BSBCUS501 Content File

Learner Assessment Tasks
BSBCUS501 Manage quality customer service

Table of Contents
Table of Contents 2
Assessment Information 3
Assessment Instructions 5
Student Assessment Agreement 6
Assessment Task 1 Cover Sheet 7
Assessment Task 1: Written Questions 8
Assessment Task 1 Instructions 10
Assessment Task 1 Checklist 12
Assessment Task 2: Customer service strategy planning project 14
Assessment Task 3: Customer service delivery project 22
Assessment Task 4: Complaints analysis project 28
Assessment Task 5:Customer feedback and analysis project 32
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.
You must develop a customer service strategy and meet with the
2. Customer service planning project
management team to seek feedback and approval.
You must review customer correspondence to ensure it meets
3. Customer service delivery project required response times and information requirements, as well as
meet with staff to discuss variances and required actions.
4. Customer complaints analysis You must review a complex complaint and develop solutions to
project avoid poor customer service.
5. Customer feedback and analysis You must develop a customer survey and analyse the results of a
project 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 Instructions

These give questions to answer or tasks which are to be completed.
Your answers need to be typed up using software as indicated in the Assessment Task Instructions.
Copy and paste each task’s instructions into a new document and use this as the basis for your assessment task
submission. Include this document’s header and footer.
If you are submitting electronically, give the document a file name that includes the unit identification number, the
task number, your name and the date.
Checklist
This will be used by your assessor to mark your assessment. Read through this as part of your preparation
before beginning the assessment task. It will give you a good idea of what your assessor will be looking for when
marking your responses.
Student Assessment Agreement
Make sure you read through the assessments in this booklet before you fill out and sign the agreement below.
If there is anything that you are unsure of, consult your assessor prior to signing this agreement.
Have you read the assessment requirements for this unit?  Yes  No
Do you understand the requirements of the assessments for this unit?  Yes  No
Do you agree to the way in which you are being assessed?  Yes  No
Do you have any specific needs that should be considered?  Yes  No
If so, explain these in the space below.
Do you understand your rights to re-assessment?  Yes  No

Do you understand your right to appeal the decisions made in an assessment?  Yes  No
Student name
Student number
Student signature
Date
Assessor name
Assessor signature
Date
Assessment Task 1 Cover Sheet
Student Declaration
To be filled out and submitted with assessment responses
 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any
other student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me
according to the process explained to me.
 I have correctly referenced all resources and reference texts throughout these assessment tasks.
Student name
Student ID number
Student signature
Date
Assessor declaration
 I hereby certify that this student has been assessed by me and that the assessment has been carried out
according to the required assessment procedures.
Assessor name
Assessor signature
Date
Assessment outcome S NS DNS Resubmission Y N
Note: S – Satisfactory, NS – Not satisfactory, DNS – Did not submit
Feedback
Student result response

 My performance in this assessment task has been discussed and explained to me.
 I would like to appeal this assessment decision.
Student signature
Date
A copy of this page must be supplied to the office and kept in the student’s file with the evidence.
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:
Done- 3
1. Explain the purpose of the Australian Consumer Law and how it protects consumers’ rights.
The Australian Consumer Law promotes fair trading and competition and also ensure that
businesses offer quality goods and offer fair prices. It protects consumers rights by ensuring that
they get safe products of good quality at a fair price and this ensures that consumers have a
guarantee of the goods they buy and also that they are not overcharged for these goods
The Australian Consumer Law (ACL) requires businesses to provide consumer guarantees for most consumer
goods and services they sell.
Consumer guarantees are a set of rules that apply to goods and services purchased by consumers under the
ACL.
These rules set out the circumstances under which a business is required to provide a consumer with a remedy.
The consumer guarantees automatically apply regardless of any voluntary or extended warranty given by a seller
or manufacturer of goods and services, or if such a warranty has expired.
Broadly, the ACL applies to consumer transactions for all goods and services entered into after 1 January 2011,
except financial services.
Under the Australian Consumer Law, when you buy products and services they come with automatic guarantees
that they will work and do what you asked for. If you buy something that isn't right, you have consumer rights.
If a product or service you buy fails to meet a consumer guarantee, you have the right to ask for a repair,
replacement or refund under the Australian Consumer Law. The remedy you're entitled to will depend on whether
the issue is major or minor.
Under the Australian Consumer Law, you have certain rights to cancel a service.
You can seek compensation for damages and losses you suffer due to a problem with a product or service if the
supplier could have reasonably foreseen the problem. This is in addition to your repair, replacement or refund
rights.
Under the Australian Consumer Law, automatic consumer guarantees apply to many products and services you
buy regardless of any other warranties suppliers sell or give to you.
The Competition and Consumer Act 2010 (CCA) covers most areas of the market: the
relationships between suppliers, wholesalers, retailers, and consumers. Its purpose is to enhance the
welfare of Australians by promoting fair trading and competition, and through the provision of
consumer protections.
Broadly, it covers:
• Product safety and labelling
• Unfair market practices
• Price monitoring
• Industry codes
• Industry regulation – airports, electricity, gas, telecommunications
• Mergers and acquisitions.
Under the Australian Consumer Law, when you buy products and services they come with
automatic guarantees that they will work and do what you asked for. If you buy something that isn't
right, you have consumer rights.
The Australian Consumer Law sets out consumer rights that are called consumer guarantees.
These include rights to a repair, replacement or refund as well as compensation for damages and loss
and being able to cancel a faulty service.
The ACL Regulations give practical effect to the ACL provisions dealing with:
• prescribed requirements for asserting a right to payment;
• agreements that are not unsolicited consumer agreements;
• requirements for warranties against defects and repair notices; and
• reporting requirements for goods or product-related services associated with death,

serious injury or serious illness.
Australian Consumer Law was developed for the protection of sale and the protection of transaction of goods and
services. For the consumers, it facilitates them in case of any issue with products and services, the customers
are facilitated in terms of refunds, replacements and repair. It also protects the transaction occurring between
consumer and seller during sale of product and service.
The Australian Consumer Law sets out consumer rights that are called consumer guarantees. These include
your rights to a repair, replacement or refund as well as compensation for damages and loss and being able
to cancel a faulty service.
The ACL offers consumer protections in the areas of:
 unfair contract terms, covering standard form consumer contracts
 consumer rights when buying goods and services
 product safety
 Unsolicited consumer agreements covering door-to-door sales and telephone sales lay-by
agreements.
2. Outline the consumer guarantees that apply for both products and services under the Australian
Consumer Law.
 Services offered must be provided within reasonable timing when there are no specified
dates.
 Services offered must be provided with care and skillfully to avoid any damages.
 Products offered must be of good quality.
 Products information must be truthful. For example the product usage, its expiry dates and
the charges must also be clear.
 Any bought products must come with full ownership of the consumer after a purchase.
 Services offered must fit the stated purpose that was agreed by the business and
consumer.

Businesses must guarantee products and services they sell, hire or lease for:
under $40 000
over $40 000 that are normally bought for personal or household use.
Business vehicles and trailers are also covered, irrespective of cost, provided they are used mainly
to transport goods.
Businesses must provide these automatic guarantees regardless of any other warranties they give
to you or sell you.
If a business fails to deliver any of these guarantees, you have consumer rights
for: repair, replacement or refund

cancelling a service
compensation for damages & loss.
Since 1 January 2011, the following consumer guarantees on products and services apply.
Products must be of acceptable quality, that is:
safe, lasting, with no

faults look acceptable
do all the things someone would normally expect them to do.
Acceptable quality takes into account what would normally be expected for the type of product
and cost.
Products must also:
match descriptions made by the salesperson, on packaging and labels, and in promotions
or advertising
match any demonstration model or sample you asked for
be fit for the purpose the business told you it would be fit for and for any purpose that you
made known to the business before purchasing
come with full title and ownership
not carry any hidden debts or extra charges
come with undisturbed possession, so no one has a right to take the goods away or prevent you
from using them
meet any extra promises made about performance, condition and quality, such as life time
guarantees and money back offers
have spare parts and repair facilities available for a reasonable time after purchase unless you
were told otherwise.
Services must:
be provided with acceptable care and skill or technical knowledge and taking all necessary steps
to avoid loss and damage
be fit for the purpose or give the results that you and the business had agreed
to be delivered within a reasonable time when there is no agreed end date.
Consumer guarantees on products and services also apply to:
bundled products and services
gifts with proof of purchase
sale items
online products and services bought from Australian businesses
second-hand products from businesses, taking into account age and condition.
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The outline of the consumer guarantees services under the Australian Consumer Law, there are
nine guarantees that apply to goods. The guarantees apply to suppliers and, in certain circumstances,
manufacturers.
1. Suppliers and manufacturers guarantee that goods are of acceptable quality when sold to a
consumer.
2. Suppliers and manufacturers guarantee that their description of goods (for example,
in a catalogue or television commercial) is accurate.
3. Suppliers and manufacturers guarantee that the goods will satisfy any extra promises
made about them (express warranties).
4. A supplier guarantees that goods will be reasonably fit for any purpose the consumer or
supplier specified.
5. A supplier guarantees that goods will match any sample or demonstration model and
any description provided.
6. A supplier guarantees they have the right to sell the goods (clear title), unless they
alerted the consumer before the sale that they had ‘limited title’.
7. A supplier guarantees that no one will try to repossess or take back goods, or prevent the
consumer using the goods, except in certain circumstances.
8. A supplier guarantees that goods are free of any hidden securities or charges and will
remain so, except in certain circumstances.
9. Manufacturers or importers guarantee they will take reasonable steps to provide spare
parts and repair facilities for a reasonable time after purchase.
Consumer guarantees on products and services
Since 1 January 2011, the following consumer guarantees on products and services apply.
• safe, lasting, with no faults
• look acceptable
• do all the things someone would normally expect them to do.
Acceptable quality takes into account what would normally be expected for the type of product
and cost.
Services must:
• be provided with acceptable care and skill or technical knowledge and taking all necessary
steps to avoid loss and damage
• be fit for the purpose or give the results that you and the business had agreed to
• be delivered within a reasonable time when there is no agreed end date.

• bundled products and services

• gifts with proof of purchase
• sale items
• online products and services bought from Australian businesses
• second-hand products from businesses, taking into account age and condition.
Following consumer guarantees on products and services apply.

Safe, lasting, with no faults
Look acceptable
Do all the things someone would normally expect them to do?
Acceptable quality takes into account what would normally be expected for the type of product and cost.
As of January 1st, 2001, the consumer guarantees that apply on the product and services
are:
Products:
i. A product should be safe to use.
ii. It should be of acceptable quality and serves the purpose well.
iii. It matches the description given by the seller, on the package and in advertising.
iv. It comes with full ownership that no one else has any right to take it away from the
buyer or limits him from using that product.
v. The product meets all the claims made by the company about the performance or the
quality.
vi. The spare parts are available for the product in case of any issue with it, or the seller
has an offer regarding repairing the product within a reasonable time (specified
by the seller).
vii.The product’s price is reasonable (in case the price of the product has not been
agreed beforehand i.e. price tags).
Services:
i. Service matches the need and specification provided by the consumer.
ii. It is charged for at a reasonable price.
iii. It is provided with care and avoids any dangerous situation.
iv. It is provided by using the suitable set of skill and/or with appropriate technical knowledge.
v. It gives the intended results that were agreed between the seller and consumer.
VI .It is delivered with a specified time or at a reasonable time.

3. List the types of products and services covered by the consumer guarantee.
 Products and services offered at a cost of $40,000 or above.

 Products worth over $40,000 bought for personal or home use.
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The types of products and services covered by the consumer guarantee would be:
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
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The types of products and services covered by the consumer

guarantee:
- Under $40,000.
- Over $40,000 that are normally bought for personal or household use (for example, a car
or boat).
- Business vehicles and trailers.
- Bundled products and services (for example, internet and modem).
- Gifts with proof of transaction like a receipt, invoice or credit card statement.
- Sale items.
- Online products and services bought from Australian businesses.
- Second-hand products from businesses, taking into account age and condition.
Products covered by the CGA

• received as a gift
• bought on credit
• bought at auction, online, door to door or other types of sales
• hired or leased.
Reasonable care and skill

This generally means that any work done must be at least as good as the work of a competent
person with average skills and experience for that type of work.
Reasonable skill is about applying their technical know- how. Reasonable care is how much care is
taken to do the job properly.
Charged a reasonable price when the price is not set :

If you and the service provider haven’t agreed a price for the job, you only have to pay a
reasonable price. You can work out what a reasonable price is by finding out what other
providers in your area are charging for similar services.
All sorts of products and services are covered by the consumer guarantee, these include:
i. Products bought from door to door sales, products bought on credit and even the second-hand
products.
ii. Any product or service purchased from any online Australian business.
iii. Bundled product (e.g. fast food meals) or services (such as computer and software companies).
iv. Any product or service that has price below $40,000 as well as the products and services with value
above $40,000 such that it was availed for personal use and not for commercial purposes.
v. Vehicle bought for the transportation of items.
vi. For the supply of electricity of acceptable quality as well as piped gas. This does not include LPG
gas supplied in cylinders.
vii. Contracts that are services such as contract of performance of work, contract of insurance, and all
the banking contracts are all covered by the consumer guarantee.
viii. All the gifts with proof of purchase all are covered under consumer guarantee.
o under $40 000

o Over $40 000 that are normally bought for personal or household use.
Business vehicles and trailers are also covered, irrespective of cost, provided they are used mainly to
transport goods.
 Repair, replacement or refund

 Cancelling a service
 Compensation for damages & loss
4. Explain why it is unlawful for a retailer to display a sign to say that no refunds are provided.
 It is unlawful for a retailer to display a sign to say that no refunds are provided as this will
mean that there are no refunds at any costs even when the refund is needed for example
incase of defects in the product or malfunctioning.
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Signs that state 'no refunds' are unlawful, because they imply it is not possible to get a refund under
any circumstance - even when there is a problem with the goods or service, like a defect or lack of due
care and skill.
Generally, consumers have a right to a refund when there is a major problem with something they
bought. Stores cannot take away this right by claiming they have a ‘no refund’ policy or displaying a
‘no refund’ sign. This also applies to an online store's refunds and returns policy.
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Signs that state 'no refunds' are unlawful, because they imply it is not possible to get a refund under
any circumstance - even when there is a problem with the goods or service, like a defect or lack of due care
and skill.
For the same reason, the following signs are also unlawful:
• 'No’ refund on sale items’
• 'Exchange or credit note only for return of sale items'.
Signs that state 'No refunds will be given if you have simply changed your mind' are acceptable.
'No refund' and other signs
Signs that state 'no refunds' are unlawful, because they imply it is not possible to get a
refund under any circumstance - even when there is a problem with the goods or service,
like a defect or lack of due care and skill.
For the same reason, the following signs are also unlawful:
• 'No refund on sale items'
• 'Exchange or credit note only for return of sale items'.
Signs that state 'No refunds will be given if you have simply changed your mind' are acceptable.
Ultimately, business owners who display any sort of sign that infers purchasers do not have the right to a
refund can be prosecuted by law because they are misrepresenting rights available to consumers. It is
interpreted to suggest specific conditions apply to all refund and exchange rights when the conditions are
not applicable under the ACL.
Signs that state 'no refunds' are unlawful, because they imply it is not possible to get a refund under any
circumstance - even when there is a problem with the goods or service, like a defect or lack of due care and
skill. This also applies to an online store's refunds and returns policy
It is unlawful for retailers to display a sign that says no refunds are provided because the Australian
Consumer Law states that: Should the business fail to ensure that the products they sell or the services they
provide does not meet the quality that is set as a standard according to the ACL, the consumer has the right
to ask for:
•repair, replacement, or refund
•canceling a service
•compensation for damages & loss
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 legally entitled to a refund or replacement if they change their mind over a
bought product, but the consumer can be refunded or get a replacement when the product
bought has a problem and not just because they changed their mind.
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Generally, a store does not have to give a refund or replacement if a customer simply changes their
mind about a product. A 'change of mind' can include instances where a customer buys an item but
later decides or realises they have selected the wrong colour, size or product. In these cases, if the
business does not have a change of mind policy, it is up to the business to decide whether the customer
gets a refund or replacement.
A business doesn’t have to allow you to return an item you have simply changed your mind about.
However, some stores have their own in-store policy to offer a refund, exchange or credit note for ‘change-
of-mind’ purchases.
Check before you buy: Usually when you buy a product or service the contract is final. If you
simply change your mind, your circumstances have changed or you find cheaper products elsewhere, the
retailer or service provider does not have to provide a refund or exchange.
Check the retailer’s returns policy or terms and conditions: Some retailers will kindly let you
return products for a cash refund, an exchange or a credit note. Before you buy, ask the shop about their
exchange or refund policy, or read their terms and conditions if you are buying online. If you later
change your mind, you will need to refer to these.
Retailers can choose not to include items on special or on sale in their refund policy, eg "no change of
mind refunds on sale items.
• A business doesn’t have to allow you to return an item you have simply changed your mind
about. However, some stores have their own in-store policy to offer a refund, exchange
or credit note for ‘change-of-mind’ purchases.
• Check before you buy
Usually when you buy a product or service the contract is final. If you simply change
your mind, your circumstances have changed or you find cheaper products
elsewhere, the retailer or service provider does not have to provide a refund or
exchange.
• Check the retailer’s returns policy or terms and conditions
Some retailers will kindly let you return products for a cash refund, an exchange or a
credit note. Before you buy, ask the shop about their exchange or refund policy, or
read their terms and conditions if you are buying online. If you later change your
mind, you will need to refer to these. Retailers can choose not to include items on
special or on sale in their refund policy, eg "no change of mind refunds on sale
items."
According to the ACL consumers can ask for a refund or replacement if there was a major problem with the
product or service that is beyond the repair of the company or the company fails to provide you with the
repair. If the problem is minor and can be repaired by the company, then the consumer must allow the
company to repair their product or their service.
If a product or service you buy fails to meet a consumer guarantee, you have the right to ask for
a repair, replacement or refund under the Australian Consumer Law. The remedy you're entitled
to will depend on whether the issue is major or minor. You can ask a business for your
preference of a free repair, replacement or refund, but you are not always entitled to one. For
example, the consumer guarantees do not apply if you got what you asked for but simply
changed your mind, found it cheaper somewhere else, decided you did not like the purchase nor
had no use for it.
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.”
 Consumers have a right to guarantee of quality of the products they buy, the products
should be repairable and have spare parts. Suppliers may tell consumers this to encourage
them to buy their products. The warranty ensures that the products bought meet this
requirement through the extra protection offered the consumers are guaranteed that there
are available solutions incase of any problems with their products after some time.
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Retailers sometimes offer to sell you an extended warranty or care package to extend the length of
time of the manufacturer’s warranty. Some may tell you that an extended warranty provides extra
protections you wouldn’t usually get. This isn’t necessarily true, as you automatically have
consumer guarantees that suppliers must comply with, regardless of what they say or any
warranties they offer.
You don’t have to buy an extended warranty – it is optional.
Suppliers risk breaching the law if they:
put undue pressure on you or use unfair tactics to get you to buy an extended warranty
mislead you into paying for the rights that you already have under the consumer guarantees.
Some suppliers or manufacturers also tell the consumer an extended warranty provides extra
protection, which the consumer would not have unless they buy it. This is not necessarily true. The
consumer guarantees provide rights that exist despite anything the supplier or manufacturer may say or
do. Extended warranties are optional.
Suppliers and manufacturers must not:
• Pressure consumers to buy an extended warranty.
• Tell a consumer that they must pay for an extended warranty when such a warranty
provides rights that are equivalent to a consumer’s rights under a consumer
guarantee.
When selling extended warranties, suppliers and manufacturers should explain to the consumer
what an extended warranty would provide, over and above the consumer’s rights under the consumer
guarantees.
• Some suppliers or manufacturers also tell the consumer an extended warranty provides
extra protection, which the consumer would not have unless they buy it.
This is not necessarily true. The consumer guarantees provide rights that exist
despite anything the supplier or manufacturer may say or do. Extended warranties
are optional.
Suppliers and manufacturers must not:
> pressure consumers to buy an extended warranty
> tell a consumer that they must pay for an extended warranty when such a warranty
provides rights that are equivalent to a consumer’s rights under a consumer guarantee.
When selling extended warranties, suppliers and manufacturers should explain to the
consumer what an extended warranty would provide, over and above the consumer’s
rights under the consumer guarantees.
Some suppliers or manufacturers also tell the consumer an extended warranty provides extra protection,
which the consumer would not have unless they buy it. This is not necessarily true. The consumer
guarantees provide rights that exist despite anything the supplier or manufacturer may say or do.
Extended warranties are optional.
Suppliers must not:
• Pressure consumers to buy an extended warranty
• tell a consumer that they must pay for any rights equivalent to a consumer guarantee.
Suppliers also need to be careful not to imply that only an extended warranty will cover problems with
a product. Doing so may amount to misleading a consumer about their rights.
Example- James is buying a new TV for $6,000. The TV has a one-year manufacturer's warranty. The
salesperson persuades James that it would be best to purchase an extended warranty to cover him so
that if the TV breaks down after one year he will be covered for the cost of any repairs.
In this situation, the salesperson could be accused of misleading James about his rights.
A reasonable consumer would expect a $6,000 TV to last longer than one year. Therefore James would
be entitled to a remedy free of charge under ACL on the basis that the TV is not of acceptable quality.
He does not need an extended warranty to access these rights.
Under the ACL consumers are entitled to an automatic guarantee regardless of other extended
guarantees the company offers its customers. The extended guarantee is a voluntary offer from
the company and is separate from the guarantee that the ACL states until the product or service
are bought by the consumer that then becomes a right that the ACL can enforce.
For example, a cellphone company advertises that their new phone can remain powered for 18
hours in 1 full charging time even with heavy usage (calls, messaging, gaming, video playing,
filming, etc.) but after purchasing the phone and using it for almost a week you constantly drain
the batteries in just 8 hours of medium usage (calls, texts, pictures, music, video playing). You
become entitled to ask the company to check your phone and if it's beyond repair, the company
must then replace your phone or give you a full refund.
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.
 An effective complaint handling system ensures that the businesses retains customers and
improves their relationship with customers since the customers get satisfied.
 An effective complaint system also provides the business with an opportunity to identify areas
that need modifications and improvements and this betters the business.
 Customer complaints can be handled by, firstly apologize to the customer. Listen to the
complaint and ensure you reason with them without taking the business side. Keep calm. Try to
come up with a solution together with them. Compensate them.
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It creates a customer focused culture. Having your team understand the true value of every guest
who is walking through your doors is fundamental for the success and long-term profitability of
your business. Understanding that a guest is not an interruption of your work, but the reason that
you have a job is crucial.
It reduces the operational cost. Effectively managing a complaint and ensuring that the guest is
satisfied with your service recovery, will reduce your expenses and cost in the long-rung, as you
may otherwise end up having to reimburse more than necessary to keep the guest from talking bad
about your business.
It reduces the cost of winning new customers and increases customer loyalty. The return rate of a
guest that was satisfied with his or her stay at your hotel is less than the one who experienced a
problem at your hotel that was solved to his satisfaction. Why? … simply because your customers
know that things can go wrong, but it’s important that when they do, that they can trust your
organization to take ownership and get it right.
Here are five strategies that will help you handle a customer complaint in a smooth and
professional manner:
Stay calm. When a customer presents you with a complaint, keep in mind that the issue is not
personal; he or she is not attacking you directly but rather the situation at hand. “Winning” the
confrontation accomplishes nothing. A person who remains in control of his or her emotions deals
from a position of strength. While it is perfectly natural to get defensive when attacked, choose to
be the “professional” and keep your cool.
Listen well. Let the irate customer blow off steam. Respond with phrases such as, “Hmm,” “I see,”
and “Tell me more.” Do not interrupt. As the customer vents and sees you are not reacting, he or
she will begin to calm down. The customer needs to get into a calm frame of mind before he or she
can hear your solution—or anything you say, for that matter.
Acknowledge the problem. Let the customer know you hear what he or she is saying. If you or
your company made a mistake, admit it. If you did not make a mistake and it is a
misunderstanding, simply explain it to the customer: “I can see how that would be incredibly
frustrating for you.” You are not necessarily agreeing with what the customer is saying, but
respecting how he or she perceives and feels about the situation. An excellent phrase for opening
up this particular conversation would be, “So, if I understand you correctly…” After the customer
responds, follow up with, “So, if I understand you correctly, we were to resolve the problem by
noon today. I can see how that must be frustrating for you.” Then be quiet. Usually, the customer
will respond with “That’s right” or “Exactly.” By repeating to the customer what you think you
heard, you lower his or her defenses, and win the right to be heard.
Get the facts. After listening, take the initiative in the conversation. Now that the customer has
calmed down and feels you have heard his or her side, begin asking questions. Be careful not to
speak scripted replies, but use this as an opportunity to start a genuine conversation, building a
trusting relationship with your customer. To help you understand the situation, get as many details
as possible.
Offer a solution. This happens only after you have sufficient details. One thing to keep in mind:
Know what you can and cannot do within your company’s guidelines. Making a promise you
cannot commit to will only set you back. Remember, when offering a solution, be courteous and
respectful. Let the customer know you are willing to take ownership of the issue, even if it was out
of your control. Take charge of the situation and let the customer know what you are going to do to
solve the problem.
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• Increased customer loyalty.

