According to Izogo & Ogba(2015), let us turn to the Australian Consumer Law itself.
Back on 2 October 2008, the Council of Australian Governments agreed to the creation of an Australian Consumer Law based on the recommendations of the Ministerial Council on Consumer Affairs, which would include:
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 (Hussain, Al Nasser, & Hussain, 2015).
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 (Dong et al., 2015).
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 (Vogus, & McClelland, 2016).
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.
Products and services bought before 2011
When things go wrong with products or services you bought before 1 January 2011, you may still have rights under the previous consumer protection law called the Trade Practices Act.
That electrical work, electric bills, electricity costs, power lines, and trees
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 (Pomirleanu, Mariadoss, & Chennamaneni, 2016).
A product or good has a major problem when:
A service has a major problem when:
“Some suppliers or manufacturers tell the consumer an extended warranty provides extra protection, which the consumer would not have unless they buy it.”
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 (Hazen, Boone, Ezell, & Jones-Farmer, 2014).
If goods fail to meet a guarantee; a consumer will have rights against the supplier and in some cases the manufacturer, who will have to provide a ‘remedy. The consumer guarantees apply to both major (serious) and minor problems (Kim, & Choi, 2016). When the problem is minor, the supplier can choose between providing a repair or offering the consumer a replacement or a refund.
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.
To ensure you provide the best customer service:
The following are some of the main elements of good customer service
PR is an essential and integrated component of public policy or service. The professional public relation activity will ensure the benefit to the citizens, for whom the policies or services are meant. This programme aims to imparting such professional PR skill (Swart, 2018).
Let’s considers the cost to gain brand recognition for your product or service. Capital is required to establish a presence with your target market. How much does it cost to get in front of your customers? Developing your brand recognition strategy requires time and effort. Can you place a cost on your marketing team’s time and effort? For some companies, this can be millions of dollars. Make sure that you back up the cost of brand recognition with excellent customer experiences (Ostrom, Fotheringham, & Bitner, 2019).
A more diverse workforce brings with it valuable new perspectives and skill sets.
Communication, particularly in the workplace, can be a bit of a competition. Some of this could come down to trying to assert ourselves in the eyes of our peers, by being outspoken and putting forward suggestions (Halvorsrud, Kvale, & Følstad, 2016).
Speak more slowly but not too slowly. Give them time to assimilate what is being said.
Speak clearly. Do not exaggerate. Over-emphasis distorts lip movement.
Speak loudly, if necessary. Do not shout. Shouting distorts sounds and is painful to the wearer of a hearing aid(Tseng & Wu, 2014). Outline four keys way of providing excellent customer service.
Speak more slowly but not too slowly. Give them time to assimilate what is being said.
Speak clearly. Do not exaggerate. Over-emphasis distorts lip movement.
Speak loudly, if necessary. Do not shout. Shouting distorts sounds and is painful to the wearer of a hearing aid(Tseng & Wu, 2014).
Mistakes are bound to happen. What separates the good companies from the great is how they respond to them. Hearing from upset customers can be one of the most challenging parts of running your own business (King, Dhameeth, & Kim, 2017). It is easy to take their frustrations personally, even if you know there is nothing you could have done differently.
Developing an Effective Customer Service Strategy for Agencies Have a plan to serve your customers how does your agency manage customer service? Do you have a plan, and follow it? If you want to get a better understanding agency’s customer service efforts, here is a 10-step plan to develop and implement an effective customer service strategy.
Step 1: A comparable example is a frequent flier program—airlines offer a higher level of service (such as early boarding privileges) to their frequent flyers, while still meeting the needs of their other passengers. This is a necessary part of a customer focus.
Step 2: Determine what your customers want to Determine what target customers want (not just what they need right now) by considering these techniques: online customer satisfaction surveys phone or email survey in-person meetings or focus groups user testing channel analytics (web, phone, etc.) Determine how target customers prioritize their “wants.”
Step 3: Agency leadership must communicate the importance of customer service and ensure that all employees, even those without direct customer-facing jobs, understand how their work serves customers.
Step 4: communicate service standards and expectations Set service standards, such as call wait times, claims processing times, and satisfaction ratings.
Step 5: Provide consistent service across channels Agencies should continuously collect comprehensive customer feedback across the whole customer experience—not just via each channel.
