Consumer guarantees are replacement and refund, compensation for damage, service cancellation, repair, warranties and customer care service.

3. Energy, postal service and water are three services and groceries, mobile phone and patrols are three different goods come under customer guarantee.

4. No refunds does not come under the consumer law of Australia therefore it is an illegal sign for the retailer towards the customer and it is against consumer right.

5. In case of dissatisfaction with the product and service and lack of benefits and expected outcome the customers become eligible to get refund on the legal terms.

6. After buying the product the customers gets excess warranty offers which is a side of suppressed information to move them other product, which is expensive and comes with similar type of guarantee. 

7. Customer complaints help to detect the vendor performing illegal actions with customer rights along with improvement of the malpractices during the time of business dealing.

8. Step 1: taking appointment

Step 2: maintain time and date of visit

Step 3: reporting at the reception

Step 4: demonstrate the products and service to the authorised person of the store and perform transparent communication

9. The service standards influences cost effectiveness of it and maintain the affordability and supply of the service. Customer assessment ratio and problem resolution time are two service standards that helps to assess the satisfaction rate of the customers.

10. Best customer service helps to reduce problem in an instant way and make the customers loyal through the legal process.

11. Direct communication between the customer and the business organisation helps to reach a product to the customers by resolving queries and good relationship maintains the loyalty level.

12. Advertisement, good relationship with customers, event organisation, social media marketing and information sharing and review sharing from other customers

13. In order to reputation development an organisation needs to conscious on the customer’s requirement and demand. On the other hand, CSR practice can also help an organisation to develop their skill in the market.

14. Verbal communication issue occurs in cross cultural environment in that case hiring of local people can reduce the issue.

15. Customers with hearing impairment can be dealt with image and different signs and symbols for communication. 

16. a. Monitoring of the customer feedback

b. Change as per the market environment

c. Consideration of the problem of the customer and work as per the legal terms

d. good relationship development with the customers

17. Unhappy customers are harmful for an organisation who shares their reviews and word of mouth affects the reputation of the organisation.

18. Body language and expectation level towards the price and product help to understand customer behaviour. Through comparing the theoretical approach and experience, the behaviour can be analysed.

19. Survey, observation and focused group are three important process of customer research.

20. recording and monitoring helps to get an account of data that helps to develop improvement strategy for the issue.

Assessment 2:

1. Regulation report:

In case of service delivery an organisation needs to focus on the legislatives rules and regulation. In a service provision activity intervention of the stakeholders and taking full responsibility of them increases the motivation level and acceptance level of services. Consideration of the employee right and customer right both are important to perform business functions. Giving fair salary to the employees along with work-life balance and empowerment enhances the performance level. On the other and cost effective service with full satisfaction as per the requirement of the customer is consider in the formulation of the principle for the service delivery in the competitive market environment. 

In Australia, a number of reputed brands apply customer service strategy that influences the customers to retain with the organisational practice. Development of customer centric production and modification of the product and service as per the choice of the customers makes the companies to attract people at a huge rate. Product segmentation for the availability of huge product and maintain quality and service Kogan, the iconic, Red balloons etc are providing wide range of products to satisfy the need of the customers. Sharing information to the customers about the product, service, quality, and comparison of the price and cost effectiveness are also attractive strategies for the company.  

Response towards a service booking and service providing activity are needed to productive so the customer can feel their priority towards the organisation. Cost of the product depending on the brand value along with the market affordability is required to reach out the target customers. Inclusion of the comfortable payment option and the quick service of the organisation can maintain the quality of the company.

2. Customer service strategy:

Remove customer obstacles:

Different types of legal, social and technological issues hamper the customer strategy hence, taking proper measures to prevent the issue increases the potentiality to serve customers in an easy manner. Knowledge and identification of the risk during the time of customer service and sudden problems are required to be assessed. Smooth information sharing channel and direct communication with the customers can remove the obstacles.

Improve soft skills:

Behaviour, communication, attitude are required to be improved by the involved employees so that interaction with the customers can be fluent and humble. Sharing of information and get in touch with them to help them in a suitable manner increases the effectiveness of customer attraction. Comfort and familiarity with the provided service highly accepted by the customers hence such strategy is effective to promote the value of the organisational practice.

