Assessment Task 4

BSBCUS 501
Name: Joyee Chakma
Student Number: SCSB19558
Ozhouse Clean
Complex Complaints Briefing Report
Summary of the issues:
Few customers wanted to redeem their voucher which one are out of date so, the
customer service officers advised customers that they won’t be able to help with it.
Some other customers complained about they had to wait long to redeem their
vouchers because of signing up to the group.
One other customer complained that they wanted to book for introductory clean, but
the voucher he had only covered one free hour cleaning and they have to pay full
amount.
Analysis of relevant legislation:

Case 1: As per the Australian consumer law, Ozhouse cleaning company’s refund
policy does not refer to the refund for redeeming vouchers.
Case 2: The customer service officer might offer discounts to the customer for the
service as following the legislation. It will help to provide satisfaction with our service.
Case 3: Following the legislation and consumer law, the details of services and
offers need to be demonstrated in a clear way before posting on an online group
website or other media.
Issues with use of group buying web sites for businesses:

Group buying sites are both helpful for the consumer and also the dealer. The group
buying site helps with the advertisement opportunity from the dealer side. And also,
the consumer can use opportunity or service with discount.

Benefits:

By using the coupons or discount services from the group buying website, new
business can get their publicity. It also helps to attract new customers which is
effective to increase the sales. A coupon promotion can increase awareness of new
businesses with the advertising.
Challenges:
The first challenge that group buying system faces when we have to consolidate
buyer’s specification in the limited product market. That’s why varying product and
service data has been amalgamated which brings more difficulties.

Second challenge comes, when they reduce the price. There is a belief that
reduction of price means, the quality of the product has been diminished.

Third challenge is trust. Initially buying group, members of the group or suppliers
suffer lack of trust among themselves.

Recommendations for actions, including response to the customers, as well

as recommendations
that can be adopted internally to avoid this situation reoccurring:

The following actions should be adopted to avoid reoccurring situations.

- Start Looking for group leads: It is the job of the marketer. They provide
leads to the sales representative to follow up and brief the promotional
policies for sales to the customer. They should focus on qualified group leads
instead of qualified individual leads.
- Discover and analyse the buying groups: Video based product demos and
promotional material through web content is a good media to assess and find
buying groups. Because the marketing people can find out who viewed the
video or the link. It can also be found out whether any of them shared that link
to someone else.
- Find internal champion: Internal champion is an individual who will dressed
as a member of buying group but help to promote the product on behalf of us.
Send an email to your assessor.

Date: 13 June, 2020

To: Assessor
From: Operation Manager
Subject: Regarding the complex complaint briefing report.

Dear Assessor,
Hope you are fine. For your kind attention, a complex complaint briefing report has
been made regarding the customer complaints for ozhouse cleaning service. You
can find the summery of customer complaints in the report, analysis of relevant
legislation, issues with use of group buying websites like the benefits and
challenges, some recommendations for actions.

I have attached the complex complain briefing report for your kind information.

If any query, please feel free to ask.

Best regards
Operation Manager

Attachment 1. Complex complain briefing report.

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