Assessment 1- BSBCUS501

Assessment 1 – BSBCUS501

Manage Quality Customer Service

Task 1

Organisational Chart

K-Mart

President is the owner of the company and takes care of most of the decisions. The president controls all the other staff and makes sure that the company is effective and customers are happy.

The manager is the second in charge when the president is not in the store. The manager can make a lot of operating decisions however the manager cannot make decisions about the company’s strategies and plans, price, etc.

In the store we have an accountant but the accountant does not deal with the customer service.

Receptionist takes care of any customer enquiries and requests, and makes appointments for the customers to meet the salesman. The receptionist will do a lot of the customer service, however for product knowledge, the salesman will be the one serving the customers.

Salesman will be the ones who talk to the customers about the properties will must make sure that they present themselves well and provide great customer service.

Task 2

At K-Mart our vision is to achieve the best for each appointed assignment using our accumulated experience plus market knowledge, we are proud of being well-known within the society as we aim to deliver top results for our clients at all times. We believe that “the more you get and the more we get “

Our mission is providing the professional Real Estate related services in the area, including business selling, property management, renting, selling, auctioning, all kinds of properties mainly residential, industrial and commercial properties within New South Wales. We also specialise in marketing various sizes, different types of “Off the Plan” projects; overseas in particular Asian countries and of course, locally. Since the early 90’s we have helped many non-Australian residents in finding the best property investment opportunities within New South Wales, we provide a “one stop shop” service – you select the property and we will do the rest for you.

We will achieve our mission by:

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ill achieve our mission by:

Training hard

Providing great customer service

Building strong relationships with our clients

Offering customers the best possible value

Treating all customers with respect

Targets

Make the customer satisfy with the service and trust the shop

Know the customer ‘s need and understand if they don’t use the services and buy the products

Help them when they need help about products or services.

Fix the problem for them about services or products

Make the customer go back to use service or buy products again in the future

Make the business have profit and run the business good

The part of the business that have to take care and listen to the customer.

Measures

Overall satisfaction

Customer retention

Conversion Rates

Number of sales

Cash Flow

Profitability

Initiatives

The company is always looking for areas that needs improvement and the best way to identify the areas that need improvement is to get feedback from customers, employees and managers. We are very open about opinions and feedback and encourage all workers to communicate their ideas, issues and problems so that they can be fixed, rather than continuously impacting others.

Although we train staff to have better customer service, we also train staff to become better communicators. Communication is a very important skill that workers need. Communication can be used to encourage customers to agree with deals more and also can be much happier.

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