AnaPaulaW Pischke_S40064799_CustomerService_Assesment2

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Family Name: 
 Wolmann Pischke 
Given Name: 
Ana Paula 
Student ID: Course: 
 S40064799 Certificate III in Business 
Subject: Trainer’s name: 
Customer Service Gail Corrie 
Declaration: I certify that this assignment is entirely my own work. I have provided full referencing 
to the work of others. The material in this paper has not been submitted before. 
IMPORTANT – READ THIS FIRST 
PLAGIARISM: You must compose your answers in your own words. Simply pasting text from the 
Internet OR the APC workbook may result in a failing grade. It is better to write your own thoughts 
in your own words – even if your English is not perfect – rather than copy word-for-word the 
thoughts of someone else. 
SUBMITTING IDENTICAL ANSWERS: You may discuss your assessments with other students, 
but submitting identical answers to other students may result in a failing grade. Your answers 
must be yours alone. 
TUTORIALS: Tutorials are run every week to help you answer the assessments. The schedule 
for tutorials will be announced during the first week of term. You are urged to attend the tutorial 
that pertains to your online subject. 
 
Customer Service – Assessment 2 
 
Part A 
 
1. What forms of effective communication would you use in dealing with a customer complaint? 
 
I can use forms of effective communication like staying calm and respectful; showing understanding to the 
customer the situation; listening what the customer thinks is wrong, and I can provide a solution for the problem. 
 
2. Complete the attached customer complaint form. 
 
 
 
3. Keeping in mind all the information provided by the customer, the warranty conditions, and the 
Australian Consumer Law, what decision will you make in regards to this complaint. 
 
Considering our warranty terms and conditions and the Australian Consumer Law, as well as all 
information provided by the customer, my decision is to exchange the defective equipment, under 
warranty, at no additional cost to the customer. 
 
4. The customer isn’t initially happy with your resolution of the complaint. Is there anything else you 
can do for the customer? Explain your decision. 
 
If the customer is not truly satisfied with the problem, we must try to resolve it again. To make the 
customer happier, we can offer some gift cards or free delivery. The happiest customer is easier to 
negotiate. 
 
5. Write an email to the customer explaining your decision. 
 
From: anapaulaw@colesworths.com 
To: ianjohansen@.... 
 
Dear Ian, 
 
In response to your complaint about a defective product (cross trainer), I would like to inform you 
that your case has been analysed and a decision has been made. You have every right to have your 
equipment repaired. The defect that occurred in your machine is serious and the equipment will be 
replaced. If you are not completely satisfied with the resolution of the problem and the decision made, 
please reply to this email or come to our store and let us know what you think. 
 
We are here to help you with everything. 
 
If you have some questions, please don’t hesitate to contact us! 
 
Regards, 
 
Ana Paula W. 
Complaints Department Colesworths Gyms 
 
6. What will Colesworths ideally do with the completed complaint form, and a copy of the email you 
sent the customer? 
 
Colesworths will follow all protocols and procedures until the problem is resolved and the customer 
is completely happy and satisfied. 
 
7. Your customer is still not happy with the resolution of their compliant. Would you refer it to other 
personnel? Why? 
 
If my client is still not happy and completely satisfied with the solution I applied, I would forward the 
complaint to other people, because there are specific sectors and dedicated people in the 
organization to deal with the complaints. 
 
8. Who will you refer it to, and what details will you provide that person with? 
 
I would report to the relevant sector and the dedicated people to try to solve the problem details 
about the problem and would report the procedures that I had previously adopted. 
 
9. You forwarded the complaint a week ago but haven’t heard back from that staff member. What 
will you do? 
 
I would contact the store managers and explain the situation so that it can be resolved urgently, after 
all, customers don't like to wait too long for solutions. 
 
10. What are the implications of this complaint for: 
 
a. The customer: If the problem is solved and the customer is satisfied, the customer is more 
likely to continue to consume the product of the same business, otherwise he will prefer to buy from 
another similar business and a similar product. 
 
b. The organisation: If the problem is solved the company will not have losses as to it is image 
and reputation. In addition, this problem may serve to avoid the same problem in the future. 
Customer satisfaction will be maintained, and sales will continue. If the problem does not resolve, 
the reputation will be shaken and there will be a probable loss customers and money. 
 
11. How could you evaluate your handling of your complaint? How could you improve you complaint 
resolution skills? 
 
I would have known that I did my best to resolve the complaint. In order to improve my complaint 
resolution skills, I would seek advice from people with greater competence. 
 
Part B 
 
Developing a complaint handling procedure: 
 
When dealing with a customer complaint always behave similarly. Although each complaint is 
different the proceedings are always the same. Here are 10 steps for staff to follow when handling a 
complaint. 
 
1) Stay calm and listen carefully to the customer; 
2) Show your understanding to the customer situation; 
3) Do not make any excuses; 
4) Apology for the situation; 
5) Explain the warranty conditions; 
6) Make sure that customer understands the process; 
7) Ask him/her if he/she needs to know any further information; 
8) Complete the complaint form; 
9) Send complaint form to the warranty department; 
10) Keep in touch with the warranty department and the customer. 
 
Part C 
 
1) What do you believe Sue should have done with this complaint? 
 
Fill out customer’s complaint and archive that for later issues. Customer should have received an 
adequate compensation for the incident. Staff should have been informed about problem with “dirty” 
workplace, sort it out and follow the results. 
2) Should she have referred the customer to her manager? Why or why not? 
 
She should not have referred the client to management, as I believe she was competent to handle 
the situation on her own. There was no reason to call a manager. 
 
 
3) What documentation should Sue have filled out? Design a form and fill in the documentation 
for the customer. 
 
Sue should have filled out the form with the customer's complaint waiting for the problem to be 
resolved. 
 
Customer Complaint Form 
Customer Details Name Address Phone Email 
Details of what the customer complaint is 
The client reports to Sue and informs that it ran on the floor and fell because some grapes were 
scattered on the floor and that this could not have happened. 
Action taken or required 
Sue immediately asks the client if she got hurt and is feeling well and the client goes home. But 
when she gets home, the client realizes that she is feeling bad, goes to the hospital and has a 
fractured shoulder and will need medical care. The customer returns to the supermarket and talks 
to the manager. 
Action that should have been taken 
Sue should have immediately referred the client to the hospital and checked for any injuries and 
paid for the customer expenses. 
Signature xxxxxxxx 
Date xxxxxxx 
 
4) How might this accident impact on the organisation? 
 
This accidentcan impact the entire organization on the part of all interested parties, because that 
way we realize how much we have failed attitudes that cause even more uncomfortable situations, 
so we must avoid even the smallest of accidents and incidents. 
 
5) What legal issues are involved in this incident? 
 
The legal issues that are involved in this incident are the legal issues regarding the work health and 
safety. 
 
6) How would you handle a major complaint in your workplace? Provide two examples. 
 
I would receive the client's complaint by listening carefully to what he is saying, then I would 
apologize to him for what happened and follow all the protocols and procedures of when this type of 
incident happens, for example, I would have made a report of the client's complaint , and if it were 
possible, I would have the freedom to solve the problem myself and take all appropriate measures. 
If it were not possible, I would refer the client to the competent sector, as there they could better 
assist him in his problem, making him happier and more satisfied.