- About 75% of customers will do business with you again if their problem is
handled in a positive
and caring way.
- If their problems is handled this way on the spot, then as many as 95% of
customers will do
business with you again.
• Bolstered Customer Experience
- Well-handled complaints and service recovery can create 'service
legends' a well-treated customer will tell 4 other people (but much less than the opposite)
§ Client feedback is essential to all companies; not only because you can gather valuable customer
insight, but because it allows you to identify product or service failures. There is no understating it;
complaints handling is an invaluable opportunity for your organization to identify areas of improvement.
§ It creates a customer focused culture. Having your team understand the true value of every guest who is
walking through your doors is fundamental for the success and long-term profitability of your business.
Understanding that a guest is not an interruption of your work, but the reason that you have a job is
crucial.
§ It reduces the operational cost. Effectively managing a complaint and ensuring that the guest is satisfied
with your service recovery, will reduce your expenses and cost in the long-rung, as you may otherwise
end up having to reimburse more than necessary to keep the guest from talking bad about your
business.
§ It reduces the cost of winning new customers and increases customer loyalty. The return rate of a guest
that was satisfied with his or her stay at your hotel is less than the one who experienced a problem at
your hotel that was solved to his satisfaction. Why? simply because your customers know that things can
go wrong, but it’s important that when they do, that they can trust your organization to take ownership
and get it right.
Here are four steps to handling customer complaints.
§ Listen to your customer's complaint.
§ Empathize and apologize for the situation.
§ Offer and execute a solution.
§ Follow-up and thank your customer for their business.
Effective complaint handling is important in ensuring a quality service. Two benefits of an effective
complaint handling system for both businesses and consumers are the improvement of the products,
services, and reputation of the company, another one is it resolves the issue of the complainant that
then strengthens the consumers' confidence in the company's administrative process.
Complaints Handling Policy should how the customers can make a formal complaint, identify the
steps (discussion, addressing the complaint, and resolution), present them the solutions that you
can offer them, and inform the customer your dedication to the improvement of your products and
services to satisfy their needs and expectations.
Here are the Complaints handling procedure:

1. Listen to the complaint
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
Benefits to an organization:
o It resolves issues raised by a person who is dissatisfied in a timely and cost-effective way;
o It provides information that can lead to improvements in service delivery; and
o Where complaints are handled properly, a good system can improve the reputation of an
organization and strengthen public confidence in an organization’s administrative processes.
Standard steps to deal with a customer complaint:
 Listen carefully to the person who is angry

 Let your customer vent for a few minutes if necessary
 Show empathy for your customer's concerns
 Thank your customer for complaining
 Sincerely apologize even if you are not the cause of the problem
 Get the facts
 Offer a solution
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.
 Smile at the clients.
 Greet them and you can also introduce yourself by name and post.
 Welcome them warmly.
 You can brief them on what you have to offer then pay attention to them and hear them
out.
For example, hello how are you? My name is Erica, a sales representative. welcome to First world
Kitchen where you get all modern kitchen equipment. You are most welcome.
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1) Smile with your greeting.

Sam Walton was probably onto something when he hired employees to specifically greet
customers entering the store. Customers want to hear words of greeting and see a smile. If the
employee at the door appears grumpy and doesn’t even offer a simple “Hello. Welcome to Wal-
Mart” the customer will most likely start their shopping experience off in the wrong mood.
2) Stop what you are doing.

Yes, you may be stocking the shelves or taking inventory. While these jobs are important to the
everyday functions of the company, your customer is the reason you are stocking those shelves. A
customer should be greeted within 30 seconds of entering your store. Stand up from your task and
offer a smile and words of greeting. After offering assistance, you can return to the shelves.
3) Show, don’t tell.

When the customer enters your store, they will most likely inquire about a specific product. Rather
than sending them to aisle 19, somewhere near the middle, on the 5th-7th shelf down, walk with
them to the aisle. Take the time to show them exactly where the product is. It will only take a few
seconds and your customer will appreciate your time and effort.
4) Ask questions
Rather than deal with a customer complaint when the product doesn’t serve the desired function,
take a moment to ask further, often imperative questions.
5) Dress professionally.
Because you will be the first face that a prospective customer sees, be sure to dress and act
professionally. Avoid wearing provocative outfits that may offend customers. Rather, choose
conservative, professional outfits that are appropriate for your work environment. If you present a
neat, groomed appearance, your customers will feel more comfortable during a sales transaction.
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• Dress professionally: Choose conservative, professional outfits that are appropriate for your
work environment.
Because you will be the first face that a prospective customer sees, be sure to dress and act
professionally. If you present a neat, groomed appearance, your customers will feel more
comfortable during a sales transaction.
• Smile with your greeting: Customers want to hear words of greeting and see a smile. If the
employee at the
door appears grumpy and doesn’t even offer a simple “Hello. Welcome in that way customer will most
likely start their shopping experience off in the wrong mood.
• Show, don’t tell: Rather than sending them to aisle 19, somewhere near the middle, on the
5th-7th shelf down,
walk with them to the aisle. Take the time to show them exactly where the product is. It will only
take a few seconds and your customer will appreciate your time and effort.
• Ask questions: Always is important to show concern about a complain that increase the
empathy and also
makes the customer feel like he is getting the attention that he deserve. Rather than deal with a
customer complaint when the product doesn’t serve the desired function, take a moment to ask further,
often imperative questions.
• Stop what you are doing: A customer should be greeted within 30 seconds of entering your
store. Stand up from
your task and offer a smile and words of greeting. After offering assistance, you can return to the
shelves.
Step 1: Prospecting. Before you can sell anything, you need someone to sell to
Step 2: Connecting.
Step 3: Qualifying.
Step 4: Demonstrating Value.
Step 5: Addressing Objections.
Step 6: Closing the Deal.
Step 7: Onboarding.
Step 8: Following Up
o Focus on the customer.

o Show you are aware of them.
o Ask if they have visited before.
o Timing is everything.
o Do not turn away from an approaching customer.
o Go the extra mile.
o Improve their check-out experience.
o Be discreet
i. Acknowledge Presence:
As soon as the customer enters, the sales staff should make sure that the presence of that
customer is acknowledged. This will make the customer feel valued and it will help to start a good
shopping experience. The sales staff should say hello or any appropriate greeting.
ii. Smile:
The sales staff must have a smile on the face even if the customer is giving a hard time. This will
not only relax the customer but also it will help the staff to keep its cool throughout the process.
iii. Build Rapport:
Try to ease up the customers as much as possible; asking few casual simple questions is a good
start.
iv. Ask Questions
When customer asks about any services or product, ask questions about it so that you know what
they want exactly and give them their desired stuff.
9. Explain the concept of service standards and their importance. Identify two examples of services
standards.
 A service standard is a measure taken to ensure the satisfaction of customers. They are
defined as how a business carries itself in providing good services to its clients. For
example quick response time incase of inquiries, Instant services on arrival at a business
premises and waiting time before receiving a service.
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Service standards outline specific service delivery targets and are therefore a set of commitments
that an organisation promises to honour when delivering a service. They also describe what a client
or user can expect to receive from the service, and the manner in which the service will be
delivered.
Service standards are important for customers, potential customers, employees and management of
a business. They help to define what a customer can expect and to remind management and
employees of the challenge and obligations that they face.
‘Delivery in three days’ or ‘calls answered in 20 seconds’ are phrases that give the essence of a
service standard that involves a timeline.
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• Service standards can also form a valuable part of marketing material, whether in
print or web form. They let customers know the quality of service they can expect and provide
avenues for customer feedback, so that service can be continuously improved. Customer service
policies generally include phone and fax numbers, and email addresses.
• Customer service standards will vary according to the product or service that is being
provided. For
example, a public library might make a commitment to respond to faxes within 24 hours. A retail store
might offer to replace all defective goods within a certain time.
A service standard helps to define what a customer can expect from a service and how it should be delivered by
the service provider, e.g. in terms of timeliness, accuracy and suitability. Standards for services can help
Europe's service providers and their customers, by raising the quality of the services provided.
Example Customer Service Standards. External Customers: Those who purchase a product or service. Internal
Customers: Anyone within the organization who at any time, is dependent on anyone else within the
organization. Tip: Use weekly or monthly staff meetings to highlight one of the standards.
Customer service standards are defined as the set of policies and expectations created by
company. The company makes use of these standards to deal with customers, it also sets the stage
for the experience a customer would have during customer’s journey. It may include logics and
emotions both.
Importance:
i. Service standards help businesses to define its brand, set a profile in the market and define how it
wants to be seen as in the marketplace.
ii. It creates a consistency and stability regarding the treatment of customers, so every employee
knows what to do and how to do it.
iii. It helps to improve a brand image in the industry.
Example:
i. We will send replies to email within 24 hours during normal business hours.
ii. We will treat customers with utmost respect and keep the communication professional and formal.
A service standard specifies requirements that should be fulfilled by a service to establish its fitness for
purpose. The standard may provide definitions, indicators of service quality and their levels, or specify a time
period for delivery, such as the standard on handling customer complaints.
Standards for services can help Europe's service providers and their customers, by raising the quality of the
services provided. Service standards can also give consumers and clients more confidence, reduce costs
and open up markets for businesses. However, the development of these standards has been limited.
Examples of services standards

o First contact resolution ratio
o Instant service / queuing ratio
10. Explain why a company committed to best practice customer services may choose to measure its
service standards.
 Measuring its service standards will ensure that the set service standards are met and also
it will help in improving any areas that will be seen as not working to expectations.
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It's important to measure customer service to determine whether your customer service practices
are having a positive effect on your customers' perception and experience of your business. There
are a number of ways to collect information on your customer’s experience to help you measure
and evaluate your customer service.
These include:
• asking customers at the point of purchase if they enjoyed their experience

• using customer surveys and online questionnaires
• hiring secret/mystery shoppers to report back on their experience
• reading online review websites
• observing interactions between employees and customers.
Service standards are important for customers, potential customers, employees and management of a
business. They help to define what a customer can expect and to remind management and employees of
the challenge and obligations that they face. Standards help manufacturers reduce costs, anticipate
technical requirements, and increase productive and innovative efficiency. The European Commission
recognizes the positive effects of standards in areas such as trade, the creation of Single Market for
products and services, and innovation.
Superior customer service can help business to grow by increasing:

o The number of customers attracted by favorable word-of-mouth advertising
o The dollars spent by each customer per transaction
o The frequency and number of times customers shop with business.
Other benefits of high-quality service include:

o Improved customer satisfaction
o Stronger customer loyalty
o Consistency of work-flow practices
o Reduced marketing costs
o Competitive advantage
o Improved market position
o Staff pride and satisfaction.
A company committed to provide the best customer service is likely to choose to measure its
service standards to test if their standards are up to par and are working to benefit both their
customers and their business.
11. Explain the concept of public relations as a method of marketing communication.

 Public relations is a method of marketing communication because when organizations use
communication to strategically inform the public about what it entails this helps to market the
organization. An organization can communicate on its brand, its services and this will increase
the company's awareness by the public.
Public relations are a strategic communication process that builds mutually beneficial relationships
between organizations and their public, according to the Public Relations Society of America.
Small businesses can use public relations tools and techniques to communicate effectively with
customers, suppliers, employees, investors and the community. Public relations techniques help
businesses market their products and services and they influence attitudes toward the company.
Public relation is a way of communication as it involves the issuing of press releases and newsletter by the
company for the news agencies and public. It also includes any community activities and sponsorships. The main
aim of PR is to improve the image of company by doing something for the community. Thus, it communicates
with the public when the company is not there. It helps the company to be welcomed by the community by
creating a sense of belongingness by whatever it does. For example, if a company sponsors a kid’s cricket match
and awards special prizes to players, it will spread positive message among people and a good image will be
created.
Public relations are a strategic communication process that builds mutually beneficial relationships
between organizations and their publics." Public relations can also be defined as the practice of
managing communication between an organization and its publics
12. Explain five methods by which a company can promote its products.
 Through social media platforms, whereby a company can display their products, the use of
these products, the pictures or videos for these products and the price.
 Through public relations where by a business strives to make known its services to the
public.
 Through holding events where by those in attendance get to see the products and the
usage.
 Through direct marketing using sales people.
 Through promotions where by a business can offer discounts on products to have more
people buy their products and this will increase their market.
Radio Advertising
A catchy jingle and quick tag line can enhance a radio ad's effectiveness. Matching the station, you
choose with your target demographic is key. If you want to reach adults aged 35 to 64, an adult
contemporary station is a good bet. An alternative or urban station is good to reach youth aged 18
to 24. At the time of publication, Nielsen reports that radio reaches around 59 percent of the
population daily with a 45 percent trust rating.
Television Advertising
Television ads on local stations might require time and effort to produce, but can be especially
effective if you sell a product or service with a high price point. A national TV ad can cost as little
as $63,000, though this price can vary widely based on market and programming. You can
certainly justify the difference in price if a TV ad can reach customers who would not respond to
radio.
Public Speaking
If the product you sell relates to your own expertise, public speaking can be a great advertisement.
Offer your services to organizations that could benefit from one of your workshops or lectures.
Bring business cards and promotional materials to the event to encourage your audience to spread
the word about your services.
Door Hangers and Flyers

Canvassing the neighbourhood, placing flyers in mailboxes or hanging ads on doorknobs, is a good
way to target a specific area and to make sure your potential customers have seen your information.
Even if most homeowners will discard the information, gaining a handful of clients may be enough
for a positive return on the marketing campaign investment.
Event Sponsorship
Advertising your product or service through event sponsorship can take many forms. You might
receive an acknowledgement in the event program, have an on-site location where you can give out
sample product, or your company logo might appear on the event posters. One option for events
that require a hand-stamp for entry is to provide the venue with a stamp that bears your company
logo; the attendees will then have your logo close by for a day or two afterwards.
• Electronic media is a general term for any media that requires an electronic device
for the content to be accessed. Some of the most common forms of electronic media include
television, radio, internet and content for mobile devices.
• Print and graphic arts media: Depending on the type of message you want to
communicate to your
customers, print media offers different options, including: brochures, business cards, newspaper ads and
magazines.
• Promotional gifts, like pens, key rings and calendars, can be given to individuals
and groups that you know personally to help create a positive opinion of your company and
improve its reputation.
• Networking and community involvement can also support the promotion of your
business. You can
make new contacts and reach out to potential customers by participating in trade shows,
conferences, community activities and other networking events. Speaking to people about your
business can be one of the most effective ways of promoting your product or service.
• Find and employ brand ambassadors: Do you have a product or service that your
customers love to
gush about? Do you notice that some of your customers rave about you on social media without any
prompting from you? They might be a natural brand ambassador that can help you promote a
product in spaces you couldn’t reach on your own.
- Post to Google My Business.

- Offer Customers an Exclusive Preview.
- Social Media Contests.
- Email Marketing.
- Facebook Ads.
- In-Store Promotions
o Offer Customers an Exclusive Preview

o Social Media Contests
o Email Marketing
o Facebook Ads
o In-Store Promotions
o Host an Event
o Offer an Upgrade or Trade-In
Exclusive previews- Make exclusive previous to gather attention for the product and excite customers.
2. Introductory offers - Make the product available for a specific timeline at a cheaper price so more
people can afford it and be persuaded to give it a try.
3. Social media posts- Almost everyone is on social media use the platform to get attention, and
advertise your product.
4. Customer reviews- New products create doubts to some consumers because it's something that they
never tried before so they are a little hesitant to give it a try even when it interests them. Customer
reviews with positive feedback can convince those undecided and hesitant customers to purchase your
product or try your services.
5.Events (virtual and in-person)- Marketers and enthusiasts love to gather and witness an unveiling of a
new product that they then can talk about amongst like-minded people in the event.
13. Explain how customer service can impact on the public relations image of a company.
 With good customer service the customers will be satisfied and will send a positive image about
a company out there and this will give the company a good public relations image but with poor
customer service a company will be talked about as a bad one and the public will generate a
negative picture of the company and this will negatively impact its public relations image.
The customer is the person or unit receiving the output of a process on the system and the e sum
total of what an organisation does to meet customer expectations and produce customer satisfaction
and assist them, solving problem. Public relation is the process which people use to communication
and make relation between it and its customers using different way of communications, channels
and various tools. For example, the person who working in department of PR in Etisalat and
customer serves.
PR and customer service responsibility for working in media to build strong image for company
either by way of the company itself or its products. Public relations now try to make good relation
with peoples and company to have good repetition and that will help the company to do many
activities
The customer is the person or unit receiving the output of a process on the system and the e
sum total of what an organisation does to meet customer expectations and produce customer
satisfaction and assist them, solving problem. Public relation is the process which people use to
communication and make relation between it and its customers using different way of
communications, channels and various tools. For example, the person who working in department of
PR in Etisalat and customer serves.
PR and customer service responsibility for working in media to build strong image for company
either by way of the company itself or its products. Public relations now try to make good relation with
peoples and company to have good repetition and that will help the company to do many activities
Customers by default will choose a brand they know or feel they trust and PR can build that trust by creating or
building upon a company’s reputation so that it becomes much easier to attract and retain customers. Regular
and effective external communication clearly impacts a business’ success and image. A good public relations
professional will ensure that external communications are well targeted in order to reach the right audiences.
Today, the traditional media isn’t the only “game in town” and so social media activity might also be part of the
communications strategy. Maintaining goodwill is an important part of how PR affects a business’s success
because at a time of negativity a company’s value may decrease, its profits and sales may decrease but if its
external and internal communication is effective and is maintained, its reputation should stay intact and the
company will be able to recover.
Public relations are a vital part of any business’ communications and reputation-building strategy. Every
touch-point with customers has the potential to either build loyalty or breed dissatisfaction. Nowadays,
though, the people please or infuriate with your customer service have the means to give voice to that
sentiment.
The image a business projects helps build customer confidence. Some firms use uniforms to create the
impression of professionalism. Others develop a corporate culture of service. Companies providing both
a professional image and quality service attract and retain customers
14. Explain how you could overcome verbal communication barriers with customers.
 Ensure that you are clear with your communication through audibility and clear words, use
simple words that the customers can easily understand, be patient with customers and give them
a chance to speak and also understand and respect customers when they don't want to
communicate, use the right body language and check to ensure that you are correctly
understood.
1. Use visual methods of communication. Words often fail us, and when they do, showing
can be a lot more effective than telling. Use pictures or diagrams to explain complicated
concepts. Visual queue is invaluable for getting everyone on the same page, not to
mention, thinking more creatively about new solutions.
2. Use repetition. Language barrier or not, people often need to hear something more than
once to understand and remember it. Don’t expect anyone to remember something you
said once. If it’s important, make it a regular part of your communication.
3. Be respectful. Language barriers, like all barriers to communication, can be frustrating.

They require patience, understanding, and conscientiousness. Ensure that when you or
your team are struggling to communicate that you never raise your voice or over-
enunciate. Talk slower instead of louder, clearly instead of forcefully. And remember,
when someone is working through a language hurdle, it has nothing to do with their actual
intelligence or ability to grasp the concept behind what you’re trying to say. Continue to
speak proper English as you search for common ground, so they can learn how to
understand correctly, too.
• Give Constructive Feedback: Avoid giving negative feedback. The contents of the
feedback might be negative, but it should be delivered constructively. Constructive feedback will
lead to effective communication between the superior and subordinate.
• Proper Media Selection: The managers should properly select the medium of
communication. Simple
messages should be conveyed orally, like: face to face interaction or meetings. Use of written means of
communication should be encouraged for delivering complex messages. For significant messages
reminders can be given by using written means of communication such as: Memos, Notices etc.
o Speak with Clarity.

o Be Patient.
o Go Out of the Way.
o Keep it Simple.
o Appropriate Medium of Communication.
o Use Technology.
o Show some emotion
o Slow down, but don't shout
o Draw a picture to communicate an idea
o Show without so much tell
o Ask for help
o Double-check your customer's understanding
o Be patient
o Maintain sense of humor
i. Be very clear about what you are talking about; give only the relevant information to customer.
ii. Try to analyses the customer by how he/she is talking and behaving, communicate accordingly.
iii. Do get feedback to make sure that customer has no confusions regarding the information you have
just provided.
iv. Don’t give too much of information as it may confuse the customer, also don’t withhold and relevant
important information.
15. Explain how you can overcome barriers to communication with customers who have a hearing
impairment.
 Speak to them clearly and slowly to ensure they get what you are saying, ensure that there
is minimum sound distractions, do not shout badly at them. Where possible you can use
the aid of pictures to help them in understanding some things better.
• Face the hearing impaired person directly, on the same level and in good light
whenever possible. Position yourself so that the light is shining on the speaker's face,
not in the eyes of the listener.
• Do not talk from another room. Not being able to see each other when
talking is a common reason people have difficulty understanding what is said.
• Speak clearly, slowly, distinctly, but naturally, without shouting or
exaggerating mouth movements. Shouting distorts the sound of speech and may
make speech reading more difficult.
• Say the person's name before beginning a conversation. This gives the
listener a chance to focus attention and reduces the chance of missing words at the
beginning of the conversation.
• Avoid talking too rapidly or using sentences that are too complex. Slow
down a little, pause between sentences or phrases, and wait to make sure you have
been understood before going on.
• Keep your hands away from your face while talking. If you are eating,
chewing, smoking, etc. while talking, your speech will be more difficult to
understand. Beards and moustaches can also interfere with the ability of the
hearing impaired to speech read.
• Don't cover your mouth. Anything in front of it, not only hides your lips, it blurs the sound.
• Be ready to use pencil and paper. If you have an unfamiliar accent or you are not being
understood, try writing the message.
i. If any customer arrives with hearing impairment, let him take the lead in communication so that you could
know what technique to use with him.
ii. Always keep a notepad with you so if the medium is through notes, you can quickly use it.
iii. Have a staff member who knows sign language so that he can deal with the customer effectively.
iv. Be patient and very calm with the customer and make sure he understands you and you understand his
needs well.
v. In order to get the attention of the customer, try to wave or gently touch his shoulder if he has not seen
you waving to him.
o Speak slowly and clearly to the patient

o Wear name tags that state your job description
o Offer to send a text message when their prescription is ready
o Write the prescription label as clearly and simply as possible
o Refer the patient to the pharmacist for medication counseling
16. Outline four keys way of providing excellent customer service.
 Ensure that you provide the services on good time.

