BSBCUS301

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Magill College *

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601

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Business

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Nov 24, 2024

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docx

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Uploaded by ConstableEelMaster765

Assessment 1 For this assessment, observed providing a quality customer service within your workplace or you will be on 3 different occasions scenario's provided by your assessor. Your assessor will be looking to ensure you  Determine and clarify your customer preferences  Offer accurate information as appropriate  Anticipate the customer preferences appropriately  Offer possible extra's and add-ons  Proactively promote the products and services  Identify any problems in products  Deal with any complaints and any difficult customer service situations

Questions 1 1.What are the National Privacy Principles? New privacy provisions in the Privacy Act 1988 (Cth) (the Privacy Act) affecting private sector organisations came into effect on 21 December 2001. The NPPs aim to ensure that organisations that hold information about people handle that information responsibly. By also give people some control over the way information about them is handled. The NPPs are drafted in a way that is technology neutral. The result is that the NPPs apply equally to conventional, electronic and digital environments. This neutrality also aims to ensure that the legislation will not date and will work in practice now and for many years to come. 2. List 3 points you should follow to ensure you comply with the National Privacy Principles. o Read organization privacy policy and ensure understand how it applies to the way handle personal information. o Understands your entity’s responsibilities under the Privacy Act. o Make sure we provide privacy notices to customers and organization handle their personal information in the way organization say. 3. In teams of privacy what is considered “Personal information”? Personal information can be almost any information that is associated with an identifiable living individual. It can include correspondence, audio recordings, images, alpha-numerical identifiers and combinations of these. Examples of personal information are:  A person's name, address, phone number or email address  A photograph of a person  A video recording of a person, whether CCTV or otherwise, for example, a recording of events in a classroom, at a train station, or at a family barbecue  A person's salary, bank account or financial details  Allegations of wrongdoing against a person or details of wrongdoing or offences they may have committed  Details about a person's land ownership or disputes to do with their land  Details about a person's education or education activities, such as what degree they possess or their candidature for a PhD

4. What is the state legislation that refers to privacy? The Privacy Act applies to ‘acts and practices’, that is, acts done and practices engaged in by agencies or organisations. The Act includes a wide range of exemptions for particular acts and practices. Privacy in Australian law is not an absolute right and there is no clearly recognised tort of invasion of privacy or similar remedy available to people who feel their right to privacy has been violated. Privacy is, however, affected and protected in limited ways by the Australian common law and a range of Commonwealth, state and territorial laws, and administrative arrangements. 5. What are the requirements of an employer in relation to occupational Hoalth & Safety? Employers have duties under health and safety law to assess risks in the workplace. Risk assessments should be carried out that address all risks that might cause harm in workplace. Employers must give information about the risks in your workplace and how are protected, also instruct and train on how to deal with the risks. Employers must consult employees on health and safety issues. Consultation must be either direct or through a safety representative that is either elected by the workforce or appointed by a trade union. 6. Provide a detailed explanation of 4 different anti-discrimination based legislation and requirements. Legislation and grounds of discrimination Areas covered Australian Human Rights Commission Act 1986 Discrimination on the basis of race, colour, sex, religion, political opinion, national extraction, social origin, age, medical record, criminal record, marital or relationship status, impairment, mental, intellectual or psychiatric disability, physical disability, nationality, sexual orientation, and trade union activity. Discrimination in employment or occupation. Age Discrimination Act 2004 Discrimination on the basis of age – protects both younger and older Australians. Also includes discrimination on the basis of age-specific characteristics or characteristics that are Discrimination in employment, education, access to premises, provision of goods, services and facilities, accommodation, disposal of land, administration of Commonwealth laws and programs, and requests for

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generally imputed to a person of a particular age. information. Disability Discrimination Act 1992 Discrimination on the basis of physical, intellectual, psychiatric, sensory, neurological or learning disability, physical disfigurement, disorder, illness or disease that affects thought processes, perception of reality, emotions or judgement, or results in disturbed behaviour, and presence in body of organisms causing or capable of causing disease or illness (eg, HIV virus). Also covers discrimination involving harassment in employment, education or the provision of goods and services. Discrimination in employment, education, access to premises, provision of goods, services and facilities, accommodation, disposal of land, activities of clubs, sport, and administration of Commonwealth laws and programs. Fair Work Act 2009 Discrimination on the basis of race, colour, sex, sexual orientation, age, physical or mental disability, marital status, family or carer responsibilities, pregnancy, religion, political opinion, national extraction, and social origin. Discrimination, via adverse action, in employment including dismissing an employee, not giving an employee legal entitlements such as pay or leave, changing an employee’s job to their disadvantage, treating an employee differently than others, not hiring someone, or offering a potential employee different (and unfair) terms and conditions for the job compared to other employees. 7. Describe the importance of ethics in your customer service role. Customer service professionals play a vital role in customer relationship management, because they are often the first point of contact between a business and its clientele. First impressions are critical at this stage for fostering positive consumer sentiment and brand loyalty. In particular, ethics influence the manner in which representatives behave and are an important aspect of customer service. 8. Detail 2 elements of quality customer service o Apologize when needed. It’s okay to make a mistake – after all, we are all human. However, when your business messes up, it’s likely your frustrated customers will expect some excellent

