MyCampus B5BCUs401 Coordinate implementation of customer service strategies Case Study v23 (2019/03/12] Task 3 Using the information from Tasks 1and 2, explain in a report the customer service issues and problems that you diagnosed and the appropriate options that you identified for improving customer service. Include in this report budget allocations that are required and where the budget allocation will come from. Your report should also outline how you will promptly action procedures to resolve customer difficulties and complaints whilst acting within organisational requirements. You need to mention how these options meet with the organisation's requirements, i.e. business aims, objectives, and strategies, and you should provide opportunities for continuous Improvement. Organisational requirements may indude; Access and equity principles and practice Anti-discrimination and related policy confidentiality and security requirements Defined resource parameters Ethical standards Goals, objectives, plans, systems, and processes Legal and organisational policies, guidelines, and requirements OHS policies, procedures, and programs Payment and delivery options Pricing and discount policies Quality and continuous improvement processes and standards Quality assurance and/or procedures manuals Replacement and refund policy and procedures Who is responsible for products or services? Strategic areas for improvement may include: Courtesy/politeness Delivery times Merchandise characteristics Price offers Product/refund guarantees Product/service availability Recommendations on Customer Service Issues Report prepared by SADAF YASIR 28 June 2020 Introduction: As consumerism increased worldwide, it's now easy to develop fear of complaints or taken legal action against the companies. No one likes to read complaints about themselves or criticism fromIndividual members of the organisations Individual members of the public Patients Internal or external Other agencies Refer attached questionnaire files Task 2 Analyse the feedback from the questionnaire. Create a report explaining your findings, Le. what are the customer's needs, and make a comment (recommendation) on areas in customer service where improvements could be made Customer Needs: Based on the feedback provided by the customers, following are the finding based on the questions. Customer Feedback Report 2020 Prepared by SADAF YASIR 26 June 2020 Summary: The feedback report has been prepared to identify the gaps in current customer service practices provided by our clinic. It's also highlighted areas that require necessary improvement to provide great customer services to the valued customers. This report is based on feedback obtained from recent patients, who volunteered to give their valuable time and feedback to identify our shortfalls and assisted in completing this report. Introduction: Good oral health is fundamental for overall health and wellbeing. Without it, a person's general quality of life and the ability to eat, speak and socialize would be compromised, resulting in pain and discomfort. Our practice center, we're passionate about exceptional dental care for all Australians.My@Campus BOBOUS401 Coordinate implementation of customer service strategies Case Study v2 3 [2019/03/12] Backaround With more than 20 practices nationwide, our clinics are quite affordable and win customer's hearts with healthy teeth and a winning smile. As an organization, exceptional customer service has been integral part of our business. In order to continue our focus and patient care, each practice across Australia conducted their survey to identify the shortfalls in their customer service strategy. Random but recent patient's feedback that identified shortfalls in our customer care. This report is a part of national customer care survey and is submitted for Surgery in Victoria. Findings: Recent feedback survey conducted at Clinic Practice highlighted following areas of Improvement Appointment Schedules Every healthcare organization needs to take and manage appointments; however, it's been identified that the current schedule process is difficult, confusing, and stressful for patients who just want to get treatment done as soon as possible. Disagreements with staff Some Patients have been found disagree with staff members at different stages of the process, fees and payment schedule. Inappropriate behavior by the staff that further aggravate the situation that cause embarrassments to practice manager and drop customer influx. It's also found that patients having difficulties understand their payment bills and sometime request concession that normally not fulfil. . Time constraints with the doctor Patients have identified insufficient time with dentist in some area of treatment as another area of concern. Waiting Time exceed to expectation Ample evidence in patient's feedback forms has identified that waiting too long in waiting rooms for their scheduled appointment is causing stress among the patients. Confusion with Insurance and Child Medicare billing Patients with Private Health cover have been found to have more confusion with regards to their cover, out of pocket and health policies. Customer Communication Gaps Another area has been identified that at some occasions there is lack of clear communication between Customer and staff as requiring further improvements and clinic processes. Conclusion Customer-Centric approach is essential in the healthcare industry. In order to achieve this, a strategy should require to be develop which simply ensure that our staff builds strong relationships with their patients and fully understand their needs and requirements. For those working in the dental industry it's essential to make sure clinic offered additional values to their patients by creating a comfortable experience from appointment's schedule, Dental visit, understanding the bill and company policies. It's showed the patients that you care. Every possible effort should be made to provide exceptional customer care to patientsMyCampus BSBOUS401 Coordinate implementation of customer Case Study department should allocate the required budget according to training identified on a national scale. These necessary budget allocations give the employees confidence to handle customers needs and adjust them accordingly to company policies and procedures. Task 4 Develop a Powerpoint presentation to present your findings from Tasks 2 and 3 on service need; of customers and ways to make improvements. There should be no more than 12 slides. The presentation will be shown to management, staff, and other interested parties with the aim of promoting strategies to improve customer service. Arrange with management, staff, and other interested parties to attend the presentation on customers' service needs and strategies to improve customer service. Design a presentation feedback form (of at least five questions) to gather comments from your audience on customer service needs and your proposed improvements. Provide your assessor with a copy of the feedback form Refer to the attached power point presentation Task 5 Gather and analyse the presentation audience feedback on customer service needs and your proposed improvMyCampus agocusAll Coordinate implementation of customer se Case Shidy v2 3 (2019/03/12] 3. Front-Line Staff Training Every company's customer service operation rest with their front-line staff. These employees are the face of company and will set customer's mind. By providing essential customer service trainings, it will raise business the opportunity to define how customers perceive company's products and services. It's very important that these employees should skilled enough to handle conflict resolution, also empowered to exceed our customer's expectations and needs. 