BSBCUS501 Task 1
BSBCUS501 Task 1
BSBCUS501 Task 1
Task 1
Manage quality customer
service
BSBCUS501
Student Declaration
To be filled out and submitted with assessment responses
◻ I declare that this task and any attached document related to the task is all my own work and I have not
cheated or plagiarised the work or colluded with any other student(s)
◻ I understand that if I If I am found to have plagiarised, cheated or colluded, action will be taken against me
according to the process explained to me
◻ I have correctly referenced all resources and reference texts throughout these assessment tasks.
◻ I have read and understood the assessment requirements for this unit
◻ I understand the rights to re-assessment
◻ I understand the right to appeal the decisions made in the assessment
Unit Title
Unit Code
Student name
Student ID
number
Student Date
signature
Task Number
Student Name:
Assessor Name:
Assessor Signature:
Date:
Table of Content
What is this This assessment is a written questionnaire with a mix of objective and
assessment task subjective questions.
about?
The questionnaire is designed to meet the knowledge required to
meet the unit requirements safely and effectively.
The questions focus on the knowledge evidence required for this unit
of competency:
What do I need to do submit your answers to the questions within the set timeframe,
to complete this task answer all questions as instructed,
satisfactorily? answer all questions using your own words and reference any
sources appropriately,
all questions must be answered satisfactorily.
It is advisable to:
assessment coversheet,
answers to all questions,
references.
Question 1
Read the terms & conditions & policies of JB HI FI which provides a good overview of
their customer service processes: https://www.jbhifi.com.au/pages/consumer-guarantees.
Question Answer
A Summarise 3 organisational policy The Australian Consumer Law (“ACL”) protects
and procedures for customer service. consumers by giving them certain guaranteed
(30-50 words/each) rights when they buy goods and services.
Services must be carried out with care and skill
Consumer Guarantees have no set time limit but
generally last for an amount of time that is
reasonable to expect given factors including the
cost and quality of the product or any
representations made.
B Describe how a customer can place a A receipt is required in order to obtain a refund
complaint with JB HI FI? (30-50 as you need to prove the item was purchased at
words) JB Hi-Fi. If you don’t have a copy of your receipt,
you can obtain a copy by either contacting the
store of purchase or logging into your online
account depending on where you made
purchase.
C Describe the JB HI FI handles notify you of the results of our investigation of
complaints related to privacy. (50- your complaint.
100 words) If the conclusion of our investigation is that our
Direct link to privacy policy: collection, holding, use or disclosure of your
https://solutions.jbhifi.com.au/privacy- personal information was in breach of the
policy/ Australian Privacy Principles, we will take steps
to remedy the breach as soon as reasonably
practicable.
D List 5 legislation and regulations that Technology Driving Cyber-Security
are relevant to customer service in Adoption
the organisation. Pattern recognition (identifying phishing
emails based on content)
Anomaly detection (spotting unusual
activity, data or processes)
Natural language processing (converting
unstructured text such as a webpage into
structured intelligence)
Predictive analytics.
Question Answer
A Identify and list: Service Standards:
o 3 service standards relevant to We will touch base with our customers to
customer service update them as to where we are in the
o 2 best practice models for process.
customer service We will respond to website
questions/requests within 24 hours
during normal business hours.
We will respond to applicants
(employee/volunteer) within 24 hours of
normal process time to let them know
when they can expect completion and
any delays that may arise in the process.
Question 3
C How can you By inputting this information into a CRM, businesses have the
manage goo potential to capture more information about how well a product
customer relations? solves a problem for a certain type of client. For example, the most
satisfied customers may not be those who are most receptive to
marketing materials. If the goal is to build consumer loyalty,
materials may need to change to help build long-term relationships
D How can you keep In this digital age of been there, done that, the unexpected arrival
ongoing product of a handwritten note can work wonders for revitalizing worn out
and/or service old business relationships. And the beautiful part is, this can work
quality? just as well with employees and suppliers as it can with customers.
L Briefly describe how Get the facts. After listening, take the initiative in the
to effectively solve conversation. Now that the customer has calmed down and feels
customer you have heard his or her side, begin asking questions. Be careful
complaints. not to speak scripted replies, but use this as an opportunity to start
a genuine conversation, building a trusting relationship with your
customer. To help you understand the situation, get as many
details as possible.
WHS: https://www.safeworkaustralia.gov.au/
Advertising : (https://www.accc.gov.au/accc-book/printer-friendly/29527