Manage Quality Customer

Service
BSBCUS501A
Donna Mason

Donna Mason Page 1 12/7/21

DETERMINE CUSTOMER REQUIREMENTS

Customer Service Quality is a measure of how well the service the

company gives to match the Customer expectations.Toexpectations.
To deliver quality service means meeting the customer expectations
on a regular and consistantconsistent basis.
The delivery of this excellent service is one of the most difficult
tasks a company can undertake therefore making this task extremely
hard for the company to evaluate, hence customers have to look
closely at quality service to be able to compare these services.

Customer Service Quality can be the customers’ perception of how

well the service is delivered or meets their needs. This service
quality is judged by the customer and not the companyThe customer
and not the company judge this service quality., Ffor example, a
Pathology Company has to provide quality service for the Doctors
that refer their patients, which in turn expect quality service at the
‘point of contact’ right through to quick turn around times for
reporting of results. The company knows this by the feedback given
from both Doctors and patients alike. When the level of service is
unsatisfactory the Doctors will voice this by sending their patients to
rival Pathology Providers therefore taking business away, which
flows right through the company leading to huge loses in revenue. In
saying this, it is very important for the company to determine what
 Manage Quality Customer Service
BSBCUS501A

customers expect and then develop and implement

straturgesstrategies that enable it’s employees to meet or exceed
thoseservice is expectations.

PLAN FOR QUALITY SERVICE

Customers find it difficult to evaluate service quality. Most

customers lack the skills to evaluate the quality of the service
therefore they must place a great deal of faith in the integrity and
expertise of the service provider. Service Quality may be the only
way customers can choose one service over another and for this
reason the Company CEO right down to the
MaintainenceMaintenance team need to understand how customers
judge service quality. The following table defines the dimensions
that customers may use when evaluating service quality and it’s
importance.

Dimension Criteria Examples

Evidence of the Appearance of the A clean and
service facilities professional work area

Appearance of Staff Clean and well dressed

Collection staff

Equipment used to Clean and well

provide the service maintained furniture
and Pathology
equipment

Dependability in Accuracy of patient Accurate labeling of

performing the service identification Samples

Performing services Test results reported

when promised with quick turn
around time

Accurate product Collection staff fully

knowledge aware of collection
requirements and
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BSBCUS501A

special handling of
samples

Willingness of Returning customer A Collector taking

employees to provide phone calls ownership of the
the service customers
inquiry/complaint

Providing prompt Collectors

service communicating to
waiting customers and
working efficiently

Handling urgent Collectors

requests communicating with
the Lab/Doctor
regarding urgent tests
Competence of Product knowledge Highly trained
employees and ability and high skill level collection staff
to convey trust and
confidence Company name and A known and
reputation respected service
provider
Personal
characteristics of A collectors work ethic
employees and manner
Empathy and attention Listening to customer A collector listening
provided by needs and understanding a
employees customers complaint

Caring about the

customers interests

The question being, how can customers evaluate something they

cannot see or feel