Step 6: Establish a vision for customer service excellence Establish your agency’s customer-focused vision using all the information in these steps.
Step 7: Implement an external strategy the external strategy should focus on how your agency’s service is designed, marketed, and delivered to target customers.
Step 8: Focus on recruiting and retaining good employees While Step 7 outlined an external strategy, the next three steps cover, in detail, the internal strategy—how your agency’s internal processes will support the customer-focused vision.
Step 9: Empower employees to resolve customer service problems Empower frontline employees to do what it takes to satisfy the customer.
Step 10: Develop good communications and rewards system Ensure that directorates and individuals within your agency communicate. Frontline employees who take customer questions, and other employees who have answers to those question, need a support network (Giovanis, Zondiros, & Tomaras, 2014).
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 document.
It should include a brief statement of the purpose of the meeting and the date and time and duration for the meeting
The management team
Sir,
The main purpose of the meeting will be to develop the customer service strategies as it is creating a major pitfall for the business. Hence, this is mainly because of the poor documentations. The purpose will of the meeting will also to focus on the significance of the customer services by delivering the proper strategic actions.
Hence, in order to discuss all the above factors, the meeting will be held in the conference room on 27.12.18 at 1pm. The duration of the meeting will be of 30mins. Therefore, the meeting will end at 1:30 pm.
For the further discussion of the documents, it is kindly requested to each members to be present at the mentioned time and date
All of you are requested to join the meeting as it is highly required for the effective performance.
At the meeting you, you will discuss and confirm the customer service strategy with the General Manager (your assessor).
The purpose of the meeting is to focus on the significance of the customer’s services in a better manner. The active role planning structure will help to maintain the rules and regulations amended by the government regulations. The strategic planning and actions the skill-based preferences structure the later work purposes in a particular way. The associated goal planning and the effective market criteria generate the different inclusion to achieve mission, vision and the objectives of the company focusing to the management plan to maintain the quality, time, and the cost specifications that are required for the growth and development of the organization. It will focus to the communication plan in an organized that will help to understand the basic needs of the customers.
Customer Emails and Responses sent by the customer service staff
The quality of customer service is of paramount importance in the services and FMCG sector, which is characterized by repeat purchases. The success of sales in strongly competitive markets is largely dependent on the professionalism, kindness, and flexible, individual approach of the seller. The key feature of service quality management is accurately defined standards governing the sales process and post-sales support.
Policy
OZ is committed to communicating with persons with disabilities in ways that take into consideration their disability. To ensure this:
OZ will ensure that the access, use, and benefit of goods or services are not compromised for persons with disabilities who require assistive devices, or who are accompanied by a service animal, guide dog or support person.
Support Persons
Oz house Clean List of services
Meet with your customer service team (your assessor) to:
During the meeting, demonstrate effective communication skills including:
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 would write in the following activity.
The purpose of the policy will be to develop professionalism in the staffs of the OZ house to bring the effectiveness in the organization. The staffs associated with it were general manager, manager for the operation, the officer for the communication, the marketing officer, promotions officer, administrator manager, and the receptionist.
The scope of the policy will be to make the make the staff aware of the need for professionalism in the mind of the staffs
Types of customer strategy undertaking
The types of developing customer strategy that is going to take place
Transparency in communication, developing communication and developing integrity
Process for developing customer strategy needs
The process for developing professionalism is
Prior learning
Discussion with the individuals
Developing a skill assessment
Self-evaluation
Criteria for determining the opportunity for professional development
Budget allocated
The budget that was allocated for each staff was around $1000
Process for documenting and evaluating the outcomes from developing a customer strategy
References
Chang, K. C. (2016). Effect of servicescape on customer behavioral intentions: Moderating roles of service climate and employee engagement. International Journal of Hospitality Management, 53, 116-128.
Chow, C. W., Lai, J. Y., & Loi, R. (2015). The motivation of travel agents’ customer service behavior and organizational citizenship behavior: The role of leader-member exchange and internal marketing orientation. Tourism Management, 48, 362-369.
Chua, B. L., Lee, S., Goh, B., & Han, H. (2015). Impacts of cruise service quality and price on vacationers’ cruise experience: Moderating role of price sensitivity. International Journal of Hospitality Management, 44, 131-145.
