This website uses cookies to ensure you have the best experience. Learn more

Bsb Question And Answer Essay

1591 words - 7 pages

Assessment 1 – Question and Answer
1) Discuss any four ways in which you can monitor your team’s ability to meet customer service standards.

Customer feedback - the customer is the only person who can tell the company how their work is useful/helpful (as the company works to satisfy their necessities). Their feedback let the company measure their satisfaction and with this information they can improve their services / products.
Team meetings – the staff deal with the customers or at least make part in the service/product which is going to be delivery to the customer. If a problem happens and the customer doesn't write a feedback about it, but just gently comment with the staff about it. ...view middle of the document...

It’s the organisation's responsibility to make sure they are meeting the law standards and not discriminating against another person/group.
Occupational Health and Safety Act 2004 – an employer must provide and maintain for his employees a safe and without risk working environment. The organisation must have their own Policies and Procedures with the law requirements and the specific aspects of the business to define and to recommend what to do in certain situations. It also helps the employees to be aware of the problems they can face it and how to deal with it.
Privacy Act 1988 – it’s related to personal information about individuals and regulates how the companies should handle it. The organisation is responsible to the information in their data-base and how their collect, hold, use, and disclose it's important to maintain the privacy of the customers intact.

3) What is the difference between public relations and product promotion?

Public relations are the act of creating and maintaining relationships between an organisation and its public. It can be done through social media, interviews, and reports.
Product promotion is the method of spreading the word about the product/service with the intention to encouraging people to buy it. It can be done through advertising, referral, sales promotion.

4) How can an organisation establish best practice models when it comes to quality customer service?

It's a continuous process where the organisation should scan what they competitors or the leaders in the market are adopting when it comes to strategies to provide a quality customer service. Once the best practice has been identified, the organisation should compare it with their current practices and check if they can adopt and how to integrate into their business.

5) Why is it important for a business to have a policy and procedures in place for Customer Service including Handling Customer Complaints?

The company policy and procedures is a kind of a manual which contain relevant information about the business. For this reason it’s important to mention and guide in this manual how the organisation and its staff are going to service their customers and manage they complaints. A well managed service customer helps to keep the cycle of service (from the first customer contact to service delivered to the customer) always working as it should be: complete and with no dissatisfied customer.
Once this guide has been created it’s important to modify day by day as new information comes and old problems has been fixed.

6) Explain with reasons, the 4 step technique you could use to resolve a customer complain.

1st – Pay attention in what the customer is complaining about: demonstrate that you are prepared to help your customer. Show that you care and listen carefully what the complaint is and how it’s affecting your customer.
2nd – Make notes: make sure you understand the problem by writing what are the main points about the...

Other Papers Like Bsb Question and Answer

Managin Service Quality with the Balanced Scorecard

4722 words - 19 pages the year 1999, the other data to the year 2000. u The Financial Perspective The indicators for the financial perspective answer the question as to whether the library is operating in a cost-effective way. The goals comprise low costs per instance of use or per product and a high proportion of the total budget spent on the print and electronic collection. Total costs of the library per active user The total costs comprise staff costs

British Satellite Essay

1101 words - 5 pages X for e.g. which envisaged door to door selling was actually a loss making proposition with an investment of £70 million. So the underlying question remains, was this price war warranted for, “Absolutely not”. Both BSB and Sky could have collaborated and drawn a line somewhere so that they cohesively coexist in this multi- billion Pound industry. Had the two organizations agreed on using similar technology initially (Sky’s PAL technology) and

Cosc 1301 Final

4868 words - 20 pages HTML ____ are typically used to collect shipping and payment information during checkout at an e-commerce Web site. Answer Selected Answer: d. forms Correct Answer: d. forms • Question 6 1 out of 1 points PayPal is a pioneering example of a(n) ____ payment system. Answer Selected Answer: c. P2P (person-to-person) Correct Answer: c. P2P (person-to-person) • Question 7 1 out of 1 points Which

Virtual Trainning Or Real Training

9065 words - 37 pages . Chapter 3: Research Methodology Research Approach The research will use a process of elimination in order to gather quantifiable data over all 3 phases. HHC will answer a 50 question survey containing a variety of open and closed ended questions prior to the start of every phase (see Appendix A). The survey will allow the researcher along with the leaders of HHC to determine the quantifiable data needed to dictate the perceived value of the

Course Phed-1106-Py1 Walking and Fitness

1204 words - 5 pages Course PHED-1106-PY1 Walking and Fitness Test Midterm Started 6/30/13 9:22 PM Submitted 6/30/13 9:52 PM Status Completed Score 68 out of 90 points Time Elapsed 29 minutes out of 4 hours. Instructions Question 1 2 out of 2 points Who is responsible for a person's level of physical fitness? Answer Selected Answer: c. the individual Question 2 2 out of 2 points Side stitches are usually common among which group: Answer

