BSBCUS501: Manage Quality Customer Service – Ozhouse Clean – Report Writing Assessment Answer

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Code: BSBCUS501

BSBCUS501: Manage Quality Customer Service Assessment Answer

Assignment Task: BSBCUS501

Complex Complaints Briefing Report

a. Summary of the issues

b. Analysis of relevant legislation.

c. Issues with use of group buying web sites for businesses, including benefits and pitfalls.

d. Recommendations for actions, including response to the customers, as well as recommendations that can be adopted internally to avoid this situation reoccurring.

Email 1 from customer:
Received: 3 February 2016 11 am
Logged 3 February 2016 12 noon
Response sent out: 6 February 9 am

Hi there BSBCUS501
I am interested in getting a quote to clean my house. I am not sure whether weekly or fortnightly will be better so if you could send me the pricing for both that would be great. I think I would need approximately 3 hours cleaning for the size of my house.
Can you tell me about why I should use your services in preference to those of other companies?
Kind Regards
Jan Morrison

Response to customer (sent 6 February 9 am): BSBCUS501

Dear Jan
Thank you for you contacting us about our services.
Regarding the cleaning service that would best meet your needs, we recommend a three hour weekly clean. This is our most popular service and includes a full clean of all areas of your house, including living areas, bedrooms and bathrooms.
Taking up a weekly clean also gives you the benefit of a 20% discount which reduces the total weekly price from $95 to $85.50.
We look forward to welcoming you as one of our customers. At Ozhouse Clean, we pride ourselves on the service we deliver to all of our customers. The advantages we offer customers including fully trained, insured staff who use safe cleaning procedures at all times.
We also have a 24-hour service guarantee. if something isn’t done as expected, notify us within 24 hours and we’ll return to clean that part off the job free of charge.
I have also attached a list of the services we offer for your information. Please feel free to contact us if you have any questions.
Kind Regards
Customer Service Officer

Ozhouse Clean BSBCUS501
List of Services
The Ozhouse Clean Advantage
? Fully trained staff
? All staff insured
? Safe cleaning procedures
? All work is backed up by our 24-hour service guarantee: if something isn’t done as expected, notify us within 24 hours and we’ll return to clean that part off the job free of charge Call now. We’re confident you won’t find a better cleaning service Our Services.
At Ozhouse Clean we come to your house and do your cleaning for you.
As an add-on service, we can also do your ironing, change beds and general tidying.
We come to your home for a minimum of two hours and can stay as long as you like after that.
Book us for your regular weekly, fortnightly or monthly clean and we’ll show you the Ozhouse Clean difference.
We can also do Spring cleans for you which we charge at a fixed rate.
Pricing
Regular clean
This service includes full cleaning of living areas, bedrooms and bathrooms.
Ozhouse Clean regular cleaning services are priced at the following rates:
First 2 hours (minimum charge): $70
Each additional hour thereafter: $25
10% discount when you sign up for fortnightly clean for minimum 6 months.
Spring clean (blitz)
Our spring clean service is designed for customers who don’t’ want a regular cleaner but every now and again want someone to come in and do a spring clean.
4 hours blocks at $110 per block.

This document is List of Services. BSBCUS501
It is part of the supporting assessment resources for Assessment Task 3 of BSBCUS501.

BSBCUS501 Manage quality customer service
Vocational Training Institute RTO 41111 CRICOS 03487C
Version 5.0
New Services
Bond cleaning BSBCUS501
Our bond cleaning service will give you a 100% guarantee that you will get your bond back.
Minimum time of 6 hours at $150.
Additional hours on top of the six hours are charged at $27 per hour.
Eco-Clean
Do you care about the environment? We have a new cleaning service for you where we only use environmentally friendly cleaning products.
This service includes full cleaning of living areas, bedrooms and bathrooms using only eco- friendly products.
Ozhouse Clean Eco-Clean services are priced at the following rates:
First 2 hours (minimum charge): $80
Each additional hour thereafter: $30
10% discount when you sign up for fortnightly clean for minimum 6 months. BSBCUS501

Oven cleaning
Fed up of cleaning your oven? Use our one-off oven cleaning. We can include this as part of your regular cleaning services at a one-off price of $25.

New products BSBCUS501
We’ve teamed up with NatureCare Products to offer all of our customers the opportunity to buy high quality, environmentally friendly cleaning products.
Prices are as follows:
NatureCare Products Indoor/outdoor Surface Cleaner $35
NatureCare Products Kitchen and Bath Cleaner $20

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