<h3><br />Assessment Task 1</h3>
<ol>
<li><em><strong>Purpose of the Australian Consumer Law and how it protects consumers’ rights.</strong></em></li>
</ol>
<p>The main purpose of the Australian Consumer Law is to make sure that businesses are doing fair sale practices, this will help to build the trust of the customers on the businesses. This law helps to protect the customer from unfair trade practices. The consumer protection act helps in protection of the interest of the customer. It also helps in securing the rights of the customers. This act helps to give the right when to buy the goods and services<br /><br /></p>
<ol start="2">
<li><em><strong>The consumer guarantees that apply for both products and services under the Australian Consumer Law.</strong></em></li>
</ol>
<p>Businesses must give guarantee of the products and services which they are selling, hire or leasing for:</p>
<p>Under $40 000</p>
<p>There are around $40,000 which were used for personal as well as household</p>
<p>Independent of the cost, business vehicles and trailers are covered, if utilized properly to move the products.</p>
<p>Business vehicles and trailers are likewise covered, independent of cost, if they are utilized essentially to move products.</p>
<p>If a business does not deliver these guarantees, consumers have the following rights:<br /> Replacing, repairing or refunding of the product</p>
<ul class="unordered-listing">
<li>Cancellation of the services</li>
<li>Getting compensation for the damages &amp; loss caused due to the product or services</li>
</ul>
<p>Since 1 January 2011, following are the guarantees of consumer on products and services which can be applied</p>
<p>The quality of the product must be good and acceptable, which are:</p>
<ul class="unordered-listing">
<li>It must be safe and should not have any fault</li>
<li>Must be acceptable</li>
<li>It should be up to the expectations of everyone</li>
</ul>
<p>Products must also:</p>
<p>It should be as per the descriptions which is mentioned by the salespersons on the packaging on the product</p>
<p>Services must:</p>
<ul class="unordered-listing">
<li>It should be provided with proper skills and technical knowledge and must take all the necessary steps so that there is no damage or the loss</li>
<li>Must give the results which is promised by the business</li>
<li>Delivery must be made on time.</li>
</ul>
<p>There should be guarantees provided on the products and services which can also apply:</p>
<ul class="unordered-listing">
<li>Purchasing of online products should be from Australian businesses</li>
<li>Products which are second hand, must consider all the conditions.</li>
</ul>
<p> </p>
<ol start="3">
<li><em><strong>Types of products and services covered by the consumer guarantee.</strong></em></li>
</ol>
<p>Businesses must give guarantee of the products and services which they are selling, hire or leasing for:</p>
<p>Under $40 000</p>
<p>There are around $40,000 which were used for personal as well as household</p>
<p>Independent of the cost, business vehicles and trailers are covered, if utilized properly to move the products.</p>
<p>Business vehicles and trailers are likewise covered, independent of cost, if they are utilized essentially to move products.</p>
<p>If a business does not deliver these guarantees, consumers have the following rights:<br /> Replacing, repairing or refunding of the product</p>
<ul class="unordered-listing">
<li>Cancellation of the services</li>
<li>Getting compensation for the damages &amp; loss caused due to the product or services</li>
</ul>
<p>Since 1 January 2011, following are the guarantees of consumer on products and services which can be applied</p>
<p>The quality of the product must be good and acceptable, which are:</p>
<ul class="unordered-listing">
<li>It must be safe and should not have any fault</li>
<li>Must be acceptable</li>
<li>It should be up to the expectations of everyone</li>
</ul>
<p>Products must also:</p>
<p>It should be as per the descriptions which is mentioned by the salespersons on the packaging on the product</p>
<p>Services must:</p>
<ul class="unordered-listing">
<li class="unordered-listing">It should be provided with proper skills and technical knowledge and must take all the necessary steps so that there is no damage or the loss</li>
<li>Must give the results which is promised by the business</li>
<li>Delivery must be made on time.</li>
</ul>
<p>There should be guarantees provided on the products and services which can also apply:</p>
<ul class="unordered-listing">
<li>Purchasing of online products should be from Australian businesses</li>
<li>Products which are second hand, must consider all the conditions.</li>
</ul>
<br />
<ol start="4">
<li><em><strong>it is unlawful for a retailer to display a sign to say that no refunds are provided.</strong></em></li>
</ol>
<p>No business can have a ‘No Refund Policy’. There is no law that will not provide refund under any circumstances if there is any loss or damage. This also covers the sales items, gift items as well as the second hand goods even. On contrary, a customer can also ask a business for refund or replacement of the products.<br /><br /></p>
<ol start="5">
<li><em><strong>consumers are legally entitled to a refund or replacement if they change their mind when buying a productor service.</strong></em></li>
</ol>
<p>If consumer have changed their mindset about a particular product then no store will allow them to return the item. However there are some stores who have their own policies which offer refund, exchange and also for the ‘change of mind,’<br /><br /></p>
<ol start="6">
<li><em><strong>The statement below in relation to guidelines about consumer guarantees.</strong></em></li>
</ol>
<p>“Some of the suppliers informs the customer about the agreements which provides extra protection, which the customer will not get if they don’t buy it.”</p>
<p>Some of the suppliers giver extra warranties, which provides coverage for the longer period of time as compared to the manufacturer’s warranty.</p>
<p>When the extra warranty is being provided then the supplier must make it clear to the customer that what they are offering and also about the rights which they have under the ACL consumer guarantees. Example:</p>
<p>Katie buys a new refrigerator which cost $8000. The warranty of manufacturer is of one year. The salesperson informs Katie that it will be beneficial to buy the extended warranty so that if there is any damage to the refrigerator after a year then he will cover all the loss.</p>
<p>In this circumstance, the salesperson could also be accused if he misleads Katie about the rights which she have.</p>