Scm 5831 Midterm

1082 words - 5 pages | | | | | * Question 3 | | | The experience curve describes the relationship between:Answer | | | | | | | Correct Answer: |  d.  Costs and experience | | | | | * Question 4 | | | In terms of market coverage, ___________ distribution should be used for products with high value, exclusive branding:Answer | | | | | | | Correct Answer: |  b.  Selective | | | | | * Question 5 | | | In managing processes, the

Organization Behavior Midterm Quiz

935 words - 4 pages : Technical . Question 3 .4 out of 4 points Correct which managerial skill involves the capacity to analyze and solve complex and interrelated problems? Answer Selected Answer: Conceptual Correct Answer: Conceptual . Question 4 .4 out of 4 points Correct An individual who helps others achieve high levels of both performance and satisfaction is a(n): Answer Selected Answer: effective manager. Correct Answer

Why Is It Important

1473 words - 6 pages . Military discipline and effectiveness is built on the foundation of obedience to orders. Recruits are taught to obey, immediately and without question, orders from their superiors, right from day-one of boot camp. Military members who fail to obey the lawful orders of their superiors risk serious consequences. Article 90 of the Uniform Code of Military Justice (UCMJ) makes it a crime for a military member to WILLFULLY disobey a superior

Cis333 Mid

1104 words - 5 pages Current Location .HCIS333019VA016-1142-001 Networking Security Fundamentals Course-to-Course Question 1 .2.5 out of 2.5 points Correct Which of the following is a detailed written definition of how software and hardware are to be used? Answer Selected Answer: Standard Correct Answer: Standard . Question 2 .2.5 out of 2.5 points Correct Which law requires all types of financial institutions to protect

Eco550 Midterm Part 1

1024 words - 5 pages Economic profit is defined as the difference between revenue and ____. Answer Selected Answer: total economic cost Correct Answer: total economic cost . Question 2 .4 out of 4 points Correct The form of economics most relevant to managerial decision-making within the firm is: Answer Selected Answer: microeconomics Correct Answer: microeconomics . Question 3 .4 out of 4 points Correct The moral hazard

Cis 175 Final

1773 words - 8 pages ________ cabling and offers high data rates, typically in the ________ Mbps— ________ Gbps range, and long-distance limitations, typically in the ________ km— ________ km range.Answer | | | | | Selected Answer: |   fiber-optic, 155,, 20, 250 | Correct Answer: |   fiber-optic, 155,, 20, 250 | | | | | * Question 5 2 out of 2 points | | | The data rates for T3 link is ________.Answer | | | | | Selected Answer: |   44.736 Mbps

Related Essays

Cgi Question And Answer Essay

4241 words - 17 pages - 0.2 => 59A + 45 = 60A ? 12 => 45 + 12 = 60A - 59A => A = 57 4. The difference between two angles of a triangle is 240. The average of the same two angles is 540.Which one of the following is the value of the greatest angle of the triangle? A.450 B.600 C.660 D.720 Ans:D Ex:Let a and b be the two angles in the question, with a > b. We are given that the difference between the angles is 240. => a - b = 24. Since the

Walt Disney Company History Question And Answer

1062 words - 5 pages This case provides a brief history of management conflict and change at Walt Disney Company. Former CEO Michael Eisner was considered to be controversial because of his abrasive style and tendencies toward micromanagement. It was this style that strained several important relationships to the Disney Company. Though his reign as CEO during the 80’s and 90’s helped advance Disney Company, it was his conflicting management style that led to his

Read The Scenario Below, And Then In A Short Paper (1 2 Pages, Typed, 12 Point Font, 1’’ Margins) Discuss And Answer The Following Question Thoroughly And Thoughtfully, Applying Class Concepts When...

630 words - 3 pages Cross-Cultural psychology GE261 Assignment 2 Kwan Adams Read the scenario below, and then in a short paper (1-2 pages, typed, 12 point font, 1’’ margins) discuss and answer the following question thoroughly and thoughtfully, applying class concepts when possible: 1- What values of childrearing are represented by Lynn’s parenting of her son? (In other words, what parenting practices are considered acceptable in her culture and why? What

Pizza War Essay

2897 words - 12 pages -order" basis. Question 1 Does BSB, Inc. enjoy any competitive advantages or core competencies? Answer Competitive Advantage is the ability of a company to win consistently over the long term in competitive situation. Core Competencies are the unique resources and strengths that an organization's management takes into account when formulating strategies. BSB enjoys competitive advantages or core competencies in a number of ways