PROJECT

P O RT F O L I O

STUDENT VERSION

BSBOPS305

PROCESS CUSTOMER
COMPLAINTS
BSBWRT301 Write simple documents Trainer Guide
First published 2021

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Business Works is a series of training and assessment resources developed for qualifications within the Business Services
Training Package.

Section 1: Establish customer complaint requirements 6

Section 2: Receive and process customer complaints 8
Section 3: Resolve complaints 12
Student name: ANDREA MARCONI

Assessor: Paul BOOTH

Date: 18/06/2022

Business this assessment Janson’s Furniture

is based on:

Description of customer Client has bought a lounge suite (one two-seater, one three-
complaint 1: seater) from your store six months ago. The leather has peeled
badly on the arms. The client is very disappointed as this was a
very expensive suite. The lounge is under warranty.

Description of customer The client came to test chairs for a dining table she has ordered
complaint 2: from another store. she was told the chairs were in stock, but
when the client arrived, they are not. This is frustrating as the
client made the trip based on the information the receptionist
gave me when she called.

Description of customer The client purchased a rug from the store over the weekend.
complaint 3: When the client placed the rug in his TV room, the colour does
not quite match as well as he thought it would. The sales
representative told him that he could not swap it as the
packaging was damaged.

BSBOPS305 Process customer complaints | 5

 Section 1: Establish customer complaint requirements

To complete this section, you must read through your business’ policies and procedures as well
applicable legislation, codes of practice and standards. If you are using your own business, attach the
relevant Policies and Procedures to this section of your Project Portfolio.

Legislative and regulatory The Australian Consumer Law sets out consumer rights that are
requirements called consumer guarantees. These include your rights to a repair,
replacement or refund as well as compensation for damages and
Explain the purpose of the loss and being able to cancel a faulty service.
Australian Consumer Law
and how it protects
consumers’ rights. Under the Australian Consumer Law, when you buy products and
services they come with automatic guarantees that they will work and
Outline the consumer do what you asked for.
guarantees that apply for
Businesses must guarantee products and services they sell, hire or
both products and services
lease for:
under the Australian
Consumer Law.  under $100,000
 over $100,000 that are normally bought for personal or
List types of products are household use.
covered by the consumer
guarantee. Business vehicles and trailers are additionally covered, regardless of
cost, if they are utilized for the most part to move products.
Which services are
covered by the consumer Organizations should give these programmed ensures no matter
guarantee? what some other guarantees they provide for you or sell you.

Why is it unlawful for a Assuming a business neglects to convey any of these ensures, you
have purchaser privileges for:
retailer to display a sign to
say that no refunds are • fix, substitution or discount
provided?
• dropping an assistance
Whether consumers are
• remuneration for harms and misfortune.
legally entitled to a refund
or replacement if they Signs communicating 'No limits' or 'No limits or exchanges at a deal
change their mind. things' are unlawful, as they derive that it's unreasonable to have a
decent lot of cash returned under any condition, including for
Identify at least one inadequate things. The customer guarantee opportunities really
regulatory body apply, actually.
responsible for regulating
The Australian Competition and Consumer Commission (ACCC) is a
consumer law. free Commonwealth legal power whose job is to uphold the
Competition and Consumer Act 2010 and a scope of extra regulation,
advancing rivalry, fair exchanging and directing public framework to
support all Australians

Codes of Practice and The Customer Service Code of Conduct explains the expected
Standards behaviour for employees in customer service roles.
Identify one Code of Values

BSBOPS305 Process customer complaints | 6

Practice related to As a customer service representative, demonstrate:
customer complaints.
 cheerfulness
What are the main
 empathy
provisions of the code?
 responsiveness
Identify one Standard
related to customer  respect
complaints.  honesty.
What are the main Conduct
provisions of the standard?
Remember that our business and your work exist in view of
our clients. As you go about your business:
• Grin.
• Welcome clients such that shows them that you are
glad to serve them.
• Change your degree of commitment to every client's
interesting requirements.
• Know your client's names and figure out how to utilize it
while communicating with them.
• Talk in a quiet and low tone.
• Honour the guarantees made by Jansons to the client.
• Assuming you find that a client grievance was the
client's shortcoming, protect their respect without humiliating
them.
• Update the client on the situation with their grievance
or solicitation.
• Give the right data to clients.
• Never share the clients' private data without their
assent.
• Show equivalent regard for all clients.
• Pay attention to clients to gather current realities and
grasp their requirements.
• Continuously stay formed and act expertly.
• Try not to trust that issues will detonate - take care of
possible issues as they are creating.
• Utilize positive language - don't censure or denounce.
Be pleasant and gracious.

