Thank You.

Thank You.
Assessment Task 2 Enhance Customer Service Experiences Portfolio & Roleplay Scenario Aus. Biz Coaching provides a range of business coaching services designed to help clients develop their business vision and achieve desired outcomes. The company has a strong focus on running events for clients and also offers a wide range of business coaching services, including one to one coaching, one off strategy sessions and online group coaching sessions. The company has also recently produced a book aimed at small business owners. For the purposes of this assessment, you are employed as a Customer Service and Events Manager for the company. One of your roles is to match services offered by the company to client needs. Activities Provide customer service over the call Roleplay Scenario Today you will receive enquiries from two customers Read the case study scenario information provided above, as well as the Aus Biz Coaching List of Services (Appendix 1) to identify the services that may suit each customer. Read the Customer Service Policy and Procedures (Appendix 2) to ensure that you understand procedures to be followed including answering enquiries and seeking input from other staff members as required, as well as recording customer details and privacy requirements. The roleplay will be completed twice, once for two different customers. You will answer the enquiry according to company procedures and then provide information to each customer about the services the business offers that will help the customer with their needs. Roleplay Conditions Your assessor will play the role of each customer and will contact you over the phone (or Teams call). You will also be required to follow up some information that you cannot provide to the customer over the telephone, as well as enter the customer’s details into the Customer Record Sheet (Appendix 3) provided to you which is part of the company’s procedures. During the calls, you are required to: Answer call in accordance with company policy Listen to the customer’s enquiry to determine the exact nature of the request Ask further questions as required to assist in identifying customer’s needs Clearly and accurately explain services offered by Aus Biz Coaching suitable Offer extra and add-ons that may be appropriate. Respond to questions and provide information to assist the customer to select right option Identify information that you are unable to immediately provide to the customer and respond in accordance with the customer service policy and procedure. Ask for the customer’s details (name, company, position, telephone, email) and record them in the customer record sheet. Explain key privacy requirements in relation to the recording of customer details as per the customer service policy and procedure. Use a warm and friendly tone to build rapport Use active listening techniques Each roleplay should take no more than 10 minutes. Answer: You need to write 3-4 paragraph for each roleplay according to “During the calls” (you need make 2 roleplay because we have two different customer (more information you can see on last page). When you already write paragraph for roleplay, you need to complete “Customer Record Sheet” (Appendix 3) ( you can see the appendix from other file I already attach) Write email to Jason (Email 1) You have referred the customer requests to the Accounts Team (your assessor) and they have provided the following responses in regard to Jason’s query. Jason will become a long-term client, so tell him that we will give him 10% off his first order. The price will go up to the standard price following that. If he accepts the offer, we can see which of our consultants have experience in the building industry. After receiving the reply from the Accounts team, write to the first customer with the offer that has been proposed. You do not have to include an invoice but refer to the invoice in the email’s text and tell the prospective customer what the estimated cost of the services will be. This email should be sent within the guidelines as set out in the Customer Service Policy and Procedures. Answer: you can see the example on the notes that I already write on the last page. Write email to Samiya (Email 2) You have referred the customer requests to the Head Business Coach (your assessor), and they have provided the following responses in regard to Samiya’s query. You should assure Samiya that all the information provided to her will be simple and easy to understand. In fact, one of our consultants, Lexis, is Portuguese. I am sure that we can arrange for her to take on the client. When you have received response from the Head Business Coach, write to the second customer with their response. You do not have to include an invoice but refer to the invoice in the email’s text and tell the prospective customer what the estimated cost of the services will be. This email should be sent within the guidelines as set out in the Customer Service Policy and Procedures. Answer: you can see the example on the notes that I already write on the last page. Write email to Samiya (Email 3) Assume that both customers have responded that they accept the offer given and want to proceed with the provision of products and services as soon as possible. You then contacted the selected consultant – Lexis Santos before you can confirm to the customer. You received the following response from Lexis Dear Customer