BSBCUS301 : Deliver and Monitor a Service to Customers - Case Study - Management Assignment Help

Assignment Task:

Task:

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.
The guide should cover:
 Organisational and legal requirements in customer service
 Interpersonal skills and establishing rapport
 Identify and clarify customer needs and expectations
 Addressing specific needs
 Assessing the urgency of customer request
 How to determine priorities for delivery of the service
 Seek appropriate assistance from other personnel when required.
 Offering information about suggesting alternative choices
 Dealing with customer complaints and responding in writing
 Finding opportunities to promote and enhance services and products to customers

This BSBCUS301  : Management Assignment has been solved by our Management Experts at My Uni Paper. Our Assignment Writing Experts are efficient to provide a fresh solution to this question. We are serving more than 10000+Students in Australia, UK & US by helping them to score HD in their academics. Our Experts are well trained to follow all marking rubrics & referencing style.

Be it a used or new solution, the quality of the work submitted by our assignment Experts remains unhampered. You may continue to expect the same or even better quality with the used and new assignment solution files respectively. There’s one thing to be noticed that you could choose one between the two and acquire an HD either way. You could choose a new assignment solution file to get yourself an exclusive, plagiarism (with free Turnitin file), expert quality assignment or order an old solution file that was considered worthy of the highest distinction.