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    BSBCUS501 4 Complaint Breifing Report

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    Sana Rehman
    This document summarizes complaints received by a company that signed up for a group buying website. Three customers were unable to redeem expired vouchers. Two others had long wait times to redeem introductory vouchers. One customer was told their voucher only covered one hour of cleaning. The document recommends responding promptly to customers, empowering staff, and making the signup process easier through social media. It also suggests creating clear complaint procedures and training staff to handle issues professionally and provide appropriate remedies.

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    BSBCUS501 4 Complaint Breifing Report

    Uploaded by

    Sana Rehman
    297 views6 pages
    This document summarizes complaints received by a company that signed up for a group buying website. Three customers were unable to redeem expired vouchers. Two others had long wait times to redeem introductory vouchers. One customer was told their voucher only covered one hour of cleaning. The document recommends responding promptly to customers, empowering staff, and making the signup process easier through social media. It also suggests creating clear complaint procedures and training staff to handle issues professionally and provide appropriate remedies.

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    BSBCUS501 4 complaint breifing report.docx

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    This document summarizes complaints received by a company that signed up for a group buying website. Three customers were unable to redeem expired vouchers. Two others had long wait times to redeem introductory vouchers. One customer was told their voucher only covered one hour of cleaning. The document recommends responding promptly to customers, empowering staff, and making the signup process easier through social media. It also suggests creating clear complaint procedures and training staff to handle issues professionally and provide appropriate remedies.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    297 views6 pages

    BSBCUS501 4 Complaint Breifing Report

    Uploaded by

    Sana Rehman
    This document summarizes complaints received by a company that signed up for a group buying website. Three customers were unable to redeem expired vouchers. Two others had long wait times to redeem introductory vouchers. One customer was told their voucher only covered one hour of cleaning. The document recommends responding promptly to customers, empowering staff, and making the signup process easier through social media. It also suggests creating clear complaint procedures and training staff to handle issues professionally and provide appropriate remedies.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 6

    Task 4

    Complaint briefing
    report

    1
    Page
    Contents
    Summary of the issues .................................................................................................................................. 3
    Analysis of the problems........................................................................................................................... 3
    Analysis of relevant legislation ..................................................................................................................... 3
    Issues with the use of Group buying websites for businesses...................................................................... 4
    Benefits ..................................................................................................................................................... 4
    Pitfalls........................................................................................................................................................ 4
    Recommendations for actions ...................................................................................................................... 5
    Response to the customers ...................................................................................................................... 5
    Recommendations that can be adopted internally to avoid the situations ............................................. 5

    2
    Page
    Complaint briefing report
    Summary of the issues
    The following complaints have been logged in the complaints register since signing up to the grow web
    site as follows:

    Three customers have recently called to redeem their voucher. Customer service officers have checked
    the vouchers and found that they are out of date. Customer service officers have therefore advised
    customers that as the vouchers are out of date, and they are no longer able to redeem them.

    1. Two of the customers have complained to the Department of Fair Trading that they are unable
    to redeem the services paid for. Note that the company's refund policy on their web site does
    not refer to refunds in relation to vouchers.
    2. Two customers have complained that they had to wait too long to redeem their vouchers for an
    introductory clean. This is because in signing up to group buying the demand for services
    resulted in delays.
    3. A customer called to complain that they had called to book an introductory clean, but ware told
    that that the voucher only covered one free hour of cleaning and they would have to pay the full
    amount, requiring the customer to pay an additional $70.

    Analysis of the problems


    The information in relation to the vouchers are not clearly mentioned on the website the consumers

    There is a need to mention these info on the vouchers as well

    Staff needs to be prompt in responding to the customers

    Signing up should be made less strict and easy like through facebook or from gmail

    Analysis of relevant legislation


    ISO 10001:2007 Quality management – Customer satisfaction – Guidelines for codes of conduct for
    organisations

     commitment for code of conduct


     sufficient capacity of the organization for the development and implementation of code of
    conduct
     transparency towards customers, employees and other interested parties
     accessibility of the Code, that is easily found and applicable
     responsiveness of the organization in relating to the needs of customers and other
    3

    interested parties
    Page

     accuracy of the code, should be not misleading, transparent and


     legally compliant
     assignment of responsibilities
     continual improvement of the effectiveness and efficiency of the code.

