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BSBCUS301 Deliver and monitor a service to customers

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BSBCUS301 Deliver and monitor a service to customers



Prepare a response that responds to each of the issues presented below. Your responses must reflect your knowledge, skills, and application for this unit. Scenario Bright White Smiles is a well-established Dental Practice located in the CBD. It currently employs a Practice Manager, two junior receptionists, 1 senior receptionist, a clinical coordinator, six dentists, three allied dental personnel including two hygienists and one oral health therapist, six senior full time dental assistants 2 junior dental assistants and one sterilization assistant. You are the clinical coordinator and you look after the reception staff and dental assistants. Critically, Bright White Smiles continues to receive an increasing number of complaints. The staff at reception are young and inexperienced. Recently, a couple of face-to-face and phone complaints have been made by particularly irate patients at times when more senior staff members were unavailable to help the reception staff. The complaints rattled the young staff members, and one team member ended up crying. Based on your knowledge in customer care, and to enhance the customer service delivery you plan to develop a customer survey. This will identify areas for improvement and enhance the level of customer service within the dental practice. Task 1 List the main areas of customer service delivery that are critical to the success of the dental practice. To help with this task imagine you are a customer of Bright White Smiles. Think about the type of service you would expect from the business and staff and also what kind of situations would make you unhappy with their service. Task 2a – Customer feedback Taking into consideration the points identified in Task 1, design a personalised survey to help measure customer satisfaction. You can use Customer Feedback Form template which can be downloaded with this assessment or design your own. The survey may also cover other areas in regard to the dental practices level of customer service, identification of customer/patient needs and overall satisfaction in service delivery. Keep questions in line with workplace policy and procedures. Task 2b-e: Surveying customers, obtaining feedback and report writing b. Use the Customer Feedback Form you have created in Task 2a to obtain feedback from 5 of the dental practice patients/customers. This forms part of your practical observation task that must be demonstrated in front of your workplace supervisor. c. Describe the method and frequency of regularly distributing this to customers/patients. d. Record and interpret the survey results to produce a Service Delivery report which identifies the service delivery aspects surveyed, the survey results/data and key findings and recommends ways to improve the service delivery or build on the strengths at Bright White Smiles. Ensure the report clear and detailed, and in line with organisational and legislative requirements. e. Develop a plan for ongoing of monitoring service delivery effectiveness and regularly reviewing customer/patient satisfaction. Task 3 – Create a customer service guide Following on from the recent increase in complaints and the findings of the Service Delivery Report, the Practice Manager at Bright White Smiles has request that you develop a customer service guide of approximately 500 words, that outlines the expectations of the Dental Practice’s Reception and Customer/patient contact staff in providing a service to customers/patients over the phone and face to face. The guide should reflect an understanding of the critical customer service aspects identified in Task 1 and the results of Task 2d Service Delivery Report. You must demonstrate how your team can apply these in a practical situation by using examples

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