4. Schedule Appointments Our first opportunity to deliver excellent customer service begins when clients called and request appointments based on their needs. We need to make sure that we follow the process as per company guidelines. We need to see if clients only asked the basic appointment details and makes effort to learn more about them, especially if they are calling for the first time? Also, customers may ask for information before making an appointment. For example, clients might want to know about the services we offer, our fees, insurance etc. Ensure that these details are provided with the maximum relevant information. Consider a scenario in which a customer asks about the price of a tooth filling. Instead of jumping straight to the cost, we should first inform him/her that the cost varies depending on the size of the cavity. It gives the client the impression that our clinic is very attentive to individual customer requirements and they would be then happy to make appointments at our dental clinic. Allowing them to visit us at their ease and convenience. Time allocated must be reasonable and patients will be informed of their time before hand. 5. Patients Waiting Time Patient turnaround time is defined as the length of time from when the patient entered the clinic to the time the patient leaves the surgery. As per patient's feedback, waiting time has been identified as one of the most frustrating part of our practice. Keeping patients waiting unnecessarily can be a cause of stress for both patient and dentists. In order to minimize patients waiting time, I will take following steps as a priority . Well planned and advance patient's booking Informing patient in case practice is running behind the schedule. .Adherence to allocated times . Rescheduling patient's appointments . Additional staffing on the day 5. Focus on Patient's Needs Customers pay a great deal of money to get the best dental treatment. Therefore, it is essential to focus on the things that matter to them. Keeping our clients' records safe should be our prime responsibility. Also expect patients to discuss dental care plans and treatment options. I will always also maintain eye contact with patients and respond proactively. These gestures show our sincere interest in what patients have to say and it also gives them impression that we are ready to put their needs ahead of everything else. Budget Allocations Well-trained employees are essential to the success of any company's business. Well-trained employees make fewer mistakes and, because they feel valued and appreciated, training increases their commitment and personal confidence. Totally smiles Group, FinanceMy@ Campus BSBCUS401 Coord inote implementation of customer service strait Case Study v2 3 (2019/03/12] a patient whether it is valid or not. A significant majority of the complaints and episodes of itigation experienced by members of clinical Staffs display some evidence of a breakdown in the interpersonal relationship between the patient and the dental professionals. However, it's the responsibility of clinic to address these shortfalls and mitigate the situation to keep patient's trust and confidence intact with the clinic. Background: This report has been prepared to address the shortfalls identified in previous report Recommendations have been made keeping in view feedback obtained from the patients, who volunteered to give their valuable time and feedback to identify our shortfalls and assisted in completing this report. Recommendations Customer Service must be top priority in most service-related industries, but in recent years it takes a backseat in the healthcare industry that require to bring it to the top priority again. Operational Efficiency: Happy patients are easier to deal with, and their lower stress and higher comfort may end up leading to faster and better health outcomes. Ultimately, that means running a more efficient and more successful business and raise benchmark in the industry. Patient Satisfaction: Satisfied Patients are less likely to switch doctors or dentists and have loyalty over the long term. Customer Reviews. Don't forget that patients can review the same way they review other businesses; good customer service means better reviews, recommendation and more patients in the future. 1. Use of Social media for Feedback Continuous feedback from customers are essential in order to improve business and good reviews create good relationships b/t customers and company. In order to get continuous feedback from customers Social media platforms like Facebook, Instagram and Google Plus etc. is very useful tool in recent modern times. The main advantages to use social media that it works fast and easy to use. It's helps brands to quickly connect with their consumers, reviews the feedbacks and solve it in efficient and prompt method. Consumers are also turning to Twitter or Facebook to voice their experiences online - and expect to receive a response from the connected companies within a 24-48 hours gap. In order to improve business relationships with customer and as a practice manager, I will open business social accounts on Twitter, Facebook and Instagram to start interacting with the clients and promptly resolve their queries. 2. Staff Training and on the job mentoring Most members of the dental team have either less or no formal training in communication, or complaints handling, so with current world practices it is very essential to train staff to develop better communication skills and mentor them on the job based on the scenarios. The best example is to your own reaction in this situation, if you were a unsatisfied patient asking the practice receptionist for the name of a person dealing with comp sints and the answers comes back; "Sorry, I don't know or not sure, I will appreciate if you could call back tomorrow when the other receptionist available? Would it improve your confidence in the practice and ability to handle complaints? Are you more likely to take the complaint further? As a practice manager, we require to train all those in the dental team who are involved with the complaints handling process. Untrained staff should then be instructed to direct all complaints speedily to the nearest trained complaints handler