BSBOPS505 Assessment 2 Manage Organizational Customer Service Project – Australia.

Subject Code & Title : BSBOPS505 Manage Organizational Customer Service Project
Assignment Type : Assessment 2 – Project
BSBOPS505  Assessment 2 Manage Organizational Customer Service Project – Australia.

BSBOPS505  Assessment 2 Manage Organizational Customer Service Project - Australia.

Part A :
Carefully read the following:
The following complaints have been logged in the complaints register since signing up to the group buying web site as follows:

1.Three customers have recently called to redeem their voucher. Customer service officers have checked the vouchers and found that they are out of date. Customer service officers have therefore advised customers that as the vouchers are out of date, and they are no longer able to redeem them. Two of the customers have complained to the Department of Fair Trading that they are unable to redeem the services paid for. Note that the company’s refund policy on their web site does not refer to refunds in relation to vouchers.

2.Two customers have complained that they had to wait too long to redeem their vouchers for an introductory clean. This is because in signing up to group buying the demand for services resulted in delays.

3.A customer called to complain that they had called to book an introductory clean, but ware told that that the voucher only covered one free hour of cleaning and they would have to pay the full amount, requiring the customer to pay an additional $70.

BSBOPS505 Assessment 2 Manage Organizational Customer Service Project – Australia.

BSBOPS505  Assessment 2 Manage Organizational Customer Service Project - Australia.

As Operations Manager, you have been asked to investigate and report on these complex complaints, as it appears that the company had not investigated these situations prior to signing up with the group buying web site.

Complete the following activities:
1.Write a complex complaint briefing report.
Your investigation should include an analysis of the legal situation, example cases and recommendations for how to avoid this situation in the future.

Your briefing report should address:
a. Summary of the issues
b. Analysis of relevant legislation.
c. Issues with use of group buying web sites for businesses, including benefits and pitfalls.
d. Recommendations for actions, including response to the customers, as well as recommendations that can be adopted internally to avoid this situation reoccurring.

Use the Briefing Report Template to guide your work.

2.Prepare a draft email to your assessor.
It should introduce and summarise the contents of the attachment.

3.Take a screen shot of your folder and files.
Ensure that you have an overall folder for your work for this unit, as well as sub folders if necessary. All of the documents that you have submitted for this assessment task should be correctly named and filed. Folders must be logical and well-organised, and you will be assessed on this.

Part B :
Complete the following activities:

1.Conduct research
Use the internet to research real life customer surveys used by businesses, as well as how these surveys are administered (e.g. online) and how often.

Identify best practices in customer surveys in regard to questionnaire design and survey method and frequency. Make notes on your findings

2.Develop a customer survey
Based on the areas identified in the task instructions (i.e. quality of service, ability to meet timelines, staff performance and cost of services), develop a customer survey.

Your survey should include at least 10 questions.
You may also include rating criteria for customer to rate their responses.

Send the customer survey to your assessor via email. Your email should outline the purpose of the survey and include your recommendations on how often the survey should be administered and by what method based on the research you undertook. You should include a clear rationale for your recommendations.

3.Send an email to your assessor.
Your email should outline the purpose of the survey and include your
recommendations on how often the survey should be administered and by what method based on the research you undertook. You should include a clear rationale for your recommendations.

It should introduce and summarise the contents of the attachment and seek their feedback and approval to move forward with the project.Attach your Customer Survey to the email.

Complete the following activities:
4.Write a Customer Survey Report.
Review the scenario information and analyse the results.
Develop a short report (about 1 page) to discuss the results of your analysis.

Your briefing report should include, as a minimum:
1. A short introduction outlining where the data is from
2. An analysis of the results against industry benchmarks for overall customer satisfaction, ease of doing business and customer loyalty.
3. Your overall analysis of how the company is performing in terms of customer service.
4. Your recommendations based on the customer survey conducted and your analysis.

Use the Customer Survey Report Template to guide you work.

5.Prepare a draft email to your team (your assessor).
It should introduce and summarise the contents of the attachment.

BSBOPS505 Assessment 2 Manage Organizational Customer Service Project – Australia.

BSBOPS505  Assessment 2 Manage Organizational Customer Service Project - Australia.

6.Take a screen shot of your folder and files.
Ensure that you have an overall folder for your work for this unit, as well as sub folders if necessary.
All of the documents that you have submitted for this assessment task should be correctly named and filed.
Folders must be logical and well-organised, and you will be assessed on this.

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