<p>Here Katie is having the benefit under ACL.</p>
<p> </p>
<ol start="7">
<li><em><strong>two benefits of an effective complaint handling system for businesses</strong></em></li>
</ol>
<ul class="unordered-listing">
<li>Reviews of the clients are essential for all the companies, not only to get the insights but also to know about the drawback or failure of the product or the services.</li>
<li>Understanding the value of every customer and not taking them as an interruption in the work will lead to the success and also help the business to have long term profits.</li>
<li>Effective management of complaints and making sure that the client is satisfied with the services will help in reducing the operational cost and will also help to reduce the expenses in the long run.</li>
</ul>
<p>Following are the four steps which can help in handling customer complaints.</p>
<ul class="unordered-listing">
<li>Customer’s complaint must be listened carefully</li>
<li>Always apologize for any damage or the loss</li>
<li>Always look for a solution and offer them to the customer</li>
</ul>
<br />
<ol start="8">
<li><em><strong>standard procedure that the sales people could follow.</strong></em></li>
</ol>
<ul class="unordered-listing">
<li><strong>Always dress up professionally</strong>.</li>
</ul>
<p>Outfits must be chosen that are suitable for the work environment. Because salespeople will be the first face that the customer sees, so keep in mind to dress nicely and also act professionally.</p>
<ul class="unordered-listing">
<li><strong>Greet with a smile</strong></li>
</ul>
<p>All customer will love if salespeopleare polite and greet them with a smile. If the employee’s does not greet with smile at the doorstep, then the customer will feel discomfort able.</p>
<ul class="unordered-listing">
<li><strong>Show, don’t tell.</strong></li>
</ul>
<p>Instead of sending those to passages, somewhere near the middle, on the 5th-7th shelf down, walk with them to the aisle. Time need to be taken to show them exactly where the product is. It will only take a few seconds and his customer will appreciate his time and effort.</p>
<ul class="unordered-listing">
<li><strong>Ask for questions</strong></li>
</ul>
<p>Always take care of the customer and ask them if there is any complain this will make customer more comfortable and he/she will feel like they are getting proper attention. Further, ask for the complaints if there is any because of the product.</p>
<ul class="unordered-listing">
<li><strong>Hold on what salespeopleare doing </strong></li>
</ul>
<p>When the customer enters the store hold on to the work that salespeopleare doing and greet the customer with a smile and polite words.</p>
<p> </p>
<ol start="9">
<li><em><strong>The concept of service standards and their importance. Identify two examples of services standards.</strong></em></li>
</ol>
<p>A service standard helps to know what a customer is expecting from the service which they are getting. Example: Accuracy and suitability.</p>
<p>Service standards are essential for the customers, potential customer, employees as well as for the management of the business. It helps to know what a customer is expecting and also helps the management and employees to remind them of the challenges and obligations which they are facing</p>
<p>Example:</p>
<ul class="unordered-listing">
<li>Accuracy Standards.</li>
<li>Transparency Standards</li>
</ul>
<br />
<ol start="10">
<li><em><strong>Reason company committed to best practice customer services may choose to measure its service standards.</strong></em></li>
</ol>
<p>Service standards are always important for the customers, potential customers, employees and management of a business. It helps to know what a customer is expecting and also helps the management and employees to remind them of the challenges and obligations which they are facing. Standards will help the manufacturer in reducing the cost and also in increasing the productivity.</p>
<p>Public relations are a process that helps to build the healthy relationship between the organization and their clients</p>
<p>As per the Public Relations Society of America. Public relation technique will help the businesses to advertise the product and services which they are offering<br /><br /></p>
<ol start="12">
<li><em><strong>five methods by which a company can promote its products.</strong></em></li>
</ol>
<p><strong>Radio Advertising</strong></p>
<p>Radio’s ad will be effective if the tag line is chosen wisely and is catchy. Choosing a station which covers the target customer is the main key. Choose the station according to the age, which is the target</p>
<p><strong>Television Advertising</strong></p>
<p>A television Advertisement is effective only if the company sell a product or service at a high price.</p>
<p><strong>Public Speaking</strong></p>
<p>Public speaking is the most efficient way of advertisement. If the product which company are selling is as per its expectation then this form of advertisement is very great.</p>
<p><strong>Door Hangers and Flyers</strong></p>
<p>Use of flyers or hanging of ads on the doorknobs is a very good way to advertise the product to the target customer, this will make sure that the targeted customer have gone through the advertisement and information which company wanted to provide them.</p>
<p><strong>Event Sponsorship</strong></p>
<p>Advertising can also be done through event sponsorship. Give out the free samples of the products to the people so that they can further make a purchase from company. This is one of the most effective and efficient of advertising the product or the service</p>
<p>It is quite important to protect the brand image. Brand’s image is always at sake as company interact with every customer.</p>
<p>It is important for every customer to get to know more about the brand if company want to attract them and keep them for long run.</p>
<p>Customers must be familiar with company’s brand if company want to attract them and keep them for long run. Protecting company brand is very important as it the face of the company.</p>
<ul class="unordered-listing">
<li>Use repetition. Repeat the things as people often need to understand it and remember it. If you say something for once only no one will remember anything.</li>
</ul>
<ul class="unordered-listing">
<li>Use visual methods of communication. Make more use of pictures and diagrams to explain it more easily, this will be easier for people to understand and remember.</li>
<li>Be respectful. Maintain patience when there is a language barrier. Never scream or raise your voice when you fail to understand something or when you fail to communicate.</li>
