Design and Implement Customer Questionnaire

Manage Quality
Customer Service

TASK A Design and implement customer questionnaire.................................................................5
TASK B Analyse and reporting on customer needs..........................................................................7
1. Number of responses and its demographics.......................................................................................7
2. What are its current needs and requirements?....................................................................................7
3. What are its future needs and requirements?.....................................................................................7
4. What do they think about McAnulty and Manickam Family Dental product or services?.............8
5. Why do the internal customers buy from them and not from its competitors?...............................8
6. What do they think about the pricing structures?...........................................................................8
7. What expectations does it have?....................................................................................................8
8. How do internal customers currently rate their consumers’ services?...........................................8
9. How do internal customers rate McAnulty and Manickam Family Dental websites? What is
missing or what have to be improved?...............................................................................................8
10. What could be improved?............................................................................................................8
11. Are needs beings met or not?.......................................................................................................8
12. How do internal consumers rate the quality of McAnulty and Manickam Family
Dental organisation products or services?..........................................................................................9
13. What improvements could be made to improve quality of products or services?........................9
1. Number of responses and its demographics...................................................................................9
2. What are its current needs and requirements?................................................................................9
3. What are its future needs and requirements?.................................................................................9
4. What do they think about McAnulty and Manickam Family Dental product or services?.............9
5. What do the external customers buy from them and not from its competitors?.............................9
6. What do they think about the pricing structures?...........................................................................9
7. What expectations does it have?..................................................................................................10
8. How do external customers currently rate their consumers’ services?.........................................10
9. How do external customers rate McAnulty and Manickam Family Dental websites? What is
missing or what have to be improved?.............................................................................................10
10. What could be improved?..........................................................................................................10
11. Are needs beings met or not?.....................................................................................................10
12. How do external consumers rate the quality of McAnulty and Manickam Family
Dental organisation products or services?........................................................................................10
13. What improvements could be made to improve quality of products or services?......................10
TASK C The Strategic customer service plan.................................................................................10
SECTION 1 Introduction and organisational overview...................................................................10
SECTION 2 Meeting the needs and requirement of external customers..........................................12
SECTION 3 Meeting needs and requirement of internal customers................................................13

SECTION 4 Online customer service..............................................................................................14
TASK D Customer Service policies and procedure........................................................................14
1. List of relevant policies and procedures.......................................................................................14
2. Attach copies of all relevant policies/procedures in appendix.....................................................15
3. Policies I line with relevant legislation and regulation.................................................................15
4. What is missing from these policies/procedures..........................................................................15
5. Recommend needs to be done to ensure org policies and procedures are complaint and also
support current and future recommendation....................................................................................16
TASK E Implementing customer service standards with employees............................................16
1. Communication strategy for team explain why need to change and actions you are putting in
place to help staff developing required skills to deliver high quality customer service...................16
2. List of skills team will need to have in order to maintain current level of customer service and
implement the recommendation made in customer service plan......................................................16
3. List people in team and conduct simple skills audit to see what skills they currently have what
they will need and what the gap is...................................................................................................16
4. Summarise skills and knowledge gaps in team and put together a plan to train staff in required
skills................................................................................................................................................17
5. Develop training program............................................................................................................18
APENDIX...........................................................................................................................................20

TASK A Design and implement customer questionnaire
Customers are the person as well as business which buy products or avail services from
other business. It is mainly categorised into two internal and external. Internal consumers are
considered as stakeholders who perform into firm as well as needs helps from another people
for accomplishing their work. On other side, external customers are regarded as the
individuals who pay for as well as utilise product or services of their organisations offers. So,
in order to formulate the customer experiences plan, respective organisation has to analyse
the customer requirements through developing as well as implementing consumer
questionnaires. Therefore, the questionnaires are discussed below:
For internal customers:
Questionnaires
1. What are the current requirements of internal consumers?
A. To provide hygiene and preventative dental services.
B. To motivate staff for performing effectively.
C. Both of them.
2. What are the future requirements of internal consumers?
A. Implementation of updates tools and techniques.
B. Implementing the new policies related to dental practices.
C. All of them.
D. None of the above.
3. What are the perceptions of internal clients about McAnulty and Manickam
Family Dental ?
A. It allows them to provide effective quality of products or services.
B. It provide healthy and friendly working environment.
4. What are expectations do the internal customers have from McAnulty and
Manickam Family Dental organisation?
A. Provides them learning opportunities.