BSBCUS501 - Manage Quality Customer Service Diploma of Business Administration - Management Assignment Help

Assignment Task :

Task:

Part 1: Case Study Scenario 1
To complete this part of the assessment, you will be required to read the Case Study, Scenario below.
Once you have read the information, complete your written responses to questions in the spaces provided in this document. Please ensure you take note of the volume of response requirement where indicated.
Once completed you will need to submit this assessment to your assessor for marking.
Case Study Scenario 1:
Listen to the Audio file Customer Complaint, Alex is a new Customer Contact officer replacing Eliza Jipla, she has been in the role for only 2 weeks.
You are acting in Emily Burr’s role as Coordinator Customer Contact while she is on extended leave. You report to Leader Customer Experience, Di Cormack.
Following the interaction recorded in the audio file, Mr Portch lodged a complaint. He was not happy about missing the App launch and he was also unhappy with the level of service he received from Alex.
As is with most organisations, Plan2go regularly record customer telephone interactions in order to improve customer service.

Part 2: Short answer
Read the question carefully. Please ensure you take note of the volume of response requirement where indicated.
Task 1
Your first response was to make a phone call to Mr Portch whereby you outlined the proposed solution. Mr Portch was satisfied with this offer and accepted the all expenses paid trip to Brisbane. Your task: Following Plan2go Customer Complaint Policy, write an email to Mr and Mrs Portch. Use the Plan2go email template to formulate an apology, outline the proposed solution and confirmation of Mr Portch’s verbal acceptance of the offer. Ensure you follow the writing style as directed in the Plan2go style guide. Snip and past a copy of your email in the space provided.

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