 Ensure that you approach customers with the right attitude.
 Ensure that the services offered are dependable.
 Ensure that you effectively communicate with your
1. Respond as quickly as possible

One of the biggest factors in good customer service is speed, especially when a client is requesting
something that’s time sensitive.
2. Know your customers

Great interactions begin with knowing your customers wants and needs. Customers love
personalization. Get to know your customers, remember their names and previous conversations. If
needed, make a note of what was discussed previously so you can refer to it the next time you
meet.
3. Fix your mistakes

Not taking responsibility of your mistakes is a sure fire way to getting a bad reputation.
Transparency is important in business and customer service is no different. Always strive for a high
quality output as it shows you have a high level of standards.
4. Go the extra mile
Going the extra mile will not only result in an indebted and happy customer, it can also go a long
way in terms of keeping yourself on their radar for future business.
• Educate your employees: Educate employees on your rules for customer engagement. You
may want to begin with a set of simple rules, such as be courteous, listen carefully and be
prepared to say “yes” rather than “no.” The best way to teach is by example. If you treat your
employees well, they’ll be more likely to treat your customers well, in turn.
• Seek opinions from your customers: Ask them how you’re doing, what they like about your
business and what
they don’t like. This isn’t about collecting compliments, so open the channel to all customers.
Negative feedback can be especially helpful, though it can be a little uncomfortable. So put
mechanisms in place for anonymous feedback, such as a “Contact us” button on your website.
• Treat your best customers better: Special offers, loyalty programs and appreciation events
can help give your
best customers something extra. Far from alienating new customers, these programs demonstrate that
loyalty has its rewards.
• Admit mistakes, then make them right: Use the opportunity to improve your business
processes and let
customers know what actions you took to prevent the mistake from happening again. Customers may
feel more comfortable doing business with you when they see that you took the problem seriously.
 Know Your Product or Service. To provide good customer service, you need to know what
you're selling, inside and out.
 Be Friendly. Customer service starts with a smile.
 Say Thank You.
 Train Your Staff.
 Show Respect.
 Listen.
 Be Responsive.
 Ask for Feedback.
The most important rule in providing excellent customer service is to be friendly. Try to greet customers with
a smile and always be courteous and respectful. It is important to always remain kind and empathetic to
customer, even though stressful or contentious situations when they are disappointed or angry.
Ways to become an excellent customer service professional:
o Respond in a timely manner
o Know product or service
o Listen to customers
o Get to know customers
o Use the feedback
o Focus on relationships
i. Acknowledge and Fix Flaws:

The staff should not get defensive when customer points out any mistake or problem,
instead they should acknowledge the mistake and make amendments. This will make the
customer value the company and staff.
ii. Give Memorable Treatment:
From the time the customer enters the premises or make a contact till they buy, the staff
should make sure that customer is given a memorable experience.
iii. Always Do More than Expectation:
The staff should be very committed in serving customer that is does more than customer
asks for, in this way customer will become loyal to company.
iv. Be responsive:
The staff should always respond to customer on time and should give correct information.
17. Explain why an unhappy customer is not good for business.
 An unhappy customer is not good for business as they can publicize the business
negatively and this will lead to damaging of the company's image and loss of some clients.
With the surge of social media and on-line business, it is obvious now that even one unhappy
customer can ruin reputation. That one negative comment, post, picture evidence, or all of these
would be enough to hurt a company and bring down business. If a company fails to manage this
one unhappy customer, she or he could turn vindictive and go on a rampage, making the
destruction of your reputation a ‘mission’.
Customer Service and Satisfaction impacts many aspects of your business. From your overall market
opportunity, your market share, revenue and sales, expenses, and last but not least your bottom line
profit. In the following pages , you will see how each of these are impacted and why it is critical for
you as a business owner to assure that Customer Service and Satisfaction is a key ingredient of your
business operations just as are advertising, marketing, sales, and production.
• Customer Service and Satisfaction impacts many aspects of your business. from your
overall market opportunity, your market share, revenue and sales, expenses, and last but
not least your bottom line profit. In the following pages , you will see how each of these are
impacted and why it is critical for you as a business owner to assure that Customer Service
and Satisfaction is a key ingredient of your business operations just as are advertising,
marketing, sales, and production.
In addition to running the risk of alienating current customers with sub-standard service levels, chronically poor
service can impact the business potential for attracting new customers as well. Poor levels of customer service
can cause you to lose even the most forgiving of customers. Bad customer service has negative side effects in
all areas of business. Not only do you lose customers, but you run the risk of losing your best employees. When
your companies has a customer service problem, your best employees are forced to pick up the slack for bad
employees.
These are the reasons why an unhappy customer is not good for business:
1. Reputation Damage.
2. Leads That Don't Convert.
3. Loss of Your Best Employees.
4. Loss of Customers (Both Current and Future).
5. Loss of Profits.
Poor customer service can not only impact the present/future sales standard but can negatively impact a
business in a variety of ways. This is especially true for businesses that rely on repeat business and
positive word-of-mouth advertising for its success. In addition to running the risk of alienating current
customers with sub-standard service levels, chronically poor service can impact the business potential
for attracting new customers as well.
18. Explain the importance of understanding customer behaviour and two techniques that can be used to
analyse customer behaviour.
 Understanding customer behavior helps in serving the customer better and also helps in
improving any services that a customer may be dissatisfied with. It also helps in identifying
what the customers love and availing it to the market.
 Customer behavior can be analyzed through, interviews whereby customers can be asked
to answer survey questions that will help in determining their behavior and also use of
existing data to come up with conclusions for example data on how often customers shop
and the highest items sold can help in identifying customer behavior.
It is important to understand customer behaviour because it assists a business to understand the

needs of their customers and then to be able to provide services and products to meet these needs.
Customer behaviour can be analysed using a number of techniques such as surveys, focus groups
and Google analytics.
It is important to understand customer behaviour because it assists a business to understand the

needs of their customers and then to be able to provide services and products to meet these needs.
Customer behaviour can be analysed using a number of techniques such as surveys, focus
groups and Google analytics.
• Customers are often uncomfortable making direct complaints. If a customer is dissatisfied

with your business, they will often complain to others - colleagues, family, friends and your
business competitors - before they complain to you.
Understanding customer complaint behaviour, including how and why they complain, can
help you minimise negative perceptions about your business.
There are various methods to gathering consumer behavior data: - interview, - projective techniques, -
questionnaires, - observation with check list, - agent-based modeling. The following paragraphs explain each
method.
Studying consumer behavior helps companies to understand how the decision to buy was made and how they
hunted for the product. These information help companies and business managers to know the reasons behind
the purchase or rejection of a product or service by the customer.
Techniques to analyses customer behavior:
o Surveys and Questionnaires
o Focus Groups and Interviews
o Ethnographies
o Panels
Companies need to understand customer behaviors to help them design new products that the
customers would want to purchase and create marketing campaigns that will interest the
customers.
Techniques that can be used to analyze customer behavior-
•Surveys. A research method that asks consumers to answer questions either on an online form
or paper
•Business Ethnographic Research. Is a type of research method that studies consumers in its
natural environment?
19. Explain three key customer research methods.
 Focus groups - this is whereby a given number of people can be asked to provide feedback
for a product or service, usually in the form of a discussion with a leader and this
discussion helps in coming up with needed information.
 Observation - this is whereby the customer behavior can be monitored over a period of
time to get needed information.
 Questionnaires - this is whereby questionnaires with a set of specific questions are issued
to customers who answer and return the forms with information that help in determining
their behavior.
Positioning research
You can work out how your customers and potential customers view your products
and performance compared to competitors' by researching:
• the sales figures for each of your market segments
• the attitudes of customers within each market segment.
• Brand testing
You can determine how your customers feel about your brand and product names by:
using focus groups and surveys designed to assess emotional responses to your product and brand
names
engaging branding researchers to study your brand's performance in your market using existing
available brand research.
Price testing
You can work out how sensitive your customers are to price changes by using formulas that
measure revenue - multiplying the number of items you sold by the price of each item. These tests
allow you to calculate whether your total revenue increased or decreased after making price
changes by:
• calculating changes in the quantities of products demanded by your customers

alongside changes in product pricing
• measuring the impact of your product pricing on product demand.
• Advertising and promotion research

You can gather information about the effectiveness of your advertising by gauging:
your customers' likely responses to your marketing and promotional strategies through testing in a
forum such as a focus group the effectiveness of each of your past and planned promotional techniques
through analysis of sales data.
• Customer satisfaction studies
You can determine how satisfied your customers are with your product quality and your customer
service by surveying customers using: informal methods such as conversations with staff or product and
service scorecards questionnaires that target past and present customers.
• Consumer decision process research
You can work out what motivates your customers to buy, and what decision-making process they
use, through: your own surveys and questionnaires survey results gathered through market research
relevant to your industry.
• Advertising and promotion research

You can gather information about the effectiveness of your advertising by gauging:
your customers' likely responses to your marketing and promotional strategies
through testing in a forum such as a focus group the effectiveness of each of your
past and planned promotional techniques through analysis of sales data.
• Customer satisfaction studies
You can determine how satisfied your customers are with your product quality and
your customer service by surveying customers using: informal methods such as
conversations with staff or product and service scorecards
questionnaires that target past and present customers.
• Consumer decision process research
You can work out what motivates your customers to buy, and what decision-making
process they use, through: your own surveys and questionnaires
survey results gathered through market research relevant to your industry.
There are several ways to categorize the various market research methods. The vast majority of techniques fit
into one of six categories: (1) secondary research, (2) surveys, (3) focus groups, (4) interviews, (5) observation,
or (6) experiments/field trials.
 In-person surveys are one-on-one interviews mostly situated in shopping malls and other locations
where there is an influx of people.
 Mail surveys: This is a cost-effective type of survey that can reach more people than in-person surveys
simply by sending the survey questionnaire to people through e-mail.
 Online surveys: This is not as reliable in terms of the expected response because it lack control of the
people taking the survey
 Programmatic Research: The main objective is to develop marketing options for business through the
help of segmentation and consumer attitudes.
Customer research may be conducted with quantitative and qualitative methods such as
Customer service audit

You can work out whether you provide adequate customer service by:
o Developing customer surveys or feedback forms

o Conducting customer panels or phone surveys
Mystery shopping
You can perform quality control on your own store, or research your competitors', by employing
a mystery shopper to enter the store as a customer to assess features such as:
o Sales staff behavior and attitudes

o Customer service approaches
o Sales techniques and strategies
Social media monitoring

Another way to measure customer feedback and your customer service is by monitoring your
social media engagement and feedback. Social media (particularly Facebook) is becoming a
common element of many businesses' marketing and is increasingly used by your customers to
provide feedback, share customer service experiences and make complaints. It can also be used
to run surveys and test concepts. If managed well, it can be one of your most powerful customer
research tools.
20. Explain the importance of recording and monitoring complaints.

 It helps in ensuring that the business is aware of what complaints have been made and
ensuring that they improve.
 Incase anyone files a law suit with false allegations of a product functionality, recorded
complaints can serve as evidence and the defense of the business.
Focusing on customer dissatisfaction issues is one of the most important things businesses can do if
they are to resolve customer complaints. A customer complaints program allows for the tracking,
organizing, and eventual resolution of service or company issues. Monitoring a customer
complaints program on a regular basis is crucial to developing successful long-term customer
relationships.
Here are ways customer complaints can benefit an organization:
• Customer complaints highlight key areas where your product needs

improving, your systems need updating or your service needs upgrading.
• Customer complaints can identify staff members who need more training, a
refresher course, or closer supervision.
• Customer complaints help you monitor service levels and consistency
between shifts, departments, locations and teams.
• Customer complaints help you identify where your current policies and
procedures are inconvenient or unclear or simply not needed.
• Complaints from customers can point out vital information that is lacking,
erroneous or out of date.
• Customer complaints often elevate important news straight to the top. Leaders
and senior management learn quickly about service issues of importance to your
customers.
• Customer complaints give you valuable content and insightful case studies for
your service education programs.
• Customer complaints also provide rich information to publish for your staff
members to read – with your replies, improvements and recovery action steps.
Focusing on customer dissatisfaction issues is one of the most important things businesses can
do if they are to resolve customer complaints. A customer complaints program allows for the tracking,
organizing, and eventual resolution of service or company issues. Monitoring a customer complaints
program on a regular basis is crucial to developing successful long-term customer relationships.
Here are ways customer complaints can benefit an organization:
• Customer complaints highlight key areas where your product needs improving,
your systems need updating or your service needs upgrading.
• Customer complaints can identify staff members who need more training, a
refresher course, or closer supervision.
• Customer complaints help you monitor service levels and consistency between
shifts, departments, locations and teams.
• Customer complaints help you identify where your current policies and procedures
are inconvenient or unclear or simply not needed.
• Complaints from customers can point out vital information that is lacking, erroneous or
out of date.
• Customer complaints often elevate important news straight to the top. Leaders and
senior management learn quickly about service issues of importance to your customers.
• Customer complaints give you valuable content and insightful case studies for
your service education programs.
• Customer complaints also provide rich information to publish for your staff
members to read – with your replies, improvements and recovery action steps.
• improved product quality and service delivery

• fewer mistakes and less time spent fixing them
• better understanding of customers' needs
• increased customer loyalty and word-of-mouth referrals
• improved business reputation.
Legal Protection. Keeping records is good for legal protection as well. Customer complaint records can provide
some protective value. If a customer makes a complaint about the way he was treated or an experience with the
product that is damaging and untrue, your records may serve as part of your defense.
Keeping records is good for legal protection as well. Customer complaint records can provide some
protective value. If a customer makes a complaint about the way he was treated or an experience with the
product that is damaging and untrue, records may serve as part of defense.
Focusing on customer dissatisfaction issues is one of the most important things businesses can do if they
are to resolve customer complaints. Monitoring a customer complaints program on a regular basis is crucial
to developing successful long-term customer relationships.
Monitoring and keeping a record of complaints is important to companies to help them Detect Patterns, train
employees, prevents receiving the same type of complaint, improve customer relations, and this also serves as
legal protection in case the situation is needed to be settled in court.
Explanation:
Explain the purpose of the Australian Consumer Law and how it protects consumers' rights. The purpose of the
Australian Consumer Law is to promote fair trading, competition, and protection of the consumers by providing
guidelines and provisions to make sure that the consumers can expect to purchase products and services that
are of a certain standard and reasonable quality with a fair price.
Assessment Task 1 Checklist

Student’s name:
Completed
Did the student provide a sufficient and successfully
Comments
clear answer that addresses the
suggested answer for: Yes No
Question 1
Question 2
Question 3
Student’s name:
Completed
Did the student provide a sufficient and successfully
Comments
clear answer that addresses the
suggested answer for: Yes No
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Question 10
Question 11
Question 12
Question 13
Question 14
Question 15
Question 16
Question 17
Question 18
Question 19
Question 20
Task Outcome: Satisfactory  Not Satisfactory 

Assessor signature
Assessor name
Date
Student Declaration
other student(s).
Student name
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Feedback

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Assessment Task 2: Customer service strategy planning project
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.
This task is to be completed in the simulated work environment at RSB.
Required
 Computer and Microsoft Office
 Access to the Internet for research
 Access to consumer legislation/regulations/codes of practice at the following web sites:
http://www.accc.gov.au/consumers
http://www.australia.gov.au/information-and-services/business-and-industry/consumer-rights
 Customer Service Strategy Template
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 complete further
assessment to demonstrate competence.
You will be provided feedback on their performance by their Assessor. The feedback will indicate if you have
If any parts of the task are not satisfactorily completed your assessor will explain why and provide you written
You have the right to appeal the outcome of assessment decisions if they feel they have been dealt with unfairly
You are encouraged to consult with their 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 them when attempting any part of the
assessment.
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.
LEGISLATION AND REGULATIONS FOR CLEANING SECTOR
Modern Award for the Cleaning Industry

The Cleaning Services Award 2010 for the cleaning industry took effect from 1 January 2010, and
operates nationally.
All employers are required to make available to their employees a copy of the relevant award and a
copy of the National Employment Standards. All new employees must be provided with a copy of
the Fair Work Information Statement.
Required knowledge
• cleaning chemicals and equipment and their applications
• company management structure and procedures, including:
• biological and viral control
• emergency response and evacuation procedures
• environmental protection procedures
• injury, dangerous occurrence and incident reporting
• OHS procedures
• quality systems
• legislation, regulations, codes of practice and industry advisory standards that
apply to preparing for work in the cleaning industry, including OHS legislation
• routes of entry and potential symptoms of exposure to chemicals
• safe work practices for using:
• chemicals
• equipment, including PPE
• surfaces that require cleaning, including:
• relevant cleaning methods
• their characteristics
The range statement relates to the unit of competency as a whole. It allows for different work
environments and situations that may affect performance. Bold italicised wording, if used in the
performance criteria, is detailed below. Essential operating conditions that may be present with
training and assessment (depending on the work situation, needs of the candidate, accessibility of
the item, and local industry and regional contexts) may also be included.
Legislative requirements may include:
• Australian standards, quality assurance and certification requirements

• award and enterprise agreements
• industry advisory standards and codes, such as:
• building codes
• dangerous goods codes
• relevant commonwealth, state and territory legislation and local government
regulations
affecting company operation, including:
• anti-discrimination and diversity policies
• chemical controls
• chemical registers and manifests
• consumer protection
• energy conservation
• environmental protection
• equal employment opportunity
• freedom of information
• industrial equipment certificates of competency or licences
• industrial relations
• OHS Acts and regulations
• privacy
• public health
• trade practices
• water conservation
• workplace consultative arrangements
Company requirements may include:
• business and performance plans

• client communication procedures
• client confidentiality procedures
• client service standards
• communication channels and reporting procedures
• company goals, objectives, plans, systems and processes
• company issued identification badge, card or pass
• company policies and procedures, including:
• access and equity policy, principles and practice
• OHS policies and procedures, including control procedures
• maintenance procedures for equipment and PPE
• those relating to own role, responsibility and delegation
• work site access security clearance procedures
• company service standards
• dress and presentation requirements
• duty of care, code of conduct, and code of ethics
• emergency response and evacuation procedures
• employer and employee rights and responsibilities
• environmental protection procedures
• personnel practices and guidelines
• quality and continuous improvement processes and standards
• records and information systems and processes
• training materials (induction, refresher and new skills)
• use of contractors.
Rights and responsibilities of employees may include:

• confidentiality and privacy
• duty of care
• knowing appropriate personnel for reporting purposes
• knowing location of manuals and related documents
• knowing terms and conditions of own employment
• knowing workplace procedures
• protection from discrimination and sexual harassment
Rights and responsibilities of employers may include:

• duty of care
• providing a safe environment free from discrimination and sexual harassment (see
state and
commonwealth anti-discrimination legislation)
• providing a safe workplace according to OHS legislation, codes of practice,
regulations and standards
• providing information and training for work tasks, OHS and other employment
related matters right to dismiss (see Commonwealth Fair Work Act 2009) if a
person:
• commits a criminal offence
• commits an act of disloyalty, such as revealing confidential
• information
• is negligent, careless or causes an accident
• uses abusive language
Soil types may be wet or dry and include:
• algae and moss

• animal hair and fur
• beverages
• building debris
• built-up dirt in corners and edges
• cigarette butts
• dust
• food
• graffiti with ink, texta and paint
• grease and oil
• heavy, encrusted dirt
• paper stuck to surfaces
• pollution marks and soil on structures, such as:
• buildings
• bridges
• outdoor furniture
• statues.
Surface types may include:

• furniture and fittings
• glass
• hard floors
• soft floors
• new technologies
• walls.
•
Cleaning techniques may include:
• air blowing
• buffing
• dusting
• low-water cleaning methods, such as using microfibre cleaning
• products
• mopping
• scrubbing
• sweeping
• vacuuming
Equipment may include:
• brooms
• buckets
• cloths
• floor polishers
• microfibre products
• mops
• squeegees
• vacuum cleaners.
STANDARDS AND LEGISLATION.
Standards and Quality assurance are fundamental to CSA Hygiene. As the Wales market leader we
have been at the forefront of raising standards. All our work is carried out to HVCA TR19
standards which provides a recognised level of competent standard which is confirmed by
independent laboratory testing. Health and Safety Guidance Notes 202 provides clear, easy advice
regarding standards and legal responsibilities. The Workplace Health, Safety & Welfare
Regulations 1992 gives detailed on an employer’s responsibilities relating to workplace health and
safety The Health Technical Memorandum 03-01 is now a vital standard which provides essential
best practice guidance for healthcare premises.
Customer service strategies
Customer service covers many aspects of your role as a professional cleaner/housekeeper and these
aspects may include:
See issues/problems before they arise - the key to doing this is keeping your eyes and ears open for
potential problem. For example, overflowing waste bins could be collected more often, restrooms
running out of toilet paper and other supplies should be checked more often.
Providing assistance and information in a prompt manner - for example and visitor to a building
could ask you for the location of a restroom, location of an ATM, where they can buy some lunch,
or the location of a business in the building. If you are unsure you should take them to a building
directory or customer service counter.
Working and acting in a professional way - ensuring that wherever you are within the facility, even
though there may not be a customer in view, you walk, talk and act like a professional.
Fully understanding your job description and duties - being aware of what management expects
you to do, right down to the smallest detail, and knowing how you can help your co-workers when
required, to improve service levels. This means understanding your cleaning schedule and acting as
a good team member.
Communicating with others clearly, concisely and in confidence – when communicating with
others follow the communication principals you have learnt such as active listening and
questioning techniques.
Having product and service knowledge - you should know all there is to know about your facility -
or at the very least, know where to go and who to talk to in order to get it.
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.
A commercial cleaner that provides a quality experience and maintains a great relationship with its
customers is what separates a decent business from a superb one. But there is a method for how to
please customers beyond solely delivering the service at hand. From gaining the customer’s trust to
being innovative with your business, there are so many ways to expand your business for yourself
and your clients.
1. Be sincere
Come in like a neighbour. Break the ice with a joke, ask what they do for business, and befriend
them. A genuine personality is key to building a relationship with clients. Coming on too strong
will turn customers off from wanting to hire you again. You want to show that you have respect for
them and yourself without being overly hospitable.
Once the ice is broken, you’ll feel more comfortable asking the more specific questions. If
someone is vague, making you unsure about how to please them, don’t be too intimidated to ask
what exactly it is that they will need. When you show that you’re sincere, customers will feel
comfortable and knock on your door again in the future.
2. Build trust
Maintain an honest line of communication between you and your clients about your business relationship. If
something changed in your business plan, pricing, or availability, tell them. Even if people are displeased
with what they hear, most will respect you for being truthful.
With that, it is also essential that you follow through with any promises you make to them. Going back and
forth on your word would make you and your business look bad. Be accessible to show that you are there
for them when they are in need of your services.
3. Be innovative
Know your competition, and then go beyond what they do. Think outside of the box without straying too far
from your service. Also, be confident in your expertise. They’re hiring an expert— that’s you! Let the
customers know that you’re knowledgeable in your field and are willing to take your service to the next level
while being precise, punctual, and prepared.
4. Show that you’re reliable

Be consistent with everything you do. Follow-up with customers after your services are complete and
follow through with promises you made to them.
5. Have patience
Make it clear that you are there for your customers. A customer may not always be right but show that you
believe in and value their opinion. As you saw in the first point, you can be respectful without being overly
hospitable; the same goes for when you are displeased or upset with the customer. Always maintain a neutral
level of respect and patience – no matter the situation.
Legislation and regulations for cleaning sector
• Modern Award for the Cleaning Industry

The Cleaning Services Award 2010 for the cleaning industry took effect from 1 January 2010, and
operates nationally. All employers are required to make available to their employees a copy of the relevant
award and a copy of the National Employment Standards. All new employees must be provided with a copy of
the Fair Work Information Statement.
• Required knowledge
-Cleaning chemicals and equipment and their applications.
-Company management structure and procedures, including: biological and viral control.
-Emergency response and evacuation procedures.
-Environmental protection procedures.
-Injury, dangerous occurrence and incident reporting.
-OHS procedures.
-Quality systems.
-Legislation, regulations, codes of practice and industry advisory standards that apply to preparing
for work in the cleaning industry, including OHS legislation.
-Routes of entry and potential symptoms of exposure to chemicals.
-Safe work practices for using: chemicals, equipment, including PPE.
-Surfaces that require cleaning, including: relevant cleaning methods, their characteristics.
The range statement relates to the unit of competency as a whole. It allows for different work
environments and situations that may affect performance. Bold italicised wording, if used in the performance
criteria, is detailed below. Essential operating conditions that may be present with training and assessment
(depending on the work situation, needs of the candidate, accessibility of the item, and local industry and
regional contexts) may also be included.
• Legislative requirements may include:
-Australian standards, quality assurance and certification requirements.
-Award and enterprise agreements.
-Industry advisory standards and codes, such as: building codes, dangerous goods codes.
-Relevant commonwealth, state and territory legislation and local government regulations affecting
company operation, including:
✓ Anti-discrimination and diversity policies
✓ chemical controls
✓ chemical registers and manifests
✓ consumer protection
✓ energy conservation
✓ environmental protection
• Company requirements may include:

-Business and performance plans
-Client communication procedures
-Client confidentiality procedures
-Client service standards
-Company goals, objectives, plans, systems and processes
-Company policies and procedures, including: access and equity policy, principles and practice
-OHS policies and procedures, including control procedures
-Duty of care, code of conduct, and code of ethics
-Emergency response and evacuation procedures
-Employer and employee rights and responsibilities
-Quality and continuous improvement processes and standards
• Rights and responsibilities of employees may include:
- Confidentiality and privacy
- Duty of care
- Knowing appropriate personnel for reporting purposes
- Knowing location of manuals and related documents
- Knowing terms and conditions of own employment
- Knowing workplace procedures
- Protection from discrimination and sexual harassment
• Rights and responsibilities of employers may include:
- Duty of care
- Providing a safe environment free from discrimination and sexual harassment
- Providing a safe workplace according to OHS legislation, codes of practice, regulations,
standards
-Providing information and training for work tasks, OHS and other employment related matters
right to dismiss if a person: commits a criminal offence
- Commits an act of disloyalty, such as revealing confidential
• Soil types may be wet or dry and include:
- Animal hair and fur - Grease and oil
- Building debris - Heavy, encrusted dirt
- Built-up dirt in corners and - Paper stuck to surfaces
edges - Buildings
- Cigarette butts - Outdoor furniture
- Dust - Statues.
- Food
• Surface types may include: - Hard floors - New technologies
- Furniture and fittings - Soft floors - Walls.
- Glass
• Cleaning techniques may - Products - Sweeping
include: - Mopping - Vacuuming
- Air blowing - Scrubbin
- Buffing g
- Dusting
• Equipment may include:
- Brooms
- Buckets
- Cloths
- Floor polishers
-Mops
- Microfiber products
-
Squeegees
-Vacuum cleaners.
Standards and legislation.
Standards and Quality assurance are fundamental to CSA Hygiene. As the Wales market leader
we have been at the forefront ofraising standards. All our work is carried out to HVCA TR19 standards
which provides a recognised level of competent standard which is confirmed by independent laboratory
testing. Health and Safety Guidance Notes 202 provides clear, easy advice regarding standards and legal
responsibilities. The Workplace Health, Safety & Welfare Regulations 1992 gives detailed on an
employers responsibilities relating to workplace health and safety The Health Technical Memorandum
03-01 is now a vital standard which provides essential best practice guidance for healthcare premises.
Customer service strategies
Customer service covers many aspects of your role as a professional cleaner/housekeeper and
these aspects may include:
• See issues/problems before they arise - the key to doing this is keeping your eyes and
ears open for
potential problem. For example, overflowing waste bins could be collected more often, restrooms running
out of toilet paper and other supplies should be checked more often.
• Providing assistance and information in a prompt manner - for example and visitor to a
building could
ask you for the location of a restroom, location of an ATM, where they can buy some lunch, or the
location of a business in the building. If you are unsure you should take them to a building directory or
customer service counter.
• Working and acting in a professional way - ensuring that wherever you are within the
facility, even
though there may not be a customer in view, you walk, talk and act like a professional.
Communicating with others clearly, concisely and in confidence – when communicating with others follow
the communication principals you have learnt such as active listening and questioning techniques
Overview of the legislative and regulatory
The 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.
Rules And Regulations
There are many pieces of legislation in operation throughout Queensland which help to regulate employment
conditions, and make clear the rights and responsibilities of employers as well as employees. The pieces of
legislation through which people are able to seek remedies from the Queensland Industrial Relations Commission,
Industrial Magistrates Court or through appeal to the Industrial Court are:
Please note: To open these documents you will need to have adobe acrobat reader installed on your computer.
General Employment Conditions
• Industrial Relations Act 2016
• Industrial Relations Regulation 2011
• Industrial Relations (Transitional) Regulation 2017
• Industrial Relations (Tribunals) Rules 2011
• Industrial Relations (Tribunals) (Reform of Act) Amendment Rule 2017
Apprentices and Trainees
• Further Education and Training Act 2014
• Vocational Education, Training and Employment Act 2000
• Vocational Education, Training and Employment Regulation 2000
Trading Hours
• Trading (Allowable Hours) Act 1990
• Trading (Allowable Hours) Regulation 2004
Workplace Health and Safety
• Work Health and Safety Act 2011
• Workplace Health and Safety Regulation 2011
• Workplace Health and Safety (Codes of Practice) Notice 2011
WorkCover (Workers' Compensation)
• Workers' Compensation and Rehabilitation Act 2003
• Workers' Compensation and Rehabilitation Regulation 2003
Electrical Safety
• Electrical Safety Act 2002
• Electrical Safety Regulation 2013
Other jurisdiction
• Building and Construction Industry (Portable Long Service Leave) Act 1991
• Child Employment Act 2006
• Coal Mining Safety and Health Act 1999
• Contract Cleaning Industry (Portable Long Service Leave) Act 2005
• Dangerous Goods Safety Management Act 2001
• Local Government Act 2009
• Magistrates Courts Act 1921
• Mining and Quarrying Safety and Health Act 1999
• Pastoral Workers' Accommodation Act 1980
• Petroleum and Gas (Production and Safety) Act 2004
• Private Employment Agents Act 2005
• Public Interest Disclosure Act 2010
• Public Service Act 2008
• Queensland Rail Transit Authority Act 2013
Customer service strategies (developed by other companies)
1. Develop an implementation plan
• Plan how improvements will be implemented over a period of time in order of priority
• Identify requirements for resources, timing, equipment, purchases, training and cost of
implementation
• Identify the impact of improvements on other departments and stakeholders, and on customers both
internal and external
2. Establish a 6 month performance measurement & improvement plan
• Improvement initiatives implemented in bite-size chunks helps to maintain momentum, morale and
achieve quick wins
• Establish incremental performance targets per month to maintain the momentum and focus on
continuous improvement
• Illustrate how these initiatives will improve each performance area over a period of time
• Focus the improvement team on achieving these performance targets
• Track benefits realisation
• Illustrate to senior management and shareholders the improvement ROI
3. Conduct ongoing Customer Satisfaction Surveys
• Identify whether internal customers and external customers are happier with the service
• Identify their level of satisfaction, whether service has improved and how it has improved
• Identify what else needs improving
• Promote and celebrate customer service improvements
• Increase patronage from existing customers and new customers
4. Embed a continuous improvement culture within the organisation
• Meet your customer’s needs and wants in a timely manner in order of criticality and risk
• Ensure improvements are made on a daily basis
• Ensure process issues are brought to management’s attention when they occur
Identify key customer needs in relation to cleaning services
Minimum quality of a service

