BSBCUS501 Manage Quality Customer Service

Task:

Complete the following activities:

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.

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. It should introduce and summarise the contents of the attachment. Attach your briefing report to the email.

Complete the following activities:

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

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. 

3.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. 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