BSBCUS201: Deliver a Service to Customers - Certificate III in Business - Customer Service Experience - Business Assignment Help

Assignment Task:

PART A: 
Read Section 1 in your Study Guide and answer the following questions (approximately 30- 50 words each)

1. What has been the best customer service experience?  What made it good? Service from a high-end designer ware store. The fact that the staff were well aware of their products, they listened to my needs and wants, and the way they treated me.

2. What has been your worst customer service experience?  What made it bad? In a restaurant where the establishment failed to meet my expectations with their food and the complaint resolution process was not implemented (it was just disregarded)

3. Explain the four main principles/ elements of good customer service in your own words?
- Building good customer relationships: 
Show customers that you understand what their needs are 
Be willing to help customers 
Greet customers in a friendly manner 
- Staff must have good communication skills and be well trained in the sales process. Leadership traits are also important for the staff to have 
- Complaints must be dealt with in an appropriate manner. Take feedback seriously and appreciate it. Listen to what the customer has to say about the service/product 
- Know your products: where things are located, its featured, price, place of manufacture etc. Perhaps you could make a suggestion based on the customer’s needs 

4. What is the primary purpose of the Competition and Consumer Act 2010?
It aims to give businesses a fair and competitive operating environment. It sets out terms for fair and competitive trading including returns, refunds and warranties and defines consumer and business rights and responsibilities.

5. Research your refund rights as a consumer on the Office of Fair Trading. Explain what the consumers are guaranteed under the law for the services they buy. Consumers have a right to goods and services that are 
- of reasonable quality and free from defects 
- the same as what was described 
- fit for purpose for which it intended 
If the goods that the consumer purchased is defective, they have a legal right to receive a full refund or replacement for the faulty product. 

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