General surfaces can be divided into two groups — those with minimal hand contact (e.g. floors and ceilings) and
those with frequent skin contact (‘frequently touched’ or ‘high risk’ surfaces). The methods, thoroughness and
frequency of cleaning and the products used are determined by risk analysis and reflected in healthcare facility
policy. Frequently touched surfaces in patient-care areas should be cleaned using a detergent solution and more
frequently than surfaces with minimal hand contact. Infection control professionals typically use a risk-assessment
approach to identify frequently touched surfaces and then coordinate an appropriately thorough cleaning strategy
and schedule with the housekeeping staff. When MROs are suspected or known to be present, routine cleaning is
intensified — the use of a detergent solution is followed by the use of a disinfectant so that surfaces are cleaned
twice.
Cost of service
On average expect to be charged in the region of:
• $100 to clean a 2-bedroom apartment or unit (< 100 square metres)

• $125 to clean a 3-bedroom home (150 to 250 square metres)
• $170 to clean a 3-bedroom/3 bathroom home (150 to 250 square metres)
• $180+ to clean a 4-bedroom home (250+ square metres)
The price you pay could vary. If you have dogs or cats, you might pay more. If you only need to have
light cleaning done, you could pay less. If you want your house cleaner do extra jobs, such as clean the
oven occasionally, you can make arrangements with them for a small extra charge.
Response Time
We will response customer within 24 hours after receive the booking request via email or telephone
Trading hour
Start from 8.00am.-17.00pm, seven days a week
Regulations report
Overview of the legislative and regulatory
Legislation is law which has been promulgated (or "enacted") by a legislature or other governing body or the process of making it.
Legislation can have many purposes: to regulate, to authorize, to outlaw, and to provide (funds), to sanction, to grant, to declare or to
restrict.
Delivery of various public goods and services is one basic responsibility of the State. Though with expansion of the market many services
are available in the private sector but some of the core services will continue to be delivered by the State only, because of nature of such
services.
Those include important regulatory services for maintaining order in the society by ensuring that adequate norms of public behaviour are
established through Acts and Rules, which everyone has to comply with (e.g. maintaining law and order, administration of justice etc.).
This is also important for protecting human rights as well as allowing everyone to enjoy certain freedoms and carrying on various social
and economic functions for their earning and wellbeing.
Some of the legislations used in here are:
The Federal Food, Drug, and Cosmetic Act
Fair Credit Billing Act
The Gramm–Leach–Bliley Act.
Fair Debt Collection Practices Act
The Fair Credit Reporting Act
Development of customer service strategies.
Create a Customer Service Vision
The first step in creating a customer service strategy is communicating the customer service vision to employees.
Employees need to understand what the vision and organizational goals are for customer service and understand their responsibility to
help achieve that vision.
Assess Customer Needs
Organizations often fail, and waste valuable resources, creating products and services that they thought the customer wanted, only to
find out it was not what the customer wanted at all.
Hire the Right Employees
Hiring with the customer in mind is another step in an overall strategy for strong customer service.
Screen employees to ensure that they possess the disposition and skill set to help support a strong customer service environment.
Hire the Right Employees
Hiring with the customer in mind is another step in an overall strategy for strong customer service.
Screen employees to ensure that they possess the disposition and skill set to help support a strong customer service environment.
Train on Service Skills
If you hire right, your employees will have a natural ability to serve your customers well.
However, everyone can benefit from practical teaching on the organization’s approach to customer service.
Key customer needs in relation to cleaning services
On the basis of the given data different customer needs in relation to cleaning services includes,
Minimum quality of service: A quality assurance mechanism needs to be in place to be able to check that the cleaning completed will be
satisfactory to the customer.
Cost of service: Regular services are priced at $35 per hour
Response times from booking of service to completion: 2 days
Regulations report
OzHouse Clean needs to abide by all the laws that any business has to follow in general. It has to follow the
frameworks designed by Australian Competition and Consumer commission (ACCC). It includes all the regulations
regarding the fair trading.
It must also abide by the Australian Consumer Law (ACL) which covers the practices for general business conduct,
regulation of particular types of business to consumer transaction; it also includes the consumer guaranteed for the
goods and services which serves the consumers regarding the faulty products and its compensation. ACL also
regulates safety or consumer goods and services. OzHouse has to also abide by the privacy legislation that regulates
the collection, storage of personal information and channel of communication. Australia also has a product liability
regulation that is also enforced by ACCC; this regulation is for product safety and designing safe products that do not
cause any harm to the consumers.
In case of financials all the businesses in Australia are required to make a Business Activity Statement. They should
also keep track of their tax obligations and report to Australian Taxation Office to make the tax payments.
Talking about the employment and protection, OzHouse must follow the national employment standards, these
standards cover, weekly working hours, wagers, leave, working arrangements, termination and redundancy payments.
As of rules and regulation that OzHouse Clean should watch out for, OzHouse Clean should first get associated with
BSCAA (Building Service Contractors Association of Australia), it is an industry body for building cleaning services
industry will help OzHouse with providing it all the rights. OzHouse Clean being a cleaning services business must
also take into account the Health and Safety Standards, and must comply with the Occupational Health and Safety
Standards Act and regulations. The employers should this act in mind while providing training to employees, using the
cleaning products and while carrying out the services.
As for the training, the employer must consider that the training should contain all the elements covered in Code of
practice- Manual tasks regarding the roles and responsibilities of employers and well as workers, consultation, risk
factors and all the potential risks associated with the work, strategies in case of any work place injury. The employer
must provide all the necessary information about the procedures of carrying out cleaning services such as vacuuming,
oven cleaning, mopping, bathroom cleaning etc.; and all the information about the risk related to each and every
activity and the solution of that risk.
Regulations Report
As per Australian legal framework, the cleaning schedule contained within the Standard is designed to produce a clean and
odor-free environment that is fit for purpose. This means that all surfaces are free from foreign matter such as dust, dirt, litter,
cobwebs, mold, fingerprints, streaks, stains, greasy marks and residues.
Oz house need to take into consideration legislation and regulations that covers both our employees and our customer
Australian Consumer Law (ACL). On 1 January 2011, the national Australian Consumer Law (ACL) came into effect.
Under the Australian Consumer Law, when you buy products and services, they come with automatic guarantees that they will
work and do what you asked for. If you buy something that is not right, you have consumer rights. Therefore, If an Oz house
cleaner fail in providing the service we promise or fail to meet a consumer guarantee or even expectation, they have the right
to ask for a repair, replacement or refund under the Australian Consumer Law.
The remedy they are entitled to will depend on whether we agree to re-clean their house or not charge them for the cleaning
service minor. There are laws about the way prices are displayed.
Prices should be genuine and you should be able to easily see the total price of anything advertised. If multiple different prices
are displayed on a product or in advertising, the business has to -x the display or sells you the item for the lowest price.
The ACL replaced 17 existing federal, state and territory consumer laws, including:
Standards of business conduct
Unfair contract laws
Harmful business practices the regulations of specific types of business-to-consumer transactions
Basic consumer rights for goods and services the regulations of consumer product safety.
The laws are administered and enforced jointly by the Australian Competition and Consumer Commission (ACCC) and the
State and Territory consumer protection agencies
OZ House will need a customer service improvement plan. It will be our action plan to improve our cleaner and staff customer
service skills. This can be developed as part of our customer service strategy
Ozhouse Clean Company needs to consider following legal provisions:
o Competition and Consumer Act 2010

o Australian Consumer Law (ACL)
o Privacy Act 1988
o State pesticides legislation
o VIC Agricultural and Veterinary Chemicals (Control of Use) Act 1992
o Environment Protection and Biodiversity Conservation Act 1999
o Workplace health and safety (WHS)
Legal provisions regarding liquescence and permits are:
o Approval to dispose of trade waste

o Registration for industrial chemicals
o High risk work license
o Installing permanent watering systems
o Collecting materials on crown land
o Certificate of competency for pest management technicians
o Permit to move problem wildlife
In addition to this company must lodge a Taxable payment annual report for each financial year that have an Australian
business number (ABN), and make any payments to contractors for cleaning services they provide on companies’ behalf.
Due to legal compliance there is reduction in legal problem as well as complications, improved operations and safety, higher
employee retention and better public relation which improve the brand image of the company.
21. 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.
Oz house Clean
Customer service and communication policy and procedure
Strategies Actions Priority Time Performance

(what) (how) (L/M/H) Frames Indicators
(when) (measurement
)
• Unannounced Visits - To ensure cleaners are
Quality of Service properly uniformed and performing their duties 15/02/2019 - Results of quality
thoroughly and completely. audits by location
• Regular On-Site Inspections - A walk-thru with and/or department
the cleaner. (identifying if
• Communication Logging - We encourage good particular
communication. Logging is an effective way to location or department
have direct communication between client and needs improvement)
cleaner. - Results of quality
• Management & Client Walk-Thru Inspections - audits by individuals
During regular business hours per your request and/or team
we encourage scheduled inspections with you (identifying if a
to keep the communication line open. Our particular
recommendation is monthly visits. However we individual or team
do value your time and understand that a simple needs improvement)
phone call can also be very effective. - Results of quality
• Telephone Timekeeping Tracking System - audits by item
This allows us to track if our employees show (identifying if a
up for particular service such
work or not, to ensure they are working the as dusting
required number of hours, and we conduct needs improvement
paperless inspections, whereas management can throughout the
fill out an inspection reports straight from their location or by
blackberry. individual)
Prepare surveys to measure client satisfaction and
Client Satisfaction and responsiveness; 15/03/2019 - Results of client
Responsiveness surveys (has your
service provider
Evaluate and review number of requests, compliments surveyed you
and complaints compared to previous months. recently?)
Asses the complaint and respond to client email as - Number of special
quickly possible and always be polite and requests submitted
sincerely. compared to number
Makes sure you are sure what the complaint entails and of special requests
handle it professionally and tactfully. completed
- Number of client
Always make sure that customer gets your apology for compliments
the lack of service or wrong service delivery. d. Number of client
Always remember the object of this is to retain the complaints and their
customer and not to lose him. disposition
Put customer at ease and arrange for best time to
resolving customers request.
Even if customer is unreasonable always try and
resolve the request as best you can.
It is important to retain the customer so make sure you
turn negative complaint into a positive outcome and a
real opportunity for future business.
Cleaning Workers Check your workplace for any of the signs that indicate 30/03/2019 - Employee
a poor cleaning system; productivity
(identifying
Provide manual tasks solutions;
production rates of
Provide cleaning procedures, safety and policies; square footage
cleaned
per hour; cost per
cleaned area; area
cleaned per full-time
janitorial worker)
- Employee retention
- Employee turnover
- Employee
attendance/absenteeis
m
- Training hours for
cleaning procedures,
safety and policies
Safety As part of the risk assessment, check that: 15/04/2019 - Number of near
misses
- Number of lost work
• cleaning methods for all floors and paths
are fully specified and recorded or updated day incidents
- Number of
• cleaning contractors have been instructed
on the required methods and standards WHS/OS&H
incidents (Workplace
• cleaning is scheduled when there is
minimum foot traffic in the area health and safety
ACT)
• workers have been provided with training in
- Floor slip resistance
the procedures for dealing with slip, trip and
fall hazards testing is measuring
the coefficient of
• accountability for floor quality and
friction (or resistance
housekeeping is clearly specified and
known by all staff to slip/fall accidents),
in order to test floor
• supervisors have been adequately trained
safety.
and are able to appropriately supervise work
practices
• a reliable spot-cleaning system is in place
and known by all staff.
Ozhouse Clean

(what) (how) (L/M/H) Frame Indicators
s (measurement)
(when)
• Telephone Timekeeping Tracking System - This allows us to • Results of quality
Quality of Service track if our employees show up for work or not, to ensure they are 23/01/2020 audits by individuals and/or
working the required number of hours, and we conduct paperless team
inspections, whereas management can fill out an inspection reports • Results of quality audits
straight from their blackberry. by item
• Management & Client Walk-Thru Inspections - During regular
business hours per your request we encourage scheduled inspections with
you to keep the communication line open. Our recommendation is monthly
visits. However we do value your time and understand that a simple phone
call can also be very effective.
Client • Prepare surveys to measure client satisfaction and 19/02/2020 • Results of client surveys
Satisfaction and responsiveness; • Number of special
Responsiveness requests submitted compared
• Makes sure you are sure what the complaint entails and handle it
to number of special requests
professionally and tactfully.
completed
• Always make sure that customer gets your apology for the lack of • Number of client
service or wrong service delivery. compliments
• Evaluate and review number of requests, compliments and • d. Number of client
complaints compared to previous months. complaints and their disposition
Cleaning Workers • Provide manual tasks solutions that can helps 16/03/2020 • Employee retention
• Be careful with the all bellowing • Employee turnover
• Employee productivity
• Check your workplace for any of the signs that indicate a poor
cleaning system • Employee
attendance/absenteeism
• Provide cleaning procedures, safety and policies
• Training hours for
cleaning procedures, safety and
policies
Safety As part of the risk assessment, check that: 13/04/20
• Cleaning contractors have been instructed on the required
methods and standards
• Workers have been provided with training in the procedures for
dealing with slip, trip and fall hazards
• Cleaning is scheduled when there is minimum foot traffic in the
area
• Supervisors have been adequately trained and are able to
appropriately supervise work practices

(when) (measuremen
t)
We should enable customers to

Leverage Multi- switch between multiple channels High Half Rating of new
Channel Servicing. yet enjoy a consistent quality of Yearly line of channel
service. This can help boost your servicing
brand’s reputation and credibility.
Hire and Train Professionals with the

Strengthen Right Skills High Every Employee
Your Customer year Turnover Rate
Service Team (ETR)
To overcome this issue, businesses Low Yearly

Use smart CRM can streamline their workforce Check on new
Platforms processes using smart CRM systems
platforms. Such systems help to
ensure that everyone is on the same
page - which is important in
establishing high customer service
standards.
Ensure to provide the customers Medium Quarterl Customer

Seek Customer Fee multiple ways to share their y Satisfaction &
dback to provide feedback. Retention
excellent customer
service
Draft Customer Service Strategy

Draft Customer Service Strategy
Strategies Actions Time Performance

Priority
(what) (how) Frames Indicators
(L/M/H)
(when) (measurement)
To train a staff  Arrange sessions for the

that has high staff members to give  Customer
customer service them trainings for satisfaction
knowledge and is customer service.  Employee
more informed in  Improve the retention
this regard. communication skills.  Employee
 Prepare them well for all turnover
Within
the desirable and
High first 6
undesirable situations.
months
 Let them know all the
policies and procedures of
the business.
Medium- Within 1  Resolved

 Initiate a SMS service
Establish and High year issues
 Set-up a business email
maintain an  Service
and check and respond to
effective as well as Quality
it actively.
an active feedback  Customer
 Frequently analyses
system. Satisfaction
recorded sales calls.
 Create a paper feedback  Customer
cards and make sure the Loyalty
cleaning staff gets it filled
from the clients after the
service has been provided.
Provide  Train the staff well  Service

environmental with appropriate set Quality
friendly cleaning of skills and  Cash flow
services of knowledge.  Customer
acceptable quality satisfaction
 Use high quality and
and  Loyalty
safe cleaning
ensure the  Being
materials.
consistency compared to
competitors
 Train the concerned
staff to provide a full Within
detail of cleaning Medium 6-8
services to be months
provided (if enquired
by the customer).
 Give them enough

knowledge about the
cleaning practices.
To build a loyal 1 year  Customer

 Timely responses to
customer base and and Satisfaction
customers’ call,
increase the above  Customer
complaints.
number of Retention
 Train staff to
clients.  Customer
have an effective
Loyalty
communication with Medium
the customer to  Cash Flows
understand the needs
of the customer.
22. 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.
EMAIL
From: abc@example.com
To: Management team
Subject: Meeting Discussion
Dear team,
Good morning!
I am sending this e-mail to book a meeting with in order to discuss regulations report and our
customer service strategy.
The meeting will be held on 18/02/2019 at 9a.m. It will last 30 minutes.
For any doubts, please do not hesitate in contacting me.
Regards,
EMAIL
From: ื
ช่อเรา
To: Management team
Dear team, Good morning!
I am sending this e-mail to book a meeting with in order to discuss regulations
report and our customer service strategy. The meeting will be held on 23/01/2020 at 9a.m.
It will last 30 minutes. For any doubts, please do not hesitate in contacting me.
Regards,
To : MANERAL MANAGER@NSWBUINESSCOLLGECOM.AU
From : shmaplez1@Gmail.com
Subject : A customer service strategy for Ozhouse Cleaning
Service Dear General Manager,
Regarding from the discussion among the Ozhouse cleaning team about customer service
strategy. I summarized and attached the file to you. Please see the attached file below.
The information in the template including of specific actions, priority and

performance indicators that clearly reflect the customer needs identified and show
how these needs will be satisfied through the service provided.
I have arrangement for the next meeting which be held on Friday 5th March 2017 at The
Ozhouse Cleaning Service Building Level 1 Room 5 on 8.00-8.30am.
Any the further question please contact me at any time. I would be happy
to help you. Kind Regards,
MAY
Operation Manager , Ozhouse Cleaning Service

To:The Management Team
From: Manager
Cc:
Bcc:
Subject: Invitation for a brief meeting
Respected team members,
The purpose of this email is to inform you that the organisation is going to arrange a short and
brief meeting to discuss the regulations and the strategies for customer services.
In this meeting, we will overview the legislative report and customer service report and try to
find out the best services for the customers.
So, I request you all to be present in the meeting, on 15th March 2021, in the conference hall at
sharp 10am.
Hope to see you there.
With regards
Email
To: The management Team
From: Operations manager
Sir,
I would like to conduct a meeting with all management team to discuss about the strategies
that I have made for improving customer service in OzHouse and provide better quality and
positive experience to the customer. The strategies include the training, creating awareness and
increasing customers for OzHouse. So, I would like to discuss the strategies and made the
appropriate changes if needed. I would like to set a meeting on below date and time:
Date: 12th March 2021
Time: 3 PM
Duration of the meeting: 30 min in a meeting we will discuss:
• Importance of customer service

• Customer Services Strategies
• Key Performance Indicators to measure the customer service strategies
• Legislation and regulations
The attachment contains customer service strategy report and rules and regulations report.
Thank You
Manjeet Singh
Operations Manager
Attachment Customer service strategy
To: The management team
From: Operations Manager
Subject: Need to discuss about strategies of Oz house cleaning for better customer
experience.
Dear Assessor,
As per the organizational nee, on the basis of legislation report which contain all the legal provisions
and rules which are required to be comply by the organization. I develop revise customer service and
communication policy and procedure based on the customers need and organizational requirements.
I would like to conduct a meeting on 15/03/2021 at 11:30 AM to discuss on customer service strategy.
Kindly check the report which are attached with this mail as all the legal compliances and revised
customer service policy to discuss in the meeting of team members.
Regards,
Nitin Panjeta
23. 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.
MEETING:
• Explain the importance of customer service, as well as legislation and

regulations key to customer service
It's important to provide good customer service to all customers including new, existing, and
potential customers. Although, it may take extra resources, time and money, good customer service
often leads to greater customer satisfaction.
Customer service isn’t just about being courteous to your customers – it’s a vital element of
business operations that can impact your bottom line and affect how our company is viewed in the
public eye. Several high-profile companies have been in the news of late, finding themselves in the
spotlight because of poor customer service policies. The good news is, it’s relatively simple to
implement a customer service improvement plan that keeps our business on top.
• Explain each of the strategies and actions in the new customer service strategy
Strategies related to Quality of Service;

Strategies related to Client Satisfaction and Responsiveness;
Strategies related to Cleaning Workers;
Strategies related to Safety.
• Explain how strategies and actions will assist in achieving the key customer service
All developed strategies are linked with strategic mission, vision and objectives of the company
that will assist in achieving the key customer service principles.
• Explain how your plans achieve the quality, time and cost specifications that the
Quality, time and cost requirements can be balanced by:

- Conduct some market research with the customers; for example, the quality and
the service expected
- Identify the time and the cost expectation by the customers; for example, the time of delivery
and their allocated cost to the company
- Identify and allocate the right resources to achieve the goal.
- Map the customers’ needs against products features and benefits.
• Explain the importance of customer service, as well as legislation and regulations key to
customer service It's important to provide good customer service to all customers including
new, existing, and potential
customers. Although, it may take extra resources, time and money, good customer service often leads to
greater customer satisfaction.
Customer service isn’t just about being courteous to your customers – it’s a vital element of
business operations that can impact your bottom line and affect how our company is viewed in the public
eye. Several high-profile companies have been in the news of late, finding themselves in the spotlight
because of poor customer service policies. The good news is, it’s relatively simple to implement a
customer service improvement plan that keeps our business on top.
• Explain each of the strategies and actions in the new customer service strategy
✓ Strategies related to Quality of Service.
✓ Strategies related to Client Satisfaction and Responsiveness.
✓ Strategies related to Cleaning Workers.
✓ Strategies related to Safety.
• Explain how strategies and actions will assist in achieving the key customer service
All developed strategies are linked with strategic mission, vision and objectives of the company
that will assist in achieving the key customer service principles.
• Explain how your plans achieve the quality, time and cost specifications that the
✓ Conduct some market research with the customers; for example, the quality and the
service expected
✓ Identify the time and the cost expectation by the customers; for example, the time of
delivery and their allocated cost to the company
✓ Identify and allocate the right resources to achieve the goal.
✓ Map the customers needs against products features and benefits.
• The importance of customer service, as well as legislation and regulations key to customer service
Understanding why is customer service important is the first step in delivering exceptional
service. Providing excellent, and memorable, client support is important for client retention.
Without exceptional support, your clients will not return. Average or mediocre support won't
keep your customers either. And bad customer service will simply drive them away.
Following legislation and regulations
Sometimes the rules and regulations you establish in your workplace are necessary so you
remain in compliance with the law. If these rules are broken, you may be liable if one of
your employees contacts the authorities. For example, the legal advice website Nolo points
out that the Civil Rights Act grants workers the legal right to speak whatever language they
like during break periods. Another employee may complain about this rule, but you must
keep the rule in effect to protect the company from possible legal action.
Keeping Workers Safe
Many workplace rules are in place to keep workers or customers from hurting themselves.
These regulations may be put in place before an incident based upon anticipated threats or
after an accident to prevent a reoccurrence of an accident. When your employees follow
safety rules, you may see your health-care costs decrease as fewer people visit the hospital.
Even better, your productivity may increase because your workforce is more stable and your
best people are on the job, not in the doctor's office.
Projecting a Positive Image to Customers
Your customers may get a more favorable impression of your business if your employees
understand the rules and follow them. Enforcing a dress code may be unpleasant for some
employees, but the clothes your employees wear can shape the customer's perception of your
business. A uniform enforcement of customer service policies can reassure customers, as
they know what to expect when they enter your business.
Reinforcing Company Credibility
Many businesses rely upon the reputation they have built over years or decades. When an
employee violates company policy in a major way, the public may no longer trust the
business. Newspapers such as "The New York Times" pride themselves on being
accountable and reporting the truth. It is important that employees of these kinds of
companies don't hurt the brand by violating established policies.
• The strategies and actions in the new customer service strategy
Recruit and train the right people
People with the right attitude are essential to building a successful customer service approach
– “hire for attitude, train for skills” should be the maxim. Once in place, a planned training
programme in both job skills and people skills must be maintained. This is not an area for
cost cutting if the market gets tough. Consider formal customer service qualifications for all
staff.
Happy Staff = Happy Customers
Staff retention is crucial to your organisation improving customer service excellence.