Service and Events Manager. Thank you for your recent email. The Head Business Coach has already spoken to me about this customer, and I have agreed to provide the services as recommended. Unfortunately, I cannot take on a new client for at least one month. I would appreciate it if you could relay this back to the customers and make sure that they are willing to wait until next month for an appointment. If they require a sooner appointment, they should take another consultant, If the customer’s English is enough to run a company in Australia, they should have no problems with a non- Portuguese-speaking consultant. Regards Lexis Santos Answer: you can see the example on the notes that I already write on the last page. Write email to the Head Business Coach (Email 4) The objective of the email is to provide internal feedback on service issues and suggest improvements to the system. Answer: you can see the example on the (*notes) that I already write on the last page. Handle the customer complaint Roleplay Scenario This assessment task requires you to handle a customer complaint in the role of Customer Service and Events Manager for Aus. Biz Coaching. You will need to thoroughly review the following company documents before you commence this activity to ensure you understand and can apply procedures that must be followed and how to respond to customer complaints. Complaint and Refund Policies and Procedures (Appendix 4) Refund Policy (Appendix 5) The customer (your assessor) will call you complaining about the workshop he attended being dull and uninteresting. Roleplay Conditions You will need to: Answer the call in accordance with company policy. Respond to the customer in accordance with the company’s compliant handling policy and procedure. Use questioning techniques to establish and agree on the nature, possible cause, and details of the complaint. Assess the complaint’s impact on customer Calmly advise the customer that the complaint will be recorded and actioned as per the company’s policy. Briefly explain the company policy. This roleplay should take no more than 10 minutes. Answer: you need to write 3-4 paragraph according to “You will need to”. For appendix you can see on the other file I already attach. Inform customer the outcome of the compliant Three days later you are advised that you may not refund the customer’s money, but you can offer them another workshop free of charge and/or they can have a one-off one-on-one session with a consultant. Write a formal letter advising the customer of the outcome of the complaint. Use the Customer Complaint Outcome Letter Template (Appendix 6) to guide your work. This letter is an opportunity to demonstrate high quality customer service, so write the letter with this as a goal. Answer: you can see the appendix from the other file I already attach. Write email to the managing director (Email 5) The email text should give the nature, possible cause, and details of the complaint, as well as the impact that it has had on the customer. It should also endeavour to describe how such a complaint could be avoided in the future. Describe how the solutions offered to the customer could be used as opportunities to demonstrate high quality customer service to them. Answer: you can see the example on the notes that I already write on the last page. Update feedback register It is almost three months since both Samiya, and Jason finished their courses. Review the Customer Service Policy and Procedures to determine how you should undertake the regular customer satisfaction review. Enter the information that you receive back from the customers (assessor) into the feedback register. Include follow up actions required to enhance service delivery in the future The Feedback Register (Appendix 7) already includes feedback from customers collected over the first quarter of the financial year. Answer: you can see the appendix from the other file I already attach. 10. Write emails to customers to promote repeat business (Email 6 & 7) You’ve received the following email from the Managing Director in response to the feedback and complaints you’ve received from the customers. Dear Customer Service and Administration Officer. Thank you for the invaluable feedback that you have received from these two customers. Please take this opportunity to write back to both of them thanking them for this. I authorise you to offer them one free one-on-one business consultant session as a sign of our gratitude. Take this as an opportunity to promote repeat business with both these customers, so please summarise the feedback that they have given and point out how we can use this to provide more personalised service to them in the future. Regards Managing Director Write emails to both Jason and Samiya to promote repeat business by offering the services described by the Managing Director. Answer: you need to write an email to Jason and Samiya. *NOTE: INFORMATION For Activities 1: Customer 1: Jason Smith, CEO of Oztech Electrics You are interested in obtaining business coaching for a range of areas including leadership, marketing and time management. Oztech Electrics is an electrical contracting business. It has just over one hundred staff, and work closely with another hundred contractors. If possible, you would like to have the coaching services provided by someone who has experience in the electrical or building industry. You have limited time