Posted: November 1st, 2015

Description: How it is relevant to customer service in your organisation: a) Anti-discrimination legislation b) Australian consumer law c) Codes of practice d) Privacy laws

This is an individual assessment. You are required to answer all of the questions below, and include examples where appropriate. Please ensure that you have answered each question with an appropriate level of detail. You may need to do additional research using sources other than your learning resource. Where applicable, answer all parts of the question. QUESTIONS:
Q1. You work in a busy restaurant which serves mainly dine-in meals. A customer has just complained as they have been waiting for 40 minutes for their food to be served.
(a) Explain and give an example of how you would handle the customer’s complaint.
(b) Identify what lead to the issue of long wait time in the first place (you have the discretion of making up this scenario).
Q2. For each of the following legislations, give a brief explanation of what they do and how they impact on customer service in your organisation:
What: Description: How it is relevant to customer service in your organisation: a) Anti-discrimination legislation b) Australian consumer law c) Codes of practice d) Privacy laws
Q3. Provide an example for each of the following issues and identify techniques for how to deal with customer complaints:
(Consider customer relationships, inappropriate behaviour and continuous improvement measures)
(a) Customer behaviour
(b) Customer needs research
(c) Customer relations
(d) Ongoing product and/or service quality
(e) Problem identification and resolution