Research shows clearly that staff stay when they are happy and respect the organisation for
which they work. Efforts should therefore be directed at recognition and development
programmes to determine potential, and a well-though–out career plan structure.
Recognise the importance of customer loyalty
It is essential to keep the good customers you already have, and gain their loyalty. Loyal
customers are active advocates of your organisation, and they also tend to be more profitable,
more interested in helping you improve your products and services, and more forgiving of
your occasional mistakes.
Lead from the top
Getting customer service right in an organisation, and continually improving it, is a long-
term commitment that must be made by those at the top. They need to recognise its
importance, believe in the strategy, be active in leading by example, and take actions that
support those charged with carrying it out.
• How strategies and actions will assist in achieving the key customer service principles, as well as
strategic mission, vision and objectives.
Define your marketing strategy

An effective marketing strategy will help you to define the overall direction and goals for
your marketing. Your strategy should articulate how you are going to deliver your products
or services in ways that will satisfy your customers.
Once you have defined your customers or target market, you need to start developing and
implementing tactics or ways to reach them. The marketing mix will make up the tactical elements you will use to carry out your
strategy and reach your target market.
Once you have identified what your organization wants to achieve (vision) and generally how the vision will be achieved (mission), the
next step is to develop a series of statements specifying how the mission will be utilized to achieve the vision:
• Strategies – Strategies are one or more ways to use the mission statement in order to achieve the vision statement. Although an organization will
have just one vision statement and one mission statement, it may have several strategies.
• Goals – These are general statements of what needs to be accomplished to implement a strategy.
• Objectives – Objectives provide specific milestones with a specific timeline for achieving a goal.
• Action Plans – These are specific implementation plans of how you will achieve an objective.
• A more in-depth discussion of these statements is presented below. Statements for an example business are provided for clarification.
• Vision Statement – A mental picture of what you want to accomplish or achieve. For example, your
vision may be a successful winery business or an economically active community. Vision of an Example Business – A successful
family dairy business.
• Mission Statement – A general statement of how the vision will be achieved. The mission statement is an action statement that usually begins with
the word "to".
Mission of an Example Business – To provide unique and high quality dairy products to local
consumers.
• Objectives – An objective turns a goal’s general statement of what is to be accomplished into a
specific, quantifiable, time-sensitive statement of what is going to be achieved and when it will be achieved. Examples of business objectives
are:
• Earn at least a 20 percent after-tax rate of return on our investment during the next fiscal
year
• Increase market share by 10 percent over the next three years.
A meeting has been held and the major minutes of the meeting are:
The importance of customer service, as well as legislation and regulations key to customer service
Customer service is important because it can help us to:
Increase customer loyalty.
Increase the amount of money each customer spends with your business.

Increase how often a customer buys from us.
Generate positive word-of-mouth about our business.
Legislation and regulations key to customer service
Customer Service Legislation ensures Customer service staff who deal with customers should know about the impacts and effects of legislation and regulations that
protect the consumer when buying goods and services.
The strategies and actions in the new customer service strategy
Strategies Actions
We should enable customers to switch between multiple channels yet

Leverage Multi-Channel Servicing. enjoy a consistent quality of service. This can help boost your brand’s
reputation and credibility.
Hire and Train Professionals with the Right Skills

Strengthen Your Customer
Service Team
To overcome this issue, businesses can streamline their workforce

Use smart CRM Platforms processes using smart CRM platforms. Such systems help to ensure that
everyone is on the same page - which is important in establishing high
customer service standards.
Seek Customer Feedback to Ensure to provide the customers multiple ways to share their feedback.
provide excellent customer service
How strategies and actions will assist in achieving the key customer service
It assists the achievement as it:
 Have state-of-the-art tools in place to manage customer expectations.

 Deliver total customer service based on instant access to all current data.
 Have top quality monitoring technologies and straight forward processes in place.
 Always give customer satisfaction the top priority.
How the plans achieve the quality, time and cost specifications
By following these steps, our plans achieve the quality, time and cost specifications that the company has agreed to uphold for customers:
1. Develop quality customer service practices.

2. Manage the delivery of quality service.
3. Monitor and Adjust Customer Service.
Meeting date- 12/03/2021

Time- 3 PM
CEO, Management team and operations manager were part of the meeting
Explain the importance of customer service, as well as legislation and regulations key to customer service
It’s important to provide good customer service to all customers including new, existing, and potential customers. Although, it may take extra
resources, time and money, good customer service often leads to greater customer satisfaction.
Customer service isn’t just about being courteous to your customers – it’s a vital element of business operations that can impact your bottom line
and affect how our company is viewed in the public eye. Several high-profile companies have been in the news of late, finding themselves in the
spotlight because of poor customer service policies. The good news is, it’s relatively simple to implement a customer service improvement plan that
keeps our business on top
Explain each of the strategies and actions in the new customer service strategy
 Strategies related to Quality of Service.

 Strategies related to Client Satisfaction and Responsiveness.
 Strategies related to Cleaning Workers.
 Strategies related to Safety.
Explain how strategies and actions will assist in achieving the key customer service principles, as well as strategic mission,
vision and objectives
All developed strategies are linked with strategic mission, vision and objectives of the company that will assist in achieving the key customer service
principles
These strategies and actions will lead to:
 Sympathy and empathy

 Building new customers
 Customer Focus.
 Knowledge of product
 Language skills.
 Patience
And therefore, it will assist in achieving the key needs for customer service.
Explain how your plans achieve the quality, time and cost specifications that the company has agreed to uphold for customers
 Conduct some market research with the customers; for example, the quality and the service expected
 Identify the time and the cost expectation by the customers; for example, the time of delivery and their allocated cost to the company
 Identify and allocate the right resources to achieve the goal.
 Map the customers’ needs against products features and benefits
Meeting Date: 15th March 2021

Time: 11:30 AM
Duration of the meeting: 30 min
Participants: CEO, Management Team, Nitin Panjeta
Me: Good Morning. Thank you for your time and consideration. I would like to introduce now my findings regards to the customer services.
Management team: Morning. Thank you for your efforts and comprehensive research. I have a few questions and clarifications. Can you provide
explanation on importance of customer service, as well as legislation and regulations key to customer service?
Me: The main legislation is Australian Consumer Law and Competition and Consumer Act 2010, which defines consumers rights and responsibilities of
the company regards to the cleaning service. It has been well defined in the report that the business must comply standards of cleaning service, prohibits
harmful practices, regulates specific types of business-to-consumer transactions, provides basic consumer rights for goods and services and comply safety
of consumer products and product-related services.
Management team: Good. Can you explain each of the strategies and actions in the new customer service strategy?
Me: Strategies are more concerned on training or mentoring for employees to have continuous improvement of customer service staff knowledge and
skills. Improvement of key performance indicators of customer service staff to measure their efforts. Develop customer feedback mechanisms through
improvement of interactions with customers through email, phone, social media and chat. Collect more data through survey and questionnaire for customer
feedback collection, for example, it could be customer feedback data. Optimize quality assurance enhancing service quality, efficiency and reducing wasted
time and cost. Finally, development of a customer service charter through communicate with customers through different channels, using in person contact,
email, live chat, online support or social media. It provides opportunity to the company to tell customers about what they can expect, how they can provide
feedback and the complaints process.
Management team: Perfect. How strategies and actions will assist in achieving the key customer service principles, as well as strategic mission, vision
and objectives.
Me: It eventually assists to provide the highest quality residential and commercial cleaning services available by exceeding the expectations of our
clients in accordance with the mission. It also establishes the most respected and sought-after contract cleaning and facilities support service in Melbourne
by defined our vision. By the perspective of the objectives, it provide customers with a professional and friendly service, increase the number of clients by
10% each year, meet or exceed the expectations of customers and implement best
practice in cleaning operations, including environmentally sustainable practices
Management team: Good. What do you think how your plans achieve the quality, time and cost specifications that the company has agreed to uphold
for customers.
Me: The plan will be for upcoming year for one year period that the result will be defined by the customer’s satisfaction and sales growth. Moreover, it will
reduce customer complaints; meantime, employees will be having less turnover and high retention rate.
Management team: Perfect, exactly it is. I just would like to add a few comments. 70% of the company’s customers are residential customers. Regular
services are priced at
$35 per hour and the market is very sensitive to price and quality of service delivered.
So, I would like to add market research, including knowing customer behavior and pricing strategy. Otherwise, everything is good.
Me: Thank you. Yes. I will note and will revise accordingly the strategy.
Management team: Thank you for your effort. Keep going.
24. 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.
Ozhouse Clean

(when) (measurement
)
• Unannounced Visits - To ensure cleaners are
Quality of Service properly uniformed and performing their duties High 15/02/2019 - Results of quality
thoroughly and completely. audits by location
• Regular On-Site Inspections - A walk-thru with and/or department
the cleaner. (identifying if
• Communication Logging - We encourage good particular
communication. Logging is an effective way to location or department
have direct communication between client and needs improvement)
cleaner. - Results of quality
• Management & Client Walk-Thru Inspections - audits by individuals
During regular business hours per your request and/or team
we encourage scheduled inspections with you (identifying if a
to keep the communication line open. Our particular
recommendation is monthly visits. However we individual or team
do value your time and understand that a simple needs improvement)
phone call can also be very effective. - Results of quality
• Telephone Timekeeping Tracking System - audits by item
This allows us to track if our employees show (identifying if a
up for particular service such
work or not, to ensure they are working the as dusting
required number of hours, and we conduct needs improvement
paperless inspections, whereas management can throughout the
fill out an inspection reports straight from their location or by
blackberry. individual)
Prepare surveys to measure client satisfaction and
Client Satisfaction and responsiveness; 15/03/2019 - Results of client
Responsiveness High surveys (has your
service provider
Evaluate and review number of requests, compliments surveyed you
and complaints compared to previous months. recently?)
Asses the complaint and respond to client email as - Number of special
quickly possible and always be polite and requests submitted
sincerely. compared to number
Makes sure you are sure what the complaint entails and of special requests
handle it professionally and tactfully. completed
- Number of client
Always make sure that customer gets your apology for compliments
the lack of service or wrong service delivery. d. Number of client
Always remember the object of this is to retain the complaints and their
customer and not to lose him. disposition
Put customer at ease and arrange for best time to
resolving customers request.
Even if customer is unreasonable always try and
resolve the request as best you can.
It is important to retain the customer so make sure you
turn negative complaint into a positive outcome and a
real opportunity for future business.
Cleaning Workers Check your workplace for any of the signs that indicate Medium 30/03/2019 - Employee
a poor cleaning system; productivity
(identifying
Provide manual tasks solutions;
production rates of
Provide cleaning procedures, safety and policies; square footage
Ethical principles and values: cleaned
• are committed to the highest ethical standards; per hour; cost per
• accept and value their duty to provide advice cleaned area; area
which is objective, independent, apolitical and cleaned per full-time
impartial; janitorial worker)
• show respect towards all persons, including - Employee retention
employees, clients and the general public; - Employee turnover
• are committed to honest, fair and respectful - Employee
engagement with the customers. attendance/absenteeis
m
- Training hours for
cleaning procedures,
safety and policies
Safety As part of the risk assessment, check that: Medium 15/0
• cleaning methods for all floors and paths

are fully specified and recorded or updated
• cleaning contractors have been instructed on the
required methods and standards
• cleaning is scheduled when there is minimum
foot traffic in the area
• workers have been provided with training in the
procedures for dealing with slip, trip and fall
hazards
• accountability for floor quality and
housekeeping is clearly specified and known by
all staff
• supervisors have been adequately trained and
are able to appropriately supervise work
practices
• a reliable spot-cleaning system is in place
and known by all staff.
Strategies Actions Priority Time

(what) (how) (L/M/H) Frame
s
(when)
• Telephone Timekeeping Tracking System - This allows us to
Quality of Service track if our employees show up for work or not, to ensure they are High 23/01/202
working the required number of hours, and we conduct paperless
inspections, whereas management can fill out an inspection reports
straight from their blackberry.
• Management & Client Walk-Thru Inspections - During regular
business hours per your request we encourage scheduled inspections with
you to keep the communication line open. Our recommendation is monthly
visits. However we do value your time and understand that a simple phone
call can also be very effective.
Client • Prepare surveys to measure client satisfaction and High 19/02/202

Satisfaction and responsiveness;
Responsiveness
• Makes sure you are sure what the complaint entails and handle it
professionally and tactfully.
• Always make sure that customer gets your apology for the lack of
service or wrong service delivery.
• Evaluate and review number of requests, compliments and
complaints compared to previous months.
Cleaning Workers • Provide manual tasks solutions that can helps Medium 16/03/202
• Be careful with the all bellowing
• Check your workplace for any of the signs that indicate a poor
cleaning system
• Provide cleaning procedures, safety and policies

(when) (measuremen
t)
We should enable customers to
Leverage Multi- switch between multiple channels High Half Rating of new
Channel Servicing. yet enjoy a consistent quality of Yearly line of channel
service. This can help boost your servicing
brand’s reputation and credibility.
Hire and Train Professionals with the
Strengthen Right Skills High Every Employee
Your Customer year Turnover Rate
Service Team (ETR)
To overcome this issue, businesses Low Yearly
Use smart CRM can streamline their workforce Check on new
Platforms processes using smart CRM systems
platforms. Such systems help to
ensure that everyone is on the same
page - which is important in
establishing high customer service
standards.
Ensure to provide the customers Medium Quarterl Customer
Seek Customer Fee multiple ways to share their y Satisfaction &
dback to provide feedback. Retention
excellent customer
service
Revised Customer Service Strategy

Strategies Actions Priority Time Frames Performance
Indicators
Staff training Provide intense High 28/03/2021 Improvement in

training to all the quality of service and
personal at all level performance of
employee
Develop Customer Establish customer Medium 15/03/2021 Decline in complain
feedback mechanisms feedback procedure rate and improvement
and train executive to in customer positive
provide timely response
response to customers
Quality and Set standards for High Contentiously Quality of service
consistency in service quality of each services match with high
standard and maintain
consistency
Development of a Establish a committee Low 28/03/2021 Reduction in consumer
customer service to frame the customer grievance and
charter service charter with improvement in
reference to customers positive
organizational and response
legal provisions
Revised Customer Service Strategy Report
Strategies Actions Time Performance

Priority
(what) (how) Frames Indicators
(L/M/H)
(when) (measurement)
To train a staff  Arrange sessions for the

that has high staff members to give  Customer
customer service them trainings for satisfaction
knowledge and is customer service.  Employee
more informed in  Improve the retention
this regard. communication skills.  Employee
 Prepare them well for all turnover
Within
the desirable and
High first 6
undesirable situations.
months
 Let them know all the
policies and procedures of
the business.
Medium- Within 1  Resolved
 Initiate a SMS service
Establish and High year issues
 Set-up a business email
maintain an  Service
and check and respond to
effective as well as Quality
it actively.
an active feedback  Customer
 Frequently analyses
system. Satisfaction
recorded sales calls.
 Create a paper feedback  Customer
cards and make sure the Loyalty
cleaning staff gets it filled
from the clients after the
service has been provided.
Provide  Train the staff well  Service

environmental with appropriate set Quality
friendly cleaning of skills and  Cash flow
services of knowledge.  Customer
acceptable quality satisfaction
 Use high quality and
and  Loyalty
safe cleaning
Ensure the  Being
materials.
consistency compared to
competitors
 Train the concerned

staff to provide a full Within
detail of cleaning Medium 6-8
services to be months
provided (if enquired
by the customer).
 Give them enough

knowledge about the
cleaning practices.
To build a loyal 1 year  Customer
 Timely responses to
customer base and and Satisfaction
customers’ call,
increase the above  Customer
complaints.
number of clients. Retention
 Train staff to have an
 Customer
effective
Loyalty
communication with Medium
the customer to  Cash Flows
understand the needs
of the customer.
To build awareness  The pamphlets have  Resolved

among the necessary issues.
customers information.  Complaint
regarding the Escalation
 The staffs keep Ongoing
customer service Rate
reminding the Low to but fast in
charter
customers about the Medium first 6
completion time of months
service, price and
other
important matters.
25. 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.
26. 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.
To: Management team
Dear team,
Good morning!
I would like to brief the meetings outcome. The importance of customer service was highlighted, strategies and
actions were properly addressed.
Related to the feedback gathered, the following topic was added to the strategic plan:
Ethical principles and values:

• are committed to the highest ethical standards;
• accept and value their duty to provide advice which is objective, independent, apolitical and
impartial;
• show respect towards all persons, including employees, clients and the general public;
are committed to honest, fair and respectful engagement with the customers.
It follows the revised customer service strategy and screen shot of documents folder in attachment. For any
more information, please do not hesitate in contacting me.
Regards,
EMAIL
From: ื
ช่อเรา
To: Management team Subject:
Meeting Discussion
Dear team, Good
morning!
I would like to brief the meetings outcome. The importance of customer service was highlighted, strategies and
actions were properly addressed.
Related to the feedback gathered, the following topic was added to the strategic plan: Ethical
principles and values:
• are committed to the highest ethical standards;
• accept and value their duty to provide advice which is objective, independent, apolitical and impartial;
• show respect towards all persons, including employees, clients and the general public; are committed
to honest, fair and respectful engagement with the customers.
It follows the revised customer service strategy and screen shot of documents folder in attachment. For
any more information, please do not hesitate in contacting me.
Regards,

From: Manager
Cc:
Bcc:
Subject: Summarising meeting outcomes
The purpose of this email is to summarise and provide you the overview of the meeting’s outcomes. In the
meeting, we had discussed all the important facts and figures and the strategies we all had agreed with are:
Leverage Multi-Channel Servicing

Give all your employees excellent product knowledge
Strengthen Your Customer Service Team
Use smart CRM Platforms
Resolve all the customer conflicts and issues as soon as possible
Seek Customer Feedback to provide excellent customer service
For more information and details about the actions, timelines and priorities of the project please refer to the
attached Revised Customer Service Strategy and meeting minutes.
With regards
Email
From: Operations manager
Sir,
I would like to brief the meetings outcome. The importance of customer service was highlighted;
strategies and actions were properly addressed.
Related to the feedback gathered, the following topic was added to the strategic plan:
Ethical principles and values:
 are committed to the highest ethical standards;

 accept and value their duty to provide advice which is objective, independent, apolitical and impartial;
 Show respect towards all persons, including employees, clients and the general public; are committed to
honest, fair and respectful engagement with the customers.
It follows the revised customer service strategy and screen shot of documents folder in attachment.
For any more information, please do not hesitate in contacting me
Thank You
Manjeet Singh
Operations Manager
Attachment Revised customer service strategy
Attachment: Revised customer service strategy report
Subject: Revised Customer Service Strategy
Dear Assessor,
After meeting with the management team, few main valid points were identified, so I corrected my customer service strategy
according to the suggestions made.
The revised strategy and the screen shots are attached in the email, please review it.
Thank you
Regards,
Nitin Panjeta
=====================================================================================================
Student’s name:
Completed
Did the student: successfully Comments
Yes No
Outline the legislative and regulatory context of the
organisation relevant to customer service?
Identify customer needs through research and reflect
these needs in the customer service strategy?
Develop a customer service strategy in the required
format that includes appropriate strategies and actions
to achieve the strategic vision, mission and objectives
and key customer service principles?
Identify suitable actions, priority and performance
indicators within the customer service strategy to
achieve agreed quality, time and cost specifications?
During the meeting, demonstrate effective
communication skills including:
 Using non-verbal communication to assist with
understanding
 Using active listening techniques to confirm
understanding
Incorporate feedback as provided by the management
team into the final customer service strategy?
Manage records effectively by creating appropriate
folders and storing all files?

Assessor signature
Assessor name
Date
Student Declaration
 I declare that this task is all my own work and I have not cheated or plagiarised the work or colluded with any other
student(s).
 I understand that if I am found to have plagiarised, cheated or colluded, action will be taken against me according to
the process explained to me.
Student name
Student ID number
Student signature
Date
 I hereby certify that this student has been assessed by me and that the assessment has been carried out according
to the required assessment procedures.
Assessor name
Assessor signature
Date
Feedback

Student signature
Date
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.
Required
 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.
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.
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.
Email 1 from customer:

Received: 3 December 2019 11 am
Logged 3 December 2019 12 noon
Response sent out: 6 December 9 am
Response to customer (sent 6 February 9 am)
Policies and Procedures:

Managing Written Enquiries
All written communication will be clear and concise and adopt a formal tone.
Ozhouse Clean endeavours to acknowledge receipt of written correspondence:
• email within one working day
• mail within three working days
Where Ozhouse Clean is writing to a customer in response to an enquiry or other matter, all written
correspondence must be finalised in the timelines shown above.
The email checklist must be reviewed and used to develop all email correspondence.
Check whether the information provided within the quote is correct as per the Ozhouse Clean List
of Services.
The information provided was wrong:

In accordance with Pricing List:
Regular clean
This service includes full cleaning of living areas, bedrooms and bathrooms.
Ozhouse Clean regular cleaning services are priced at the following rates:
First 2 hours (minimum charge): $70
Each additional hour thereafter: $25
10% discount when you sign up for fortnightly clean for minimum 6 months.
However, the information provided was:
Taking up a weekly clean also gives you the benefit of a 20% discount which reduces the total
weekly price from $95 to $85.50.
Make notes on variances in response times or correctness of information. This information will
need to be shared at the meeting with staff.
Variances:
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.
• Email 1 from customer:
Received: 13 January 2020 11 am

Logged 13 January 2020 12
noon Response sent out: 16
January 9 am
• That should be response to customer (sent 14 January 9 am)

Received: 16 January 2020 10 am
Logged 16 January 2020 12 noon
Response sent out: 18 January 9:45
am
• That should be response to customer (sent 17 January 9 am)
• Customer Service Policy and Procedure.
• Ozhouse Clean is committed to:

✓ Politeness – the use of good manners in all interactions
✓ Responsiveness – meet agreed timeframes and follow up on all queries
✓ Professionalism – being objective and knowledgeable and demonstrating integrity
✓ Understanding – customers and their business
✓ Confidentiality – respecting the confidentiality of customer information
✓ Transparency – processes are clear, consistent and easy to access and documented.
• General Principles
✓ Staff will:
• Demonstrate to the customer at all times respect, courtesy, patience, attentiveness,
• Consideration and sensitivity that is appropriate to the age, culture and linguistic
background of the individual or group
• Listen to what customers have to say and determine the exact nature of the request
• Respond to customer enquiries promptly and efficiently in a timely manner act with
integrity and honesty when dealing with customers
• If unavailable or away from the office, return email messages promptly upon returning
• If away from the office for two or more days an “out of office” message is to be left on outlook
and the
telephone.
• Provide the customer with advice and other information that is accurate, clear, concise, reliable
and in
plain language
• Be sensitive to any language or other communication difficulties experienced by
customers when Providing advice and other information
• Present a positive image of Ozhouse Clean to the public.
• Ozhouse Clean List of services
The Ozhouse Clean Advantage
• Fully trained staff

• All staff insured
• Safe cleaning procedures
• All work is backed up by our 24-hour service guarantee: if something isn't done as expected, notify us
within 24 hours and we'll return to clean that part off the job free of charge
• Call now. We're confident you won't find a better cleaning service
Our Services
• At Ozhouse Clean we come to your house and do your cleaning for you.
• As an add-on service, we can also do your ironing, change beds and general tidying.
• We come to your home for a minimum of two hours and can stay as long as you like after that.
• Book us for your regular weekly, fortnightly or monthly clean and we’ll show you the Ozhouse Clean
difference.
• We can also do spring cleans for you, which we charge at a fixed rate.
• Outline response timelines and information requirements as included in the Customer
Service Policy and Procedures and List of Services.
All written communication will be clear and concise and adopt a formal tone. Ozhouse Clean
endeavours to acknowledge receipt of written correspondence:
- Email within one working day
- Email within three working days
• Explain any variances identified through your review of the email correspondence.
Variances
•Outline your proposed actions.
✓ Give clear advice to the caller about when they can expect a response when calls
cannot be fully responded to immediately. This should be within 1 business day.
✓ Provide the customer with advice and other information that is accurate, clear, concise, reliable
and in
plain language
✓ Be sensitive to any language or other communication difficulties experienced by
customers when providing advice and other information
✓ Present a positive image of Ozhouse Clean to the public.
✓ Be positive and helpful – if you don’t know the answer, say that you will find out the answer
and get back to the customer via telephone or email.
✓ Deal with customers calmly, courteously and patiently, even when the callers are angry,
aggressive or
distressed. Remain polite and seek help if necessary
✓ Answer unattended telephones in the absence of colleagues whenever practical
✓ Respond to telephone messages within one business day whenever practical
✓ Answer the phone in a timely manner - all telephone calls should be answered on or before the
third
ring.
✓ Greet the client with “Good morning/afternoon, this is NAME”
Analysis
We had reviewed all the provided documents including:
• Customer Emails and Responses sent by the customer service staff.