Organisational  Complaint Handling Policy and Procedures

requirements
 Policy Purpose
Which policy and

BSBOPS305 Process customer complaints | 7

procedures are relevant to  We value complaints, as they help us to improve our
customer complaints? products, services, and customer service.
Explain organisational  This policy has been designed to assist both customers
requirements for: and staff.
 how to assess  Janson’s Furniture is committed to consistent, fair, and
customer complaints confidential complaint handling and to resolving
complaints as quickly as possible. We aim to make it easy
 how to document
for people to make a complaint if they are dissatisfied and
customer complaints
we will treat all customers making a complaint equally.
 which customer
 Our complaint handling policy and procedure is included
complaints require
on our web site.
escalation
 organisational
escalation procedures Recording complaints
(including relevant
All complaints made, verbal or written, will be kept in our
personnel)
objections structure at the time the grievance is made, or at
 options for resolving the earliest opportunity thereafter. The grumbling will be
customer complaints recorded by the staff part who took the subtleties.
 communication Then again, clients can download our complaint structure from
practices when our webpage and complete it themselves.
referring complaints,
While taking a complaint, staff will record the name and
seeking advice or
contact nuances of the client, as well as all applicable data of
negotiating outcomes.
the protesting including the date.
Nuances of all correspondence with the client and any
exercises to decide the complaint will be kept in a comparable
spot.
All fights will in like manner be put into the association's
complaint register which will be assessed at quarterly
organization social events to look at reliable improvement and
obstruction measures.
All fights will be actioned by the Customer Service Officer or in
complex matters, implied the Sales Team Leader or Store
Manager. All fights associated with the display of a staff part
should be implied the Sales Team Leader. If the complaint is
about the Sales Team Leader, it should be suggested the
Store Manager.
Clients' own nuances or nuances of their dissent will not be
uncovered to outcasts with the exception of assuming we have
their created consent.
Informing customers of progress
We endeavor to determine all grumblings inside 10 work long
stretches of receipt. Composed grumblings will be recognized

BSBOPS305 Process customer complaints | 8

 inside 2 work days.
Clients will be given a sign of the time period at the time they
submit their question and a more exact time span for the goal
of the grievance in the affirmation. Clients will be educated
regarding the advancement of their objection consistently,
particularly in the event that there are any deferrals or changes
to what has been concurred.
A standard letter will be given educating with respect to the
result of the objection and giving timetables e.g., for fix or
substitution of an item.

Escalation of complaints
If a complaint cannot be resolved by the usual complaint
process, it should be referred to a store manager and the
customer will be informed and given an amended timeframe
for resolution.
If we cannot resolve the complaint to the customer’s
satisfaction, we will inform them about where they can take
further action i.e., Consumer Affairs. We will provide contact
details for this.

Communication techniques
• Effectively tune in and makes notes.
List four key
communication skills that • Recognize the client's interests and express gratitude toward
them.
should be utilised by staff
when dealing with • Apologize for the effect or the burden caused.
customer complaints.
• Seek clarification on some pressing issues and sum up your
Identify four ways of comprehension.
dealing with an upset,
• Concur and make sense of the moves you will initiate
frustrated or angry because of their grievance.
customer.
• Request criticism on the following stages.

 Listen.
 Apologise to difficult customers.
 Handle angry customers by showing empathy.
 Maintain a calm tone of voice
 Use the customer's name.
 Build and maintain trust.
 Don't take difficult customers personally.
 Handle angry customers using positive language.

BSBOPS305 Process customer complaints | 9

Attach: Policy and procedures (if using your own business)
CASE STUDY PROVIDED IN MOODLE HAS BEEN ☒
USED

BSBOPS305 Process customer complaints | 10

 Section 2: Receive and process customer complaints

Complete this section to provide evidence of how you assessed three customer complaints. Attach proof of how you documented each complaint and required
actions according to organisational policy.

