In the case of a change of mind, customers must bring the product to the store (any store in Australia, not necessarily the ones they bought from) and request a refund. The refund will be made in the same way of the purchase. For instance, if the purchase was made with cash, the refund can be made in cash only. In order for our customers to be able to return a product, the product must not have been used in any way; contain all original parts; be in perfect condition as it was sold. When to return a product Clients are entitled to return a product if they believe that there is a problem with it, such as detached pieces, unsawed parts, etc. We kindly ask our customers to please pay attention to the warranty of each product. If you need to return a product, please come to any of our shops in Australia or call our Customer Service department on 1300 011 118. TASK 1C. Scenario: As you are aware that the store was having several complaints about customer service. For that reason, you have previously prepared those action plans and relevant systems for improving customer service . Recently you have also witnessed that some complaints about product quality and service quality are not being addressed adequately because no one follows up on the compliant resolution other than you. You are too busy to handle each and every complaint resolution cases. Your general manager advised you to include within the complaint policy that the member who takes up on the complaint Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 33
T-1.8.1_v3 case is the person responsible for the follow up and resolution process. If they do not have sufficient information or enough authority, they may seek advice from the team leader or the manager or by calling the manufacturer. You felt a bit relieved that you will not have to look into all complaint resolution cases. However, you will have to immediately prepare a “complaints resolution process” in a flow chart so that every single customer service team member/team leader can follow the procedure . Draw a flow chart diagram for a complaint resolution process for this fashion retail store to resolve future customer complaints efficiently. For flowchart symbols, please refer to basic flowchart symbols below to draw the process . COMPLAINTS RESOLUTION PROCESS Complaint Resolution Procedure in a Diagram : Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 34
T-1.8.1_v3 TASK 1D. Ensure plans achieve the quality, time and cost specifications agreed with customers . Scenario: As you have completed the planning and assessing part of meeting customer requirements, you have decided to verify your systems, action plans and procedures against the requirements of customers. To do that, you have discussed with several internal and external customers inside the store to get vivid feedback. Majority of the customers are happy about the processes and systems that you have planned in your previous tasks, but their concern is whether these plans and processes will meet the time, quality and cost requirements in implementing them. Even your Store General Customer Service, Assessment No.1 v2.0 Last updated on 12/11/2019 by MM Page 35
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