BSBCUS201 Pathology Collection
Read these two scenarios and answer the questions that follow. Answers should be word processed for submission. Scenario 1Mrs Smith visited ABC Health Care for a blood collection service. As you walk through the reception area you notice that the receptionist at the front counter appears disinterested in Mrs Smith’s arrival and displays a short and abrasive attitude towards Mrs Smith when she arrives at the front counter. You don’t see Mrs Smith again until you call her for her service. It appears that Mrs Smith is upset or annoyed but as she is a regular patient to your collection centre, you know this is not normal for her. Scenario 2Mr Jones came into collect a series of tests before attending his GP appointment late that day, however they were not ready at the time of his visit. You were able to organise his tests to go direct to his GP a short time later. He has called in to compliment you and your organisation on the service provided.Questions:1. What are the customer’s needs in each scenario? How did you determine their needs?
2. Give a detailed account of how you would handle each situation/ scenario. Include information regarding policies and procedures as a representative of your organisation.
3. What can you do to prevent the situation from happening again in scenario one?
4. Outline the procedure for customer complaints.
5. What can you do with customer feedback?
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