Complaint 1 Complaint 2 Complaint 3

lounge suite with the leather has Client frustrated because wanted to Rug bought but it does not match with
peeled badly on the arms. It’s under try some chair for her table. Was told furniture it would change it as the
warranty. the chair were available in store but packaging is damaged
when arrived they were sold out.

What are the The lounge suite the client bought has Absence of product even though the Change of mind due to mismatch of
implications of the peeled on the arm client colour at home
complaint for the
It is under warranty was told differently
customer?

What are the Bad reputation Bad reputation Bad reputation

implications of the
Loss of sales Bad customer service Loss of sales
complaint for the
organisation? Loss of clients Loss of clients

BSBOPS305 Process customer complaints | 11

 Complaint 1 Complaint 2 Complaint 3
lounge suite with the leather has Client frustrated because wanted to Rug bought but it does not match with
peeled badly on the arms. It’s under try some chair for her table. Was told furniture it would change it as the
warranty. the chair were available in store but packaging is damaged
when arrived they were sold out.

Should the complaint No need to escalate can be solved at This complaint should be escalated as This protest ought to be raised to the
be escalated? customer service level the customer service over the phone board as the bundling is harmed and
should have done differently costumer administration has not ability
Note: At least one
management need to clarify and solve to support the change.
complaint should be
with client
escalated.

What additional From the client I just need the proof of To solve the complaint management, I need proof of purchase from clients
information is purchase and the lounge can be fixed need to know: and of course photos of the rug and
required to resolve the packaging damaged of the rug
We also need photo of the lounge if Time of the call as probably the chairs
complaints that are
possible as they are additional proof were available when the client called
not escalated?
for warranties but then sold out
Note: At least one
complaint should be
addressed (it does
not require
escalation).

BSBOPS305 Process customer complaints | 12

Complete this section to provide evidence of how you informed relevant stakeholders of the complaint.

Complaint 1 Complaint 2 Complaint 3

lounge suite with the leather has Client frustrated because wanted to Rug bought but it does not match with
peeled badly on the arms. It’s under try some chair for her table. Was told furniture it would change it as the
warranty. the chair were available in store but packaging is damaged
when arrived they were sold out.

Inform customer Details of the person making the Name: Amy Junger Name: Adrian Shine
complaint
How did you inform Address: 2 Pinker Place, Boland, VIC Address: 34 Apple Drive, Boland, VIC
the customers that Name: James Dunstan 3065 3065
their complaints
Address: 4 Priory Court, Boland, VIC Phone: (03) 9038 1234 Phone: none
have been received?
3065
Mobile: 0456 345 321 Mobile: 0435 421 567
Attach proof to this
Phone: (03) 9008 0065
section of your 18/06/2022 18/06/2022
Project Portfolio. Mobile: 0490 067 453

Remember to follow 18/06/2022

Re. Receipt of complaint Re. Receipt of complaint
organisational
policies and
Re. Receipt of complaint
procedures. Dear Amy Junger Dear Adrian Shine
I am writing to advise of the receipt of
Dear James Dunstan your complaint about change of mind
I am writing to advise of the receipt of
of the rug.
your complaint about chair out of
stock.
I am writing to advise we have
correctly received your complaint We are currently auctioning your
about the peeled arm of your lounge complaint and will advise you of the
We are currently auctioning your
suite. outcome in writing within 10 days of
complaint and will advise you of the

BSBOPS305 Process customer complaints | 13

Complaint 1 Complaint 2 Complaint 3
lounge suite with the leather has Client frustrated because wanted to Rug bought but it does not match with
peeled badly on the arms. It’s under try some chair for her table. Was told furniture it would change it as the
warranty. the chair were available in store but packaging is damaged
when arrived they were sold out.

outcome in writing within 10 days of the date of this letter.

the date of this letter.
At Janson’s we value all of customers
and strive to resolve all customer
Yours sincerely
complaints to the satisfaction of our
Yours sincerely
customers.
Andrea Marconi
Andrea Marconi
We are currently auctioning your Customer Service Officer
complaint and will advise you of the Customer Service Officer
outcome in writing within 10 days of
the date of this letter.
This part of the project portfolio has
This part of the project portfolio has
been copied and paste from the case
been copied and paste from the case
study and adapted with the client
study and adapted with the client
details following each complaint thus I
Yours sincerely details following each complaint thus I
would appreciate if you do not
would appreciate if you do not
Andrea Marconi calculate as plagiarism.
calculate as plagiarism.
Customer Service Officer Thank you
Thank you