</ul>
<br />
<ol start="15">
<li><em><strong>overcome barriers to communication with customers who have a hearing impairment.</strong></em></li>
</ol>
<ul class="unordered-listing">
<li>Stop communicating from another room</li>
<li>Before starting a conversation, one must say the person’s name with whom you want to communicate</li>
<li>Talk slowly and use clear words and do not shout</li>
<li>Talk straightforwardly with the person</li>
</ul>
<br />
<ol start="16">
<li><em><strong>four keys way of providing excellent customer service.</strong></em></li>
</ol>
<strong>Be friendly</strong>
<p>Excellent customer service must involve a friendly environment. Always be friendly with your customer and use polite words and greet them with a smile, this will attract the customer.</p>
<p>The first and the very important rule is to provide customer with very friendly and excellent services. Always greet the customer with the smile and always be confident and respectful towards the customers.</p>
<strong>Respond in a timely manner</strong>
<p>Giving response in time will increase the customer satisfaction and they will also appreciate the timely response which they are getting for their inquiries.</p>
<strong>Know your product or service</strong>
<p>One must be aware about its product and services which they are offering to the customer, this will be an excellent service. Knowing about your product will help in healthy discussion about the features of the product and you can also let your customers know about its advantages which they can get from the particular product.</p>
<strong>Listen to the customers</strong>
<p>Listening is the only key which will provide efficient customer service. Sometimes there’s a need of listening and customer wants to be heard, so must listen carefully and patiently to the customer. Listening will help you to know the core of the problem which will help you in making your product even better.</p>
<p>There will always be a risk of distancing the current customer with unsatisfactory assistance, this will the potential of the business. Poor customer services can lead to the decrease in the clientage of business. There will always be a negative impact on the customers if the customer services are not up to the mark and will indirectly increase the risk of losing the employees as well.</p>
<p> </p>
<ol start="18">
<li><em><strong>importance of understanding customer behaviour and two techniques that can be used to analyse customer behaviour.</strong></em></li>
</ol>
<p>Consumer behavior data can be gathered through various ways such as through interviews, projective techniques, questionnaires, - observation with check list, - agent-based modeling.</p>
<p><strong>Concept testing</strong></p>
<p>Marketing ideas can be tested and accepted in following ways</p>
<ul class="unordered-listing">
<li>Survey must be carried out to see whether  the product is beneficial to the customer or not</li>
<li>Setting a personal interview will help in understanding how the customers are reacting to the marketing ideas.</li>
</ul>
<p><strong>Positioning research</strong></p>
<p>Look for what are the customer’s view about your products as compared to the competitor’s product by a research:</p>
<ul class="unordered-listing">
<li>Study the perception of customer within each market</li>
<li>Researching on the sales figures for each and every marketing segments</li>
</ul>
<p><strong>Brand testing</strong></p>
<p>Customers feedback can be determined of the brand and the product names by the following ways:</p>
<ul class="unordered-listing">
<li>Go for branding research to know about the brand’s performance</li>
<li>Surveys are being used to learn about the responses that the company can get for their products and their brand name.</li>
</ul>
<p>It is very important to manage complaints of customers for a successful business. It is important not only for customer insight but also for the improvement in that product which is been offered to the customer this will also further help in reducing the cost and increasing the profit which will help in customer satisfaction. A customer complaint will give us light about what actually the problem is and will help us to know whether the problem is with the product, employee or internal process. This will help in solving the problem and prevent complaints in coming future.</p>
<p> </p>
<h3>Assessment Task 2</h3>
<ol>
<li><em><strong> Regulation Report</strong></em></li>
</ol>
<p><strong>Legislation and regulations in Australia for cleaning sector</strong></p>
<p>Australia has a law for the fair trading as well as for the consumer protection- the Australian Consumer Law (ACL). The Australian Competition and Consumer Commission (ACCC) - often referred to as "the A triple C"- this law deals with all the matters that are related to the competition. Many people use the cleaning products almost every day which is then drained after every use. So, safety of people and safety of environment is the top most priority of the manufacturer. This law ensures that the product is sregulaafe for the people to be used, and also the product is being used as per the instructions given by the manufacturer. If the product is not found safe, then the manufacturer should not bring the product to the market anymore.</p>
<p><strong>Additional legislation</strong></p>
<p>There are various other regulations which is also being used in the professional cleaning and hygiene sector can be found below. This list is illustrative not exhaustive.</p>
<p><strong>Health &amp; Safety at Work Act 1974</strong></p>
<p>The Health &amp; Safety work act 1974 is the law for occupational health and safety. The duties are as follows:</p>
<p>There should be complete safety of the employees as well as security of the health.</p>
<p>Complete protection must be there if there is any risk arising from the activities of others at work</p>
<p>There should be complete control on the use of dangerous chemicals</p>
<p><strong>Rights and responsibilities of personnel may include</strong></p>
<p><strong>Secrecy</strong></p>
<p>Selection of appropriate employees for reporting purpose</p>
<p>Learning about the terms and situations of own employment</p>
<p>Protection from the misbehaviour sexual harassment as well as the discrimination</p>
<p><strong>Rights and obligations of employers may also consist of</strong></p>
<ul class="unordered-listing">
<li>Responsibility of care</li>
<li>Giving safe environment where there is no discrimination and sexual harassment</li>
<li>No use of abusive language</li>
<li>Information</li>
