Analyse and report on complex complaints

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Reference no: EM132570229

Project

This assessment task requires you to review customer complaints lodged with Ozhouse Clean and to provide a briefing report to the General Manager about solutions.

SCENARIO (attached)
Last October, Ozhouse Clean signed up to a number of group buying websites to increase the demand for its services. There has been a marked increase in customers, but there has also been a significantly increased number of complaints.

Complete the following activities:

Activity 1. Analyse and report on complex complaints.
As Operations Manager, you have been asked to investigate and report on these complex complaints as it appears that the company had not investigated these situations prior to signing up with the group buying website.

Your investigation should include an analysis of the legal situation, example cases and recommendations for how to avoid this situation in the future.
Develop a briefing report that addresses:
a) Summary of the issues.
b) Analysis of relevant legislation.
c) Issues with use of group buying websites 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.

Activity 2. Manage records for customer complaints.
• Create an appropriate folder for this assessment task establishing folders as you would if you were storing this information on a workplace computer. Folders must be logical and well-organised and you will be assessed on this. Save your files within these folders and provide a screenshot of the folders and their contents to your assessor via email.

Attachment:- Manage Quality Customer Service.rar

Reference no: EM132570229

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