and would prefer to receive coaching for a limited time per week. You would prefer the coaching to be online. You are interested in starting coaching sessions early next year. You are interested in finding out about any events that he could attend but doesn’t want to commit to anything at this stage. He is particularly interested in business partnerships. You have no understanding or previous experience of business coaching, but you recognise that is probably the right time to speak to an expert about what you are doing with your company. Ask for a summary of the services and products being offered and details of how much they cost. You think that you are interested in the following: Group online coaching Business partnership The student should suggest an add-on, such as the Business Solution book. Accept their offer. You have a limited budget and want to know if any discounts are available. The student should recognise that they need to confirm this with the accounts team as per the list of services. Customer 2: Samiya Santos, Samiya Designs Phone: 0434343434 Email: [email protected] You are Portuguese and have lived in Australia for eight years. You have recently set up an online retail business, selling handmade designer clothes. You are the sole business operator. English is your second language, and you are worried about understanding technical concepts. You want to book in for several one to ne coaching sessions. You would like to get an appointment as soon as practical. Your main area of interest is marketing, especially social media marketing. You have no understanding or previous experience of business coaching. Ask for a summary of the services and products being offered and details of how much they cost. You think that you are interested in the following: Group online coaching Business partnership The student should suggest an add-on, such as the Business Solution book. Accept their offer. Explain that as English is your second language you are worried about whether you will be able to understand technical concepts of business coaching. You want to know how complicated the language will be. The student should recognise that they should discuss this with the business coaches. For activities 2: Email To Jason (Example) Subject Line: Aus. Biz Coaching Services Dear Jason Thank you for your call today, it was great to speak to you. I am writing to confirm your participation in the group online coaching services provided by Aus. Biz Coaching, as well as the purchase of our book, Business Solutions. I have attached an invoice for your payment which you may pay over the phone by credit card or by direct bank transfer. To confirm, the cost of the online group coaching service is $1,300 and the Business Solutions book costs $159. Regarding your request for a discount, we are pleased to offer you a discount of 10% for purchasing both the group online coaching services and our book. This amount is reflected in your invoice. Our Head Business Coach has assured me that we have several consultants with a background in the construction industry, and that one f them will be selected to provide your coaching as requested. I note your interest in business partnership and note that we have an upcoming business partnerships workshop next February. Our workshops have been very well received by our customers and I encourage you to attend. Let me know if you would like to book in. Kind regards Customer Service and Events Manager For activities 3 : Email To Samiya (Example) Subject Line: Aus. Biz Coaching Services Dear Samiya Thank you for your call today, it was great to speak to you. I am writing to confirm your appointment with our business coach for the one to one business coaching services. Your first appointment will be on 2 April at 11 am. I have attached an invoice for your payment. which you may pay over the phone by credit card or by direct bank transfer. Please pay the invoice immediately so as to confirm your appointment. To confirm, the cost of the coaching service is $3,000. Regarding your concerns about whether you will be able to understand technical concepts, our business coach has advised that all information provided is simple and easy to understand so you will have no problems at all. We have a consultant, Lexis, who is Portuguese, and we will ensure that You receive your coaching from them. I note your interest in social media marketing and note that we have an upcoming social media marketing workshop in December. Our workshops have been very well received by our customers and I encourage you to attend. Let me know if you would like to book in. Kind regards Customer Service and Events Manager For activities 4: Email To Samiya 3 (Example) the student’s email should state that Lexis (the Portuguese-speaking consultant) cannot provide the requested services for another month and suggest that they see another, non-Portuguese-speaking, consultant. It should also include one way that the company could compensate the customer for this service delivery, such as Samiya attending a social media workshop in the meantime. For activities 5: Email to the Head Business Coach (Email 4)( example) The objective of the email is to provide internal feedback on service issues and suggest improvements to the system. Assessor: the student’s email should make some suggestions for improvement of the current system, such as: • A list be maintained on which consultants