• Customer Service Policy and Procedure.
• Ozhouse Clean List of services
Review of Customer Service Policy and Procedures:
Policies
Ozhouse Clean is committed to:

 Politeness – the use of good manners in all interactions
 Responsiveness – meet agreed timeframes and follow up on all queries
 Professionalism – being objective and knowledgeable and demonstrating integrity
 Understanding – customers and their business
 Confidentiality – respecting the confidentiality of customer information
 Transparency – processes are clear, consistent, and easy to access and documented.
Procedures for enquiring
 Answer the phone in a timely manner - all telephone calls should be answered on or before the third ring.
 Greet the client with “Good morning/afternoon, this is NAME”
 Be warm and friendly
 Speak slowly and clearly
 Be careful with language –slang or jargon is not to be used
 Be positive and helpful - if you don’t know the answer say that you will find out the answer and get back
to the customer via telephone or email with the answer.
 Give clear advice to the caller about when the caller can expect a response when calls cannot be fully
responded to immediately. This should be within 1 business day.
 Deal with customers calmly, courteously and patiently, even when the callers are angry, aggressive or
distressed. Remain polite and seek help if necessary
 Answer unattended telephones in the absence of colleagues whenever practical
 Respond to telephone messages within one business day whenever practical
 Change voicemail message(s) when absent from the office for any period of time. For example, an
external all day meeting, state/territory based public holiday or leave.
Review of List of services:
Regular clean
Spring clean (blitz)

Our spring clean service is designed for customers who don’t’ want a regular cleaner but every now and again
want someone to come in and do a spring clean.
Bond cleaning
Our bond cleaning service will give you a 100% guarantee that you will get your bond back. Minimum time of
6 hours at $150.
Eco-Clean
This service includes full cleaning of living areas, bedrooms and bathrooms using only eco-friendly products.
Oven cleaning
Use our one-off oven cleaning. We can include this as part of your regular cleaning services at a one-off price
of $25.
New products
We’ve teamed up with Nature Care Products to offer all of our customers the opportunity to buy high quality,
environmentally friendly cleaning products.
Review of the email correspondence

Received: 8 April 2017 10 am
Logged 8 April 2017 12 noon
Response sent out: 8 April 9:30 am

Received: 10 April 2017 11.30 am
Logged 10 April 2017 2:00 pm
Response sent out: 12 April 6 pm
Variances identified:
Cost variances
Quality variances
Timeline variances
Actions to address identified issues with response time:
Reaction time or response time refers to the amount of time that takes places between when we perceive
something to when we
respond to it. It is the ability to detect, process, and respond to a stimulus.
Reaction time depends on various factors:
 Perception
 Processing
 Response
Way to improve the responsive information
Training and challenging your brain can help strengthen the brain and its neural networks. If you frequently
train reaction time, the brain's connections will become stronger and healthier, which means that when it comes
time to use response time, it will be quicker and require less mental resources.
This program starts with a precise assessment of the user's response time and other fundamental cognitive
functions, and then uses the results to create a training program created to their specific needs.
Also, for this, we had to:
 Stop making excuses.

 Make a system (and use it)
 Listen on social media.
 Leverage technology.
Customer service analysis
Customer is interested in getting a quote to clean his house. Customer not sure whether weekly or
fortnightly will be better so if company could send the pricing for both that would be great.
Customers think he would need approximately 3 hours cleaning for the size of his house. He
informs the company about why he should use companies’ services in preference to those of
other companies
In response to email from customer regarding the cleaning service that would best meet
customers, company recommend a three hour weekly clean. This is company’s most popular
service and includes a full clean of all areas of customer’s house, including living areas,
bedrooms and bathrooms. Taking up a weekly clean also gives you the benefit of a 20% discount
which reduces the total weekly price from $95 to $85.50. At Ozhouse Clean, excellent service
delivers to all of our customers. The advantages offer customers including fully trained, insured
staff who use safe cleaning procedures at all times.
Second complain of a busy professional with a large family and would love to get a regular
monthly clean. His preference is for cleaning with non-toxic products. Customer also interested
in one off service offer by company, for example oven cleaning.
There is need to in increase number of service and recruit staff to manage growing demand. As
an add-on service, change beds and general tidying require supervision
a. Customer emails and responses sent by the customer service staff
There are two customer enquiries which are answered according to company’s policy and procedure.
Both questions about pricing, best services provided and discounts offered if chosen services
frequently, customers will like polite and timely responses and would choose the services
because its ensured to be best and will definitely recommend to family and friends if satisfied.
b. Customer Service Policy and Procedure
 OZ clean house customer policy and procedure gives a clear picture of companies:
1) Policy which is committed towards:
 Politeness – the use of good manners in all interactions

 Responsiveness – meet agreed timeframes and follow up on all queries
 Professionalism – being objective and knowledgeable and demonstrating integrity
 Understanding – customers and their business
 Confidentiality – respecting the confidentiality of customer information
 Transparency – processes are clear, consistent, easy to access and documented
2) General principles with respect to how staff will demonstrate their ability to provide excellent
services to customers, how they respond to customers, being sensitive and positive. If they
are away or unavailable they need to set auto email.
3) Managing telephone enquiries: All the enquiries to be responded in friendly and clearly
manner.
 Phone call has to be answered before third ring. Any unattended calls should be answered within
one business day. Changing voice mail message on timely manner, according to public holidays,
absence and meetings.
4) Managing written enquiries: Written communications to be clear and concise and has to be
responded
 email within one working day
 mail within three working days
5) Promotional materials should be clear and simple, which includes advertisement in social
media, pricing and contact details.
6) Dealing with difficult customers: Staff must actively listen to customers, be clam, answer
politely, apologise and obtain feedback and record the information.
7) All the information relating to companies policy and procedure is to be treated under
confidentiality.
8) Complaints and feedback has to be referred to management team and has to be dealt within
three working days. Filling up online survey has to be encouraged.
9) Detailed email checklist which includes identification of mistakes in the email, to be in clear
and simple language, should include warm tone and best services provided by the company.
 c) Ozhouse Clean List of services: includes spring clean, bond cleaning, eco clean and new
products which offer environmental friendly products.
Our Services
1. At Ozhouse Clean we come to your house and do your cleaning for you.
2. As an add-on service, we can also do your ironing, change beds and general tidying.
3. We come to your home for a minimum of two hours and can stay as long as you like after that.
4. Book us for your regular weekly, fortnightly or monthly clean and we’ll show you the Ozhouse
Clean difference.
5. We can also do spring cleans for you, which we charge at a fixed rate.
Dealing with difficult customers

Ozhouse clean staffs are expected to treat customers with courtesy and respect at all times and to make
every reasonable effort to address the customer’s needs even when the customer is rude or difficult.
Staff must try and put themselves in the customer’s shoes and be empathetic.
Actively listen to what the customer is saying and repeat their concerns to make sure you are addressing
the right issue.
Use calm, objective wording e.g. as I understand you are quite rightly upset because your book did not
arrive in the time we specified.
Apologise to the customer and present a solution. For example, you could offer a discount on a future
service.
All feedback should be recorded.
Where the customer indicates they wish to lodge a formal complaint, outline the complaint procedure as in
the company’s complaints handling policy.
Confidentiality and privacy

Ozhouse Clean is committed to the protection of customer personal information. All dealings with
customers must abide by the Privacy Act 1998 and the Australian Privacy Principles contained in the
Privacy Act 1998 (CTH) except when qualified by any relevant Codes of Practice, and will underpin all
matters related to personal information at Ozhouse Clean. Ozhouse Clean also has a Privacy Policy in
accordance with that Act.
Privacy Complaints
Individuals, who feel that Ozhouse Clean may have breached their Privacy or OZHOUSE CLEAN’s
Privacy Policy, are to contact Ozhouse Cleaning writing either by email, fax or letter addressed to:
Complaints and Feedback

Ozhouse Clean welcomes complaints from customers. If a customer wishes to make a complaint, they
may contact us via email or via phone and discuss their complaint. Where the complaint cannot be
resolved at this first point of contact, the complaint will be referred to the management team. The
customer will be contacted with 3 working days to advice of the outcome of their complaints.
Ozhouse Clean also welcomes feedback from all of its customers and sends a link to an on-line survey for
all customers to complete.

Received: 3 February 2021 11 am
Logged 3 February 2021 12 noon
Response sent out: 6 February 9 am

Received: 8 February 2021 9.30 am
Logged 8 February 2021 12 noon
Response sent out: 12 February 5 pm
The tone used in the emails to the customers is formal and pleasant as it should be. The start and the
ending of the responses is a perfect example of how a business email should be. The emails were overall
very concise and clearly answered the questions of respondents. There were no signs of rude and vague
replies in any of the email. So the overall structure of both the emails was in accordance with the policy
and procedure stated by OzHouse Clean as well as the rules adopted for any business email.
As for the response time of the emails, the policy of the states that the email response should be made
within 24 hours of receiving the email. The customer service officer responded to both the emails (to Jan
and Jane) late, the delay was about 2-3 days. The customer service officers need to be more efficient,
active and quick in sending replies to the customers. Otherwise the customers may get impatient and
choose competitor for services. Being active on all the communication channel is one of a key to the
success of business and is also gives a competitive advantage to business.
There was a mistake in one of the emails regarding the quote of services enquired by the customer. In
response to Jan, the customer service suggested regular service ($95) with 20% discount, so the actual
correct price would be $76 and not $85.5 as mentioned in email. The officer needs to very careful and
should double check any information before it is delivered to the customer because once it is sent to
customer, it may cause confusion and distrust in the mind of customer. In the same email the customer
asked why she should opt for OzHouse, the customer service officer did not make any mention of it in
response email. It was wise though to attach the list of services in email to let Jan know about all the
services.
In the second email, the quote given by customer service officer was correct. All the queries were
answered except for the one regarding the use of eco- friendly product. In response email, there was no
mention of any sort of suggestion relating to what eco- friendly products Jane may use. The customer
service officer should have answered this query as an extra favor and it would have sent a positive
gesture towards Jane. The mention of 10% discount was appropriate as it would further give a nudge
Jane to opt for Ozhouse Clean. Another thing that response email lacked was any mention of one off
service (oven cleaning) that Jane asked about. The response also had no attached list of services to
provide assistance. The officer should make sure that all the queries have been answered before sending
any reply.

o email within one working day
o mail within three working days
Check whether the information provided within the quote is correct as per the Ozhouse Clean List of Services.
The information provided was wrong:
In accordance with Pricing List:
Regular clean
Ozhouse Clean regular cleaning services are priced at the following rates:
First 2 hours (minimum charge): $70
Each additional hour thereafter: $25
However, the information provided was:
Taking up a weekly clean also gives you the benefit of a 20% discount which reduces the total weekly price from
$95 to $85.50.
Make notes on variances in response times or correctness of information. This information will need to be shared
at the meeting with staff.
Variances:
Taking up a weekly clean also gives you the benefit of a 20% discount which reduces the total weekly price from
$95 to $85.50.
10% discount when you sign up for fortnightly clean for minimum 6 months
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:

 Using non-verbal communication to assist with understanding
 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.
MEETING:
Outline response timelines and information requirements as included in the Customer Service
Policy and Procedures and List of Services.

• email within one working day
• mail within three working days
Explain any variances identified through your review of the email correspondence.
Variances:
Outline your proposed actions.
Follow e-mail checklist before sending it.
An email checklist need to be done on the following topics:

• Subject field of email is clear and concise – no capitals
• Relevant recipients identified
• Email includes greeting and name and position
• Email body concise and to the point
• Email checked for spelling and tone before sending. Tone should be warm.
• The Ozhouse Difference and Customer Service Guarantee should be explained.
• Ozhouse Clean List of services:
• Includes all services like:
Spring Cleaning, Bond Cleaning, Eco Cleaning – which offer environmental friendly
products
Open the meeting to discuss your proposed actions
We had conducted the service delivery analysis meeting and the summarised minutes of the meeting were:
Response timelines and information requirements
Responsive timeline in accordance with the Customer Service Policy and Procedures and List of Services are:
The customer will be contacted with 3 working days to advice of the outcome of their complaints.
Receipt of written correspondence will be send for:

 email within one working day
 mail within three working days
Variances identified through review of the email correspondence
Review

Received: 8 April 2017 10 am
Logged : 8 April 2017 12 noon
Response sent out: 8 April 9:30 am

Received: 10 April 2017 11.30 am
Logged : 10 April 2017 2:00 pm
Response sent out: 12 April 6 pm
Variances
Cost variances
Quality variances
Timeline variances
Proposed actions
We should enable customers to switch between multiple channels yet enjoy a consistent quality of service. This can
help boost your brand’s reputation and credibility.
Provide them the product training and knowledge
Hire and Train Professionals with the Right Skills
To overcome this issue, businesses can streamline their workforce processes using smart CRM platforms. Such
systems help to ensure that everyone is on the same page - which is important in establishing high customer service
standards.
Make conflict resolution strategies and implement it as soon as possible
Ensure to provide the customers multiple ways to share their feedback.
Time- 7 PM
CEO, Management team and operations manager were part of the meeting
Outline response timelines and information requirements as included in the Customer Service
Policy and Procedures and List of Services
Information requirements
It should be correct, clear and concise as in the customer service policy and procedure and list of
services.
The customer 2 email was unclear information:
“The cost of this service is $140. If you decide down the track to increase the frequency of your
clean, we can also offer you a 10% discount on this price if you sign up with us for 6 months for
a fortnightly clean”
We should provide more information and explain it clearly with promptly greeting before
mentioned into the response as:
Following from your enquiries for environmentally friendly products for a regular monthly
cleaning your house with non-toxic products such oven cleaning. I recommend the Eco-Clean
cleaning which is the best suit for you also I recommend oven cleaning for your choice if you’re
interested. The price I summarize bellows:
The cost Eco-Clean
This service includes full cleaning of living areas, bedrooms and bathrooms using only eco-
friendly products.
 Ozhouse Clean Eco-Clean services are priced at the following rates:

 First 2 hours (minimum charge): $80
 Each additional hour thereafter: $30
 10% discount when you sign up for fortnightly clean for minimum 6 months.
 Oven cleaning
Fed up of cleaning your oven? Use our one-off oven cleaning. We can include this as part of your
regular cleaning services at a one-off price of $25.
Explain any variances identified through your review of the email correspondence
Variances
Outline your proposed actions
Give clear advice to the caller about when they can expect a response when calls cannot be fully
responded to immediately. This should be within 1 business day.
Provide the customer with advice and other information that is accurate, clear, concise, reliable and in
plain language
Be sensitive to any language or other communication difficulties experienced by customers when

providing advice and other information
Present a positive image of Ozhouse Clean to the public.
The training courses, the customer service team should take:
Further Education and Training Act 2014
Vocational Education, Training and Employment Act 2000
Vocational Education, Training and Employment Regulation 2000
Trading Hours
 Trading (Allowable Hours) Act 1990

 Trading (Allowable Hours) Regulation 2004
As you progress in your career, effective communications with customers, whether as an

employee or as your own boss, can be the key to your ultimate success. Communications
strategies are big-picture plans supported by a series of specific tactics to meet your goals.
o Social media campaigns

o Regular use of surveys
o Consultative selling
o Client education and knowing
How to follow up are all strategies you should learn and use as you climb the corporate ladder.
 Revise customer service policy and procedures
Time- 11:30 AM
Participants- CEO, Management team and operations manager
Meeting conducted for Customer services analysis.
Supervisor: we have to work on all areas that are most important to customer, so that we can set trend for
all the companies working in our domain. We need to make a checklist on following points.
1. Check whether the response times for the delivery of quotes is in accordance with timelines specified in
the Customer Service Policy and Procedures.
2. Check whether the information provided within the quote is correct as per the Clean List of Services.
A customer service analysis (or customer profile) is a critical section of a company's business plan or
marketing plan. It identifies target customers, ascertains the needs of these customers, and then
specifies how the our company services satisfies these needs
Assessor: we thoroughly reviewed a Customer Emails and Responses sent by the customer service staff. The
response time to customer was within 24 hours. It is in accordance with the timeline addressed in customer
service policy. A customer profile is a simple tool that can help business better understand current and potential
customers, so they can increase services and grow their business. Customer profiles are a collection of
information about customers that help determine why people buy or don't buy a service.
My opinion: In my opinion, a customer analysis can be broken down into a behavioral profile (why
your product matches a customer's lifestyle) and a demographic profile (describing a customer's
demographic attributes).As to talk about variances in response time, first we need to understand
customer requirement if we make some variances in response time it would not affect the customer
requirement and deadline to meet our goals. That’s why it is necessary to do these two analyses.
Supervisor: exactly for our company prestige, A behavioral analysis of customers (or psychographic
profile) seeks to identify and weigh the relative importance of factors consumers use to choose one
product over another. These factors, sometimes called buying criteria, are key to understanding the
reasons that customers choose to buy our company product (or service) versus the products or services
offered by our competitors. The four major criteria that customers use to distinguish competing
products are: price, quality, convenience and prestige.
Customer service team: In consumer transactions, price and quality tend to be the dominant factors.
However with business-to-business (B2B) transactions (also called industrial marketing), service
issues such as reliability, payment terms, and delivery schedule become much more important.
My opinion: In addition to that, customer behavior analysis requires a more in-depth understanding
of the actual decision-making process of the customer purchase. This may be especially true in an
industrial marketing scenario. Examples of purchase process questions to be answered here include:
* What steps are involved in the decision-making process?
* What sources of information are sought?
* What is a timeline for a purchase (e.g., impulse vs. extended decision-making)?
* Will the customer consult others in their organization/family before making a decision?
* Who has the authority to make the final decision?
* Will the our service require significant modifications
Supervisor: furthermore, Behavior profiles can also focus on actions, such as: which types of services
were purchased, how frequently services are purchased, the average transaction value, or which
services were purchased in conjunction with other items. To understand the buying habits and patterns
of your customers, answer the following questions:
* Reason/occasion for purchase?
* Number of times they'll purchase?
* Timetable of purchase, every week, month, quarter, etc.?
* Amount of product/service purchased?
* How long to make a decision to purchase?
* Where does the customer purchase and/or use the product/service?
Customer service team: Another important analysis is that, the second major component in customer
analysis is identifying target market segments that are predisposed to preferring your products over
those of your competitors.
A market segment is a sub-set of a market made up of people or organizations with one or more
characteristics that cause them to demand similar product and/or services based on qualities of
those products such as price or function.
The target market segments are specified by demographic factors: age, income, education, ethnicity,
geography, etc. Then by having a well-defined set of demographic factors, marketing will be able to
identify the best channels to reach these specific demographic segments.
My opinion: Not only that, but I also think that Typical questions should be made when
determining the demographics of the target market include:
* What is the age range of the customer who wants my product or service?
* Which gender would be most interested in this product or service?
* What is the income level of my potential customers?
* What level of education do they have?

* What is their marital or family status: Are they married, single, and divorced? Do they have kids, grandkids?
* What are the hobbies of my target customers?

Meeting conducted for Service delivery analysis:
Supervisor: For our company performance, Outline response timelines and information
requirements as included in the Customer Service Policy and Procedures and List of Services.
Customer service team: we did work on following points that is related to the betterment of service delivery.
 Delivering services in accordance with an established schedule in customer service policy
 Preparing and updating the schedule for daily operations
 Making and transferring assignments for performing service delivery operations
 Communicating appropriate information to operations staff, management, customers, and end users
 Using methods and tools for performing service delivery operations
 Assigning and transferring responsibility for resolving requests
 Assigning and transferring responsibility for monitoring the status of requests and for tracking the progress
of actions related to requests
 Enabling customers and end users to submit requests
 Categorizing requests
 Using methods and tools for request management
 Collecting, distributing, and analyzing performance data
My opinion: To ensure that we complete our work. It's easy to delay or to forget a task that has no agreed end
point. Deadlines help to avoid this.
To encourage a smooth flow of work- Deadlines help us to collaborate toward achieving a shared goal, and
to keep complex, multistage projects on track.
To set expectations- Deadlines make clear what we're expected to deliver and when. This means that we
can take control of our work, free of confusion. That’s why it’s important to do every work with the time line
provided to the customer.
Supervisor: there are following steps to be disused with the customer service team so that they could
improve the services.
 Evaluate What's Required

 Get the Right Resources
 Plan in Detail
 Limit the Damage of a Missed Deadline
Customer service Team: we have purposed some actions.

 Be assertive.
 Adjust your mindset.
 Adopt a positive attitude toward deadlines, instead of resenting them. Deadlines can help you to achieve
goals that you might otherwise put off.
 Don't mistake "planning" for "doing." No matter how good a plan you have, that is all it is – a plan. Once
you have it, put it into action.
 Make good use of your time. Avoid trying to multitask, as it's not efficient.
 Beat self-sabotaging behaviors.
 Understand your motivations.
 Is it doing a good job, getting praise and recognition, or having free time to do the things that you enjoy?
Meeting your deadline will likely help in all of these areas.
 Make meeting deadlines a habit.
There are some services demanded by the customer but not listed in our services this is some time
make services not promising.
My opinion: in my point of view action suggest by customer service team will support the service
delivery effectiveness. For making our services promising we need to add or modify list of services.
3. 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.
like) style.
It should introduce and summarise the contents of the attachment.

Attach your customer service analysis to the email.
To: Management team
Dear team,
Good morning!
I would like to brief the meetings outcome. The response timelines and information requirements
as included in the customer service policy and procedure and list of services were highlighted,
variances of emails response was showed and proposed actions were explained as follows:
Employees must follow e-mail checklist before sending it.
• An email checklist need to be done on the following topics:

• Subject field of email is clear and concise – no capitals
• Relevant recipients identified
• Email includes greeting and name and position
• Email body concise and to the point
• Email checked for spelling and tone before sending. Tone should be warm.
• The Ozhouse Difference and Customer Service Guarantee should be explained.
• Ozhouse Clean List of services:
• Includes all services like:
• Spring Cleaning, Bond Cleaning, Eco Cleaning – which offer environmental friendly
products
It follows the customer service analysis in attachment.
For any more information, please do not hesitate in contacting me.
Regards,
----------------------------------------------------------------------------------
From: ื
ช่อเรา
To: Management team
Subject: Customers survey analysis
report Dear team,
Good morning!
I write this email is to tell you that I have attached customer surveys analysis report to you.
Please see the attached file below. If you have any questions please feel free to contact me.
Regards,
----------------------------------------------------------------------------------
To: The customer service team

From: Manager
Cc:
Bcc:
Subject: Summarizing the meeting minutes
Respected Team members,
The purpose of this email is to summarise the outcomes of the service delivery analysis meeting held. In the
meeting, we had discussed about the,
Response timelines and information requirements in accordance with the policies and procedures
Variances identified through review of the email correspondence
Proposed actions opted
For better understanding and details about the minutes, I request you to go through the attached documents
once and share your views.
Thank you
With regards
===============================================
Email
Sir,
As per discussion in the meeting regarding various issues face by the company, there is need to improvement in
our customer services as 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.
As an Operations Manager, my responsibility towards team of staff including call center operators and the cleaning
team to develop a customer service strategy and a customer service charter that aligns with the company’s
strategic plan mission, vision and objectives. I find that all customer services strategies need to be implemented
during upcoming year and a priority assigned.
For our organization customer service is a key area, as well as legislation and regulations. There is a need to
develop effective strategies and actions in the new customer service as well as review the existing strategies and
actions which will assist in achieving the key customer service. On the basis of principles, as well as strategic
mission, vision and objectives we plan to achieve the quality, time and cost specifications that the company has
agreed to uphold for customers.
To achieve organizational goal and organizational objective and fundamental in delivering world-class cleaning and
customer service to:
• Provide our customers with a professional and friendly service.
• To increase the number of clients by 10ff each year.
• Meet or exceed the expectations of customers.
• Implement best practice in cleaning operations, including environmentally sustainable practices.
As per the organizational need I prepare the legislation report which contain all the legal provisions and rules which
are required to be comply by the organization. I also develop customer service and communication policy and
procedure based on the customers need and organizational requirements.
Kindly check the report which is attached with this mail as all the legal compliances and customer service policy to
discuss in the meeting of team members.
Thank You
Manjeet Singh
Operations Manager
Attachment: Customer Service Analysis
Subject: Customer Service Analysis
Respected Assessor,
For task 3, I had to write a customer service analysis report after reviewing the email responses of customer services officer to
the clients, the policies and procedures of company and the list of services provided by the company. I also made necessary
changes after having a meeting with the customer service team. The meeting ended with proposed actions-
 Be assertive.
 Adjust your mindset.
 Adopt a positive attitude toward deadlines, instead of resenting them. Deadlines can help you to achieve goals
that you might otherwise put off.
 Don't mistake "planning" for "doing." No matter how good a plan you have, that is all it is – a plan. Once you
have it, put it into action.
 Make good use of your time. Avoid trying to multitask, as it's not efficient.
 Beat self-sabotaging behaviors.
 Understand your motivations.
 Is it doing a good job, getting praise and recognition, or having free time to do the things that you enjoy?
Meeting your deadline will likely help in all of these areas.
 Make meeting deadlines a habit.
There are some services demanded by the customer but not listed in our services this is some time make services
not promising.
The analysis report is attached in the email, please review it.

Thank you
Regards,
Nitin Panjeta
==========================================================================================
Student’s name:
Completed
successfully Comments
Did the student: Yes No
Check that services are being delivered according
to customer service standards, including monitoring
the performance of the team against required
customer service standards?
Ensure the delivery of services to required
customer services by identifying suitable actions to
address underperformance?
Assist the team to achieve the required standards
by confirming required standards, explaining the
underperformance and outlining actions required?
During the meeting, demonstrate effective
communication skills including:
 Using non-verbal communication to assist with
understanding
 Asking questions to identify required
information
 Using active listening techniques to confirm
understanding
Adjust services/customer service standards
according to consultation with the team?

