13 access the customer service standard policy from

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1.3. Access the Customer Service Standard Policy from Bounce Fitness < - management/ > . In your own words, identify and describe two (2) organisational policies. From these policies, one (1) should be for handling customer complaints. For each of these policies, identify one (1) service standard and one (1) best practice model that apply. ( MEDIUM ) Policy Description Relevant Service Standard Relevant Best Practice Model Complaints Policy This policy is intended to assist customers as well as staff. Bounce Fitness is dedicated to the consistent, fair and confidential management of complaints and to the quickest possible resolution of complaints. We aim to make All complaints made, verbal or written, will be recorded at the Centre at the moment the complaint is generated. All complaints will also be monitored by management and any ongoing issues will be addressed for any ongoing Practice and follow procedures for managing complaints. All Bounce Fitness employees must be acquainted with the policies and processes for complaint resolution. Within 10 days of receiving the complaint, staff BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019 Page 8 of 107
ASSESSMENT TASKS Qualification BSB51918 Diploma of leadership and management Cluster number and name: LMD 3.1 Manage quality customer service and facilitate continuous improvement Units of competency: BSBCUS501 Manage quality customer service BSBMGT516 Facilitate Continuous Improvement Student’s ID: Assessor’s name: complaining easy for people if they are dissatisfied and treat all customers who make a complaint similarly. Bounce Fitness will address any investigation or complaint in an easily understood way. Bounce Fitness representatives will be obvious, concise and direct to the point. developments. Unless we have written approval, customer private information or complaint information will not be revealed to third parties. Customers will be supplied with an estimated timeframe at the time of their complaint. Customers are commonly informed of the progress of their complaint. Clients who have resolved a complaint, where appropriate, will be approached at a later date to see if they are happy with how their complaint was handled. must provide written feedback on the action being made to resolve the complaint. If it is not possible to resolve the complaint within 10 days, written acknowledgement of receipt of the complaint will be provided within 7 days for further feedback on the action taken. Where a complaint cannot be resolved, Bounce Fitness will advise customers to forward the complaint on their behalf to Fair Trading. Organizationa l Integrity Policy Organizational integrity concerns individual actors ' ethical integrity, the ethical quality of their interaction, and the dominant norms, activities, decision-making procedures and results within the organization involved. Bounce Fitness will treat honesty and integrity for every When an organization markets a product or service, we are required to deliver

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