SITXCCS007 ASSESSMENT TASK 3

Handle Customer Complaint:

[Answering the phone in accordance with company policy] You: "Good morning/afternoon, thank
you for calling Aus. Biz Coaching. This is Balpreet Singh, the Customer Service and Events
Manager. How may I assist you today?"

Customer: "Hi, this is Jason. I attended one of your workshops last week, and I have to say, it
was dull and uninteresting. I expected much more from Aus. Biz Coaching."

[Responding to the customer in accordance with the company's complaint handling policy and
procedure] You: "I apologize for your experience, Jason. We take all customer feedback
seriously, and I appreciate you bringing this to our attention. I would like to better understand
the nature and possible cause of the complaint to address it properly. Could you please provide
me with some specific details about what made the workshop dull and uninteresting for you?"

[Using questioning techniques to establish and agree on the nature, possible cause, and details
of the complaint] Customer: "Sure. The content of the workshop was quite basic, and I was
expecting more in-depth insights and practical tips. The speaker's delivery was also
monotonous, and it didn't engage me as much as I had hoped."

You: "Thank you for sharing your concerns, Jason. I understand how important it is to have
engaging and valuable sessions. I apologize for any inconvenience caused. Let me assure you
that I will investigate this matter further and take appropriate actions to improve the quality of
our workshops."

[Assessing the complaint's impact on the customer] You: "I truly appreciate your feedback,
Jason, and I want to make sure we address your concerns properly. Can you please tell me
how this experience has affected you and your perception of our coaching services?"

Customer: "Well, honestly, it has made me hesitant about attending any future workshops or
using your coaching services. I expected more value for the price I paid, and I'm not sure if I
want to invest in another workshop if it's going to be the same."

You: "I understand your frustration, Jason, and I apologize for any negative impact this has had
on your trust in our services. Rest assured, we are committed to ensuring our customers receive
exceptional value, and we will work to regain your confidence."

Log the Details of the Complaint in the Complaint Register:

[Calming advising the customer that the complaint will be recorded and actioned as per the
company's policy] You: "Jason, I want to assure you that your complaint will be recorded and
escalated to the appropriate department for investigation. Our complaint handling policy ensures
that every concern is addressed thoroughly, and we strive to make improvements based on
valuable feedback like yours."

[Completing the Complaint Register]

 Complaints Register

Systemic
Date of Complainant Person Description of improvement
complaint name responsible complaint Cause Resolution Comments required

5/08/2023 Jason Balpreet Workshop content Insufficient Customer Investigating

Singh was basic and depth in Investigate and expressed and addressing
uninteresting, content, improve hesitation the root cause
speaker's delivery ineffective workshop about using to enhance
was monotonous speaker content and future workshop
delivery speaker training services quality

COMPLAINT ACKNOWLEDGEMENT LETTER

Balpreet Singh Customer Service and Events Manager

Aus. Biz Coaching

123, Melbourne

Date: 5/08/2023

Re Receipt of complaint
Dear

I am writing to advise of the receipt of your complaint

We are currently processing your complaint and will advise you of the outcome in writing within 10 days of
the date of this letter.

I apologize for any disappointment or inconvenience you experienced during the workshop. Your satisfaction
is of utmost importance to us, and we are committed to resolving this matter as quickly and efficiently as
possible.

Rest assured that we have recorded your complaint in our complaints register, as per our company's policy,
and it will be addressed promptly. Our team is already investigating the matter to better understand the
specific issues you faced.

We aim to resolve all complaints within 10 business days of receipt. As such, we will provide you with a
comprehensive response in writing within that timeframe. This response will include the outcome of our
investigation, the actions taken to address your concerns, and any relevant timelines for further action.

If you have any additional information you would like to share or any further concerns, please do not hesitate
to reach out to us. We are here to listen and assist you throughout this process.

Once again, I apologize for any inconvenience caused, and we genuinely appreciate your patience and
cooperation as we work to find a satisfactory resolution. We are committed to keeping you informed of the
progress of your complaint regularly.

Thank you for bringing this matter to our attention, and we look forward to addressing your concerns and
improving our services based on your valuable feedback.

Yours sincerely

Customer Service Officer

COMPLAINT OUTCOME LETTER

XYZ

10/08/2023

Re. Outcome of complaint

Dear customer,

I am writing to advise of the outcome of your complaint about regarding your experience at one of our
workshops.