Daugherty, P. J., Bolumole, Y., & Grawe, S. J. (2018). The new age of customer impatience: An agenda for reawakening logistics customer service research. International Journal of Physical Distribution & Logistics Management.
Dong, Y., Liao, H., Chuang, A., Zhou, J., & Campbell, E. M. (2015). Fostering employee service creativity: Joint effects of customer empowering behaviors and supervisory empowering leadership. Journal of Applied Psychology, 100(5), 1364.
Giovanis, A. N., Zondiros, D., & Tomaras, P. (2014). The antecedents of customer loyalty for broadband services: The role of service quality, emotional satisfaction, and corporate image. Procedia-Social and Behavioral Sciences, 148, 236-244.
Halvorsrud, R., Kvale, K., & Følstad, A. (2016). Improving service quality through customer journey analysis. Journal of service theory and practice, 26(6), 840-867.
Hazen, B. T., Boone, C. A., Ezell, J. D., & Jones-Farmer, L. A. (2014). Data quality for data science, predictive analytics, and big data in supply chain management: An introduction to the problem and suggestions for research and applications. International Journal of Production Economics, 154, 72-80.
Hussain, R., Al Nasser, A., & Hussain, Y. K. (2015). Service quality and customer satisfaction of a UAE-based airline: An empirical investigation. Journal of Air Transport Management, 42, 167-175.
Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in the automobile repair services sector. International Journal of Quality & Reliability Management, 32(3), 250-269.
Kim, H. S., & Choi, B. (2016). The effects of three customer-to-customer interaction quality types on customer experience quality and citizenship behavior in mass service settings. Journal of Services Marketing, 30(4), 384-397.
King, D. M., Dhameeth, G. S., & Kim, J. S. (2017). Modeling Moderating Effects of Customer Lifetime Value (CLV) and Referral Value (CRV) on Customer Service of Frontline Employees for Customer and Organizational Satisfaction: A Comparative Analysis.
Liat, C. B., Mansori, S., & Huei, C. T. (2014). The associations between service quality, corporate image, customer satisfaction, and loyalty: Evidence from the Malaysian hotel industry. Journal of hospitality marketing & management, 23(3), 314-326.
Manhas, P. S., & Tukamushaba, E. K. (2015). Understanding service experience and its impact on the brand image in the hospitality sector. International Journal of Hospitality Management, 45, 77-87.
Nunkoo, R., Teeroovengadum, V., Thomas, P., & Leonard, L. (2017). Integrating service quality as a second-order factor in customer satisfaction and loyalty model. International Journal of Contemporary Hospitality Management, 29(12), 2978-3005.
Ostrom, A. L., Fotheringham, D., & Bitner, M. J. (2019). Customer Acceptance of AI in Service Encounters: Understanding Antecedents and Consequences. In Handbook of Service Science, Volume II (pp. 77-103). Springer, Cham.
Pomirleanu, N., Mariadoss, B. J., & Chennamaneni, P. R. (2016). Managing service quality in high customer contact B2B services across domestic and international markets. Industrial Marketing Management, 55, 131-143.
Sharma, G., & Lijuan, W. (2015). The effects of online service quality of e-commerce Websites on user satisfaction. The Electronic Library, 33(3), 468-485.
Shi, Y., Prentice, C., & He, W. (2014). Linking service quality, customer satisfaction and loyalty in casinos, does membership matter?. International Journal of Hospitality Management, 40, 81-91.
Swart, M. P. (2018). Providing Service Quality and Customer Care in Tourism Businesses. In The Emerald Handbook of Entrepreneurship in Tourism, Travel, and Hospitality: Skills for Successful Ventures (pp. 191-206). Emerald Publishing Limited.
Thai, V. V. (2016). The impact of port service quality on customer satisfaction: The case of Singapore. Maritime Economics & Logistics, 18(4), 458-475.
Tseng, S. M., & Wu, P. H. (2014). The impact of customer knowledge and customer relationship management on service quality. International journal of quality and service sciences, 6(1), 77-96.
Vogus, T. J., & McClelland, L. E. (2016). When the customer is the patient: Lessons from healthcare research on patient satisfaction and service quality ratings. Human Resource Management Review, 26(1), 37-49.
Yuen, K. F., & Thai, V. V. (2015). Service quality and customer satisfaction in liner shipping. International Journal of Quality and Service Sciences, 7(2/3), 170-183.
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