BSBOPS505 Question 1
the following table on legislative and regulatory frameworks that govern customer service.
Australian Consumer Law (ACL) Identify two general protections for consumers provided in Schedule 2 of the Competition and Consumer Act 2010. Identify two kinds of agreements that are not unsolicited consumer agreements as listed in Parts 6 and 7 of the Competition and Consumer Regulations 2010. Identify the types of retailers to whom the Unit Pricing Code, a mandatory industry code under the Competition and Consumer Act 2010, applies.
Legislation	General Protections These are general protections, which create standards of business conduct in the market.
Schedule 2 of the Competition and Consumer Act 2010
Regulation	Kinds of Agreements That are not Unsolicited Consumer Agreements
Parts 6 and 7 of the Competition and Consumer Regulations 2010

Code of Practice	Types of retailers to whom the Code applies
Unit Pricing Code
Work Health and Safety (WHS) Identify the following: The legislative Act that governs WHS in your state/territory. The regulations that define how to meet the legislative requirements in your state/territory. The code of practice provides practical information on how you can meet the requirements in the Act and Regulations in your industry. These must be ones used in your indicated state/territory and industry in the Preliminary Task. They must be the current iteration. Answer the guide questions that follow about customer service.
Legislative Act
Identify at least one legislative requirement that has an impact on customer service.
Briefly explain how the identified legislative requirement impacts customer service.

Regulations
Identify at least one regulatory requirement that has an impact on customer service.
Briefly explain how the identified regulatory requirement impacts customer service.
Code of Practice
Identify at least one code of practice requires that has an impact on customer service.
Briefly explain how the identified code of practice requirement impacts customer service.

Question 2
Describe each of the three elements of effective customer service outlined below.
Element of Effective Customer Service	Description of Each Element of Effective Customer Service
Quality
Time
Cost

Question 3
Access the policies and procedures from your organisation for each of the following: Customer service Complaints Complete the table below by outlining the following for each policy and procedure: At least one policy statement At least one set of procedures Submit a copy of the policies and procedures you used to answer this question.
Policy	Outline of Policy Statement	Outline of Set of Procedures
Customer Service Policy
Complaints Policy

Question 4

List the following:

1. At least three service standards that organisations establish to set the direction and provide guidelines to their employees on how to engage with and manage their customers.
2. At least three best practice models that organisations adopt for customer service.

1. Service Standards

1. Best Practice Models

Question5
Complete the table below by describing each of the listed key principles of: Public relations (PR) Product promotion
Public Relations (PR)
Key Principle	Description
Build relations with the media and influencers
Communicate creatively
Product Promotion
Key Principle	Description
Ethics
Integrated Messaging

Question6

List at least three techniques that can be used by organisations to help resolve customer complaints.

Question7
Complete the table below by describing the listed principles and techniques involved in managing each of the following aspects of customer service.
Aspect of Customer Service	Management Principle	Management Technique
Principle	Description	Technique	Description
Customer behaviour	How Customers Learn		Advertising
Specific customer needs	Customer Service Standards		Service Level Agreements (SLAs)
Customer research	Clearly-defined objective		Primary data
Customer relations	Understand the customer lifecycle		Trust

Ongoing product and service quality	Customer centricity		Total Quality Management (TQM)
Problem identification and resolution	Distinctiveness of issues		Brainstorming
Quality customer service delivery	Communication		Speed
Record keeping methods	Accountability		Audit Log
Record management methods	Retention		Safe and Secure

Question 8
Complete the table below by describing each listed strategy for the different phases of managing customer service relationships.
Stage of Customer Service	Strategy for Each Stage	Description of Each Strategy
Monitoring Customer Service Relationships	Mystery shopping
Managing Customer Service Relationships	Respecting your customer
Introducing Ways to Improve Customer Service Relationships	Quick response
Obtain Customer Feedback	Customer surveys
Reviewing sample correspondence