This part of the project portfolio has

been copied and paste from the case
study and adapted with the client

BSBOPS305 Process customer complaints | 14

 Complaint 1 Complaint 2 Complaint 3
lounge suite with the leather has Client frustrated because wanted to Rug bought but it does not match with
peeled badly on the arms. It’s under try some chair for her table. Was told furniture it would change it as the
warranty. the chair were available in store but packaging is damaged
when arrived they were sold out.

details following each complaint thus I

would appreciate if you do not
calculate as plagiarism.
Thank you

Escalate issues Complete only if escalation is Complete only if escalation is Complete only if escalation is
required. required. required.
Draft an email to at
least one relevant To: senior management To: senior management
internal stakeholder
Subject: bad customer service Subject: customer change of mind
to escalate relevant
provided
complaints here. Dear Senior Management,
Dear Senior Management,
Hope you are well.
I am writing this email to inform you
I am writing to seek for an advice
that we recently received a complaint
about a client complaint as per our
from one of our client telling us that
policy and procedure we can return
she wanted to come in the store to try
items only if as when purchased thus
some f our chair to match to her table
not used or damaged.
bought in another store.
Mr. Adrian Shine purchased a rug over
The customer service over the phone
the weekend and he did not like it
told her that the chairs were available
once home now the package is
but by the time she came in the chair
damaged. Could I have permission for
were sold out.
exchange or refund?

BSBOPS305 Process customer complaints | 15

 Complaint 1 Complaint 2 Complaint 3
lounge suite with the leather has Client frustrated because wanted to Rug bought but it does not match with
peeled badly on the arms. It’s under try some chair for her table. Was told furniture it would change it as the
warranty. the chair were available in store but packaging is damaged
when arrived they were sold out.

She is very frustrated about the Kind regards

matter.
Andrea Marconi
I think bad customer service has
Customer Service Officer
possibly been provided however we
have requested additional details such
as time of call to understand the actual
stock of chair we had when the client
called.
I would really appreciate your help in
solving this compliant.
Kind regards
Andrea Marconi
Customer Service Officer

Date Complainant Person Description of Cause Resolution/Requir Comments Systemic improvement

BSBOPS305 Process customer complaints | 16

 name responsible complaint ed action required

16/06/202 James Andrea Client has Arm peeled It is under warranty n/a n/a
2 Dunstan Marconi bought a the lounge will be
lounge suite repaired
(one two- immediately
seater, one
three-seater)
from your store
six months
ago. The
leather has
peeled badly
on the arms.
The client is
very
disappointed
as this was a
very expensive
suite. The
lounge is under
warranty.

16/06/202 Amy Junger Andrea The client Chair out of Apologize with n/a Make sure receptionist tell
2 Marconi came to test stock client verify timing short in stock to client
chairs for a of call and when
dining table the chairs went sold
she has out
ordered from

BSBOPS305 Process customer complaints | 17

 another store.
she was told
the chairs were
in stock, but
when the client
arrived, they
are not. This is
frustrating as
the client made
the trip based
on the
information the
receptionist
gave me when
she called.

16/06/202 Adrian Shine Andrea The client Change of Acknowledge n/a n/a
2 Marconi purchased a mind complaint receival
rug from the ask final decision to
Packaging
store over the senior management
damaged
weekend.
When the client
placed the rug
in his TV room,
the colour does
not quite match
as well as he
thought it
would. The

BSBOPS305 Process customer complaints | 18

sales
representative
told him that he
could not swap
it as the
packaging was
damaged.

BSBOPS305 Process customer complaints | 19

Customer Complaint Form
Date of complaint: 16/06/2022
Time: 11.35 am
Complaint Received by: Janice White, Receptionist
Method by which complaint was made:

Phone In person Letter Email

Details of the person making the complaint

Name: James Dunstan
Address: 4 Priory Court, Boland, VIC 3065
Phone: (03) 9008 0065
Mobile: 0490 067 453

Description of complaint:

I bought a lounge suite (one two-seater, one three-seater) from your store six months
ago. The leather has peeled badly on the arms. I am very disappointed as this was a
very expensive suite. It’s under warranty.