have what second languages and a background in which industry. • That consultants’ timetables can be accessible to determine ongoing Availability For activities 8 : Email To Managing Director (Email 5) (Example) Dear Managing Director I am writing to you in reference to a customer complaint that I received recently. The customer recently attended an Aus Biz Coaching workshop about Business Structures. They stated that they found the course to be useless because it didn’t tell them anything other than what they could already find on the Internet. As well as that, they found the presenter to be really boring and dull. The customer also stated that they wished to lodge a formal complaint. I have completed the documentation for this complaint and recorded the details in the complaints register. The customer was disappointed in the service that they received, and quite angry that they did not receive value for money at the course. Although it was difficult to get to the root cause of the complaint during that first contact, it appeared as though the customer was offered a course that was at a lower level than appropriate, which is why he found it boring. As for the presenter’s performance during the course, it may be appropriate to look at the feedback forms that the other participants filled out following the course. You would then be in a better position to evaluate whether the presenter’s performance was deficient, or if it was just this customer’s perception of it. The compensation that we have offered to the customer are another workshop free of charge and/or they can have a one-off one-on-one session with a consultant. By getting the customer to experience Aus Biz Coaching again, and by aligning the services more closely with the customer’s needs, we have the opportunity to change the customer’s perception of what we have to offer. Please don’t hesitate to contact me if you have any further questions regarding this complaint. Regards Customer Service and Administration Officer #For Appendix you can see on the other file I already attach.
Thank You.
Appendix 1 – Aus. Biz Coaching List of Services All services are to be paid by credit card or by direct bank transfer. On confirmation of services, an invoice should be provided to the customer. All invoices should be paid immediately to confirm services. One-to-one business coaching One-to-one business coaching is delivered over a number of sessions and is customised to meet a range of business goals, such as increasing business turnover, increasing profits, adding new products or services, working less hours or selling your business. The initial meeting with you will last 1 to 2 hours. We will then develop a 90-day plan that includes 3 follow-up sessions during this time, of 2 hours each. We can provide ongoing mentoring following the 90-day plan. For example, a meeting every 2 or 3 months, of one to two hours, to discuss and monitor your movement forward. Cost: $3,000 with additional costs of $500 per meeting for mentoring. One-off strategy session The one-off strategy session is designed to focus on the key areas of business that need extra attention. This business strategy session provides clients with the guidance to boost business growth and success. In just two hours, you will be assisted with getting clear direction and actions for the business that can be immediately implemented. The intensive 2-hour session will give you a taste of what coaching can do for your business. Cost $1,000 Online group coaching sessions Based on meeting, working with, coaching and advising hundreds and hundreds of business and knowing what the common success factors are, Aus. Biz Coaches we have put together an affordable course that provides and overview of business success principles and techniques. Aus. Biz Coaches offers an 8-week online group coaching sessions to achieve this. The sessions are delivered over the Internet with interactive tools and participants only need to allocate one hour per week to transform their business. Topics covered will include: Setting the right goals for your business, including KPIs Business success principles Avoiding common mistakes Maximising business returns Creating more time Attracting and retaining quality staff Improving business communications Attracting referrals Generating more clients with low cost and no cost lead generation Organising your team Leading your team Cost $1,300 Events Ongoing events. Price for all sessions is $295.00 per person. 20 March Business partnerships. 7.30 pm to 9.30 pm The aim of this session is to provide you with information about business partnerships and whether to go into them. 17 April Business structure. 7.30 pm to 9.30 pm This session aims to inform you about optimum business structures within your business, including how to form teams and what the optimal numbers within teams are. 19 July Talent management 7.30 pm to 9.30 pm This session is aimed at assisting you to develop talented professionals within your organization and to implement formal systems of talent management. 23 October Business basics 7.30 pm to 9.30 pm The aim of this session is to provide information about the foundations for business success, including how to generate leads, finding excellent staff and cash flow basics. 