<li>Is negligent, careless or reasons a twist of fate</li>
</ul>
<p><strong>Customer service Strategy</strong></p>
<ol>
<li><strong> Create a Customer Service Vision</strong></li>
</ol>
<p>Creating vision for the customer is the first step which the organization should do.</p>
<ol start="2">
<li><strong> Assess Customer Needs</strong></li>
</ol>
<p>Organizations should be clear about what the needs of the customers are and what they want. If they are clear about the customer’s need then it will be easy for the organization to provide complete satisfaction to the customer</p>
<ol start="3">
<li><strong> Hire the Right Employees</strong></li>
</ol>
<p>Hire the right employees so that it becomes easy for the organization to achieve the desired target and this will also help in achieving customer satisfaction</p>
<ol start="4">
<li><strong> Set Goals for Customer Service</strong></li>
</ol>
<p>Employees should be clear about the targets so that they are clear and can help the organization to reach their goals.</p>
<ol start="5">
<li><strong> Train on Service Skills</strong></li>
</ol>
<p>If the employees hired by you are right then they will naturally have the ability to serve the customers well. However, training will help everyone to provide the best customer services</p>
<ol start="6">
<li><strong> Reward and Recognize Good Service</strong></li>
</ol>
<p>There should be well planned system to acknowledge and reward the employees for giving the good customer services. Employees need to be rewarded when they meet the expectations.<br /><br /></p>
<ol start="2">
<li><em><strong> Customer Service Strategy</strong></em></li>
</ol>
<p><strong>Ozhouse Clean </strong></p>
<p><strong>Draft Customer service and communication policy and procedure </strong></p>
<table class="table table-bordered">
<tbody>
<tr>
<td width="117">
<p><strong>Strategies</strong></p>
<p><em>(what)</em></p>
</td>
<td width="117">
<p><strong>Actions</strong></p>
<p><em>(how)</em></p>
</td>
<td width="117">
<p><strong>Priority</strong></p>
<p><em>(L/M/H)</em></p>
</td>
<td width="117">
<p><strong>Time</strong></p>
<p><strong>Frames</strong></p>
<p><em>(when)</em></p>
</td>
<td width="117">
<p><strong>Performance Indicators</strong></p>
<p><em>(measurement)</em></p>
</td>
</tr>
<tr>
<td width="117">
<p>Service quality</p>
</td>
<td width="117">
<p>There was regular inspection which is required to be made of the site.</p>
<p> </p>
<p>Telephone timekeeping tracking system is being used. This system helps the company to know whether employees are working properly or not.</p>
<p> </p>
<p> </p>
<p>Client walking and inspections-</p>
<p> </p>
<p>While regular business hours are going on according to the request, scheduled inspections are being recommended with you in order to keep the communication line open.</p>
<p> </p>
<p> </p>
<p> </p>
</td>
<td width="117">
<p>High</p>
</td>
<td width="117">
<p>15/09/2021</p>
</td>
<td width="117">
<p>As the outcomes there were various reviews that has been received from the customers.</p>
<p> </p>
<p> </p>
</td>
</tr>
<tr>
<td width="117">
<p> </p>
<p>Client Satisfaction and Responsiveness</p>
</td>
<td width="117">
<p>Survey was being prepared to measure the satisfaction of the clients and their responses</p>
<p>Which will make sure that whatever is the complaint logged in and should be handled carefully and professionally</p>
<p> </p>
<p>We should always be assured the customer shout get the apology where the service went wrong for the employees.</p>
<p> </p>
<p> </p>
<p> </p>
</td>
<td width="117">
<p>Medium</p>
</td>
<td width="117">
<p> </p>
<p>19/09/2021</p>
</td>
<td width="117">
<p>There were results from the clients</p>
<p> </p>
<p>There were lots of special requests that was being submitted as compared to the number of requests that were being completed by the employees.</p>
</td>
</tr>
<tr>
<td width="117">
<p>Cleaning Workers</p>
</td>
<td width="117">
<p>Manual was tasks with the solutions was being given that could help them</p>
<p> </p>
<p>Being careful</p>
<p>Always check the workplace if there is any signs which helps in indicating towards the poor cleaning system.</p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
</td>
<td width="117">
<p>Low</p>
</td>
<td width="117">
<p>16/09/2021</p>
</td>
<td width="117">
<p>Employee attendance and absentees will also be counted.</p>
<p> </p>
<p>There will be training hours for the cleaning procedures safety and policies</p>
<p> </p>
<p> </p>
</td>
</tr>
</tbody>
</table>
<p><strong> </strong></p>
<ol start="3">
<li><em><strong> Email to Management Team</strong></em></li>
</ol>
<p>To- Management Team</p>
<p>From-</p>
<p>Subject- Customer service strategy</p>
<p>Dear manager,</p>
<p>With due regard I would like to pay light on the customer services strategies at our company. I have attached all the documents and records that are useful for this customer service strategy.</p>
<p>In this report I have been discussing what are the needs of the company with reference to the customers. I would like to held a meeting with all the team members for the effective planning for best customer strategy. The meeting have been scheduled for the 27/09/2021 at 11:00 am at the conference room.</p>
<p>In this file and document I have discuss what are the priorities and performance of company with regards to the customer. I can easily manage the meeting with the customers and team members so that efficient Planning can be made for the better customer strategy in the next week. I have scheduled meeting on 05/05/2021 10:00 a.m. in the conference hall. For any more situations and advice kindly call me anytime.</p>
<p>Regards,</p>
<p> </p>
<ol start="4">
<li><em><strong> Meet with Management Team</strong></em></li>
</ol>
<p>Meeting date: 27/09/2021</p>
<p>Time: 11:00 AM</p>
<p>Venue: Conference Hall</p>
<p>The meeting was between the management team and the general team. This meeting was held for the discussion about the regulation report and also about the customer service strategy.</p>
<p> </p>
<p>MEETING</p>
<ul class="unordered-listing">
<li><strong>Explain the importance of customer service, as well as legislation and regulations key to customer service</strong></li>
</ul>
<p>Providing good customer services is very essential for the business and its growth. This might include extra resources and money but this will lead to more customer satisfaction thus increasing the business goodwill.</p>
<p>Customer service is the most important business element that can help to increase the client age the business. This will also affect that how the company is being viewed by the public. To keep the business on top and for maintain the goodwill of the business one must keep customer service the top most priority</p>
