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BSBOPS505 Manage Organisational Customer Service Assessment 2

BSBOPS505 Manage Organisational Customer Service

Assessment 2 – Project

Part A

Carefully read the following:

Last October, Ozhouse Clean signed up to a number of group buying website to increase the demand for its services. There has been a marked increase in customers, but there has also been a significantly increased number of complaints.

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

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 Customer service officers have checked the vouchers and found that they are out of date. Customer service officers have therefore advised customers that as the vouchers are out of date, and they are no longer able to redeem them.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.

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.

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.

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:

  1. Summary of the issues
  2. Analysis of relevant legislation.
  3. Issues with use of group buying web sites for businesses, including benefits and pitfalls.
  4. 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

Carefully read the following:

Based on the customer service issues identified as a result of the customer complaints issue, Ozhouse Clean has decided to be proactive and identify customer needs through use of a customer feedback survey. As Operations Manager of Ozhouse Clean, you are required to develop the customer survey.

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.

Carefully read the following:

It is six months later, and a customer survey has been completed by sending out a one-off survey to 300 customers by email.

49 customers responded to the survey and the findings are as follows:

Overall satisfaction with Ozhouse Clean services

26 totally satisfied, 18 somewhat satisfied, 4 dissatisfied and 1 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they are totally satisfied is 42%.

Ease of doing business with Ozhouse Clean

20 totally satisfied, 19 somewhat satisfied, 8 dissatisfied and 2 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they are totally satisfied with ease of business is 47%.

Customers who said they would use Ozhouse Clean Services again are:

42 totally satisfied, 6 somewhat satisfied, 1 dissatisfied and 0 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that would use services again is 72%.

Customers who said they would recommend Ozhouse Clean to others

38 totally satisfied, 8 somewhat satisfied, 3 dissatisfied and 0 totally dissatisfied

Industry benchmarks show that the average number of customers who indicate that they would recommend the company to others is 63%.

  • Cleaning staff great, but phone service a bit average
  • Customer service staff could do with a bit more knowledge about products sold by the company, good on services knowledge but not on products
  • Optional extras such as ironing would be great as an add-on service.

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:

  • A short introduction outlining where the data is from
  • An analysis of the results against industry benchmarks for overall customer satisfaction, ease of doing business and customer loyalty.
  • Your overall analysis of how the company is performing in terms of customer service.
  • 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.

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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