Problem
A. How do principles of customer service change when customers make high value purchases?
B. How does accreditation help to build professional industry standards?
C. What are the roles and responsibilities of managers in the provision of quality customer service?
D. Identify five trends in the external environment affecting the way organisations do business and provide customer service.
E. Customer satisfaction surveys can be used as a research tool to monitor, measure, and evaluate customer satisfaction. What methods can be used to survey customers? What are the components of an effective survey? How should the data received be used by the organisation?
F. How does the development of customer service policies and procedures contribute to the provision of quality customer service? (This need to be a full page answer)
G. How can complaints be used to good effect by organisations? Why should they be monitored, reviewed, recorded and analysed?
H. Identify and briefly describe at least five examples of quality assurance schemes.
I. What topics might be included in customer service policies and procedures to ensure quality customer service? Provide at least three examples.
J. What is the intent of competition and consumer legislation that applies in your state/ territory and how does this influence service delivery?