Collect operational insight:

Insights collection helps to modify the product and service so that the purchasing rate can be increased along with the price of the product. Understanding of the comparison psychology of the customers and modification of the behaviour according to it helps to attract the people to sell the goods and services in a fluent way. Moreover, different offers and discounts increase the value of the company among the target group of customers.

Gather competitive information:

From the feedback collection, survey and observation of the activity of other organisation key features of competition can be identified by the business organisation. In order to get information customers play a vital role during the time of comparison. Hence, followed by the big data analysis the strategic development becomes significant to the people that can make the situation powerful to conduct business.

3. Email

Dear teammates,

We would like to develop the organisational service facility to make the employees and the customers satisfied. As per the assessment of the current market environment and the existing resources proper allocation is needed. Hence, strategic development and implementation process and change management is needed for the ultimate outcome from the features. 

Therefore, we are going to conduct a meeting in the conference hall of the office on 16th December 2019 at sharp 11am. We are expecting presence of all the responsible members of the group to join for developing the strategy for effective service and success.

Thanks,

Regards

The authorised management of Ozhouse Clean

4. Management meeting:

  • As per the legislative rule customer service comes under the customer right that makes an organisation to exhibit their ethical practice towards the government and the target customers. Facilities and familiar as well as comfortable service helps a customer to retain with an organisational practice. Hence legal behaviour and ethical practice increases the value of the organisation towards the customers.
  • In the new customer, strategies such as focusing on the demand and expectation of the customers can be identified through good relationship development. Increasing sharing helps to identify the perception and expectation of the customers that can modify and improve the service of the organisation. Collection of regular feedback and offering seasonal discounts are also effective to obtain competitive advantage to win the target market.
  • The strategic mission is to serve standard service of cleaning in a cost effective manner. Along with it, maintenance of the customer’s expectation and its fulfilment induces the value towards the customers to attract more customers to avail the service. Therefore, the organisation needs to increase experience from the field work and empower the employees to develop their soft skills as well to accomplish a complete customer satisfaction. 
  • The plan needs to set under a particular schedule and regularity of the practice to develop the scope to increase the value of the company towards the internal stakeholder. Change management control is also important to retain the quality of the service and frequent modifications of the process of service develop the competitive advantage to make the organisation successful to get the attention of the target customers. 

5. As per the suggestion of general manager regular assessment and promotion of the employees can allow them to provide their best effort to achieve success in the workplace

6. (screen shot of files)

7. Meeting outcome:

Dear sir,

In the meeting the suggested strategies are considered and permission for the application has been obtained by the top management. Moreover, general manager has suggested few points to make the strategy more powerful to obtain effective outcome from the organisational practice.

Hence, regular feedback collection, communication, appraisal of the employees and maintenance of the customer rights in a conscious manner has been taken under strategy to maintain the productivity of the organisation.

Regards,

Authorised member of Ozhouse Clean

Assessment 3:

1. Customer service analysis:

From the data collected from the emails of the service staffs regarding the feedback of the customers it is clearly identified that the behaviour of the staffs and service delivery activity has been done in a proper way. Empowerment of the organisation influences the employees towards their ultimate effort contribution. Moreover, following the instruction of the leader makes them to fulfil the objectives during the time of service delivery. Repeat service develops from the maintenance of the customer guarantee and the ethical presentation of the service. The organisation followed the legal terms during the time of making the standard of the service and its price. Moreover, the meeting up the elements of service under a package increase the interest of the customers to take the service. The list of the Ozhouse Clean provides different package of cleaning and cleaning slot wise price rate it helps people to select suitable slot as per their availability to clean room, kitchen and bathroom as well as commercial cleaning.

2. meeting:

The customer service delivery is required to be scheduled as per the priority wise order placing order by the customers. Order for domestic and commercial services of cleaning needs to have different group of employees. Skill development and application of the skill as per the customer requirement of cleaning makes the organisation efficient to satisfy the customers demand. Moreover, maintenance the customer right during the time of service provision such as refund and repairer in case of any damage makes the entire environment favourable to the organisation. Different emails and data collected from different sources exhibits that in the competitive market environment affinity of the customers towards Ozhouse Clean help to understand the effectiveness of the service. 

