1. Scenario: You have been provided with customer feedback for an organization's customer service( You can use any example). Read this feedback, and determine the following:

• The key requirements of the customer
• The main points for improvements

Make notes. These will be used for the next question.

2. Following on from the previous activity, develop a customer service strategy that is appropriate for the organization and takes into account the feedback received. Document your strategy in a rough plan and attach to your workbook on completion. Your strategy should include details of:

• Customer service objectives being addressed
• Customer requirements being addressed
• The aim(s) of the strategy
• Practical application of the strategy, including budgeting and resource requirements.