Bsbcus501A Manage Quality Customer Service

1. Conduct a survey of customers to determine current levels of service within the pharmacy. It can be either a written survey or verbal questions (with responses recorded).

The aim is to benchmark your current service levels and determine what the customer needs are, so include questions that explore both service and needs.

You are required to submit:

(a) copies of the survey and

(b) an analysis of the results.

Fifteen customers were surveyed over two weeks (copies of the surveys are attached to the hard copy of this assignment). The majority of customers took this opportunity to provide constructive feedback on the level of customer service.

Although not all queries were resolved during the initial contact, customers seemed to appreciate that they were offered the option of receiving a call back instead of having to wait on hold. Customers with more complex medical enquiries seemed to appreciate that their enquiries were being looked in to and therefore were comfortable that they were receiving accurate, high quality information.

A known factor that seems to aggravate customers is having to explain their enquiry more than once. In the current system, the receptionist filters the call to identify which department the call needs to be filtered to, therefore customers are required to explain their enquiry initially to ensure they are directed to the correct department. Customers are sometimes then aggravated that they need to explain their enquiry again. Although the receptionist does brief the associate to whom she is transferring the call to, I believe that it is best if the customer repeats the enquiry to ensure that their exact query is answered and to reduce any possible miscommunication (e.g. referring to the wrong product).

The average rating for the level of customer service was 4.5 out of 5. Although I do believe that we provide a high level of customer service, as this survey was conducted verbally, I think that this score is slightly...