UNIT CODE & NAME: SITXGLC002 Identify and manage legal risks and comply with law

STUDENT NAME:
STUDENT NUMBER:

Blue Healer Spa

Customer Service Policy and Procedures
Submission may include the following:

Policy
All members of staff provide services to customers either directly or indirectly and must meet the needs
of customers in a professional…….?
Blue Healer Spa is committed to:

 professionalism: being objective and …..?

 ??

 ??

Compliance with legislation

Which Law/ACT?
Such as:
1. Australian Consumer Law?
https://consumer.gov.au/consumers-and-acl/other-consumer-protections/victoria
2. Fair Trading ACT 1999? Link?
3. Privacy and Data Protection Act 2014 (Vic) (PDP Act).? Link?

Blue Healer Spa is committed to the protection of customer ….?

Roles and responsibilities

Staff will:

 demonstrate to the customer at all times respect, courtesy, ….?

 ?

 ?

 ?

 ?


UNIT CODE & NAME: SITXGLC002 Identify and manage legal risks and comply with law
STUDENT NAME:
STUDENT NUMBER:

Procedures

Managing Telephone Enquiries

The following procedures should be followed for telephone enquiries.

 Greet the client with “Good morning or good afternoon,” and then introduce yourself….?

 ?

 ?

 ?

 ?

Managing Written Enquiries

All written communication will be clear and concise and adopt a formal tone.

 Mail out to customer within two working days ….?

 ?

 ?

 ?

Emails
Email must be:

 Relevant recipients identified….?

 Email includes greeting and name …?

 ?

 ?

Dealing with difficult customers

 Staff needs to actively listen to what the customer is saying without interruption….?

 ???

 ??

 ?

Complaints and Feedback

UNIT CODE & NAME: SITXGLC002 Identify and manage legal risks and comply with law
STUDENT NAME:
STUDENT NUMBER:

 Blue Healer welcomes feedback from all of its customers ….?

 ???

Supporting documents and templates

 Complaints form?

 Complaints handling policy?

 ?