Assessment tasks qualification bsb51918 diploma of

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ASSESSMENT TASKSQualificationBSB51918 Diploma of leadership and managementCluster number and name:LMD 3.1 Manage quality customer service and facilitatecontinuous improvementUnits of competency:BSBCUS501 Manage quality customer serviceBSBMGT516 Facilitate Continuous ImprovementStudent’s ID:43978 Ying YingLOOAssessor’s name:Davendra SINGHBSBMGT516 & BSBCUS501 Assessment ToolVersion dated: 3 July 2019Page 9 of 70enquires orcomplaints ina “run-around”manner.Bounce Fitnessrepresentativeswill properlyescalate ortransferenquires orcomplaints toanotherperson who isin betterposition toassist thecustomer.Customer Needsmust always in thefirst place.1.4.Access the following organisational procedures from Bounce Fitness<-management/>:Customer Relationship Management ProceduresComplaints Resolution ProceduresIn your own words, describe two (2) organisational procedure, one (1) should be forhandling customer complaints. You must also identify two (2) service standards andtwo (2) best practice models that meet those procedures. (MEDIUM - LONG)ProcedureDescriptionRelevant ServiceStandardRelevant BestPractice ModelTask 1.4 ABounceFitness havea databasefor customeractivity andits customerrelationships.MaintainingCustomerrelationshipThe database will becollected over timewhich is containinformation abouttransaction,customer contactsfrom multiplechannels andcontexts, descriptiveFocus customerneeds, flexible,building relationshipso that customerbelief us.Establishingrelationships withcustomers which issmile and becourteous andfriendly at all times.Follow policy andprocedures.Always improve therelationshipAsk questions toidentify if their needsare being met orthey need furtherassistance
ASSESSMENT TASKSQualificationBSB51918 Diploma of leadership and managementCluster number and name:LMD 3.1 Manage quality customer service and facilitatecontinuous improvementUnits of competency:BSBCUS501 Manage quality customer serviceBSBMGT516 Facilitate Continuous ImprovementStudent’s ID:43978 Ying YingLOOAssessor’s name:Davendra SINGHBSBMGT516 & BSBCUS501 Assessment ToolVersion dated: 3 July 2019Page 10 of 70information forsegmentation andother data analysispurposes, and theresponse tomarketing stimuli.Maintainingrelationships withcustomers which isoffer assistance andadvice tocustomers.Task 1.4 BBounceFitnessestablishesclearcomplainthandlingprocedureswith acommitmentto resolvequickly andfairly anycomplaintyou make.Bounce fitnessprocedure is toquickly and fairlysolve thecomplaints.If a complaint ismake to the deskstaff, verbally or inwriting, the customerwill receive writtenfeedback about theaction being takento resolve thecomplaint within 10days of receipt ofthe complaint. It isnot possible toresolve thecomplaint within 10days, writtenacknowledgment ofreceipt of thecomplaint will beprovided within 7days with aspecified time framefor further feedbackabout action taken.

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Term
Fall
Professor
NoProfessor
Tags
Customer relationship management, Ying Ying LOO

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