She insists you make all offers in writing.
ILSC Business College: BSBCMM301 Assessor Guide Version 3. 0317 Page 12 of 18 Activity 1 1. When dealing with the customer, what steps would you follow to start the initial process of turning the complaint into an opportunity? List at least eight (8) key steps. 2. What effective communication techniques would you use when dealing with the customer?
Page 13 of 18 3. At what stage of the escalation process did the customer make her complaint? Explain this stage of the process? 4. Provide details of the company’s refund policy? 5. What two (2) external bodies could the customer contact to lodge an external complaint?
Page 14 of 18 6. What are the consequences for the customer and Kool Furniture if an appropriate resolution cannot be reached? 7. Could this complaint have been avoided? How?
Page 15 of 18 8. Complete the Internal Complaints Report according to organisational protocols, policies and procedures. (Refer to Case Study description and Appendix A) Kool Furniture Internal Complaints Report Date: Your name: Position: Store location: Store Manager: (a) Details of the customer, the product/s and staff involvement: (b) Documents relating to the complaint: (c) Date, location and details of the Internal complaint:
ILSC Business College: BSBCMM301 Assessor Guide Version 3. 0317 Page 16 of 18 (d) Details of External complaint: (e) Customer ’s expectations: (f) Actions taken to date: (g) At least 3 viable options offered to the customer in accordance with company policy and procedures:
ILSC Business College: BSBCMM301 Assessor Guide Version 3. 0317 Page 17 of 18 Activity 2. Record accurate and clear details of internal complaints. Complaints Register Date: Complaint Number: Name of complainant: Brief description of complaint: Referred to: Follow-up procedure:
ILSC Business College: BSBCMM301 Assessor Guide Version 3. 0317 Page 18 of 18 Activity 3. For this activity, you will seek approval and refer the complaint. Part 1. Discuss and seek approval from your Trainer/Assessor for your proposed options to resolve the complaint according to organisational policies and relevant legislation. (Discuss your options, Section (g) Internal report) I have assessed and approve the options offered to the customer by the student. Trainer/Assessor signature: Date: Part 2. 1. Create an email in business format using Microsoft Word. 2. Address the email to the Customer Service Manager. (CSM) 3. Refer the complaint for his approval of your proposed options to resolve the complaint. 4. Indicate that you are forwarding all documents and investigation reports. (Attach your email with submission) Activity 4. For this activity, you will provide the customer with viable options to resolve the complaint. 1. Create an email in business format using the Microsoft Word template (Download template from Moodle_Unit Resources) 2. Address the email to the customer 3.Explain and provide viable options to negotiate a resolution using: 4. Include information on Kool Furniture’s : Complaints process including legislation and external reporting Refund policy (Attach your email with submission)
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