BSBCUS501 : Manage Quality Customer Service - Australian Competition and Consumer Commission - Business Assignment Help

Task summary

You must answer all questions below correctly. 

Resources and equipment required to complete this task:

• Access to Learner Guide, PowerPoint presentation and recommended textbook

• Access to a computer with Internet 

• Access to a word processor

When and where will this task be completed?

• This task may be done in your own time as homework or you may be given time to do this task in class (where applicable). 

• Your assessor will provide you with the due date for this assessment.

Question :

• Identify five Australian legislative acts relevant for customer service for an organisation that provides business-to-business (B2B) services to customers.
• Explain what the purpose of the Australian Competition & Consumer Commission (ACCC) is.
• Identify two International standards used for best practice models of customer service.
• List five techniques that should be implemented when dealing with customers.
• Explain what customer needs research is and detail a process that an organisation could implement to undertake this research.
• Explain what customer relationship management is and why it’s important
• Explain how organisations manage customer relationships including recording interactions between the customers and customer service representatives.
• Identify the system that an organisation should use to manage the ongoing quality of their products and/or services.
• Explain the steps in a problem-solving process used to manage a customer’s complaint about a product or service.
• List four techniques that can be implemented by customer service representatives to provide quality customer service.
• Describe a continuous process for monitoring, managing and improving customer service relationships
• List three strategies that organisations can employ to obtain customer feedback.
   

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