Assessor signature
Assessor name
Date
Student Declaration
other student(s).
Student name
Student ID number
Student signature
Date
Assessor name
Assessor signature
Date
Feedback

Student signature
Date
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.
Required
 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.
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you written
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with unfairly
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.
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.
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:

a. Summary of the issues
b. Analysis of relevant legislation.
c. Issues with use of group buying web sites for businesses, including benefits and pitfalls.
d. Recommendations for actions, including response to the customers, as well as
recommendations that can be adopted internally to avoid this situation reoccurring.
Use the Briefing Report Template to guide your work.
Summary of the issues
• Two of customer have complained to the Department of Fair Trading as the vouchers are out of
date and that they are no longer able to use the vouchers. The company’s refund policy on the web
site does not refer to refunds in relation to vouchers.
• Two customers have complained about wait too long to redeem their vouchers for an
introductory clean.
• A customer called to complain that they had paid for an introductory clean but the voucher only
covered a free hour of cleaning and they would have to pay the full amount additional $70.
Analysis of relevant legislation.
Trader conduct was assessed against compliance with the Australian Consumer Law and the
best practice principles listed below.
The final results of the operation were:
Principle 1: The critical information needed by the gift recipient should appear on the card
itself, so that when the gift recipient has only the card in their wallet/purse (but not the
packaging or receipts which are often not provided by the gift giver, or are discarded by the
gift recipient), they have a greater opportunity to redeem the card.
Survey findings:
• Best practice – critical information of card value; expiry date or combination of issue and
expiry date; terms and conditions appear on card; all applicable fees are disclosed - 12 cards
(43%)
• Poor practices – card value does not appear on the card - Eight cards (26%)
• Either expiry date or the combination of the issue date and expiry date period does not appear
on the card - Eight cards (26%)
• Terms and conditions do not appear on the card - Two cards (7%)
• All applicable fees are not disclosed on the card - One card (4%)
Principle 2: Where a card issuer provides space for a retailer to write critical information onto
the card (such as card value, issue date or expiry date), the retailer should be able to write on
the card with an ordinary pen (e.g. ballpoint and not a special marker) to increase the likelihood
of the gift recipient being provided with that critical information.
Survey findings:
• Poor practice- Unable to write on card using ordinary pen (e.g. ballpoint) where critical information
is not pre-printed on the card - Two cards (7%)
Principle 3: Gift recipients should be given a long expiry period, or preferably the gift card
does not expire.
Survey findings:
• Good practice- Card does not expire - Three cards (11%)
• Poor practice- Card expires less than 12 months after date of issue - No cards – all cards
that expired had at least 12 months expiry.
Principle 4: Representations about expiry dates or periods should be consistent on card,

packaging, receipt and online terms and conditions, to ensure consumers can reasonably
attempt to redeem the card.
Survey findings:
• Poor practice- Conflicting representations about card expiry date or period - Six cards (21%)
Principle 5: Retailers and card issuers should clearly and consistently disclose a gift
recipient’s ability to extend the expiry date/period for gift cards, preferably free of charge.
Survey findings:
• A number of retailers salespeople made verbal representations that gift cards could be extended, but
these were not consistent with any representations on the cards.
Principle 6: Retailers should issue refunds to consumers for residual amounts on

cards. Survey findings:
• Best practice – All cards offered refunds for residual amounts on card.
Issues with use of group buying web sites for businesses, including benefits and pitfalls.
Group buying websites
Group buying websites offer products and services at huge discounts. Whether you’re into spa
treatments or spring break vacations, there’s a deal for you somewhere. Once the minimum
number of buyers has made a purchase you can expect to see some pretty heavy discounts.
Group buying websites are also known as daily deal websites, because most of the deals
available are offered for a time-limited period. So if the minimum number of deals is reached
and it’s before the deal deadline - the deal is on! Look for a group buying website with a lot of
variety and different deals each day so you’re sure to find something you like.
How does it work
The website offers a discount deal or deals every day from a local or national business. Small-
print gives you the details about where the deal is located and any conditions the deal comes
with. If you want to take the deal you pay for it with your credit card. If enough people also pay
for the deal, the deal is activated, your card is charged and you receive a coupon to print out or
show to the business on your mobile device.
Key issues
Groupon – the leading group buying site – is now considered to be the fastest growing website of
all time. Group buying websites have grown massively in popularity over the last few years and
now most cities and towns have linked discounts. Although group buying websites help you to
save money, it’s worth remembering that they also encourage you to spend more so manage your
account like you would an online shopping website.
If you are a retailer or merchant you can offer your products and services to help gain access to a
new set of potential long term customers. Access to a new group of customers is certainly a
positive, but on the downside you will have to take a fairly heavy price cut. There have also been
reports of businesses being overwhelmed by the response to a deal and struggling to meet the
demand over a short period of time.
Advantages
Group-buying sites certainly do offer some genuinely large discounts - often 50% or more off
the RRP of an item or service.
In addition, they give small, local businesses another way to promote themselves, and advertise
their goods and services to a mass online audience.
Pitfalls to avoid
However, there are several traps and loopholes to avoid if you want to make group-buying sites
work for you. Here are five important questions you should ask:
1. Do I need it and can I afford it?
Many group-buying sites only (or mainly) offer ‘luxury’ items and services, rather than essentials.
For example, deals I found on Groupon included facial injection treatments, gastric band
hypnotherapy sessions and tickets to a four hour, VIP boat party.
Before you reach for your wallet, think about whether you can genuinely afford to treat yourself,
and actually want the deal on offer. Getting 80% off something you don’t really want or need
isn’t a bargain!
2. What is the total cost?
One of the things the ASA highlighted was the misleading nature of the pricing on certain deals.
For example, as reported in the Telegraph, an email for a ‘deal of the day’ Invisalign teeth bracing
voucher stated that members would pay only £98 for £1,650 of treatment - claiming a 94% discount.
In fact, those signing up would have to pay the remaining balance afterwards; but this was only
explained in the small print.
So, if you don’t want a nasty financial surprise, go through all terms and conditions with a fine-tooth
comb.
3. Can it be found cheaper elsewhere?
Don’t assume the deal or discount offered is the best out there. Sometimes you’ll get better
value directly from the retailer, or from restaurant deal sites like Tastecard or Toptable.
That’s why it’s crucial you do your own independent research and price comparison.
And be wary of big discounts on obscure services or items. For example, are you sure how
much gastric band hypnotherapy sessions are actually worth?
4. What are the limitations?
Keep an eye out for time or date limitations that might make it hard for you to use a voucher.
Check that you can redeem the offer at a location convenient to you. Most vouchers also
expire within four months or less, so make sure you use yours before it does.
5. What if the provider goes bust?
Finally, it’s worth being aware of your consumer rights in relation to group-buying sites.
Because you’re purchasing goods or services online, you’ll be covered by distance selling
regulations. In a nutshell, these mean that within a ‘cooling-off period’ (usually lasting seven
days) you can cancel your order and get a refund if you change your mind.
However, if a deal provider goes bust, your voucher is likely to become worthless - and in
reality you may find it hard to get your money back.
In normal circumstances, paying for an item or service by credit card gives you extra consumer
protection: Section 75 of the Consumer Credit Act states that you can claim against your card
provider, as well as the retailer, if anything goes wrong.
However, most group-buying websites are defined as third party agents. This means that the
supplier is solely responsible for the quality of the product.
According to Which?, this kind of transaction is a developing area of consumer law. And as
such, Section 75 protection may not fully apply.
So, it seems to come down to common sense: If (worst case scenario) you can’t afford to lose the
money spent, a group-buying website isn’t the best place to spend it.
Recommendation
➢ Give customer Voucher Terms and Conditions
Voucher Terms and Conditions

➢ Recommend customer to redeeming gift vouchers via online
Your customers can redeem a gift voucher when making a booking online. You'll need to
make sure you have:
1. A payment gateway connected to your Timely account
2. Allow online payments for bookings
Here's what your customers will see when they get to the online payment screen:
Complex Complaints Briefing Report
Summary of the issues
Three customers have recently called to redeem their voucher. Customer service officers have checked the vouchers and found that
they are out of date.
Two of the customers have complained to the Department of Fair Trading that they are unable to redeem the services paid for.
Two customers have complained that they had to wait too long to redeem their vouchers for an introductory clean.
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.
Analysis of relevant legislation.
Ozhouse need to take into consideration legislations and regulations that covers both their employees and their customers.
So for this, they have analysed the Australian Consumer Law (ACL) and take this legislation into effect.
Under the Australian Consumer Law, when you
buy products and services they come with
automac
guarantees that they will work and do what you
asked for. If you buy something that is not right,
you have
consumer rights
Also, the laws are administered and enforced jointly by the Australian Competition and Consumer Commission (ACCC) for the
cleaning services and organisations.
a. Issues with use of group buying web sites for businesses, including benefits and pitfalls.
Benefits:
Group buying is, above all else, a very useful marketing tool, as it promotes brand awareness in a focused fashion to a large audience.
Geo-targeting consumers aids not only in promoting your business but in gaining loyal and repeat customers.
If your business is already established, the marketing power of group buying can be used to launch and promote new services and
products.
And the best part is, all the vouchers purchased through these sites and apps are prepaid, and run for a limited time, meaning
businesses receive a lump sum for products and services sold via the sites.
Pitfalls:
Group buying is not something that will benefit all businesses. Those who don’t usually sell directly to the consumer may not benefit
from the marketing benefits offered.
Unfortunately, although these sites help promote brand awareness and sales, because you are reducing the price of the product or
service you may find your profits are hindered initially. When planning to use group buying, financially plan for it as a marketing
expense, rather than an income strategy.
Although group buying is undertaken to draw in new custom, beware that regular and loyal customers may find and purchase multiple
vouchers. And the new customers will still need something to draw them back other than further vouchers in order to turn them into
repeat customers.
e. Recommendations for actions, including response to the customers, as well as recommendations that can be
adopted internally to avoid this situation reoccurring.
Ozhouse Clean welcomes complaints from customers. If a customer wishes to make a complaint, they may contact us via email or via
phone and discuss their complaint.
The customer will be contacted with 3 working days to advice of the outcome of their complaints.
Ozhouse Clean also welcomes feedback from all of its customers and sends a link to an on-line survey for all customers to complete.
Ozhouse Clean
Complex Complaints Briefing Report
Brief information of the issues
The situation clearly explains that due to signing up with group buying website, there was increasing demand for
the cleaning services. With the increase in demand, there followed increase in number of complaints. As a part of
promotion, vouchers were given to customers. Few customers have complained that, by the time they were able to
redeem the voucher, it was out-dated and according to company’s policy, there is no refund provided on expired
vouchers and will not be considered. Two customers have complained that they had to wait for long to redeem the
voucher, because they had registered under group buying which was on high demand. One of the customers had a
voucher and booked for introductory cleaning but later learnt that the voucher does not cover the entire cleaning
cost and had to pay $70 extra.
The Legislative Framework
These Guidelines are a Legislative Instrument registered in accordance with the requirements of the Legislative
Instruments Act 2003, and relevant individuals and Australian Government agencies have a legal obligation to
comply with the requirements set out within these Guidelines.
These Guidelines are part of the Australian Government’s financial management framework, which creates an
overarching requirement to manage an agency’s affairs efficiently, effectively, economically, and ethically and in
accordance with the policies of the Commonwealth.
Breaches of these Guidelines, as part of the financial management framework, may attract a range of
administrative and disciplinary sanctions (including under the FMA Act and the Public Service Act 1999). Non-
compliance with the financial management framework is also reported in agency Certificates of Compliance.
Issues with use of group buying web sites
 Group buying is, above all else, a very useful marketing tool, as it promotes brand awareness in a focused
fashion to a large audience. Geo-targeting consumers aids not only in promoting your business but in gaining
loyal and repeat customers.
 If your business is already established, the marketing power of group buying can be used to launch and
promote new services and products.
 And the best part is, all the vouchers purchased through these sites and apps are prepaid, and run for a limited
time, meaning businesses receive a lump sum for products and services sold via the sites.
Advantages and Disadvantages of Group Buying
All of the above stated issues have seemed to have been caused by the group buying that the company initiated to
gain more and more sales. Though, group buying has helped the business to increase its sales. The most important
advantage of group buying is that all the vouchers bough through it are pre-paid, they have a certain expiration
date, so the business gets a huge amount of cash for the products and services that are yet to be provided. Apart
from it, it is an important marketing tool as it enhances brand awareness to a larger number of audiences. Because
of this, the geo-targeting consumers not only promote the business but also it helps to gain customer loyalty and
customer retention. In case the business is well-established, then the group buying plays a powerful role in the
introduction of new products and services.
While it is advantageous to adopt the group buying technique there are still many flaws that also comes with the
benefits. Group buying does not always benefit all the businesses alike. When on one hand it promotes the
business, on the other the products and services offered through it are discounted meaning the cash flows would
be lower than the cash flows if the sales were made normally without group buying.
The flaws cannot be completely removed but the impact can be reduced if the management takes appropriate
measures on time; so the profits would be lower too. So it is more of a marketing expense rather than a consistent
stable income strategy. As group buying is done through sites, so there is a chance that the customer may not get
enough awareness about the company as they would only be interested in the offer, indicating that company may
not really benefit from it in terms of promotion. While main aim is to draw attention of new customers, there are
chances that the regular and loyal customers start to buy it too. Retaining customers is a challenge in this case as
customer would buy from those who has a better offer, so the business needs to work harder in order to maintain
the attention of customers.
Another main issue which has also been seen in the case of OzHouse is the sudden high sales, if the business has
not done some preparations and does not has made contingency plans to deal with sudden high demand then the
customer service will drop and it will damage the reputation of the business thus turning the investment into a
nightmare.
Recommendations for actions

Resolving a complaint can turn an upset customer into a loyal one who will promote your business to their friends.
When a customer has a problem and you fix it, they will generally be more satisfied than if they never had a
problem in the first place.
Respond promptly and politely to client requests
o making appropriate eye contact
o using polite terms such as 'thank you' and 'you are welcome'
o using positive body language such as standing up straight and walking briskly
o using active listening to find out the customer's need
Handle complaints politely

o Make apologies when there is a breakdown cleaning/ housekeeping servicing
o Agree with customers on timelines for meeting requests
o Unacceptable customer requests
Turn complaints into opportunities• Showing concern for the individual and for the situation they find themselves
in.
Acting promptly rather than treating the complaint as a thing of lower importance.
Demonstrate your interest to fix the problem quickly.
Follow up with the customer to make sure the problems have been fixed and they are happy.
Summary of issues
Many of the complaints were received from the customers after group buying, all of them regarding the voucher expiry and the
absence of any refund policy for voucher. Three customers called to redeem the vouchers which were found to be out of date,
the customers were told about the expiry, two of them made a complaint to Department of Fair Trading regarding the issue.
OzHouse seems to have no refund policy regarding vouchers or they no mention of such thing in their company website which
complicated the things further.
Another issue was related to a long wait to redeem the vouchers; it is either because of the slow customer service or the
business not being able to fulfill the demand.
Another issue was regarding how much the voucher covered, one customer complained about it saying that for a regular
service, the voucher only covered one hour while for the rest they had to pay which was additional $70.
Another concerning thing is that the company ignored these potential important issues before signing up for group buying
services.
Analysis of relevant legislation
The Australian Competition and Consumer Commission (ACCC) clearly states about the discount voucher that:
The businesses must in a very clear manner state all the conditions and restrictions about how the vouchers can be used. The
consumer must read all the conditions carefully about the time, product, and expiry of the voucher before buying any voucher.
The ACCC also says that the businesses must also mention any restriction on how to use the voucher, whether or not the card
can be topped up.
The ACCC also clearly mentions that if the voucher has been expired, the business is not honor the voucher after its expiry
date unless otherwise negotiated. This means that the consumer should check very carefully the expiration date of the
voucher. Also, the vouchers cannot be exchanged for cash unless there is an amount left on the card that the business
believes cannot be used conveniently.
Issues with use of group buying web sites for businesses, including benefits and pitfalls
The Advantages of Group Buying
Group buying is, above all else, a very useful marketing tool, as it promotes brand awareness in a focused fashion to a large
audience.
Geo-targeting consumers aids not only in promoting your business but in gaining loyal and repeat customers.
If your business is already established, the marketing power of group buying can be used to launch and promote new services
and products.
And the best part is, all the vouchers purchased through these sites and apps are prepaid, and run for a limited time, meaning
businesses receive a lump sum for products and services sold via the sites.
The Disadvantages of Group Buying
 Group buying is not something that will benefit all businesses. Those who don’t usually sell directly to the consumer may
not benefit from the marketing benefits offered.
 Unfortunately, although these sites help promote brand awareness and sales, because you are reducing the price of the
product or service you may find your profits are hindered initially. When planning to use group buying, financially plan for it
as a marketing expense, rather than an income strategy.
 Although group buying is undertaken to draw in new custom, beware that regular and loyal customers may find and
purchase multiple vouchers. And the new customers will still need something to draw them back other than further
vouchers in order to turn them into repeat customers.
 Beware that group buying sites often result in an influx of traffic and custom, so make sure your business is prepared, as if
your customer service fails, the venture will not have been a worthwhile investment and your reputation could end up
damaged.
 Group buying can benefit your business on a large scale, but only if it is right for your business and you are equally
prepared. Be sure you know what you are getting into before you take the leap, and ensure your company is able to take
losses, as they are a probability
Recommendations
First and foremost, OzHouse should work on the policy regarding the refunds of vouchers as they have nothing formulated
anything regarding it yet. Secondly, the customer service officer should reply to the complaints regarding the expiry telling
them that the expired vouchers are not to be honored according to the rules by ACCC, but they can be compensated by
having special large discounts of offer they bought vouchers for. The
OzHouse management should prepare and train enough staff to deal with the sudden increase in demands. The customer
service representative should send an apologetic email to customers who had to wait to get their voucher redeemed. In
addition, they should be offered any one off service they like (such as oven cleaning etc.) to compensate and to prevent
damage to reputation. Lastly, OzHouse Clean needs to make their policies clear regarding the group buying and spread
awareness about it among the customers.
2. Send an email to your assessor.
The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.
Attach your briefing report to the email.
EMAIL
To: Management team
Subject: Briefing Report
Dear team,
Good morning!
It follows the Briefing Report in attachments. Its main topics are:
a. Summary of the issues

b. Analysis of relevant legislation.
c. Issues with use of group buying web sites for businesses, including benefits and pitfalls.
d. Recommendations for actions, including response to the customers, as well as recommendations
that can be adopted internally to avoid this situation reoccurring.
For any more information, please do not hesitate in contacting me.
Regards,
Respected assessor,
The purpose of this email is to summarize the contents of the Complex Complaints Briefing Report made by the customer service
department of the organization.
This report includes the information about the,
 Summary of the issues

 Analysis of relevant legislation.
 Issues with use of group buying web sites for businesses, including benefits and pitfalls.
 Recommendations for actions, including response to the customers, as well as recommendations that can be adopted
internally to avoid this situation reoccurring.
Hope these will help you to have an overview. For more details please go through the attached file.
Thank you
With respect
Email
To: The Assessor
Sir,
As per the organizational need I prepare the legislation report which contain all the legal provisions and rules which
are required to be comply by the organization. I also develop customer service and communication policy and
procedure based on the customers need and organizational requirements.
Two customers have complained that they had to wait for long to redeem the voucher, because they had
registered under group buying which was on high demand. One of the customers had a voucher and booked for
introductory cleaning but later learnt that the voucher does not cover the entire cleaning cost and had to pay $70
extra.
In order to respond promptly and politely to client requests
o making appropriate eye contact
o using polite terms such as 'thank you' and 'you are welcome'
o using positive body language such as standing up straight and walking briskly
o using active listening to find out the customer's need
Handle complaints politely
o Make apologies when there is a breakdown cleaning/ housekeeping servicing
o Agree with customers on timelines for meeting requests
o Unacceptable customer requests
Thank You
Manjeet Singh
Operations Manager
Attachment Briefing Report
To: Assessor
Attachment: Briefing Report
Subject: Briefing Report

Dear Assessor,
In task 4, I was required to analyze the complaints of customer, find out the relevant legislations and regulation applying to
group buying and the complaints, the benefits and flaws of group buying as well as recommendations in the light of research
made.
The briefing report is attached. Please review it.
Thank you for your time and consideration
Regards
Nitin Panjeta
============================================================================================
Student’s name:
Completed
Research relevant legislation and example
cases in order to solve complex consumer
complaints?
Identify and report on solutions based on
analysis of legislation and example cases,
including appropriate solutions for customer,
as well as internal solutions?

Assessor signature
Assessor name
Date
Assessment Task 5: Customer feedback and analysis project
Task summary
For this assessment task, you are required to develop a customer survey for Ozhouse Clean.
You will then analyse the results and develop a short report for your team about the results of the survey, as well as your
recommendations for changes to customer services or standards based on your analysis.
Required
 Access to the internet for research
Submit
 Email to your assessor with your customer survey attached
 Email to your assessor with your customer survey report attached
Assessment criteria
Students must complete all of the activities listed and will be assessed against the assessment criteria included in the
checklist included with this task.
If a student submits work that is not satisfactory, the assessor will provide written feedback explaining why, as well as
timelines for resubmission.
Assessment Task 5 Instructions as provided to students
Based on the customer service issues identified as a result of the customer complaints issue, Ozhouse Clean has decided
to be proactive and identify customer needs through use of a customer feedback survey. As Operations Manager of
Ozhouse Clean, you are required to develop the customer survey.
1. Conduct research
Use the internet to research real life customer surveys used by businesses, as well as how these surveys are
administered (e.g. online) and how often.
Identify best practices in customer surveys in regard to questionnaire design and survey method and
frequency. Make notes on your findings
Best customer survey methods, frequencies and design structure that shall be kept in mind are:
Keep it short
Your main goal is to be clear and concise, finding the shortest way to ask a question without muddying its intent. It’s not
just about reducing the character count — you also need to cut out unnecessary phrasing from your questions.
Only ask questions that fulfil your end goal
In short, be ruthless when it comes to cutting unnecessary questions from your surveys.
Every question you include should have a well-defined purpose and a strong case for being included. Otherwise, send it
to the c chopping block.
Construct smart, open-ended questions
Although it’s tempting to stick with multiple-choice queries and scales, some of your most insightful feedback will come
from open- ended questions that allow customers to spill their real thoughts onto the page.
Ask one question at a time
We’ve all been hit with an extensive series of questions before: “How did you find our site? Do you understand what our
product does? Why or why not?”
It can begin to feel like you’re being interrogated by someone who won’t let you finish your sentences. If you want quality
responses, you need to give people time to think through each individual question.
Make rating scales consistent
Common scales used for surveys can become cumbersome and confusing when the context begins to change.
Here’s an example: While answering a survey’s initial questions, you are told to respond by choosing between1-5, where
1 = “Strongly Disagree” and 5 = “Strongly Agree.”
Avoid leading and loaded questions
Questions that lead respondents toward a certain answer due to biased phrasing won’t get you valuable or accurate
feedback.
Make use of yes/no questions
When you’re asking a question that has a simple outcome, try to frame the question as a yes/no option.
The Survey Monkey study showed that these closed-ended questions make for great starter questions because they’re
typically easier for customers to evaluate and complete.
Best Practices for Creating Effective Surveys:
1. Define a clear, attainable goal for the survey.
What does a clear, attainable goal look like? Let’s use an example. Say you want to
understand why customers are leaving the business at a high clip. Instead of a goal like: “I
want to better understand customer satisfaction.” Your goal should be something like: “I
want to understand the key factors that are leading our customers to leave—whether these
reasons are caused by internal or external forces.”
2. Keep the more personal questions to the end.
Treat your survey like a conversation.
Would you start any exchange by asking someone how old they are? Probably not. Instead,
you’d engage in small talk first, and gradually move on to more personal topics. Similarly,
keep your early set of questions light and straightforward, and then slowly move towards
more personal questions.
3. Focus on using closed-ended questions.
Questions that use pre-populated answer choices for the respondent to choose from— like
multiple choice or checkbox questions. These questions are easier for respondents to answer
and provide quantitative data to use in analysis.
Open-ended questions (also known as free response questions) ask the respondent for
feedback in their own words. Since open-ended questions can take much longer to answer,
only include 1-2 of them at the end of survey.
Examples of survey methods:
Post service questionnaire:

People are more likely to be reached by paper survey than other method, the working on such large mailing list
and the cost of postage, however, doesn’t really worth the hassle. Paper questionnaire allow people to think more
about their response therefore giving more clarified information. Mail can be delayed or eventually lost during
adverse weather. Even if mailed questionnaire does arrive, often it would be discarded as junk mail. In short,
postal service questionnaire isn’t as effective as other methods.
Telephone Interviews
This method is considered less expensive than in-person interviews, but still more expensive
compared to postal service questionnaire. And though resulting in higher response rate than
Focus Groups
These types of surveys are conducted in-person as well, but involve a group of people rather than
just one individual. The group is generally small but demographically diverse, and led by a
moderator. The focus group may be brought together to sample new products, or to have a
discussion around a particular topic, often a hot-button one.
Online Surveys
Online surveys are one of the most effective survey methods as they can be used by anyone for just
about anything, and are easily customized for a particular audience. There are many types of online
surveys; they can be emailed directly to people, housed on a website, or even advertised through
Google Search.
The internet also makes it very easy to reach a very broad audience (but just as easy to reach only a
handful of people), and that’s been very beneficial for companies that also want international
responses.
Best Practices for Creating Effective Surveys:
1. Consider including a survey incentive.