Please return this form to us at Jason’s Furniture, 88 Equipment Drive, Walsend NSW 2200

Office use only

What action was taken?

BSBOPS305 Process customer complaints | 20

________________________________________________________________________________loung
e under warranty thus the client have the right to change it with no additional costs.

Was this matter satisfactorily resolved? Yes No

Was letter of outcome sent to person making complaint? Yes No

Customer Complaint Form

Date of complaint: 16/06/2022
Time: 12.30 pm
Complaint Received by: Alice Sorting (Sales representative)
Method by which complaint was made:

Phone In person Letter Email

Details of the person making the complaint

Name: Amy Junger
Address: 2 Pinker Place, Boland, VIC 3065
Phone: (03) 9038 1234
Mobile: 0456 345 321

Description of complaint:

I came to test chairs for a dining table I’ve ordered from another store. I was told the
chairs were in stock, but when I arrived, they are not. This is frustrating as I made the

BSBOPS305 Process customer complaints | 21

 trip based on the information the receptionist gave me when I called.

Please return this form to us at Jason’s Furniture, 88 Equipment Drive, Walsend NSW 2200
Office use only
What action was taken?
________________________________________________________________________________
_ Apologize with client verify timing of call and when the chairs went sold out
Additional discount to client provided to be used by 4/10/22___________

Was this matter satisfactorily resolved? Yes No

Was letter of outcome sent to person making complaint? Yes No

Customer Complaint Form

Date of complaint: 16/06/2022
Time: 09:10 pm
Complaint Received by: Janice White, Receptionist
Method by which complaint was made:

Phone In person Letter Email

BSBOPS305 Process customer complaints | 22

Details of the person making the complaint
Name: Adrian Shine
Address: 34 Apple Drive, Boland, VIC 3065
Phone: none
Mobile: 0435 421 567

Description of complaint:

I purchased a rug from your store over the weekend. When I placed the rug in my TV
room, the colour does not quite match as well as I thought it would. The sales
representative told me I could not swap it as the packaging was damaged.

Please return this form to us at Jason’s Furniture, 88 Equipment Drive, Walsend NSW 2200
Office use only
What action was taken?
________________________________________________________________________________
_ Acknowledge complaint receival ask final decision to senior management
offer an exchange of the rug with any other item you additionally can request a gift card f the value of
the rug which you can send by September 2022.

Was this matter satisfactorily resolved? Yes No

BSBOPS305 Process customer complaints | 23

Was letter of outcome sent to person making complaint? Yes No

Attach: Document complaints (e.g., Complaints Register) ☒

Informing customer that their complaint has been received according to organisational policy and
☒
procedures

BSBOPS305 Process customer complaints | 24

 Section 3: Resolve complaints

Complete the table below to identify and analyse options to resolve complaints.

Plan to resolve complaints Complaint 1

Which complaints must Suite lounge harmed with arm stripped we really want to tackle
you still resolve (those that the objection we will hold a gathering and investigate the
were not escalated in grumbling and the choices we should settle it like proposition
Section 2)? the change to the client as the parlour s under guarantee
Which problem solving complaint 2
technique will you use to
We need to apologise with client in the first instance verify
identify and analyse
when the product went out of stock and eventually give a
options to resolve the
discount on her next purchase to the client. I would also ask to
complaint(s)?
the client which would be a good complaint resolution

Problem solving Complaint number 1 (peeled arm)

Use your problem-solving Not escalated immediately solved as the lounge is under
technique to identify and warranty
analyse options to resolve
Option 1 offer exchange pro client happy cons high
the complaints here.
expenses
Do separate problem
Option 2 offer to fix the arm of the lounge pro lower cost
solving for each complaint
that was not escalated. Cons possible unhappy client

Identify at least two options

per complaint. Option Recommendation and why
Choose the best option. Lounge under warranty option is to change the lounge

Complaint number 2 (chair out of stock)

Option 1 Apologise to client and ask for possible complaint
resolution give a discount on next purchase to client could be
one solution. Pro happy client con high costs
Option 2 apologise with client pro lower cost cons unhappy
client

BSBOPS305 Process customer complaints | 25

 Option Recommendation and why
Apologize to client and request conceivable grumbling goal
give a rebate on next buy to client could be one arrangement.

