BSBOPS505 Manage Organisational Customer Service - Questions Task

TASK SUMMARY:

Complete the 20 written questions with your own worded answers in the following spaces.

Submit with Cover sheet for grading in Assessment task 1 on Canvas.

Ensure your name is included above!

DUE DATE: 14th November 2021

To assist you in your answers:

Access the following consumer legislation/regulations/codes of practice at the following websites: 

• http://www.accc.gov.au/consumers  

• http://www.australia.gov.au/information-and-services/business-and-industry/consumer-rights   

* Ensure appropriate details are given according to the questions – read carefully!*

Answers that are too short, copied, don’t make sense or are not applicable will result in a failed submission.

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Question 1 

Explain the purpose of the Australian Consumer Law and how it protects consumers’ rights. 

Question 2 

Outline the consumer guarantees that apply for both products and services under the Australian Consumer Law. 

Question  3

Outline services covered by the consumer guarantee. 

Question 4

Explain why it is unlawful for a retailer to display a sign to say that no refunds are provided.  

Question 5

Discuss whether consumers are legally entitled to a refund or replacement if they change their mind. 

Question  6

Explain service standards and their importance. 

Question 7

Explain the importance of measuring service standards. 

Question 8

Explain public relations. 

Question 9

Explain how customer service impacts on public relations for a company. 

Question 10

Explain product promotion. 

Question 11

Outline four keyways of providing excellent customer service. 

Question 12

Explain at least two ways that you could overcome verbal communication barriers with customers.  

Question 13

Explain how you can overcome barriers to communication with customers with hearing impairments.  

Question 14

Discuss why an unhappy customer is not good for business. 

Question 15

Discuss the importance of understanding customer complaint behaviour. 

Question 16

Explain three key customer research methods. 

Question 17

Explain at least two benefits of an effective complaint handling system for businesses and consumers. 

Question 18

Explain the standard steps for dealing with a customer complaint.  

Question 19

Outline four key communication skills that should be utilised when dealing with customer complaints.  

Question 20

Explain the importance of recording and monitoring complaints.