2. Don’t ask leading questions.
In other words, to not to put own opinion into the question prompt. Doing so can influence the responses
in a way that doesn’t reflect respondents’ true experiences.
For example, instead of asking: “How helpful or unhelpful were our friendly customer service
representatives?” Ask: “How helpful or unhelpful were our customer service representatives?”
3. Keep your answer choices balanced.
Using answer choices that lean a certain way can result in respondents providing inauthentic feedback.
Let’s revisit our prompt: “How helpful or unhelpful were our customer service representatives?”
Here’s how a set of unbalanced answer choices (that lean towards being too positive) can look for that
question:
a. Very helpful
b. Helpful
c. Neither helpful nor unhelpful
And here’s how they’d look once balanced:
a. Very helpful
b. Helpful
c. Neither helpful nor unhelpful
d. Unhelpful
e. Very unhelpful
Research method:
Business use varied method to conduct customer surveys, online questionnaire, telephone interviews
Online Questionnaire
Online questionnaires are the least expensive way to reach the greatest number of people since every family has
at least one internet accessible device such as a computer, tablet, and smart phone. Response rate are higher
with online questionnaires compared to other method. Though, questionnaires sent in form of email seem to be
the perfect solution to gather necessary customer survey information, it too has its own set back. If the customer’s
inbox is crowded, clearly the questionnaire email would be overlooked easily, providing no response at all.
Telephone Interviews
This method is considered less expensive than in-person interviews, but still more expensive compared
to postal service questionnaire. And though resulting in higher response rate than
Panel Sampling
Recruiting survey-takers from a panel maintained by a research company is a surefire way to get
respondents, as people have specifically signed up to take them (with the expectation of an
incentive).The benefit of these types of surveys for research, of course, is there you can be assured
responses, and you can filter respondents by a variety of criteria to be sure you’re speaking with your
target audience; the downside is data quality.
Kiosk Surveys
Conducted on a computer screen at a physical kiosk, these types of surveys have been popping up in
stores, hotel lobbies, hospitals, office spaces – just about anywhere you want to collect data from
customers, clients, or passers-by. Kiosk surveys provide immediate feedback following a purchase or an
interaction, collecting responses while the experience is still fresh in the respondent’s mind and their
judgment is more trustworthy.
2. Develop a customer survey

Based on the areas identified in the task instructions (i.e. quality of service, ability to meet timelines, staff
performance and cost of services), develop a customer survey.
Your survey should include at least 10 questions.

You may also include rating criteria for customer to rate their responses.
Send the customer survey to your assessor via email. Your email should outline the purpose of the survey and
include your recommendations on how often the survey should be administered and by what method based on
the research you undertook. You should include a clear rationale for your recommendations.
Please give us your feedback on our customer service quality:
1. Are you satisfied with our cleaning services?

Totally Satisfied / Somewhat Satisfied / Dissatisfied / Totally Satisfied
2. Are you satisfied with our customer service?

3. Are you satisfied with our customer support service?

4. How are the cleaning costs?

5. How was the staff performance?

6. Are you satisfied with the service timing?

7. Are you satisfied with the service standards in terms of uniform and
equipment used?
8. Was it easy to do business with us?

Very Easy / Easy / Difficult / Very Difficult
9. Would you do business with us

again? YES / NO
10. Would you recommend us to

others? YES / NO
Customer Survey report
Instructions to fill the survey Answer all the questions in regular words and
personal information in block letters.
Name of the customer
Age
Date of survey 20 March 2021
What is your family income?
What do you do for a living?
What is your educational qualification?
What are the features that you look for from our
service?
What are the type of advantages that you hope the

service shall offer?
What are your requirements for which you are buying

this service?
Do you hope this service eases your life in more than

one ways?
Do you buy products from a store or online?
How frequently do you intend this service?
Have you set a budget for this purchase?
Comments/thoughts (if any)
Thank you for completing the survey of you have any questions please contact human resource department
Services Totally Somewhat Dissatisfied Totally

Satisfied Satisfied dissatisfied
How will you rate services of OzHouse cleaning?
The cleaning staff goes an extra mile while
performing the service
I will recommend OzHouse to my friends
I am very satisfied with the procedures adopted for
providing quotes
Price quotes are provided accurately and quickly
While providing quotes, the knowledge of staff is up to date
How do you rate response strategies of the staff members?
How do you rate your satisfaction level?
How likely would you try out a web-based cleaning service?
If you’re satisfied with the service, would you use it again?
# Statements 1 2 3 4 5
1 When I think of quality products and services, I think of OzHouse Clean
first.
2 Service of OzHouse Clean is consistent every time.
3 I am very satisfied with the overall performance of OzHouse Clean Staff
4 The staff is very courteous and respectful

5 Staff is always ready to address my special needs I have
6 The staff clearly understand what I need
7 The staff listens and responds to me when I have a problem
8 The staff have enough knowledge about the services Ozhouse Clean offers
9 The staff is very committed to help me

10 I get services timely
11 I get responses from the staff on time
3. Send an email to your assessor.

like) style.
Your email should outline the purpose of the survey and include your recommendations on how often the
survey should be administered and by what method based on the research you undertook. You should include
a clear rationale for your recommendations.
It should introduce and summarise the contents of the attachment and seek their feedback and approval to
move forward with the project.
Attach your Customer Survey to the email.
Subject: Customer survey
Dear Sir,
I wrote this email is to inform that I have attached the customer survey to you. The purpose of this customer
satisfaction surveys can become imperative tools for improving our business and ensuring our customers are
happy and loyal. As to improve our best service I will provided this to customer every month by our website
online and company email.
I look forward to hearing from you if you have any suggestion. Any questions please feel free to contact me.
Regards,
To: The team

From: Manager
Cc:
Bcc:
Subject: Permission regarding the administration of customer survey
The purpose of this email is to seek your permission to conduct a consumer satisfaction survey for measuring the
views and satisfaction level of the customers.
This survey will help us to improve our services according to the needs and demands of the customers and clients.
So, I request you to provide us the permission for that.
Thank you
With respect
Email
To: The Assessor
Sir,
Cheers to the team! We finally finished the survey output after brainstorming and collaboration of ideas. Thus, we
came up to a beautiful method of survey that would surely improve our services strategically, determine our
service performance, optimize the customer experience, develop new services and measure our customer’s loyalty
and in return have a good brand name and progressive profits.
Here attached a copy of the survey tool for you to review and for future reference. We highly recommend using
this tool every after-cleaning service purchase, after the cleaning service rendered and after customer service
encounter sending thru email straight away to be able to gather the most honest answers from the most recent
experience. We make sure the questions are engaging, add personalised touch and make it short and simple but
cover the essential questions. Result analysis will be done
The survey should be conducted every 15 days and survey should be conducted by Post service questionnaire
method.
Looking forward to hear your approval to move forward with the project. Don’t hesitate to contact if you have any
further questions. I am more than happy to answer your queries. Kindly check the report which is attached with
this mail as all the legal compliances and customer service policy to discuss in the meeting of team members.
Thank You
Manjeet Singh
Operations Manager
Attachment Customer Survey Report
To: Assessor
Attachment: Customer Survey Report
Subject: Customer Survey Report

Dear Assessor,
As per the conditions, I searched for several surveys online about the quality of service, cost of service, staff performance and
ability to meet timelines to get the idea of preparing my own survey for OzHouse Clean.
The survey has 5 point Likert scale and about 16 questions involving all the variables mentioned above. The purpose of this
survey is to find out the customer perception about OzHouse Clean, so that the management can identify the weak areas of
business and make improvements.
In my opinion the survey should be conducted once every month. I also recommend that this survey should be administered
through online channels such as email to reduce the cost and manual labor; the issue would be how ever low customer
response.
The survey is attached in the email.
Thank you
Regards,
Nitin Panjeta
============================================================================================
It is six months later, and a customer survey has been completed by sending out a one-off survey to 300 customers by
email.
49 customers responded to the survey and the findings are as follows:
Overall satisfaction with Ozhouse Clean services
26 totally satisfied, 18 somewhat satisfied, 4 dissatisfied and 1 totally dissatisfied
Industry benchmarks show that the average number of customers who indicate that they are totally satisfied is 42%.
Ease of doing business with Ozhouse Clean
Industry benchmarks show that the average number of customers who indicate that they are totally satisfied with
ease of business is 47%.
Customers who said they would use Ozhouse Clean Services again are:
Industry benchmarks show that the average number of customers who indicate that would use services again is
72%.
Customers who said they would recommend Ozhouse Clean to others
Industry benchmarks show that the average number of customers who indicate that they would recommend the
company to others is 63%.
Other comments made in response to question inviting customer suggestions:
 Cleaning staff great, but phone service a bit average
 Customer service staff could do with a bit more knowledge about products sold by the company, good on services
knowledge but not on products
 Optional extras such as ironing would be great as an add-on service.
4. Write a Customer Survey Report.

Review the scenario information and analyse the results.
Develop a short report (about 1 page) to discuss the results of your analysis.
Your briefing report should include, as a minimum:

 A shout introduction outlining where the data is from
 An analysis of the results against industry benchmarks for overall customer satisfaction, ease of
doing business and customer loyalty.
 Your overall analysis of how the company is performing in terms of customer service.
 Your recommendations based on the customer survey conducted and your analysis.
Use the Customer Survey Report Template to guide you work.
Purpose
The report is to analyses the results and develop a short briefing report for our team about the
results of the survey, as well as your recommendations for changes to customer services or
standards based on our analysis
Induction
A customer survey has been completed by sending out a one-off survey to 300 customers via email.
 Overall satisfaction with Ozhouse Clean services:
Industry benchmarks show that the average number of customers who indicate that they are totally
satisfied is 42%.
 Ease of doing business with Ozhouse Clean:
satisfied with ease of business is 47%.
 Customers who said they would use Ozhouse Clean Services again are:
Industry benchmarks show that the average number of customers who indicate that would use
services again is 72%.
 Customers who said they would recommend Ozhouse Clean to others:
Industry benchmarks show that the average number of customers who indicate that they would
recommend the company to others is 63%.
• Cleaning staff great, but phone service a bit average
• Customer service staff could do with a bit more knowledge about products sold
by the company, good on services knowledge but not on products
Optional extras such as ironing would be great as an add on service
Customer Survey analysis Report in Tables and Chart
Recommendation (based on customer survey)
• Make a connection with your customers: A personal connection with customers

creates an emotional bond, regardless of the channel the customer is using. For example,
many organizations have instructed their employees to greet customers within 15 seconds
and engage those who would like to have a dialog about their interests. But be careful not
to fall into that classical dialog trap: “Good day, sir! How may I help you?” … “Hi, no
thanks, I am just looking around.”. How can you make your customers truly welcome?
• Use online communities for your benefit: You can get really good insight through
online communities and forums. Your customers will Google you, so why don’t you also?
It is important to listen to customers’ conversations in social media to gain a better
understanding of customers’ behaviors, needs, and preferences.
• Find passion internally: You should search your organization internally for customer
champions rather than only relying on outside experts. The best data and the insights that
you need to carry out customer experience activities are right within your own
organization. You should appoint a customer experience leader and designate her/him to
form and lead a centralized customer experience team.
• Leverage analytics and reporting tools: Too many organizations have gathered a
lot of information in their CRM systems without using them properly. A quick way to gain a
strong lead in customer experience is to use analytics and reporting tools to look at this
information. For example, Best Buy used a reporting tool early on in the economic
downturn to understand why more customers were applying for financing for their
purchases, but there also was a drop in purchases costing more than 1,000 USD.
Here are some reflective questions you can use to think about how you could create better customer
experience:
• Do you connect with your customers in a genuine, meaningful way?
• Do you rules or processes that you should get rid of?
• Do you evaluate your customer experience periodically?
• Do you have some little extra things in your services or products that customer
appreciate?
• Are people in your organization passionate to promote your organization online?
• Are you reusing the good customer experiences that your customers share?
• Do you use your CRM and customer data efficiently?
Customer Survey analysis Report
Purpose
The report is to analyse the results and develop a short briefing report for our
team about the results of the survey, as well as your recommendations for
changes to customer services or standards based on our analysis
Induction
A customer survey has been completed by sending out a one-off survey to 300 customers
via email.
➢ Overall satisfaction with Ozhouse Clean services:

Industry benchmarks show that the average number of customers who indicate that they are
totally satisfied is 42%.
➢ Ease of doing business with Ozhouse Clean:

Industry benchmarks show that the average number of customers who indicate that they are
totally satisfied with ease of business is 47%.
➢ Customers who said they would use Ozhouse Clean Services again are:
Industry benchmarks show that the average number of customers who indicate that would use
services again is 72%.
➢ Customers who said they would recommend Ozhouse Clean to others:

Industry benchmarks show that the average number of customers who indicate that they
would recommend the company to others is 63%.

• Customer service staff could do with a bit more knowledge about products sold by the
company, good on services knowledge but not on products
Optional extras such as ironing would be great as an add on service
Customer Survey analysis Report in Tables and Chart
140
120
38
100
80
4 Customers who would
60 2 recommend to others
Customers who would use
8 Services again
40 6 Ease of doing
20
19 business Overall
20 satisfaction
26 8
18 021
31
0
4
Recommendation (based on customer survey)
• Make a connection with your customers: A personal connection with customers creates an
emotional bond, regardless of the channel the customer is using. For example, many organizations
have instructed their employees to greet customers within 15 seconds and engage those who would
like to have a dialog about their interests. But be careful not to fall into that classical dialog trap: “Good
day, sir! How may I help you?” … “Hi, no thanks, I am just looking around.”. How can you make your
customers truly welcome?
• Use online communities for your benefit: You can get really good insight through online communities and
forums. Your customers will Google you, so why don’t you also? It is important to listen to customers’
conversations in social media to gain a better understanding of customers’ behaviors, needs, and
preferences.
• Find passion internally: You should search your organization internally for customer champions rather
than only relying on outside experts. The best data and the insights that you need to carry out customer
experience activities are right within your own organization. You should appoint a customer experience
leader and designate her/him to form and lead a centralized customer experience team.
• Leverage analytics and reporting tools: Too many organizations have gathered a lot of information in their
CRM systems without using them properly. A quick way to gain a strong lead in customer experience is
to use analytics and reporting tools to look at this information. For example, Best Buy used a reporting
tool early on in the economic downturn to understand why more customers were applying for financing
for their purchases, but there also was a drop in purchases costing more than 1,000 USD.
Here are some reflective questions you can use to think about how you could create better customer
experience:
• Do you connect with your customers in a genuine, meaningful way?

• Do you rules or processes that you should get rid of?
• Do you evaluate your customer experience periodically?
• Do you have some little extra things in your services or products that customer appreciate?
• Are people in your organization passionate to promote your organization online?
• Are you reusing the good customer experiences that your customers share?
• Do you use your CRM and customer data efficiently?
Customer Survey Report Template
Introduction
Consumer Survey is a source to obtain information about consumer satisfaction levels with existing products
and their opinions and expectations regarding new products and services. Consumer survey should ideally
be a systematically developed procedure by the marketers to garner insights in real-time.
Analysis

Industry benchmarks show that the average number of customers who indicate that they are totally satisfied
is 42%.

BSBCUS501 Manage quality customer service Learner Assessment Tasks
satisfied with ease of business is 47%.
Industry benchmarks show that the average number of customers who indicate that would use services
again is 72%.

Industry benchmarks show that the average number of customers who indicate that they would
recommend the company to others is 63%.
Overall
Out of 300 consumer service reports being send, we got 49 replies from the customers.
Recommendations
Other comments and recommendations made in response to question inviting customer suggestions:
• Customer service staff could do with a bit more knowledge about products sold by the
company, good on services knowledge but not on products
Optional extras such as ironing would be great as an add-on service.
Ozhouse Clean
Customer survey report
Introduction: Customer survey regarding overall satisfaction shows that customers are moderately satisfied with
current services of the company.
Analysis
Out of 49 customers responded to the survey and the findings regarding overall satisfaction with Ozhouse Clean
services show that 26 totally satisfied, 18 somewhat satisfied, 4 dissatisfied and 1 totally dissatisfied. But Industry
benchmarks show that the average number of customers who indicate that they are totally satisfied is 42ff.
In relation to ease of doing business with Ozhouse Clean survey results shows that 20 totally satisfied, 19
somewhat satisfied, 8 dissatisfied and 2 totally dissatisfied. But Industry benchmarks show that the average
number of customers who indicate that they are totally satisfied with ease of business is 47ff.
In relation to customers who use Ozhouse Clean Services, survey results show that 42 totally satisfied, 6 somewhat
satisfied, 1 dissatisfied and 0 totally dissatisfied. But Industry benchmarks show that the average number of
customers who indicate that would use services again is 72ff.
Customers who recommend Ozhouse Clean to others data shows that 38 totally satisfied, 8 somewhat satisfied, 3
dissatisfied and 0 totally dissatisfied. But Industry benchmarks show that the average number of customers who
indicate that they would recommend the company to others is 63ff.
Overall Analysis
Comparative Analysis of the results against industry benchmarks
An analysis of the results against industry benchmarks for overall customer satisfaction, ease of doing business and
customer loyalty.
Out of 300 surveys mailed, there are 49 responses namely:
o Overall customer satisfaction is 42ff
o Ease of doing business is 47ff
BSBCUS501 Learner Assessment TasksV1.0 (23 September2019)
Richmond School of Business | CRICOS Code: 03717E | RTO Code: 45432 Page 2
o Customers opting for services again is 72ff

o Customers ready to recommend services to others are 63ff.
After a thorough assessment of the given facts from the survey, we conclude that the Ozhouse Cleaning Co.
Customer service performance is 42% which is below the industry benchmark given from the numbers of
respondents only. It clearly states that there is really a need to improve the strategies that is more efficient for the
betterment of the company. Constant trainings and refresher course for staff in handling customer service in
improving the quality of rendering cleaning services that suits well to the client’s needs and expectations.
Recommendations
As indicated by the customers in the surveys, that the phone service needs to be a little bit better, thus it is highly
recommended that the management arrange some sessions with the concerned staff and improve the
communication channel, teach them they ways they can make the phone experience better. The management
should make sure that the customer service staff has enough and up to date knowledge about the products,
services and offers of the company, if not, then they should have the list with them at all times. The management
should take the suggestions regarding the addition of optional extras into account and make sure that such services
are made available into the list of services offered by the company as soon as possible.
Customer survey report
A shout introduction outlining where the data is from
After identifying issues during the customer complaint analysis, the OzHouse Clean management
decided to run a survey to analyze the issues, the problem and the overall customer’s perception
about the company, its customer service as well as the service it provides. Thus a primary data was
collected through surveys. The target population was of course the customers of OzHouse Clean.
About 300 surveys were shared with customers via email, and only 49 were filled, making the
response rate 0.16% only.
An analysis of the results against industry benchmarks for overall customer satisfaction,
ease of doing business and customer loyalty
The results of responses were compared with that of industry averages and it was found that the
overall customer satisfaction of the customers with Ozhouse (53%) was better than the industry
average (42%) which suggests that the customers are happy with the overall work done by
OzHouse staff and management. In the same way, 95.9% of the respondents responded that they
would certainly avail the services of Ozhouse again which is way above the industry average (72%);
this indicates that the customer loyalty of OzHouse is quite high. As for if they would recommend
Ozhouse to others, about 77.5% of respondents said they would while the industry average is 63%.
So the OzHouse is doing better than the competitors in this regard. But the problem lies; however,
when it comes to ease of doing business with OzHouse, only 40.08% said they find it easy to deal
with OzHouse while the industry average is 47%.
Your overall analysis of how the company is performing in terms of customer service
Overall, customers seem to be happy about the customer services provided by the customer service
staff. There are few issues too, first being that the low number of people feel comfortable with doing
business with OzHouse, it may be because of the fact that customer service staff are not as
responsive as they should be (as indicated in survey comments) so the customers may feel
annoyed with this and keep this in mind next time they pick up their phones to call the service. In
addition to this, the customers said that the staff has low product knowledge. When the staff or
management don’t have enough knowledge about the products, the customer feels that the
employee is less committed to help the customer, so OzHouse needs to improve in this area.
Your recommendations based on the customer survey conducted and your analysis
•Cleaning staff great, but phone services a bit average

•Customer service staff could do with a bit more knowledge about products sold by the company,
good on services knowledge but not on products
•Optional extras such as ironing would be great as an add on service.
•Company is performing average in terms of customer service. There is need to train the staff to
encourage them to speak to customers to fill up the survey forms. Customers won’t remember for
long the services provided. Employees are taking at most care and following company’s policy and
procedure to provide better services to the customer in terms of answering queries online and
handling dissatisfied customers. Since cleaning services are backed with high industry competition
which has contributed to decrease in profitability. OZ house clean is trying to cope up with industry
demand and retain as good services providers by generating study revenue and value-added
growth in the state of Melbourne.
•Concentration on labour management and providing proper training to staff can increase number of
customers and company’s reputation in the market.
5. Send an email to your team (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite,
business-like) style.
Attach your Customer Survey Report to the email.
To : abc@example.com
Subject: Customers survey
analysis report Dear Sir,
I write this email is to tell you that I have attached customer surveys analysis
report to you. Please see the attached file below. If you have any questions, please
feel free to contact me.
Kind Regards,
Operation Manager,
Ozhouse Cleaning service
To: The team

From: Manager
Cc:
Bcc:
Subject: Overview of customer survey report
The purpose of this email is to provide you the overview of the replies and feedback we received form the
customers. We had send around 300 survey emails, but only 49 replied.
And the overview of those 49 customers are:

Industry benchmarks show that the average number of customers who indicate that they are totally satisfied is
42%.

Industry benchmarks show that the average number of customers who indicate that they are totally satisfied with
ease of business is 47%.
Industry benchmarks show that the average number of customers who indicate that would use services again is
72%.

Industry benchmarks show that the average number of customers who indicate that they would recommend the
company to others is 63%.
For more information and recommendations consider the customer survey report attached below.
Thank you
With respect
Email
Sir,
As per the organizational need I prepare the legislation report which contain all the legal provisions and rules
which are required to be comply by the organization. I also develop customer service and communication policy
and procedure based on the customers need and organizational requirements.
Out of 49 customers responded to the survey and the findings regarding overall satisfaction with Ozhouse Clean
services show that 26 totally satisfied, 18 somewhat satisfied, 4 dissatisfied and 1 totally dissatisfied. But Industry
benchmarks show that the average number of customers who indicate that they are totally satisfied is 42ff.
Two customers have complained that they had to wait for long to redeem the voucher, because they had
registered under group buying which was on high demand. One of the customers had a voucher and booked for
introductory cleaning but later learnt that the voucher does not cover the entire cleaning cost and had to pay $70
extra.
Thank You
Manjeet Singh
Operations Manager
Attachment Customer Survey Report
To: Assessor
Attachment: Customer Survey Report
Subject: Customer Survey Report
Dear Assessor,
The attached customer survey report includes:

• A thorough analysis of survey results.
• An overall analysis of customer service provided by OzHouse.
• My recommendations after analyzing all the necessary and relevant
documents.
The results of responses were compared with that of industry averages and it was found that the
overall customer satisfaction of the customers with Ozhouse (53%) was better than the industry
average (42%) which suggests that the customers are happy with the overall work done by
OzHouse staff and management. In the same way, 95.9% of the respondents responded that they
would certainly avail the services of Ozhouse again which is way above the industry average (72%);
this indicates that the customer loyalty of OzHouse is quite high. As for if they would recommend
Ozhouse to others, about 77.5% of respondents said they would while the industry average is 63%.
So the OzHouse is doing better than the competitors in this regard. But the problem lies; however,
when it comes to ease of doing business with OzHouse, only 40.08% said they find it easy to deal
with OzHouse while the industry average is 47%.
Please review it. Thank you for your consideration.
Regards,
Nitin Panjeta

Student’s name:
Completed
Develop a customer survey in order to obtain customer
feedback?
Identify areas where customer feedback is needed and
develop questions accordingly?
Identify and use best practice strategies for customer
surveys, including questionnaire design, method and
frequency?
Analyse data from consumer survey and identify
implications for services provided?
Report on the outcome of the customer survey and
give recommendations for future improvement?

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Assessor name
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Learner Assessment Tasks

BSBCUS501 Manage quality customer service

Assessment Task Overview

Each assessment task in this booklet consists of the following:

Assessment Task Cover Sheet

Depending on the task, this may include

Assessment Task Information

Assessment Task Instructions

Do you understand your rights to re-assessment?  Yes  No

Assessment outcome S NS DNS Resubmission Y N

Note: S – Satisfactory, NS – Not satisfactory, DNS – Did not submit

Student result response

Provide answers to all of the questions below:

• prescribed requirements for asserting a right to payment;

• agreements that are not unsolicited consumer agreements;

• requirements for warranties against defects and repair notices; and

• reporting requirements for goods or product-related services associated with death,

for: repair, replacement or refund

Products must be of acceptable quality, that is:

safe, lasting, with no

Products must also:

Consumer guarantees on products and services

Products must be of acceptable quality, that is:

• safe, lasting, with no faults

• do all the things someone would normally expect them to do.

• be delivered within a reasonable time when there is no agreed end date.

• bundled products and services

• online products and services bought from Australian businesses

Following consumer guarantees on products and services apply.

i. A product should be safe to use.

ii. It should be of acceptable quality and serves the purpose well.

i. Service matches the need and specification provided by the consumer.

ii. It is charged for at a reasonable price.

iii. It is provided with care and avoids any dangerous situation.

VI .It is delivered with a specified time or at a reasonable time.

 Products and services offered at a cost of $40,000 or above.

The types of products and services covered by the consumer

Products covered by the CGA

Reasonable care and skill

Charged a reasonable price when the price is not set :

o under $40 000

 Repair, replacement or refund

'No refund' and other signs

•repair, replacement, or refund

•compensation for damages & loss

• Increased customer loyalty.

Here are the Complaints handling procedure:

Standard steps to deal with a customer complaint:

 Listen carefully to the person who is angry

1) Smile with your greeting.

2) Stop what you are doing.

3) Show, don’t tell.

o Focus on the customer.

iii. Build Rapport:

iv. Ask Questions

iii. It helps to improve a brand image in the industry.

Examples of services standards

• asking customers at the point of purchase if they enjoyed their experience

Superior customer service can help business to grow by increasing:

Other benefits of high-quality service include:

11. Explain the concept of public relations as a method of marketing communication.

Door Hangers and Flyers

- Post to Google My Business.

o Offer Customers an Exclusive Preview