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BSBRES401 Analyse And Present Research Information

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BSBRES401 Analyse And Present Research Information

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Course Code: BSBRES401
University: Victoria University

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Country: Australia


Reasonable adjustment:  Trainers may make reasonable allowances for learners in accordance with the C&I Learner Support Policy contained in the Participant Handbook. This may relate to the timeframe for undertaking this assessment task in class or relate to an extension to the due date.  Consult with the Curriculum & Learning Manager prior to administering this assessment to ensure Learner Support needs are met.

communicate effectively with customers including

helping customers to articulate their needs and evaluate options
explaining products/services and how they match customer needs
explaining customer rights and responsibilities
use organisational procedures to document customer satisfaction
develop and maintain networks to support meeting customer needs
identify potential difficulties in meeting customer needs and taking appropriate action.

explain organisational procedures and standards for establishing and maintaining customer service relationships
describe informed consent
explain consumer rights and responsibilities
describe ways to establish effective regular communication with customers
outline details of products or services including with reference to:
possible alternative products and services
variations within a limited product and service range.

Assessment Conditions
Assessment must be conducted in a safe environment where evidence gathered demonstrates consistent performance of typical activities experienced in the customer service field of work and include access to:

office equipment and resources
business technology
organisational policies, procedures, quality systems, manuals and guidelines for customer management
examples of products/services and promotional strategies
case studies and, where possible, real situations
interaction with others.


The report focuses on the level of satisfaction that is provided to customers by organisations. The focus of the report is on Boeing, the largest aerospace organisation in the world. Boeing is known to support by providing airlines to more than a 15 countries around the world and ensure that the satisfaction level of the customers is maintained. The report analyses the needs of the customers and the promotional strategies that can be used by the company to ensure that products and services are delivered properly.
Procedures that the company has in place
The promotional strategies that the company can take in order to update and understand the needs of the customers are with social media. Using social media for promotion can help the company reduce the total budget set for the development of the company. The sales figures that may be required for the use of social media during the promotion of the product and service of Boeing can amount to AUD$4500. This can be considered as a reasonable cost for the company.
Products and services provided by the company
The company meets the specific needs of the customers by analysing the needs of the customers in terms of service provided by the airline company. The company can match the products and services to the needs of the customers by ensuring that a proper survey is conducted that helps in understanding the mentality of the customers. This can help in matching the expectations of the customers and the manage the needs and expectations of the customers.
Needs of the customers that may not be met
The customers may want the prices of the airlines to drop. This may be due to the excess competition that exists in the airline industry. Boeing may not be able to meet the requirements of the customers mainly because the distance travelled by the airline covers a wide range of area. The increase prices of the resources required for successfully running a flight need to be covered so that the company run in profit and provide luxurious facilities for the customers.
Alternative products that may exist in the same market
Other alternative products or services that can be offered by Boeing include economy sleeper class. This can help Boeing to provide relaxation to people belonging to the economy class and refrain from discrimination. In the modern world, portable wifi is essential for people and Boeing can provide this particular service. The other product or service is ordering food by the use of intercom between various departments within the airline.
Ways to assist customers
The customers can be provided with the assistance by providing them with an opportunity to interact with the managers of the airline. This can help them to provide their opinion about the changes that they need to make and the manner in which it can be done. Alternative options can be provided in the form of providing discount of prices. The priority of the customers can be done based on the order by which they provide their grievance about the airline service.
Rights of the customers
The rights of the customers in terms of faulty products or unsatisfactory services includes following the rules mentioned in the Customer Act 2002. This can be applied if any of the services that were promised by the airlines are violated. Each of the rules mentioned in the Customer Act, such as safeguarding the interest of the customer means that customers can file legal complaints against the airline company. This may have a negative impact on the company and its existence.
Procedure to ensure all referrals is relevant
Monitoring of the products and services can be done in order to ensure that the referrals are relevant. The manner in which the referrals respond to the needs of the employees can be understood by conducting a feedback of the people. This can help the company to maintain its business activities and work on improving the services that they lack. Thereby, the chances of success can improve along with the satisfaction level of the customers.
Ensuring ongoing pipeline of referrals
The suppliers can be tipped well and a good relation with them can help in the continuous supply of resources required for successful products and services. The ongoing pipeline for referrals can be suggested in the form either internal or external sources. The internal referral can be in the form of monitoring of the qualities and the external sources can be in the form of maintaining relationship with the suppliers. The reason behind these two being the options for the company is that monitoring and relationship are integral for the success of the companies.
Best practise to maintain customer records
The best practise to maintain the customer records in the modern world is by maintaining the records in a personal computer. The interaction between the customers can be done by maintaining online communication process via social media. This can help the company to maintain the satisfaction level of the customers and ensure that proper wellbeing of the customers is identified. This is important for the development of Boeing.
Distribution of the report
The distribution of the report is to be provided to the manager of the company so that the suggested changes can be implemented in the organisation. The feedbacks from the customers can be provided to the analytical department so that they can research more on the current needs and responsibilities of the company. Therefore, the managers of Boeing and the technical department can help in the compilation of the report.
Therefore, it can be concluded that customer satisfaction is one of the most important aspect that need to be kept in mind for every organisation. In a company like Boeing, satisfaction of the customer as without the support of the customers it can be difficult for the company to maintain its dominance in the competing business environment. It can help in the growth of the company.

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