Complaint number 3 (rug packaging damaged)

Escalated to senior management for consultation I would
choose to exchange the rug with another item, other option
could be refund or give client a gift card of the amount of the
card and the client can spend it in 6 months time

Confirm that legislative, • Smile to client

organisational and code of
• Welcome clients such that shows them that you are
practice requirements are
glad to serve them.
met by the best option
• Change your degree of commitment to every client's
Provide an example of how
special necessities.
legislative requirements
are met by the options. • Know your client's names and figure out how to utilize it
while connecting with them.
Provide an example of how
organisational • Talk in a quiet and low tone.
requirements are met by • Honour the guarantees made by Janson’s to the client.
the options.
• Assuming you find that a client grievance was the
Provide an example of how client's shortcoming, save their pride without humiliating them.
code of practice
• Update the client on the situation with their grievance
requirements are met by
or solicitation.
the options.
• Give the right data to clients.
• Never share the clients' private data without their
assent.
• Show equivalent regard for all clients.
• Pay attention to clients to gather current realities and
figure out their requirements.
• Continuously stay formed and act expertly.
• Try not to trust that issues will detonate - take care of
possible issues as they are creating.
• Utilize positive language - don't censure or denounce.
Be amenable and polite.
All the above code of conduct requirements were
accomplished by the staff
At Janson we have 2 years guarantee hence the parlor can be
traded and we are in accordance with the timing
As the 2 years guarantee we are regarding the guarantees

BSBOPS305 Process customer complaints | 26

 made to the client at the hour of the buy
committing an error about item accessibility isn't specifically
covered under the shopper regulation. In this way our choice
to determine isn't illegal.

Complete the template below to provide a written summary of the complaints analysis. If your business
requires you to use a different template, use it instead.

Complaint Resolution Analysis Report

Complaint description Analysis of options

Complaint 1 Requested proof of purchase to client

lounge suite with the leather Requested photo of the lounge to the client
has peeled badly on the
Lounge will be repaired as it is under warranty
arms. It’s under warranty.
If warranty allow exchange with new one, it will be exchanged

Complaint 2 Check season of call and load of seat

Client frustrated because There is plausible to unavailable after the call
wanted to try some chair for
Receptionists need to apologize with client and next time
her table. Was told the chair
make the client mindful of low in stock
were available in store but
when arrived they were sold Request client for most ideal choice from objection goal
out. Offer rebate for next buy to client

Complete the table below to summarise your meeting. If your meeting was not viewed in person by your
assessor, attach a recording of the meeting to this section of your portfolio.

BSBOPS305 Process customer complaints | 27

Schedule meeting
Insert a screen shot
of how you used a
digital tool to
schedule the
meeting.

Document the
meeting outcomes
clearly and
accurately
according to your
organisational
requirements and
escalate one
outstanding matter.
Make sure you
document the
outcomes for each
complaint.
If you are using the Name: Amy Junger
case study:
Address: 2 Pinker Place, Boland, VIC 3065
 draft an email
to the team Phone: (03) 9038 1234
leader Mobile: 0456 345 321
summarising
18/6/2022
the meeting
outcomes and
escalate the Re. Outcome of complaint
outstanding
matter for the
team leader’s Dear Amy Junger
attention.
 write letters
I am writing to advise of the outcome of your complaint about chair out
(using the
of stock.
template in the

BSBOPS305 Process customer complaints | 28

 Simulation
Pack) to each
At Janson’s we value all of customers and strive to resolve all
person who
customer complaints to the satisfaction of our customers.
complained
explaining the
outcome and I am writing to advise you that we solved your complaint and we offer
attach them to you a 20%discount on your next purchase to be used by 06/09/2022
the portfolio.
If you are using
Please contact us if you have any further question or concern.
your own business,
attach proof to this The discount code is: JUNGER20OFF
section of your
It can be used online and instore by presenting this email or inserting
portfolio.
the code while checking out.

Yours sincerely
Andrea Marconi

Name: Adrian Shine

Address: 34 Apple Drive, Boland, VIC 3065
Phone: none
Mobile: 0435 421 567
18/6//2022

Re. Outcome of complaint

Dear Adrian Shine

I am writing to advise of the outcome of your complaint about rug

packaging damaged.

At Janson’s we value all of customers and strive to resolve all

customer complaints to the satisfaction of our customers.

