PART A

In your position of customer service assistant at coleworths gyms a customer enters your store complaining about a cross trainer they previously purchased that is not working. The cross trainer was purchased 11 months ago has a 12 month warranty.

The customer’s details are:

Name  : Ian Johansen

Phone: 0418758427

The store manager hierarchy is :

Store manager,3 assistant managers, customer service assistants. Experienced customer service assistants like yourself are given autonomy to deal with initial complaint?

1. What forms of effective communication would you use in dealing with a customer complain?(3marks)
2. Complete the customer complaint form (overleaf)(6marks)-No need to do this one
3. Keeping in mind all the information provided by the customer, the warranty conditions, and the Australian consumer Law, hat decision will you make in regards to this complaint. (2 Marks)
4. The customer isn’t initially happy with your resolution of the complaint.is there anything else you can do for the customer? Explain in your decision?(2 marks)
5. Write an e mail to the customer explain your decision?(5marks)
6. What will coleworths ideally do with the completed compliant form, and a copy of the e mail you sent the customer?(2 marks)
7. Your customer is still not happy with the resolution of their compliant. Would you refer it to other personnel? WHY?(3marks)
8. Who will you refer it to ,and what details will you provide that person with ?(3marks)
9. You forwarded the complaint a week ago, but haven’t heard back from that staff What will you do ?(1mark)
10. What are the implications of this complaint for (2 marks each)
11. the customer
12. The organization

11. How could you evaluate your handling of your compliant? How could you improve your complaint resolutions skills?(2 marks)

PART B:

Prepare a document to staff on the steps to be taken when receiving a customer complaint.(10 Marks)