1) Identify five Australian legislative acts relevant for customer service for an organisation that provides business-to-business (B2B) services to customers.

2)Identify two International standards used for best practice models of customer service.

3)Explain what customer needs research is and detail a process that an organisation could implement to undertake this research.

4) Explain how organisations manage customer relationships including recording interactions between the customers and customer service representatives.

5) List four techniques that can be implemented by customer service representatives to provide quality customer service.