SIT40521 Customer complaints resolution project

This assessment task requires you to handle a customer complaint in the role of Customer Service Manager for Blue Healer Resort and Spa.

You will need to thoroughly review the following company documents before you commence this task to ensure you understand and can apply procedures that must be followed and how to respond to customer complaints.

·         Complaint Acknowledgement Letter Template

·         Complaint and Refund Policies and Procedures

·         Complaint Email

·         Complaint Outcome Letter Template

·         Complaints Register Template

·         Refund Policy.

What do I need to demonstrate?

During your practical assessments you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include:

·         Resolve customer complaints.

o    Use questioning techniques to establish and agree on nature, possible cause, and details of the complaint.

o    Assess impact of complaint on customer.

o    Take responsibility for resolving complaints in a professional manner and using communication techniques to assist in their management.

o    Determine options to resolve complaints and promptly analyse and decide on optimal solutions, taking organisational constraints into account.

o    Act swiftly to resolve complaints and prevent escalation, in consultation with customer and to customer satisfaction.

o    Turn complaints into opportunities to demonstrate high quality customer service.

o    Provide internal feedback on customer complaints and feedback and required follow-up in order to avoid future occurrence.

o    Review and evaluate complaints and solutions to enhance response to future issues.

How will I provide evidence?

Your assessor will provide you with templates to complete each task. You will find some detailed information about providing evidence; this will include;

·         an email with the following attachments:

o    a Complaint Acknowledgement Letter

o    a Customer Complaint Outcome Letter

o    an updated Complaints Register.

You will need to complete each activity and submit the required documents at the end of each step completed.

Tips for completing your activities

·         Read through this assessment and each task before you get started and make sure you understand what you need to do. If you are unsure, speak to your assessor and/or supervisor.

·         Stay up to date!

·         Stay in touch with your assessor. Ask questions, raise issues, check in, communicate.

Most importantly, ask for help if you are having trouble!

The customer (your Assessor) will call you complaining about the conference that was held at the resort.

You will need to:

·         Answer the telephone in accordance with company policy.

·         Respond to the customer in accordance with the company’s complaint handling policy and procedure.

·         Use questioning techniques to establish and agree on the nature, possible cause, and details of the complaint.

·         Assess the complaint’s impact on the customer.

·         Log the details of the complaint in the complaint register (once you have completed the first three activities in this task, you will send the completed register to your assessor).

·         Calmly advise the customer that the complaint will be recorded and actioned as per the company’s policy. Briefly explain the company policy.

The customer will role-play complaining about the noise of their neighbours in the next room. For the purpose of this role-play the customer will be a fellow student. The customer will need to provide their details and their room number (22).

You will need to:

·         Respond to the customer in accordance with the company’s compliant handling policy and procedure.

·         Use questioning techniques to establish and agree on the nature, possible cause, and details of the complaint.

·         Assess the complaint’s impact on the customer.

·         Log the details of the complaint in the complaint register (once you have completed the first three activities in this task, you will send the completed register to your assessor).

·         Calmly advise the customer that the complaint will be recorded and provide the customer with a solution to the complaint.

A customer (your Assessor) has emailed a complaint.

You will need to:

·         Respond to the customer in accordance with the company’s complaint handling policy and procedure.

·         Use questioning techniques to establish and agree on the nature, possible cause, and details of the complaint.

·         Assess the complaint’s impact on customer

·         Log the details of the complaint in the complaint register (once you have completed the first three activities in this task, you will send the completed register to your assessor).

·         Advise the customer that the complaint will be recorded and actioned as per the company’s policy. Briefly explain the company policy and provide alternative resolutions and compensation.

Submit your completed Complaints Register to your Assessor.

Following the phone call, face to face and email complaints, you are required to action and resolve the complaints as set out in the company’s complaint policy or action within your role and responsibilities.

Use the Complaint Acknowledgement Letter Template to guide your writing of the three letters to each customer.

For customer 1, you are advised that you may not refund the customer’s money on the function meals but that you will not charge for the meeting room.

For customer 2, you will inform the customer that you have spoken to the noisy neighbours and explained the noise policy. You should also apologise for the inconvenience of having to move rooms. Confirm that the new room is to their liking.

For customer 3, you will inform them that meal vouchers and a room upgrade will be provided for their next stay as compensation.

Write formal letters advising the customers of the outcome of the complaint.

Use the Complaint Outcome Letter Template to guide your work.

This letter is an opportunity to demonstrate high quality customer service, so write the letter with this as a goal.

Include as much detail as you can in the register.

The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style.

It should introduce and summarise the contents of the attachments.

The email text should also give the nature, possible cause, and details of the complaints, as well as the impact that they have had on the customer.

It should also endeavour to describe how such complaints could be avoided in the future and recommend solutions to resolve the issues.

Describe how the solutions offered to the customer could be used as opportunities to demonstrate high quality customer service to them.

Attach the following to the email:

·         Complaint acknowledgement letter

·         Customer Complaint Outcome Letter

·         Updated Complaints Register