5.Fulfil the customer order as negotiated or sign contracts. Ensure you only sign for your delegatedamount.6.Submit all contracts or transaction records (if relevant) to your manager for storage inaccordance with the record-keeping policy and the privacy policy.To manage complaints1.Greet the customer courteously and give them your name.2.Never argue with the customer.3.Apologise for any product fault or poor service. Be sympathetic. Thank the customer for bringingthe complaint to your attention.4.Listen fully to what the customer is saying. Try to gather all the facts about the complaint and jotthem down. Ask questions and summarise what they are saying.5.When you have all the details about the complaint, ask the customer how they would like it tobe resolved. Always suggest replacements or credit notes over refunds and discuss productoptions to suit customer’s needs.6.Refunds and discounts must be within your authority to offer. Request authorisation from themanager for amounts above your delegated authority.7.At end of complaint, summarise the complaint and how you commit to resolving the complaint.Gain the customer’s agreement. Submit notes on complaint to your manager for storage inaccordance with the record-keeping policy and the privacy policy. In the notes, include the:nature of the complaintresolution of the complaint.BSBREL401 Assessment 2Version: v18.0Page11of19Developed by: Nortwest Pty LtdApproved by: AMIssued: August 2018Review:August 2019
Appendix 3 – CoffeeVille Client AgreementDetails of agreement:At today's meeting with commercial manager, Anna Blank, we discussed personal data privacy issuesto complete our agreement.The following topics were addressed:- discount value to company employees;- contract of privacy policy with the client;- exclusivity contract;The customer in question has agreed to the terms and with what has been explained, and will adviseits advice on the information. You will contact us to sign the agreement as soon as you get anaffirmative answer from your directors.Client/supplier signature:Anna BlankCoffeeVille officer signature:This agreement is subject to theCoffeeVille Privacy PolicyBSBREL401 Assessment 2Version: v18.0Page12of19Developed by: Nortwest Pty LtdApproved by: AMIssued: August 2018Review:August 2019
Appendix 4 – CoffeeVille purchasing, discounting, and delegation policyPurposeThe purpose of this policy is to ensure the acquisition of resources iscarried out consistently, fairly and transparently and in accordance withorganisational requirements.ScopeThe scope of this policy covers the purchasing and acquisition ofresources by employees and contractors of CoffeeVille Pty Ltd(CoffeeVille). Procurement includes costs related to marketing andpromotion. Referrals include all referrals to external businesses andstrategic partners for satisfying customer requirements. Delegationincludes spending powers delegated to individuals above which theymust seek approval for spending or discounting.
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