TASK 2

In this Learning task you are required to review the customer service delivery and monitoring for a specific organisation. This could be your workplace, another organisation that you are familiar with or can choose any healthcare business and base your responses on that organisation.

You are required to analyse & review customer service delivery and monitoring system in the organisation and identify an opportunity to enhance the quality of service and products offered by the organisation. You will need to base your recommendations on your research of the existing delivery process and analysis of customer feedback and satisfaction.

You must submit a report with specific recommendations to improve customer service delivery. In the report you must mention the following:

1. How to identify the customer needs

2. Effective interpersonal and communication skills used identify and clarify customer needs, inform customers about available choices

3. Possible constraints or limitations in addressing and meeting customer needs

4. Relevant legislations that may impact business operations and customer service delivery

5. Complaint handling procedure

6. Available options/flexibility or opportunities offered to clients to promote and enhance services and products to customers

7. Process to review service delivery using evidences like feedback forms, questionnaires, surveys, customer complaints, reports etc

8. Customer services related reports and documents

9. Recommendations on improving the customer service delivery of the organisation