    ISO 10002:2014 Quality management – Customer satisfaction – Guidelines for complaints handling in
    organisations

     enhancing customer satisfaction by creating a customer-focused environment that is open


    to feedback (including complaints), resolving any complaints received, and enhancing the
    organization's ability to improve its product and customer service;
     top management involvement and commitment through adequate acquisition and
    deployment of resources, including personnel training;
     recognizing and addressing the needs and expectations of complainants;
     providing complainants with an open, effective, and easy-to-use complaints process;
    analysing and evaluating complaints in order to improve the product and customer service
    quality;
     auditing of the complaints-handling process;
     reviewing the effectiveness and efficiency of the complaints handling process.

    Issues with the use of Group buying websites for businesses


    Group buying websites and applications, such as Groupon and Living Social to name but a few, have
    taking the consumer landscape by storm, by offering location based discounts and special promotions
    from a variety of businesses.

    Benefits
    Group buying is, above all else, a very useful marketing tool, as it promotes brand awareness in a
    focused fashion to a large audience.

    Geo-targeting consumers aids not only in promoting your business but in gaining loyal and repeat
    customers.

    If your business is already established, the marketing power of group buying can be used to launch and
    promote new services and products.

    And the best part is, all the vouchers purchased through these sites and apps are prepaid, and run for a
    limited time, meaning businesses receive a lump sum for products and services sold via the sites.

    Pitfalls
    Group buying is not something that will benefit all businesses. Those who don’t usually sell directly to
    the consumer may not benefit from the marketing benefits offered.
    4
    Page
    Unfortunately, although these sites help promote brand awareness and sales, because you are reducing
    the price of the product or service you may find your profits are hindered initially. When planning to use
    group buying, financially plan for it as a marketing expense, rather than an income strategy.

    Although group buying is undertaken to draw in new custom, beware that regular and loyal customers
    may find and purchase multiple vouchers. And the new customers will still need something to draw
    them back other than further vouchers in order to turn them into repeat customers.

    Beware that group buying sites often result in an influx of traffic and custom, so make sure your
    business is prepared, as if your customer service fails, the venture will not have been a worthwhile
    investment and your reputation could end up damaged.

    Group buying can benefit your business on a large scale, but only if it is right for your business and you
    are equally prepared. Be sure you know what you are getting into before you take the leap, and ensure
    you’re company is able to take losses, as they are a probability.

    Recommendations for actions


    Response to the customers
     Guidance should be provided to staff on how to respond to and prioritise complaints. They
    should be aware of internal complaint handling processes including how to assess complaints
    which may be resolved quickly and those which require investigation.
     Complaints should be acknowledged promptly. Complainants and, if applicable, the person who
    is the subject of the complaint, should be kept informed of progress and the outcome of the
    complaint.
     Complaints should be addressed promptly in order of urgency and staff should be aware of any
    target timelines for resolving complaints.
     Complaint Handling Officers should be empowered to either resolve complaints or be aware of,
    and have access to, the person who has the authority to do so.
     The personal information of the complainant and any people who are the subject of a complaint
    should be kept confidential and only used for the purposes of addressing the complaint and any
    follow up actions.
     Staff should be empowered to provide these remedies at the appropriate level, for example
    some appropriate remedies may be provided by front-line staff.

    Recommendations that can be adopted internally to avoid the situations


     Signing up should be made less strict and easy like through facebook or from gmail
     Customer service department should also have a clear system in place for the problems that
    require special attention.
     Create a solid structure and procedure for solving customer complaints, feedback and questions.
    5

    Structure is important because it generates more coherence and confidence within the
    Page

    department, which in turn will help result in better customer service. A proper game plan for
    answering customer queries will help the employee solve the issue much quicker. They can act
    in a more professional manner because the training has already covered the particular problem
    and they are confident in knowing how to solve it.

    Measuring customer service department

     It’s a good idea to have a regular meeting to hear what your employees think are the most
    challenging aspects and what they would like to change in the way the department operates.
     It is important to figure out a way in which customers can provide feedback over how their case
    was handled. Getting back to your customer with a follow-up can show your business truly
    values them!

    6
    Page

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