<ul class="unordered-listing">
<li><strong>Explain each of the strategies and actions in the new customer service strategy</strong></li>
</ul>
<p>Strategies related to Service Quality</p>
<p>Strategies related to Customer Satisfaction and Responsiveness</p>
<p>Strategies related to Cleaning Workers</p>
<p>Strategies related to Safety</p>
<ul class="unordered-listing">
<li><strong>Explain how strategies and actions will assist in achieving the key customer service principles, as well as strategic mission, vision and objectives.</strong></li>
</ul>
<p>Strategies which are developed are directly linked with mission, vision and objectives of the company which will be helpful in customer service principles.</p>
<ul class="unordered-listing">
<li><strong>Explain how your plans achieve the quality, time and cost specifications that the company has agreed to uphold for customers.</strong></li>
</ul>
<p>Training will help in increasing the employee’s productivity which will increase the quality, time and also the cost.</p>
<p>Example: office which is cleaned in 2 hours now will be cleaned in an hour or 45 minutes only on Fridays, so that there is saving if $ 23 per day and $116 per week by the customer.</p>
<p>The payment will be made in accordance as the staff is completing the work in less time</p>
<p>There were requirements that can be balanced with the Quality, time and cost</p>
<ul class="unordered-listing">
<li>Market research must be carried.</li>
<li>Time and cost expectations by the customers should be identified</li>
</ul>
<p> </p>
<ol start="5">
<li><em><strong> Revise Customer Service Strategy</strong></em></li>
</ol>
<table class="table table-bordered">
<tbody>
<tr>
<td width="117">
<p><strong>Strategies</strong></p>
<p><em>(what)</em></p>
</td>
<td width="117">
<p><strong>Actions</strong></p>
<p><em>(how)</em></p>
</td>
<td width="117">
<p><strong>Priority</strong></p>
<p><em>(L/M/H)</em></p>
</td>
<td width="117">
<p><strong>Time</strong></p>
<p><strong>Frames</strong></p>
<p><em>(when)</em></p>
</td>
<td width="117">
<p><strong>Performance Indicators</strong></p>
<p><em>(measurement)</em></p>
</td>
</tr>
<tr>
<td width="117">
<p>Service quality</p>
</td>
<td width="117">
<p>There was regular inspection which is required to be made of the site.</p>
<p> </p>
<p>Telephone timekeeping tracking system is being used. This system helps the company to know whether employees are working properly or not.</p>
<p> </p>
<p> </p>
<p>Client walking and inspections-</p>
<p> </p>
<p>While regular business hours are going on according to the request, scheduled inspections are being recommended with you in order to keep the communication line open.</p>
<p> </p>
<p> </p>
<p> </p>
</td>
<td width="117">
<p>High</p>
</td>
<td width="117">
<p>15/09/2021</p>
</td>
<td width="117">
<p>As the outcomes there were various reviews that has been received from the customers.</p>
<p> </p>
<p> </p>
</td>
</tr>
<tr>
<td width="117">
<p> </p>
<p>Client Satisfaction and Responsiveness</p>
</td>
<td width="117">
<p>Survey was being prepared to measure the satisfaction of the clients and their responses</p>
<p>Which will make sure that whatever is the complaint logged in and should be handled carefully and professionally</p>
<p> </p>
<p>We should always be assured the customer shout get the apology where the service went wrong for the employees.</p>
<p> </p>
<p> </p>
<p> </p>
</td>
<td width="117">
<p>Medium</p>
</td>
<td width="117">
<p> </p>
<p>19/09/2021</p>
</td>
<td width="117">
<p>There were results from the clients</p>
<p> </p>
<p>There were lots of special requests that was being submitted as compared to the number of requests that were being completed by the employees.</p>
</td>
</tr>
<tr>
<td width="117">
<p>Cleaning Workers</p>
</td>
<td width="117">
<p>Manual was tasks with the solutions was being given that could help them</p>
<p> </p>
<p>Being careful</p>
<p>Always check the workplace if there are any signs which helps in indicating towards the poor cleaning system.</p>
<p> </p>
<p> </p>
<p> </p>
<p> </p>
</td>
<td width="117">
<p>Low</p>
</td>
<td width="117">
<p>16/09/2021</p>
</td>
<td width="117">
<p>Employee attendance and absentees will also be counted.</p>
<p> </p>
<p>There will be training hours for the cleaning procedures safety and policies</p>
<p> </p>
<p> </p>
</td>
</tr>
</tbody>
</table>
<br />
<ol start="6">
<li><em><strong> Email</strong></em></li>
</ol>
<p>To- Assessor</p>
<p>From-</p>
<p>Attachments: Revised Customer service strategy</p>
<p>Subject- About Revised Customer service strategy</p>
<p>Respected Sir,</p>
<p>The motive of writing this email is to let you know about the overview of the outcome of the meeting. Important facts and figures have been discussed in the meeting:</p>
<ul class="unordered-listing">
<li>Quality of Service</li>
<li>Client Satisfaction and Responsiveness</li>
<li>Cleaning Workers</li>
<li>Safety</li>
<li>Hire the Right Employees</li>
</ul>
<p>Regards<br /><br /><br /></p>
<h3>Assessment Task 3</h3>
<p><em><strong>1. Customer Service Analysis</strong></em></p>
<p><strong>Analysis </strong></p>
<p><strong>We had reviewed all the provided documents including:</strong></p>
<ul class="unordered-listing">
<li>Customer Emails and Responses which are sent by the customer care staff.</li>
<li>Customer Service Policy and Procedure.</li>
<li>Ozhouse Clean List of services</li>
</ul>
<p><strong>Review of Customer Service Policy and Procedures:</strong></p>
<p><strong>Policies</strong></p>
<p>Ozhouse Clean is committed to:</p>
<ul class="unordered-listing">
<li>Politeness – the use of good words and use of good manners while interactions</li>
<li>Responsiveness – give timely response</li>
<li>Professionalism – Is being objective and knowledgeable and demonstrating integrity</li>
<li>Understanding – complete understanding of the customer needs</li>
<li>Confidentiality – It means respecting the confidentiality of customer information</li>
<li>Transparency – there should be complete transparency and ease to access the documents</li>
</ul>
<p><strong>Procedures for enquiring</strong></p>
<ul class="unordered-listing">
<li>Pick up the phone on time- all the phone calls should be answered on time or before the third ring.</li>
</ul>
<ul class="unordered-listing">
<li>Greet the client with “Good morning/afternoon’ with a smile on your face</li>
</ul>
<ul class="unordered-listing">
<li>Be gentle and friendly</li>
<li>Be clear with your works and talk slowly</li>
<li>Use polite language</li>
<li>Give a call back to the unattended calls</li>