3. Email 

Dear members of customer service team,

As per the discussion in the meeting the outcomes are positive towards the organisation Ozhouse Clean because of the sustainable cost effective service and familiarity with the culture and behaviour. In order to deliver service skill maintenance and interest as well as change management is required. Hence, conscious implementation of the strategy significantly allows the organisation to promote the value to maintain standard by regular information sharing and skill up gradation along with strategic implementation. 

Therefore, we are asking your conscious intervention to take part in the process to maintain the sustainability of the growth of the practice of the company.

Regards,

Authorised individual of Ozhouse Clean

Assessment 4:

a. out of date voucher cannot be redeemed however attention towards customers makes it an issue to turn the customer perception towards negative side that can ruin the market environment for the further business practice. On the other hand, the lack of clear mentioned information in the voucher disturbed the psychology of the customer during the time of getting free introductory trial and after a certain time payment of $70. Another issue reflects that due to technical fault the customers unable to redeem the voucher that is also come into out of date makes an ethical issue from the side of the organisation.

b. as per the customer right offers are need to be served to the customers as per the customer guarantee. Here the organisation has presented the voucher mentioned the rules which will come for the support of the organisation if they are unable to serve the offer after out of date. Hence, customer right is only applicable for the technological issue during the time of redeeming the voucher.

c. the websites needs to upgrade to remain active for the customer to place their order and conduct payment. In order to receive confirmation and allocation of the slot are only possible through the proper technological management to control the quality for the benefits in the business activity. Therefore, availability of the booking system in a fluent way increases the value of the company towards the customers.

d. regular monitoring and regulation of the service quality makes the entire process effective to attract the customers in a regular way to avail the offers and service of the company. Hence, fluent communication makes the problem resolve for the ultimate satisfaction of the customers.

2. email

Dear assessor,

In the current document strategic application and maintenance of the practice of the organisation Ozhouse Clean has been discussed. Analysis of the customer demand and their perception along with the market analysis helps to meet up the issue present in the environment. Moreover, regulation of the human resource by developing their skills helps to make the customer comfortable during the time of service provision. On the other hand technical up gradation helps to reduce issue of voucher redeeming issue and booking the slots. Hope these summary has enable to acknowledge the planning for the organisational value. 

Regards, 

Authorised individual of Ozhouse Clean

Assessment 5:

1. Conduct research:

Online survey takes place by sharing questionnaire to identify the customer’s perception towards the organisation twice in a year. Numerical evidence analysis helps the research to reflect the particular conclusion towards the customer behaviour on Ozhouse Clean.

2. Customer survey:

Customer survey is conducted through the following questions:

  1. Do you feel the service quality is up to the mark?
  2. Do you feel the offers are ethically served by the company?
  3. Do you think the staffs are well trained and mannered?
  4. Do you get available slot for taking service?
  5. Do you think the technological environment of the organisation is up to the mark?
  6. Do you think the service is cost effective?
  7. Do you want to take the service again from Ozhouse Clean?
  8. Do you compare the service of Ozhouse Clean with other company?
  9. Do you share feedback with the company?
  10. Do you think the organisation focus on the required change?

3. Email:

Dear assessor, 

The investigation of the customer behaviour and the staff’s quality assessment has been performed and obtained that most of the cases it perform in a proper way.

Regards,

Authorised person of Ozhouse Clean

4. Customer survey report:

From the customer survey it has been identified that the customers are happy with the service of Ozhouse Clean however modification of the service and upgradation of the technology is needed. Strategic development and implementation is also required for the sustainable quality service that can make the staffs effectively perform the activity of the organisation.

5. Email:

Dear teammates, 

From the entire research it has been found that the team needs to be more focused and up to date for the achievement of customer loyalty along with the improvement of the service quality and technology. Therefore, attention towards the entire practice can make the organisation effective to maintain the productivity of the organisation.

Regards, 

authorised team member Ozhouse Clean