BSBCUS501 Manage Quality Customer Service Assessment Answers ...

Location:- Australia Study level:- Graduate Level Unit code:- BSBCUS501

In order to maintain consumer service the first and foremost thing that an organization needs to take care of is the needs of the consumers. This is because without knowing what they exactly wants an organization cannot deal with the consumers in an effective way. An example can be effective such as if an organization wants to provide Smartphone to those who do not want that then that can be the waste of effort for the organization. So targeting people with their needs and services can ensure about the effectiveness of better consumer service. Any kinds of service organizations can provide in both offline and online process because with the upgrade of technology and advancement the process are getting smoother and easier for consumers to avail the services. Therefore in both the digital and offline ways organizations are providing different kinds of services to consumers and should ensure that even after the process of selling the business should keep themselves available for further queries and solution. There are different recommendations and strategies that an organization can have to provide better quality services for consumers. Different tools such as online chat support are one of the effective ways to manage consumers through calling and chat process. Automatic and executive based chat supports are there where based on the queries and issues of consumers the chat-bot can automatically respond to the query of the consumers. It is quite obvious that if consumers found that after buying certain services from certain organization, they are not available to take any queries then that might change the willingness or desire of those consumers to adopt any new service further and that is where quality consumer service comes into consideration. The big and medium business organizations are having different process of getting feedback from consumers, like after solving the queries or any issues in both online and offline way, those organizations goes for gathering feedback about the positive or negative outcomes from the customer service. Based on that feedback they used to work on their weak points in order to ensure about more effectiveness in future. In addition to that giving feedback to consumers about their behaviour while trying to solving any issues is noted down for the quality purposes where if any consumers behave rude and disrespectfully with any executives then than further strategies taken into consideration. This is because for a big and successful organization both the consumers and workers are having equal importance and therefore they consider about each and every factors considering both the stakeholder together. Before incorporating the consumer executives into the practice and process of handling queries of consumes, they are trained with the process of only listening to the calls of consumer and that first that they learn is that not to lose patience in anyway. Often it can be seen that due to anger of bad performance of any services, consumers use to be rude while talking to consumer executive and that makes the executive frustrated sometimes. Thus using bad languages to consumers in any way is not suitable in consumer services, rather listening to the clients in proper way and solving their queries fall under the quality consumer service. In addition to that the executive should have broad knowledge and training about how to talk to consumer in proper way where the greeting to consumers is important. Along with that knowing the proper way to manage also needs proper education and training and that is provided to the executives to ensure about handling consumers in the best process to retain or hold them for longer period of time. Providing consumers with quick and effective response is another way to manage customers in better way and that makes positive impact in the heart of the consumers. Eliminating bias as soon as possible and giving consistent and clear standards of operations also needs to be managed in order to ensure about quality consumers service to the clients in the business process. In both online and offline ways the executive should be trained to manage because in chat process using online platforms it often becomes difficult to understand the inner feelings and tone of talking of consumers. Thus managing on that way is becomes difficult for the executives. Therefore training for the online process is necessary more than offline process is much more needed for the executives and management to take into consideration.

This module is all about managing the services of consumers with better quality in order to attract and retain more number of consumers. The course has let the students understand about how to incorporate different practices into the management of consumers in both online and offline way. In addition to that it has also been discussed about different process that can take into consideration to maintain quality services which has been discussed in the entire course.