<li>Be calm and patient with the clients even when they are aggressive on the call</li>
<li>Telephone messages should be replied within one business day</li>
</ul>
<p><strong>Review of List of services</strong>:</p>
<p><strong>Regular clean</strong></p>
<p>In this full cleaning of living room, bedrooms and bathrooms should be done on regular basis</p>
<p><strong>Spring clean (blitz)</strong></p>
<p>Our spring clean service is designed for customers who don’t’ want a regular cleaner but every now and again want someone to come in and do a spring clean.</p>
<p><strong>Bond cleaning</strong></p>
<p>In this 100% surety of getting bond back is given. There is minimum time of 6 hours at $150</p>
<p><strong>Eco-Clean</strong></p>
<p>In this cleaning of living areas, bedrooms, and bathrooms is done with ecofriendly products</p>
<p><strong>Oven cleaning</strong></p>
<p>This is the part of regular cleaning services at a price of $25</p>
<p><strong>New products</strong></p>
<p>TO provide opportunities to our customers to buy high quality and environment friendly products we have teamed up with the Nature Care Products</p>
<p><strong>Review of the email correspondence</strong></p>
<p>Email 1 from customer:</p>
<p>Received: 3 August 2021 10 am</p>
<p>Logged 3 August 2021 1 pm</p>
<p>Response sent out: 6 August 10 am</p>
<p>Email 2 from customer:</p>
<p>Received: 8 August 2021 10.30 am</p>
<p>Logged 8 August 2021 1pm</p>
<p>Response sent out: 12 August 6 pm</p>
<p>Variances identified:</p>
<p>Cost variances</p>
<p>Quality variances</p>
<p>Timeline variances</p>
<p><strong>Actions to address identified issues with response time:</strong></p>
<p>Reaction time or response time refers the difference between the time when we perceive something and when we reply to it.</p>
<p>Reaction time varies on various factors:</p>
<ul class="unordered-listing">
<li>Perception</li>
<li>Processing</li>
<li>Response</li>
</ul>
<p><strong>Way to improve the responsive information </strong></p>
<p>Brain can be strengthened with the help of training and challenges. If the brain is trained on regular basis the connection will be healthier and stronger, it means when there will be the time to response then it will be very quick</p>
<p>The program begins with an evaluation of client’s reaction time and also other capacities and then making the use of results for the preparation of a training program which is being created to their specific needs</p>
<p>Also, for this, we had to:</p>
<ul class="unordered-listing">
<li>Don’t make excuses.</li>
<li>Set a system (and use it)</li>
<li>Listen on social media.</li>
<li>Leverage technology.</li>
</ul>
<p> </p>
<ol start="2">
<li><em><strong> Delivery Analysis Meeting</strong></em></li>
</ol>
<p>Meeting Date: 27/09/2021</p>
<p>Time: 11:00 AM</p>
<p>Venue: Conference Hall</p>
<p>We have conducted the meeting and the summarized points of the meeting were:</p>
<p>Reactions of data needs and timelines</p>
<p>Reaction on timeline with respect to the Customer Service Policy and Procedures and List of Services are:</p>
<p><a name="_Toc83168890"></a>Contact the customer within 3 working days to response to their complaints.</p>
<p>Receipt of written correspondence will be send for:</p>
<ul class="unordered-listing">
<li>email within one working day</li>
<li>mail within three working days</li>
</ul>
<p>Variances are being identified by reviewing of the email correspondence</p>
<p>Review</p>
<p>Email 1 from customer:</p>
<p>Received: 3 August 2021 10 am</p>
<p>Logged 3 August 2021 1 pm</p>
<p>Response sent out: 6 March 10 am</p>
<p>Email 2 from customer:</p>
<p>Received: 8 August 2021 10.30 am</p>
<p>Logged 8 August 2021 2 pm</p>
<p>Response sent out: 12 August 6 pm</p>
<p>Variances</p>
<p>Cost variances</p>
<p>Quality variances</p>
<p>Timeline variances</p>
<p>Proposed actions</p>
<table class="table table-bordered">
<tbody>
<tr>
<td width="654">
<p>Customers should be allowed to switch multiple channels yet enjoy the service quality. This will help to increase the goodwill of the brand</p>
<p> </p>
</td>
</tr>
<tr>
<td width="654">
<p>Acknowledge them with complete product training and knowledge</p>
</td>
</tr>
<tr>
<td width="654">
<p><strong>Right skills should be used to train the professionals </strong></p>
</td>
</tr>
<tr>
<td width="654">
<p>Make sure that there are number of ways through which customers can share their feedbacks</p>
</td>
</tr>
<tr>
<td width="654">
<p>Make and implement strategies related to conflict resolution as soon as possible</p>
<p> </p>
</td>
</tr>
</tbody>
</table>
<p><strong> </strong></p>
<ol start="3">
<li><em><strong> Email to Customer Service Team</strong></em></li>
</ol>
<p>To: The customer service team</p>
<p>From:</p>
<p>Subject: Summarizing the meeting minutes</p>
<p>Respected Team members,</p>
<p>The main aim of writing this mail is to overview the outcomes of the service delivery analysis meeting which was held. We discussed about the requirement of the information in respect with the policies and procedures.</p>
<p>Identification of variance are been made through the email</p>
<p>Proposed actions opted</p>
<p>For better understanding I urge you to go through the attached document</p>
<p>Thank you</p>
<p>With regards<br /><br /><br /></p>
<h3>Assessment Task 4</h3>
<ol>
<li><em><strong> Complex Complaint Briefing Report</strong></em></li>
</ol>
<p><strong>Ozhouse Clean</strong></p>
<p><strong>Complex Complaints Briefing Report</strong></p>
<ul class="unordered-listing">
<li><strong>Summary of the issues</strong></li>
</ul>
<p>Redeeming of vouchers have been already enquired by the three customers. The voucher was being checked by the customer service office and is declared to be out of the date. The officers informs the customers that they cannot redeem their vouchers as they are expired. Whereas the two customers filed a complaint to the Fair Trading Department of not getting their vouchers redeemed by the refund policy is not applied to the such.</p>
<ul class="unordered-listing">
<li><strong>Analysis of relevant legislation.</strong></li>
</ul>
<p>On the 1<sup>st</sup> case the company have already set the current laws. The time period to redeem the voucher if of three years. The fallowing law as mentioned in the Fair Trading website (In NSW, the vouchers are being sold with the time period of expiration in three years in NSW and there will be no administration fees. This is in the Fair Trading Act 1987 which is being applicable to vouchers which is sold from 31<sup>st</sup> march 2018. )</p>
<p>In the 2nd case, there’s a right for everyone to demand the refund have all the rights to demand for a refund, the fault is of the company because of the delay in the process.</p>
