Zie Retails is a retail business and has been operating since 2000. It has headquarter based in Melbourne. However due to the business and economic growth and the cost cutting pressure from the competition, Zie Retails has determined to close some underperforming companies in western Australia and Tasmania and merge them to Victoria, south Australia and new south wales. The management has determined to cut the business operating hours, reducing the amount of the working staffs and even lower some customer service level.
The company is facing the challenges of improving customer service level and at the same time maintaining the costs and improving the business sales and revenue. The company has decided to focus on contact wait characteristics and service level data through a graphical representation. They would like to identify any trends and patterns from the chart data they have collected and analyzed.
Legislations relevant to customer service 1. OHS: Health and Safety (OH & S), associated with risks assessment and migration that could affect the health, safety or welfare of persons at work. This may include the health and safety of customers, employees, visitors, contractors, volunteers and suppliers. As a business owner, there are legal requirements that we must follow to ensure that the project meets its obligations WHS, as a business owner, we have the legal responsibility for enforcing health and safety in the region. Our responsibilities for the safety begins as soon as we start our business. We should make sure that our business will not create problems for the health and safety of employees, contractors, volunteers, visitors, customers or the public.
They know and understand its WHS laws and how they relate to your business will help us avoid unnecessary costs and damage to our business caused by injury or disease. Under Australian OHS law businesses should follow: • provide safe work equipment and conditions • measure risks and conduct the appropriate actionsto control them • ensure safe usage of all the workplace equipment and materials • provide and maintain workplace safety training and induction • assess workplace procedures designing and ensure all the tools are up to date and current
• ensure the workplace is free of harassment and bullying • purchase business insurances and workers compensation or working covers for staffs Although it may cost to implement safe methods and results of the installation of equipment to ensure the safety and the work cannot be obvious and costly, WHS compliance can prevent us from prosecution and penalties, and allows us to keep qualified staff. Our legal obligations may vary depending on the state and industry. We can get independent legal advice that applies to our situation. Staffs also have the responsibilities to follow and comply with the OHS legislations.
They must: • Comply with instructionprovided to ensure health and safety • Use PPE and know how and when to use it • Do not intentionally or recklessly interfere with or misuse anything provided for health and safety at work. • Don’t place other staffs into risks • Activity participate in the staff training and induction
2. Competition and Consumer Act 2010: Federal law, competition law and consumer in 2010 (CCA) to ensure fair trade business and our customers. CCA covers most aspects of the market: contact suppliers, wholesalers, retailers, competitors and customers. It includes the practice of unfair market practices Code Industry merger, product safety, collective bargaining, product labelling, monitoring prices and industry regulation, such as telecommunications. , electricity, gas and airports. Australian Commission on competition and consumers (ACCC) manages the CCA is to promote good business practice for market fairness and efficiency. When selling a product or service, it is important to understand your legal obligations to find and retain customers and our trade laws fair.
The law establishes the necessary guidelines for stock management, as well as what you should do before buying, types of stocks, inventory, configuration, inventory management and accounting, storage, distribution and inventory and stocktakes. calculation of inventory turnover The law establishes the necessary guidelines for information on how to find a distributor, trade measures, labelling and packaging requirements, understanding, product recalls and product specifications that meeting.
The law establishes the necessary guidelines for customer information to find new customers, keep customers loyal, how to provide good customer service, email marketing, and handle customer complaints. The law establishes the necessary guidelines for payment and invoicing to help you choose the payment method that you can offer customers a way to create invoices, payment terms for revenue. How to prevent any business and customer conflicts and manage payment overdue. 3. Consumer protection laws: Laws on the Protection of Consumer Rights and a group of organisms that are designed to ensure that consumers’ rights and the fair trade competition and accurate market information.
The law is designed to prevent companies involved in fraud or unfair practices, some of the advantages over their competitors. They also provide additional protection for the most vulnerable groups of society. Consumer Protection Act as a form of regulation of the Government, which aims to protect the rights of consumers. For example, the government can require companies to disclose detailed information about their products, especially in areas where public health issues such as nutrition and safety.
Consumer protection is linked with the idea of the rights of consumers and enable consumer organizations to enable consumers to make better choices in the market and help with consumer complaints. Some products sold in Australia need to especially be instructed with the usage. They are considered to be reasonably necessary to prevent or reduce the risk of injury to the person. If the product complies with the applicable standards, must comply with safety standards, especially before they can be sold in Australia.
The product can be banned temporarily or permanently on sale in Australia, where it is reasonably necessary to prevent or reduce the risk of human injury. It is illegal for businesses to sell their products when they are in temporary or permanent ban. If the product or service is dangerous or not, according to the required standards, it could be or should not be withdrawn from the market or “descriptive”. Remember that it can be started by the supplier or in response to an order from the Commonwealth or state and territory ministers responsible for competition and consumer policy. As a consumer, we may have right to a refund if the product is safe.
Security warning may be issued to warn the public that the product or service under investigation or security risk. Notification of security should be labelled on the product packaging. Some of the products or services related to the product concerned to determine whether it can hurt someone and / or warn of the potential dangers of using a product or service related products. If the manufacturer becomes aware of a serious injury, illness or death associated with consumer goods or services related to the product companies must report this information for two days, as it became known about it.