customer service to resolve the issue. It’s important to know when and how to apologize for the mishap. First off, fess up early and own it. Realize that sometimes an apology isn’t enough. There are situations that call for a hefty discount or giving away something for free. It takes approximately twelve positive experiences to make up for a single poor one. This means that an apology and a sincere attempt to fix the problem as fast as possible to redeem business are crucial to reverse the damage. o Focus on delivering a consistent experience. Each interaction a customer has with our brand needs to feel consistent, and customer service is no exception. Whether a customer is speaking to a representative on the phone, in a brick and mortar store, or using a self-service channel, it’s vital to make sure our brand aligns. 9. Detal 2 elements of unprofessional customer service o Slow replies to support request emails when you’ve just purchased a product online. o Waiting more than 30 minutes for something to eat in a restaurant. 10. What is the purpose of establishing service standards for an organisation? Service standards set a target for companies to meet customer needs through the use of its people, systems and technology. Service standards are important for customers, potential customers, employees and management of a business. It help to define what a customer can expect and to remind management and employees of the challenge and obligations that they face. 11. What characteristics do effective service standards hold? Characteristics do effective service standards hold by writing quality service standards, they should be written using SMART or SMARTS criteria: o Specific - they should be precise in meaning o Measurable - they need to be quantifiable, or able to be measured o Achievable - they must be realistic to the work to be done with the available resources o Relevant - they need to focus on the correct priorities, that is, the needs of the customer

o Time Limited - there should be a time frame set on the standard to indicate how often or how quickly an action is to occur o Supported - this includes the systems, technology and processes that support the service staff. While this criteria does not have to be written into the standard itself, others in the organisation should also be held accountable for ensuring that the standards can be achieved. 12. In your own words, you are to explain why customer service is lmportant in the business Customer service is lmportant in the business. Customer Relationship management is the strongest and the most efficient approach in maintaining and creating relationships with customers. Customer relationship management is not only pure business but also ideate strong personal bonding within people. Development of this type of bonding drives the business to new levels of success. 13. Using Leigh Lockrey's advice, make a checklist of techniques to use when serving a customer with cerebral palsy. These customers have two barriers to overcome: their wheelchairs and their speech difficulties. Make your notes under two separate headings below. Techniques for serving people in wheelchairs o When speaking to a person in a wheelchair for more than a few minutes, sit in a chair and place yourself at that person's eye level to facilitate conversation (consider kneeling to get yourself on the same eye level as the wheelchair user). o When talking to a person who uses a wheelchair, look at and speak directly to that person, rather than through a companion who may be along. o If you don't know how to handle the wheelchair, ask the user and follow instructions. o When addressing a person who uses a wheelchair, never lean/hang on the person's wheelchair as the chair is part of the space that belongs to the person who uses it. Techniques for serving people with speech difficulties o If you don't understand, ask your customer to repeat the information. o Don't refer to the disability, and never use phrases like "handicapped". o If you are able, ask questions that can be answered 'yes' or 'no'.

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o Take some time. Be patient and polite, and give your customer whatever time he/she needs to get his/her point across. o Don't interrupt or finish your customer's sentences. Wait for them to finish. o Patience, respect and a willingness to find a way to communicate are your best tools. o Every business should have emergency procedures for customers with disabilities. Make sure you know what they are. 14. Describe 4 different techniques for serving people who are blind or vision impaired? o Use everyday language. Don't avoid words like "see" or "look" or talking about everyday activities such as watching TV or videos. o Use accurate and specific language when giving directions. For example, "the door is on your left", rather than "the door is over there". o Always ask first to check if help is needed. o Relax and be yourself. 15. Describe 4 different techniques for serving people who are deaf or hearing impaired? o Face the hearing impaired person directly, on the same level and in good light whenever possible. Position yourself so that the light is shining on the speaker's face, not in the eyes of the listener. o Do not talk from another room. Not being able to see each other when talking is a common reason people have difficulty understanding what is said. o Speak clearly, slowly, distinctly, but naturally, without shouting or exaggerating mouth movements. Shouting distorts the sound of speech and may make speech reading more difficult. o Say the person's name before beginning a conversation. This gives the listener a chance to focus attention and reduces the chance of missing words at the beginning of the conversation.

BSBCUS301

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