<p>In the 3<sup>rd</sup> case, there’s a right of the company to decline the request of the customer because the condition clearly informs that the voucher is applicable for an hour only.</p>
<ul class="unordered-listing">
<li><strong>Issues with use of group buying web sites for businesses, including benefits and pitfalls.</strong></li>
</ul>
<p>The company uses the group buying websites as a main strategy to get new customers since it has a lot of benefits which include:</p>
<ul class="unordered-listing">
<li>Don’t have to pay anything</li>
<li>No charge to view the site</li>
<li>Reachable to the vast</li>
<li>They upsell people when they are onsite</li>
<li>Details can be saved easily.</li>
</ul>
<p>The main Pitfall with it concerning the company is that:</p>
<p>The cost and its maintenance is very high because of the high representation cost</p>
<ul class="unordered-listing">
<li><strong>Recommendations for actions, including response to the customers, as well as recommendations that can be adopted internally to avoid this situation reoccurring.</strong></li>
</ul>
<p>Ozhouse clean listens to the complaints of the customers. If they want to make any complaint, it can be made through emails and phones</p>
<p>The customer will get a response within the 3 working days.</p>
<p>Ozhouse cleans also response to the feedbacks and send a link of a online survey to all the customers to complete.<br /><br /></p>
<ol start="2">
<li><em><strong> Email to Assessor</strong></em></li>
</ol>
<p>To: assessor</p>
<p>From:</p>
<p>Subject: Briefing Report</p>
<p>Dear team,</p>
<p>Attachment of brief report. The main topics are:</p>
<ol>
<li>Summarising the problems.</li>
<li>Analysis of relevant legislation.</li>
<li>Issues with use of group buying web sites for businesses, including benefits and pitfalls.</li>
</ol>
<p>Suggestions for the actions inclusive of all the response to the customer as well as the suggestions that can be accepted internally.</p>
<p>For further information, kindly contact me.</p>
<p>Regards,<br /><br /><br /></p>
<h3>Assessment Task 5</h3>
<ol>
<li><em><strong> Conduct Research</strong></em></li>
</ol>
<ul class="unordered-listing">
<li>Define a clear, attainable goal for your survey.</li>
</ul>
<p>What is clear, attainable goal? For example: if you want to know why the customers are leaving the business at such a high point. Rather than focusing on the goals like: “better understanding of the customer satisfaction”. The goal need to be “ quite understanding that what factors and because of what reasons which the customers are leaving the company.</p>
<ul class="unordered-listing">
<li>Keep the more personal questions to the end.</li>
</ul>
<p>Surveys should be treated like conversations</p>
<p>Will you start the conversation by asking someone what’s their age? No. you will start the conversation with small things and will further move to personal topics. Likewise, early set of questions which are to asked should be light</p>
<ul class="unordered-listing">
<li>Don’t let your survey get too long.</li>
</ul>
<p>Don’t let the surveys go for too long, respect their time by not taking it too long.</p>
<ul class="unordered-listing">
<li>Don’t ask leading questions.</li>
</ul>
<p>In this don’t put you opinions in the questions that you ask. Doing this can influence their minds and their response can change</p>
<p>For example, instead of asking: “was our friendly customer services helpful or not?” Ask: “Was our customer service representatives helpful or unhelpful?”</p>
<ul class="unordered-listing">
<li>Stay away from asking double-barreled questions.</li>
</ul>
<p>Double-barreled questions are when you ask for feedback on two different things.</p>
<p>For example:</p>
<p>“Rate the quality of our product and support?”</p>
<p> How will you reply to this question? The quality of support? They might skip the question as they didn’t get it</p>
<p>Double-barreled question can be fixed either by choosing only one question to be asked or dividing the question into two parts</p>
<ul class="unordered-listing">
<li>Preview your survey before you send it.</li>
</ul>
<p>Think of sending the survey report without adding the question. Or you forgot to add few essential questions. In both the cases, you will end up being frustrated</p>
<p>To avoid such mistakes in the survey report, design and preview the survey very well and also share it with other to get to know about your mistakes</p>
<p>Some of the steps followed in customer survey report are,</p>
<ol>
<li>Who should be interviewed?</li>
<li>What should be measured?</li>
<li>How should the interview be carried out?</li>
<li>How should satisfaction be measured?</li>
<li>What do the measurements mean?</li>
<li>How to use a customer satisfaction study to greatest effect?</li>
</ol>
<p><strong>Research methods:</strong></p>
<p>This includes postal questionnaire, face-to-face interviews, and telephone interviews. Various methods can be used to answer the questions</p>
<p><strong>Postal questionnaires</strong></p>
<p>In this method questionnaires are being send to the large number of people the response rate of this method is very low, depending upon the length and content of it</p>
<p><strong>Face-to-face interviews </strong></p>
<p>In Face-to-face interviews the interview is being done between the respondent and the researcher on a personal level. Few questions is being asked by the researcher. It is more costly and much more time consuming method</p>
<p><strong>Telephone interviews</strong></p>
<p>These are the surveys which allow the interaction between two parties. These are much more faster and cheaper way of interviewing.<br /><br /></p>
<ol start="2">
<li><em><strong> Customer Survey</strong></em></li>
</ol>
<p><strong>Questions which related to the creation of a better Customer Service:</strong></p>
<table class="table table-bordered">
<tbody>
<tr>
<td width="268">
<p><strong>Services</strong></p>
</td>
<td width="75">
<p><strong>Totally Satisfied</strong></p>
</td>
<td width="81">
<p><strong>Somewhat Satisfied</strong></p>
</td>
<td width="89">
<p><strong>Dissatisfied</strong></p>
</td>
<td width="88">
<p><strong>Totally dissatisfied</strong></p>
</td>
</tr>
<tr>
<td width="268">
<p>Services being offered by the Ozhouse are of high quality?</p>
</td>
<td width="75">
<p><strong> </strong></p>
</td>
<td width="81">
<p><strong> </strong></p>
</td>
<td width="89">
<p><strong> </strong></p>
</td>
<td width="88">
<p><strong> </strong></p>
</td>
</tr>
<tr>
<td width="268">
<p>How much rating will you give to Ozhouse Clean company?</p>
