Piece of information at a time be supportive and

piece of information at
a time. Be supportive
and patient.
you show them.
1.9. Explain two (2) techniques for solving complaints for each of the following
areas. ( LONG )
Area Technique 1 Technique 2
a. Customer
Behaviour
Research
Existing market research -- some
of it freely available on the
internet or in your local library --
BSBMGT516 & BSBCUS501 Assessment Tool Version dated: 3 July 2019
Page 15 of 65

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:
customers can post reviews or
leave comments. Encourage
customers to join a user group or
other community where they can
share their experience in using
your products and make
recommendations for changes or
improvements. Acknowledge the
feedback from customers and
respond to requests for
improvements.
might reveal that consumers are
less thrilled about frozen yogurt
than in years past but are
suddenly very excited about
learning to ice skate. Some of the
research will be national in
scope, while others, with luck,
will cover your local market.You
can also conduct your own
market research for your specific
product or service in your local
selling area. A professional
marketing firm can design and
conduct such a study for you, for
a price of course. But you can
also solicit information either
formally or informally on your
own to get a better sense of
customer needs. Even a small,
door-to-door survey can provide
useful feedback to help shape
your plans.
.
c. Customer