4 December Social media marketing 7.30 pm to 9.30 pm The aim of this session is to provide information about social media marketing and how to harness its benefits to market your business and generate increased sales. Publications Solutions for Business Success This book is designed for small business owners. Find out how to make your business a success with step by step instructions to achieve your business vision and goals. A number of tools to assist with planning are also included, including a Business Plan template and profit calculator. Price $159.00 Appendix 2 – Aus Biz Coaching Customer service policy and procedures Policy All members of staff provide services to customers either directly or indirectly and must meet the needs of customers in a professional and ethical manner with courteous and efficient service. Aus Biz Coaching is committed to: Politeness: the use of good manners in all interactions Responsiveness: meet agreed timeframes and follow up on all queries Professionalism: being objective and knowledgeable and demonstrating integrity Understanding: customers and their business Confidentiality: respecting the confidentiality of customer information Transparency: processes are clear, consistent, easy to access and documented. General Principles Staff will: demonstrate to the customer at all times respect, courtesy, patience, attentiveness, consideration and sensitivity that is appropriate to the age, culture and linguistic background of the individual or group listen to what customers have to say and determine the exact nature of the request respond to customer enquiries promptly and efficiently in a timely manner act with integrity and honesty when dealing with customers make every effort to see customers with appointments on time and advise if delayed assist with further enquiries. A contact name, telephone number and an address is to be included in all written correspondence. if unavailable or away from the office, return email messages promptly upon returning If away from the office for two or more days an “out of office” message is to be left on outlook and the telephone. provide the customer with advice and other information that is accurate, clear, concise, reliable and in plain language take appropriate action and respond in accordance with organisational policies and procedures with minimal inconvenience to the customer adopt fair, lawful and appropriate procedures when making decisions, carrying out activities and performing services be sensitive to any language or other communication difficulties experienced by customers when providing advice and other information be sensitive to any customers with disabilities when providing advice and other information present a positive image of Aus Biz Coaching to the public. Managing Telephone Enquiries The following procedure should be followed for telephone enquiries. Answer the phone in a timely manner. All telephone calls should be answered on or before the third ring. Greet the client with “Good morning or good afternoon”, and then introduce yourself. Be warm and friendly Speak slowly and clearly Be careful with language: slang or jargon is not to be used Be positive and helpful: if you don’t know the answer say that you will find out the answer and get back to the customer via telephone or email with the answer. Give clear advice to the caller about when the caller can expect a response when calls cannot be fully responded to immediately. This should be within one business day. Deal with customers calmly, courteously and patiently, even when the callers are angry, aggressive or distressed. Remain polite and seek help if necessary, If a potential customer expresses interested in our services, suggest extras or add-ons, such as getting a copy of the book prior to the first service call to get them oriented. Answer unattended telephones in the absence of colleagues whenever practical Respond to telephone messages within one business day whenever practical Change voicemail message(s) when absent from the office for any period of time, for example, external all-day meeting, state or territory based public holiday or leave. Managing Written Enquiries All written communication will be clear and concise. Aus Biz Coaching endeavours to acknowledge receipt of written correspondence: email within one working day mail within three working days Where Aus Biz Coaching is writing to a customer in response to an enquiry or other matter, all written correspondence must be finalised in the timelines shown below. Prioritising customers In order for operations to be as efficient as possible, Aus Biz Coaching prioritises customers using the following ratings: 1. Customers seeking an immediate appointment. Such customer should be prioritised and allocated a rating of 1 in the customer record. Their request should be actioned within 4 hours. 