• Internal Code :
  • Subject Code : BSBCUS501
  • University : Victoria University
  • Subject Name : Management

Ans 1:

OzHouse Legislation Regulations Report

Ozhouse requires taking legislation and regulations into consideration which involves both the consumers and the employees as per the Australian Consumer Law (ACL).

As per the Australian Consumer Law, whenever a customer buys a productor serviceit comes with automatic assurancesthat it will work successfully.If something wrong is purchase then the customer can take help of the consumer rights. So, if the company Ozhouse cleaner fails in giving the facility which is promised or if it fails to fulfil acustomerassurance or hopes, they the customer has right to request for a replacement, repair, or refund as per the law. The laws indicate the displaying of prices. The company should display genuine prices.

The bill should be provided to the customer(Dai, Yu & Zhao, 2019). If services are provided whose value is more than $75 (excluding GST), then the customer should be provided with a bill. Receipts must recognise the supplier and date of supply. The customer can request for compensation if the service provided is not right. It can be in the form of a refund.The company’s action plan is to improve thecleaning and employee customer servicing skills.

Our cleaning staffs

If the company does wage theft with the staffs or there is unsafe practice in the company then special consideration should be given in promoting fairness and workplace rights. The company should follow the Fair Work Act 2009.

Ans2:

The customers service strategy for the company is as follows:

Strategies

(what)

Actions

(how)

Priority

(L/M/H)

Time

Frames

(when)

Performance Indicators

(measurement)

Professional and friendly service

Deliver customers with a professional and friendly facility

high

1 month

high

Best practices

Implementing best practices in operations,cleaning which includesecologically sustainable practices(Wieland, Hartmann &Vargo, 2017).

high

1 month

high

Quality and consistency of service provided

Deliver customers with aQuality and consistency of facility

high

1 month

high

Customer feedback mechanisms

Develop a Customer feedback mechanisms

low

2 months

medium

Ans 3:

Subject: Giving information about the regulations report and customer service strategy

Dear Mr. Xyz,

This email is regarding giving information about the regulations report and the customer service strategy. Kindly, check the attached files for the same.

I hope after reviewing the reports there will be a need to organise a meeting for the discussion on the reports. The meeting will be 30 minutes long and it will be conducted on Monday that is 25th may 2020.

Thanking you.

Yours Sincerely,

Abc

Organization

Ans 5:

Revised Customer Service Strategy

There is a need for developing a customer service charter (Lee & Lee, 2020). This will help the company to inform the customers regarding the expectations which the customers can keep from the company. The customers can also provide their valuable feedback and can mention their complaints.

Ans 7:

Subject: Giving information about therevised customer service strategy

Dear Mr. Xyz,

This email is regarding giving information about the revised customer service strategy. Kindly, check the attached file for the same.

As per the discussion in the meeting the customer service strategy has been revised. The required changes have been incorporated in the revised customer service strategy.I hope this strategy will help to increase customer satisfaction.

Thanking you.

Yours Sincerely,

Abc

Organization

References

Dai, T., Yu, T., & Zhao, X. (2019).Decision Strategy of Single Server Online Customer Service with Variable Service Rates.In 2019 International Conference on Industrial Engineering and Systems Management (IESM) (pp. 1-6).IEEE.

Lee, S. M., & Lee, D. (2020). “Untact”: a new customer service strategy in the digital age. Service Business14(1), 1-22.

Wieland, H., Hartmann, N. N., &Vargo, S. L. (2017). Business models as service strategy. Journal of the Academy of Marketing Science45(6), 925-943.

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