Part B: Determine Customer Needs

Task Instructions

Read the following email and its attachment, then complete the tasks that follow:

To:

Jay Gartner $($Jay$.$gartner@cbsa.com.au$)$

From:

Henry Thomas $($Henry$.$thomas@cbsa.com.au$)$

Date$/$time:

Tuesday $9$:$28$ a$.$m$.$

Subject:

Investigate and Identify Customer Needs

Attachment:

Quality Indicator Survey.docx

To Jay,

Thanks for providing an overview of what customer service policies and procedures we currently have in place and how we relate to our customers. I would now like you to investigate and identify what the needs of our internal$/$external customers are so we can plan accordingly.

Please develop eight questions for our upcoming Quality Indicator Survey which can use to identify what our customers$$ needs are. I have attached the template for the survey. Please add the questions to this and return to me at your earliest convenience.

Kind Regards,

Henry Thomas

Operations Manager

$300$ Fictional Way, Sydney, NSW $2000$

Phone: $1800111222$

www$.$cbsa.com.au

Complete the Quality Indicator Survey Template on student portal to create eight $(8)$ questions that are designed to identify the organisations$$ customer needs.

Each question should:

ensure customers can indicate level of customer satisfaction surrounding their needs

ensure whether those needs are being$/$have been addressed

ask for their thoughts on the standard and quality of service received.