2. Customers seeking appointment in the near future but not immediately or enrolling in an event. Such customer should be prioritised and allocated a rating of 2 in the customer record. Their request should be actioned within 1 working day. 3. Request for general information. Requests for general information are important and should be responded to within 2 working days. These types of request should be assigned a rating of 3. Dealing with difficult customers Aus Biz Coaching staff are expected to treat customers with courtesy and respect at all times and to make every reasonable effort to address the customer’s needs even when the customer is rude or difficult. Staff must try and put themselves in the customer’s shoes and be empathetic. Actively listen to what the customer is saying and repeat their concerns to make sure you are addressing the right issue. Use calm, objective wording. For example, “As I understand, you are quite rightly upset because your book did not arrive in the time we specified.” Apologise to the customer and present a solution. For example, you could offer a discount on a future service. All feedback should be recorded. Where the customer indicates they wish to lodge a formal complaint, outline the complaint procedure as in the company’s complaints handling policy. Managing anonymous customer feedback Customers can provide anonymous feedback to Aus Biz Coaching via the website. This feedback, however, can be difficult to investigate (often staff need to obtain more information from the person providing the feedback) and for obvious reasons it can be impossible to contact the person making the complaint and communicate the findings Aus Biz Coaching. Aus Biz Coaching will not normally investigate anonymous feedback unless the issue places public safety at risk or raises a serious/legal matter and there is sufficient information in the feedback to carry out an investigation. Confidentiality and privacy Aus Biz Coaching is committed to the protection of customer personal information. All dealings with customers must abide by the Privacy Act 1998 and the Australian Privacy Principles contained in the Privacy Act 1998 (CTH) except when qualified by any relevant Codes of Practice, and will underpin all matters related to personal information at Aus Biz Coaching. Aus Biz Coaching also has a Privacy Policy in accordance with that Act. Privacy Complaints Individuals who feel that Aus Biz Coaching may have breached their Privacy or Aus. Biz Coaching’s Privacy Policy, are to contact Aus Biz Coaching in writing either by email, fax or letter. Feedback Aus Biz Coaching welcomes feedback from all of its customers. Feedback can be provided via email or by letter, or by completing our online feedback from. Aus Biz Coaching is committed to actively seeking feedback from customers. When a service has been delivered to a customer, the Customer Service Officer who made the sale will contact the customer by email to determine how satisfied that customer was with our services. This regular customer satisfaction review is to be carried out on every customer within three months of their last use of our services The email should thank them for using our services and asking them their experience with us. Ask at least four relevant questions relevant to the service they received. Questions should include, as a minimum: Were you satisfied with the services provided to you? Why or why not? Would you recommend us to others? Why or why not? What aspect of the services we provided to you did you like best? What aspect of the services we provided to you did you like least? Do you have any suggestions for improvement? However, if there were other aspects that you think feedback might be valuable on, include this in the feedback email. Do not include more than six questions. On receipt of feedback from any source, all feedback is recorded in our feedback register. The feedback register is reviewed at regular management meeting and evaluated for any action to be taken. Where the feedback is a complaint, this will be dealt with as per our Complaints Handling Policy and Procedure. Records In all of the situations referred to in this policy adequate documentary records must be made and maintained on the appropriate Aus Biz Coaching file. All relevant customer details must be entered into a Customer Record Sheet Template and sent to the Head Business Coach, who will add it to existing entries. Where the CEO determines to limit a customer’s access to Aus Biz Coaching in any of the ways specified in this policy, staff will be advised as soon as possible of the relevant circumstances and the action taken. Emails Subject field of email is clear and concise. Do not capitalise all letters. Relevant recipients identified Email includes greeting and name and position Email body concise and to the point Email checked for spelling and tone before sending. Tone should be warm. Appendix 3 – Customer Record Sheet Name Company Position Phone Email Enquiry details Priority Details of response Date of response Follow up Specific customer notes Appendix 4 Aus. Biz Coaching Complaint Handling Policy and Procedures Policy purpose We value complaints, as they assist us to improve our products, services and customer service. This policy has been designed to assist both customers and staff. Aus. Biz Coaching is committed to consistent, fair and confidential complaint handling and to resolving complaints as quickly as possible. We aim to make it easy for people to make a complaint if they are dissatisfied and we will treat all customers making a complaint equally. Our complaint handling policy and procedure is included on our web site. Definition of a complaint Complaints are defined as any expression of dissatisfaction or grievance made to staff by a customer or member of the public in relation to our business. Recording complaints All complaints made, verbal or written, will be recorded in our complaints form at the time the complaint is made, or as soon as possible afterwards. The complaint will be recorded by the staff member who took the details. Alternatively, customers can download