I am writing to advise you that your complaint has been escalated to

our senior management who has provided us a resolution for your
complaint.
He apologises for the inconvenience happened to you and kindly offer
an exchange of the rug with any other item you additionally can

BSBOPS305 Process customer complaints | 29

 request a gift card f the value of the rug which you can send by
September 2022.

Please contact us to acknowledge your decision and make sure we

can arrange the exchange for you.

Yours sincerely
Andrea Marconi

Attach: Complaint resolution analysis report (if using own

☒
template)

Meeting (if not viewed in person by your assessor) ☒

Documented meeting outcomes (e.g., letters to

☒
customers)

Attachment - Meeting Summary

Date 05/4/2022
ATTENDEES: ANDREA MARCONI – SENIOR MANAGEMENT

Client 1 we took a gander at a few choices including discount we concurred we would it be advisable for
It is under guarantee the parlour will be fixed right away
Client 2 - we took a gander at the circumstance we concurred the arrangement is Apologize to client and
request conceivable grumbling goal give a markdown on next buy to client could be one arrangement.
we will likewise give more preparation to staff
Client 3 - we talked about the bundling isn't a section of the merchandise harm and we can trade the mat

2 questions asked at the meeting

What could be the best solution?
Do we need to update policy?
Nonverbal skills used
Observation, facial expression, gestures

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Comment
It was a good meeting the senior management was open to discussion and listened to client need and
expectation. We achieved a common solution which is also good for the client not arguing much but just
analysing the different situation.

This part of the project portfolio has been copied and paste from the case study and adapted with the
client details following each complaint thus I would appreciate if you do not calculate as plagiarism.
Thank you

Details of the person making the complaint

Name: James Dunstan
Address: 4 Priory Court, Boland, VIC 3065
Phone: (03) 9008 0065
Mobile: 0490 067 453
18/6/2022

Re. Outcome of complaint

Dear James Dunstan

I am writing to advise of the outcome of your complaint about the peeled arm of your lounge suite.

At Janson’s we value all of customers and strive to resolve all customer complaints to the satisfaction of
our customers.

I am writing to advise you that as agreed over the phone with you the lounge suite is under warranty thus
it will be repaired promptly. In addition we just need from you a copy of the proof of purchase.

Please contact us to brief description of arrangements e.g. if products need to be picked up for repair or
replacement, customers should be advised that they should contact the store to advise of a suitable time
we want to resolve this with 7 days and for the customer to let us know a convenient time.

Yours sincerely

Andrea Marconi

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Customer Service Officer

This part of the project portfolio has been copied and paste from the case study and adapted with the
client details following each complaint thus I would appreciate if you do not calculate as plagiarism.
Thank you

Name:Amy Junger
Address: 2 Pinker Place, Boland, VIC 3065
Phone:(03) 9038 1234
Mobile: 0456 345 321
18/6/2022

Re. Outcome of complaint

Dear Amy Junger

I am writing to advise of the outcome of your complaint about chair out of stock.

At Janson’s we value all of customers and strive to resolve all customer complaints to the satisfaction of
our customers.

I am writing to advise you that we solved your complaint and we offer you a 20%discount on your next
purchase to be used by 06/09/2022

Please contact us if you have any further question or concern.

The discount code is: JUNGER20OFF
It can be used online and instore by presenting this email or inserting the code while checking out.

Yours sincerely
Andrea Marconi

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This part of the project portfolio has been copied and paste from the case study and adapted with the
client details following each complaint thus I would appreciate if you do not calculate as plagiarism.
Thank you

Name:Adrian Shine
Address: 34 Apple Drive, Boland, VIC 3065
Phone:none
Mobile: 0435 421 567
18/6/2022

Re. Outcome of complaint

Dear Adrian Shine

I am writing to advise of the outcome of your complaint about rug packaging damaged.

At Janson’s we value all of customers and strive to resolve all customer complaints to the satisfaction of
our customers.

I am writing to advise you that your complaint has been escalated to our senior management who has
provided us a resolution for your complaint.
He apologises for the inconvenience happened to you and kindly offer an exchange of the rug with any
other item you additionally can request a gift card f the value of the rug which you can send by end of
September 2022.

Please contact us to acknowledge your decision and make sure we can arrange the exchange for you..

Yours sincerely
Andrea Marconi

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