Сustоmеr Sеrviсе: Рrосеss Сustоmеr Соmрlаnits

 

ASSESSMENT

 

PART A

In your position of customer service assistant at coleworths gyms a customer enters your store complaining about a cross trainer they previously purchased that is not working. The cross trainer was purchased 11 months ago has a 12 month warranty.

 

 

The store manager hierarchy is:

Store manager, 3 assistant managers, customer service assistants. Experienced customer service assistants like yourself are given autonomy to deal with initial complaint?

 

  1. What forms of effective communication would you use in dealing with a customer compliant?(3marks)
  2. Complete the customer complaint form (overleaf)(6marks)-No need to do this one
  3. Keeping in mind all the information provided by the customer, the warranty conditions, and the Australian consumer Law, hat decision will you make in regards to this complaint. (2 Marks)
  4. The customer isn’t initially happy with your resolution of the complaint.is there anything else you can do for the customer? Explain in your decision?(2 marks)
  5. Write an e mail to the customer explain your decision?(5marks)
  6. What will colseworths ideally do with the completed compliant form, and a copy of the e mail you sent the customer?(2 marks)
  7. Your customer is still not happy with the resolution of their compliant. Would you refer it to other personnel? WHY?(3marks)
  8. Who will you refer it to ,and what details will you provide that person with ?(3marks)
  9. You forwarded the complaint a week ago ,but haven’t heard back from that staff What will you do ?(1mark)
  10. What are the implications of this complaint for (2 marks each)
  11. the customer
  12. The organization

 

  1. How could you evaluate your handling of your compliant? How could you improve your complaint resolutions skills?(2 marks)

 

PART B:

 

Prepare a document to staff on the steps to be taken when receiving a customer complaint.(10 Marks)

 

For any custom – written paper on the above topic, place your order with us!

When you place an order with us, you are assured of;

• 100% Privacy and Confidentiality
• 100% Free from Plagiarism 
• Masters & Ph.D. Level writers
• Money Back Guarantee 
• Affordable Rates
• Unlimited Revisions at no extra charges
• Guaranteed Quality

Order Similar Assignment Now!

  • Our Support Staff are online 24/7
  • Our Writers are available 24/7
  • Most Urgent order is delivered within 4 Hrs
  • 100% Original Assignment Plagiarism report can be sent to you upon request.

GET 15 % DISCOUNT TODAY use the discount code PAPER15 at the order form.

Type of paper Academic level Subject area
Number of pages Paper urgency Cost per page:
 Total: