Assignment Week 3

BSBCUS401B

Coordinate Implementation Of Customer

Service Strategies

Present : 1st December 2014

Although the rating scale of Statement When the staff promise

to do something by a certain time, they do so is 3.5 but many
students wrote in comment is that some staffs do not
respond their request by certain time. (We consider not
only rating scale, but also all comments.)
5
4.5
4
3.5
3
2.5
2
1.5

3.5

3.5

3.5

4.5

1
0.5
0
When I have a
The staff respect rule
When the staff
problem,
of confidentiality when
promise to do
administrative staff I disclose information
something by a
show a sincere
to them
certain time, they do
interest in solving it
so

Students are treated Administrative staff

equally by the staff have good knowledge
of the systems

 After we know that problem, we conduct an informal

meeting with Admin staffs and Head Admin staff.
We talked about the problem, let Admin Staffs explain the
situation, share their opinion and encourage them to develop
potential solution with the Manager.
This informal meeting let manager reach some ideas from
staffs which they could do or not or they have alternative
solutions, and ask about the probability of how to solve the
problem.

The strategies and solutions

After meeting, we have solutions for the problem which are
the following ;
Set the rule that staffs must complete any action to the student
request not later than 1 week (If it is general matters).
Create file from Microsoft Excel that will help staffs manage their job
and solving the relevant problems quickly, and share on intranet.
All staffs have to write requests (details and due date) on the board,
so they will know the priority and they can alert other staffs.
Once student make a requests/complaints, staffs will let them know
how progress of the process.
Staffs have to follow-up their respond to make sure that students are
satisfied with the solution.
Head Admin Staff check and review all requests/complaints every
week, then do a report.
Manager review report every month.

The resources
Human

Make a suggestion box

Create request/suggestion/complaint form
Create timetable on noticeboard that include
student name, detail of request/problem, Due date
Alert other staff

Material

Board , Paper , Pen , Ink , Box

Physical

Computer , Printer , Photocopier

Our Solution
Formal meeting : 28th November 2014

(With Academic Manager and Student Services Manager)

Timetable on noticeboard
Why we should implement this solution
Cheap cost

Easy to know
Staffs can alert each other

Budget Planning
Item

Amount / Activity

Total

Board

2 boards @ $12 each

$24

Box

1 box @ 10

$10

Paper

1 ream @ $5.5

$5.5

Ink

50 pages @ 2c each

$1

Labour

2 hours @ $25 per hour

$50
$90.5

Action Plan
Steps to be
performed

Who will
perform
the

Time frame

Make a suggestion box

Student
Services Officer

1 hour

Create request/complaint
form and print them out

Student
Services Officer

1 day

Create timetable on
noticeboard

Administration
Officer

2 hour

Create file from Microsoft

Excel

Administration
Officer

2 hour

Let students know ACC

launch this project

Academic
Coordinator

1-2 weeks

Customer feedback
We get customer feedback by using
Complaint form ; the number of
complaint form should less than before.
Ring up and ask students for feedback;
they satisfied or not satisfied from our service.
Make a mystery complaint case; check
that this case take time more 1 week or not,
and check the status of process

Resolving Customer Complaints

Making a complaint
Call us on + (612) 9211 1113
Visit office : talk with our staff or fill in
complaints/suggestion form

Online complaints form

Resolving Customer Complaints (2)

Customers make a complaint

Customers

Admin Staff

Collect all complaints from all ways,

at the end of the day.
If it urgent, the problem will send to
Head Admin Staff immediately .

Head
Admin
Staff

Divide the categories of problems,

then review first
Check the information and resolve if it
is able to handle the complaint

Manager

Manager will solve the complaints that

complex or Head Admin Staff couldnt
make a decision.

Resolving Customer Complaints (3)

Offer a
Solution

Solve their problem be it with their originally

requested

Follow-Up

follow-up with them to make sure that they

are satisfied with the solution

Resolution

If the customer is not happy, the manager

will apologize and will talk to them individually
and find out the alternative solution

We'll do everything we can to resolve your complaint as soon as

we receive it.