At Aus Biz Coaching, we deeply value each of our customers, and it is our priority to address any concerns
and feedback promptly to ensure your satisfaction with our services.

After a thorough investigation into your complaint, we have identified that a refund for the workshop is not
possible at this time. However, we are pleased to offer you two alternatives as a gesture of goodwill to make
up for your disappointing experience.

Option 1: Free Workshop Voucher You are entitled to attend one of our upcoming workshops of your choice,
completely free of charge. We believe this will give you another opportunity to gain valuable insights and
enhance your business skills.

Option 2: One-on-One Session with a Consultant Additionally, we would like to offer you a complimentary
one-on-one session with one of our experienced business consultants. This session will be customized to
address your specific business needs and goals, providing you with personalized guidance and support.

Please let us know which option you would prefer, and we will make the necessary arrangements
accordingly. We kindly request you to contact us at your earliest convenience to discuss the next steps.

Once again, I apologize for any inconvenience caused, and I want to assure you that we are committed to
continuously improving our services based on your feedback. Your satisfaction is of utmost importance to us,
and we want to ensure that your future experiences with Aus Biz Coaching are nothing short of exceptional.

Please feel free to reach out to us if you have any questions or require further assistance. We are here to
serve you and provide you with the best possible solutions for your business needs.
 Thank you for giving us the opportunity to address your concerns, and we look forward to assisting you
further.

Yours sincerely

Customer Service Officer

UPDATED Complaints Register

Systemic
Date of Complainant Person Description of improvement
complaint name responsible complaint Cause Resolution Comments required

5/08/2023 Jason Balpreet Workshop content Insufficient Customer Investigating

Singh was basic and depth in Investigate and expressed and addressing
uninteresting, content, improve hesitation the root cause
speaker's delivery ineffective workshop about using to enhance
was monotonous speaker content and future workshop
delivery speaker training services quality

10/08/202 Jason Balpreet Workshop Under Escalated to Complaint

3 Singh experience Dull and investigatio relevant acknowled
uninteresting n department ged Yes
Email to Managing Director

Subject: Customer Complaint and Resolution - Workshop Experience

Dear Managing Director,

I hope this email finds you well. I am writing to bring to your attention a recent customer
complaint regarding one of our workshops and the subsequent resolution we have proposed.

Customer: Jason Complaint Date: August 3, 2023

Nature of Complaint: The customer attended one of our workshops and expressed
dissatisfaction, stating that the experience was dull and uninteresting. They felt that the content
and delivery did not meet their expectations.

Possible Cause: Upon initial investigation, it appears that the workshop's content and delivery
may not have aligned well with the customer's specific business needs and preferences.

Details of the Complaint: The workshop in question was meant to provide valuable insights and
strategies for enhancing business growth and success. However, the customer felt that the
information presented lacked practicality and did not resonate with their unique circumstances.

Impact on Customer: The unsatisfactory workshop experience has left the customer
disappointed, and they expressed concerns about the value they received for their investment.

Avoidance and Future Improvements: To prevent such instances in the future, we plan to refine
our workshop content by ensuring it caters to a broader range of business types and offers
actionable strategies that can be implemented immediately. Additionally, we will gather
feedback from participants beforehand to better understand their specific goals and
expectations.

Demonstrating High-Quality Customer Service: In our complaint acknowledgement and

outcome letters (attached), we have sincerely apologized for the customer's unsatisfactory
experience and emphasized our commitment to addressing their concerns. We have offered
them a complimentary one-on-one business coaching session with our most experienced coach
to tailor a program that aligns with their business goals.

Attachments:

Complaint Acknowledgement Letter: A formal response to the customer, acknowledging their

complaint and assuring them that we are working diligently to find a resolution.

Customer Complaint Outcome Letter: An update to the customer, outlining the proposed
solutions to address their concerns and offering the complimentary coaching session.

Updated Complaints Register: The register now includes this complaint entry, and we will be
reviewing it at the upcoming management meeting for continuous improvement.
We believe that resolving this complaint professionally and proactively presents us with an
opportunity to demonstrate our commitment to providing high-quality customer service and
ensuring our clients' satisfaction.

Please let me know if you require any further information or if you have any additional
recommendations regarding this matter.

Thank you for your attention to this issue.

Best regards,

Balpreet Singh

Customer Service and Events Manager Aus. Biz Coaching

[Attachments included with this email]