Knowledge Assessment (Written Tasks)
1. What information should be recorded about complaints?
2. How might this information be used?
3. Why it is important to protect customer privacy?
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4. Howwouldyoudealwithacustomerwhofelttheirprivacyhadbeenbreached?
5. Think of a time when you had a poor experience with an organisation, which resulted in a complaint.
1. Briefly describe the concern. How did the organisation respond to your complaint?
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2. Based on your learning from this unit, how would you suggest the organisation improve their performance?
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6. Read the following case study and write down your answers to the questions.
Belle needs Case study •
to travel from Melbourne to Bangkok for business for a week. She emails Maureen, the office manager, to ask her to book her a flight that arrives on the Sunday and Ieaves on the Friday. Maureen emails the itinerary to Belle once the ticket is booked.
When Belle turns up at the airport to check in, the check-in clerk tells her that she was scheduled to fly out on the flight that left at 12.10 am that day. Belle checks her itinerary and realises this 1s what she approved. She realises it is her error, because the flight she wanted to take in fact leaves very early Saturday morning, and she told Maureen to book her the Friday flight.
Belle has the following conversation with the check-in clerk, Aman.
Belle: Oh dear. I’ve told my office manager the wrong date. Is there any way I can catch this flight? Aman: You are not booked on this flight. Because you missed your flight without advising us, you need to buy a new ticket.
Belle: What? I can’t do that. My company won’t approve it and I really need to get home. Surely
these kinds of mistakes happen all the time.
Aman looks past Belle’s shoulder, and sighs impatiently.
Aman: Youshouldbemorecarefulwhenyoucheckyourbooking.Ifyoubookthewrongticket, it’s not our fault. Can you step aside? There are people waiting. You can buy a new ticket at that
counter over there.
Belle: But I fly with you all the time! Surely you can make an exception? I demand to speak with your manager.
1 How mioht Aman have approached this differently?
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2. Wnte a conversation between Be\\e and Aman, which shows how the conversation
may be more appropriate\y hand\ed. \nc\ude some examp\es of body \anguage
which Aman might disp\av to show Be\\e.
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7. How can aWell-handI
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ed complaint provide an opportunity for an organisation?
8. A commonly quoted fact of customer service is, ‘An upset customer tells 10 people about their experience. A completely satisfied customer only tells four people’.
a) How should you handle a complaint well to improve an organisation’s business?
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b) How can a poorly handled complaint neqativelv impact on business?
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9. Why is it important to know when to refer customer complaints? Provide two examples
where referrals may be an appropriate course of action.
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10. What sort of information should you provide when refern•nq a complaint?
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11. Read thecase studyand Write dow
nyour responses to tasks that follow.
Betty Works for an
. Case 51:udy
Ma kB
eectncal goOd .
1
r rown a ma
s distributor. At lunchtime one day, she receives a call from .. , nagerato f
condIt1onerheord neO thestorestheysupply.Mark1snothappy,asanair deliveryaspromi eredspeciallyforoneofhisregularcustomershasnotturnedup1nthe delivery wh· h h se~. Betty tells Mark that she will ensure the air conditioner is in the next ‘ 1c ewill •
Unhappy b t receive the next day. Mark is
Betty ‘. u agrees to contact his customer and explain the delay.
emails Jo thew h . , . . . d. • •
.
‘ are ouse manager and explains 1t s critical the air con 1t1oner 1s deI1vered th
. , . . . . .
e next day. Jo explains that it’s not possible as the air cond1t1oner 1s out of stock and they ·11 . ‘
w, not receive supply until next week. Betty realises she needs to call Mark back, and she knows he ·11 I
w, aready have contacted his customer.
a) What should Betty h d recei•ved Mark’s call? ave onewhenshefirst
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b) Writeast:immaryoftheinformationBettycouldprepareforJotorefertheconcernto him.
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c ) W h a t s h o u l d B e t t y d o a f t e r r e f e r r i n g t h e c o m 1 p l a 1• n t t o J o . 7
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d) Whatprocedureswould
recurren [ you recommend 1hr diltrrbutor ,ntroduce to prevent a
ce o this complaint7
12. What is the Australian Consumer Law?
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13. What does the Australian Consumer Law cover?
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14. Who does the Australian Consumer Law apply to?
15. When working with customers what legislation and regulations become relevant in regards to their rights? List 2.
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Task 1- Customer Com~pla~in!t~Ro~le~P~la~y_ _ _ _ _ _ _ _ _ __
. F the list choose one scenario ,, ustomer” scenarios. rom ‘ · t • olving this With a partner, brainstorm several angry c y are going to write two scrip s inv thatyouandyourpartnercanuseforaroleplaydiou stornercomplaint,andtheothershould 1to hon ea cu
scena,10 One script should show how no .
show how to properly handle the same complaint.
I•t Thescript . .
of the customer comp a1n • . WrongWay: Usingthechosenscenario,writeascript
ndoneofyouwillbe . . f
will be a customer a
should be written ,n conversation format. One O you
. . . f the complaint and the . h Id • e spec1f1c deta1 s o
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the customer service employee. The script s ou giv
. d show how not to . . • I
should wnte an
employee reaction to the complaint. In this ro1e pay, you
handle the customer’s complaint.
Example:
. b • g these dumb shoes. Customer: “I can’t believe that loud mouth salesperson talked me into uyin
I wore these shoes one time and my feet hurt for days.”
Employee: “Well,youmustbedumbtogettalkedintobuyingdumbshoes.” (conversation would then continue)
RightWay: Usingthechosenscenario,writeascriptofthecustomercomplaint. Thescriptshould bewritteninconversationformat. Oneofyouwillbeacustomerandoneofyouwillbethe customerserviceemployee. Thescriptshouldgivespecificdetailsofthecomplaintandthe employee reaction to the complaint. In this role play, you should write and show how to properly handle the customer’s complaint.
Example:
Customer: “I can’t believe that loud mouth salesperson talked me into buying these dumb shoes. I wore these shoes one time and my feet hurt for days.”
Employee: “Sir, I am truly sorry that you are upset and your feet hurt. Could you please tell me which shoes you are referring to?”
(conversation would then continue)
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Observation Checklist
Assessed na
lnfor
complaint according tO
med rel
organ,sational policy
~
alders th .
umented custo
at complaint has been received and
mercomp! • . .. rocedures
a,nts according to organisational policies
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Identified c .
. ompla,ntsre ·· . . . _pol,cv. and e qu,nng escalation according to organisational ‘ seaIated .
Identified addl .as requ,red
do not . , tonal information requirements to resolve complaints that requ,re escalation
Prepared infor · .
. . mat,on for resolv,ng complaint
ldent,fiedimr – . . P ,cat,ons of complaint for customer and organisation Analysed opf .
. . tons to resolve customer complaints according to 1
eq,slat,on, oraanisational policies and codes of practice
Proposed options according to legislative requirements and orqanisational policies
Escalated matters for which a solution cannot be determined to relevant personnel
Assessed complaint according to organisational policy
Informed relevant stakeholders that complaint has been received Documented customer complaints according to organisational policies
and procedures
Identified complaints requiring escalation according to organisational policy, and escalate as required
Outcome
D Satisfactory
Comments:
Unsatisfactory
Date – – – – – – – – Signed_________ (Assessor)
Signed _ _ _ _ _ _ _ _ _ (Student)
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