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 Procedures−Complaints 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