</td>
<td width="75">
<p><strong> </strong></p>
</td>
<td width="81">
<p><strong> </strong></p>
</td>
<td width="89">
<p><strong> </strong></p>
</td>
<td width="88">
<p><strong> </strong></p>
</td>
</tr>
<tr>
<td width="268">
<p>What rating will you give to the quality of products which are used?</p>
</td>
<td width="75">
<p><strong> </strong></p>
</td>
<td width="81">
<p><strong> </strong></p>
</td>
<td width="89">
<p><strong> </strong></p>
</td>
<td width="88">
<p><strong> </strong></p>
</td>
</tr>
<tr>
<td width="268">
<p>Were you got aware about the special day by the waiters and also about the discount on the services provided by Ozhouse cleaning company?</p>
<p> </p>
</td>
<td width="75">
<p><strong> </strong></p>
</td>
<td width="81">
<p><strong> </strong></p>
</td>
<td width="89">
<p><strong> </strong></p>
</td>
<td width="88">
<p><strong> </strong></p>
</td>
</tr>
<tr>
<td width="268">
<p>Will you like to use the Ozhouse clean services again?</p>
</td>
<td width="75">
<p><strong> </strong></p>
</td>
<td width="81">
<p><strong> </strong></p>
</td>
<td width="89">
<p><strong> </strong></p>
</td>
<td width="88">
<p><strong> </strong></p>
</td>
</tr>
<tr>
<td width="268">
<p>Will you recommend Ozhouse Clean to others?</p>
</td>
<td width="75">
<p><strong> </strong></p>
</td>
<td width="81">
<p><strong> </strong></p>
</td>
<td width="89">
<p><strong> </strong></p>
</td>
<td width="88">
<p><strong> </strong></p>
</td>
</tr>
<tr>
<td width="268">
<p>Does the management of the company answers all the questions?</p>
</td>
<td width="75">
<p><strong> </strong></p>
</td>
<td width="81">
<p><strong> </strong></p>
</td>
<td width="89">
<p><strong> </strong></p>
</td>
<td width="88">
<p><strong> </strong></p>
</td>
</tr>
<tr>
<td width="268">
<p>Rate the Overall services Ozhouse Clean company</p>
</td>
<td width="75">
<p><strong> </strong></p>
</td>
<td width="81">
<p><strong> </strong></p>
</td>
<td width="89">
<p><strong> </strong></p>
</td>
<td width="88">
<p><strong> </strong></p>
</td>
</tr>
<tr>
<td width="268">
<p>Are the mails being responded within 3 working days</p>
</td>
<td width="75">
<p><strong> </strong></p>
</td>
<td width="81">
<p><strong> </strong></p>
</td>
<td width="89">
<p><strong> </strong></p>
</td>
<td width="88">
<p><strong> </strong></p>
</td>
</tr>
<tr>
<td width="268">
<p>Rate the Overall services Ozhouse Clean company          </p>
</td>
<td width="75">
<p><strong> </strong></p>
</td>
<td width="81">
<p><strong> </strong></p>
</td>
<td width="89">
<p><strong> </strong></p>
</td>
<td width="88">
<p><strong> </strong></p>
</td>
</tr>
</tbody>
</table>
<p> </p>
<ol start="3">
<li><em><strong> Email to Assessor</strong></em></li>
</ol>
<p>To: Assessor</p>
<p>From:</p>
<p>Subject: Customer feedback</p>
<p>Respected manager</p>
<p>I would like to inform you that we have introduced the programme of customer feedback. This is done to improve the customer satisfaction of Ozhouse cleaning. Visualization of customer feedback should be made on television after every month, this will help to improve the customer services facility.</p>
<p>Regards,<br /><br /></p>
<ol start="4">
<li><em><strong> Customer Survey Report</strong></em></li>
</ol>
<p><strong>Ozhouse Clean </strong></p>
<p><strong>Customer survey report</strong></p>
<p><strong>Introduction</strong></p>
<p>The information was collected from the survey of 300 customers in regards to the satisfaction of cleaning services, ease in running the business, proposal and ideas for the development.</p>
<p><strong>Analysis</strong></p>
<p>Customer satisfaction for the cleaning services is just by 42% which should be 80% which is the double of the received percentage. Working together will help in achieving the percentage level of 47%, whereas 72% of customers were ready to reuse this services. Moreover the customer who recommended this services to others were 63% which is not bad.</p>
<p><strong>Overall </strong></p>
<p>The performance of company is on average base in accordance to the customer satisfaction, which is very important for the success of the company. If the company focuses more a particular areas which needs to be improved then it will be a great success.</p>
<p><strong>Table of Customer analysis of Report</strong></p>
<table class="table table-bordered">
<tbody>
<tr>
<td width="118">
<p> </p>
</td>
<td width="118">
<p><strong>Satisfied</strong></p>
</td>
<td width="118">
<p><strong>partially Satisfied</strong></p>
</td>
<td width="118">
<p><strong>Dissatisfied</strong></p>
</td>
<td width="118">
<p><strong>Totally dissatisfied</strong></p>
</td>
</tr>
<tr>
<td width="118">
<p>Total Result</p>
</td>
<td width="118">
<p>26</p>
</td>
<td width="118">
<p>18</p>
</td>
<td width="118">
<p>4</p>
</td>
<td width="118">
<p>1</p>
</td>
</tr>
<tr>
<td width="118">
<p>Convenience</p>
</td>
<td width="118">
<p>20</p>
</td>
<td width="118">
<p>19</p>
</td>
<td width="118">
<p>8</p>
</td>
<td width="118">
<p>2</p>
</td>
</tr>
<tr>
<td width="118">
<p>Customer using service again</p>
</td>
<td width="118">
<p>42</p>
</td>
<td width="118">
<p> </p>
</td>
<td width="118">
<p>1</p>
</td>
<td width="118">
<p>0</p>
</td>
</tr>
<tr>
<td width="118">
<p>Suggestions of services to others</p>
</td>
<td width="118">
<p>38</p>
</td>
<td width="118">
<p> </p>
</td>
<td width="118">
<p>3</p>
</td>
<td width="118">
<p>0</p>
</td>
</tr>
</tbody>
</table>
<p><strong>Recommendations</strong></p>
<ul class="unordered-listing">
<li>Focus on time management, one must make a schedule which will be beneficial for both, customer as well as the to you</li>
<li>Learn what are the needs of the clients bye spending some time on social media</li>
<li>To avoid fumes and smells around the home from furniture, use of ecological friendly products should be made.</li>
<li>One must be aware about the new products and must always learn about it through suppliers or from other trade organizations</li>
<li>Advertise through flyers, local brochures or magazines</li>
<li>For cleaning business to grow, focus should be more than on cleaning only.</li>
</ul>
<br />
<ol start="5">
<li><em><strong> Email to Team</strong></em></li>
</ol>
<p>To: Assessor</p>
<p>From:</p>
<p>Attachment: CustomerSurveyReport</p>
<p>Subject: Analysis of customer survey and feedback</p>
<p>Respected manager,</p>
<p>I would like you to pay attention to the analysis of the customer feedback which is being attached with this email. There is more than hundred feedbacks of the customers which is being attached in a synchronised way. Kindly read the report.</p>
<p>Kindly give suggestions for any change if you feel there is any.</p>
<p>Regards</p>