our complaint form from our web site and complete it themselves. When taking a complaint, staff will ask for and record the name and contact details of the customer, as well as full details of the complaint including the date. Staff must acknowledge the customer’s concerns, remembering that the customer is of key importance. Staff must be polite and respectful and use active listening techniques to acknowledge the customer’s concerns. Details of all communication with the customer and any actions to resolve the complaint will be recorded in the same place. Customers’ personal details or details of their complaint will not be divulged to third parties unless we have their written consent. All complaints will also be entered into the company’s complaint register which will be reviewed at quarterly management meetings to discuss continuous improvement and preventative measures. All complaints will be actioned by the Customer Service/Administration Officer or in complex matters, referred to the Managing Director. When a complaint has been finalised, a summary should be sent to the Managing Director along with all relevant documents. Informing customers of progress We strive to resolve all complaints within 10 business days of receipt. Written complaints will be acknowledged within 2 business days and a timeframe will be provided then for the resolution of the complaint. Customers will be given an indication of the timeframe at the time they make their complaint. Customers will be informed of the progress of their complaint regularly, especially if there are any delays or changes to what has been agreed. A standard letter will be provided advising of the outcome of the complaint and providing timelines for action. Customers will be informed of any changes to our products or services as a result of their complaint. Where appropriate, customers who have had a complaint resolved will be contacted at a later date to see if they are happy with how their complaint was handled. Responding to complaints All people making a complaint will be treated with courtesy. Customers will be given a timeframe, a contact person and details of our complaint handling process. Where possible, the staff member taking the complaint details will be the contact person. Escalation of complaints If a complaint cannot be resolved by the usual complaint process, it should be referred to a Managing Director 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, such as Consumer Affairs. We will provide contact details. Appendix 5 Aus. Biz Coaching Refund policy Our refund policy is as follows: We require you to pay a non-refundable deposit of 10% for all of our coaching services. If you cancel your appointment, your deposit will not be refunded. Where you cancel your attendance at an event the following applies: More than 5 working days prior to the event, you will be refunded in full. Less than 5 working days prior to the event, you will be refunded 50% of the event price. After the event has commenced, there are no refunds. Publications: once your publication is posted to you, there will be no refunds unless the book has been ripped or damaged in any way in transit. Appendix 6 – Complaints Outcome Letter [Address] Date Re. Outcome of complaint Dear [customer name] I am writing to advise of the outcome of your complaint about [briefly describe what the complaint was about] At Aus Biz Coaching 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 [ description of the resolution and proposed solutions] Yours sincerely [Student name] Customer Service Officer Appendix 7 – FEEDBACK REGISTER Date Related to Type of feedback Feedback provided Provided by Follow up required/solutions June 15 Event Complaint The workshop was not interesting or beneficial, customer is requesting a refund Sally Barnes Check if its clear in refund policy that no refunds after event attended/review workshop content June 16 One to one business coaching Feedback I benefitted a lot from the service but it was really hard to book in for an appointment as Bob seemed to be booked John Stanford Investigate solutions, this may mean employing more business coaches August 17 Publication Feedback Loved the publication, would be good to have more publications to read Jeff Schumacher Investigate solutions August 31 Group online coaching Feedback Great sessions, but connection kept droppping in and out Margaret Smith Need to follow up with IT department September 9 Group online coaching Feedback I got a lot out of this but I think the groups need to be smaller so everyone gets a chance to speak Bob Smart Discuss matter with staff at next meeting September 14 General Feedback Response to feedback email said that happy with coaching service but had to call a few times to get the appointment, almost gave up and went to another service provider Cilla Brown Need to investigate – as above, may be means employing more business coaches September 20 Event arrangements Complaint I was unhappy with the food provided at the event – I asked for vegetarian food and this was not provdied Janice White Acknowledge feedback and apologise to cusomter September 21 Booking Feedback I wanted an immediate appointment and was told I would be contacted within 1 business day, it was actually 3 days which was diasspointing Shi Lee Investigate why timelines aren’t being adhered to SITXCCS007 Appendices and templates Version 1.0, January 2022 Page 8 of 14