2 Integrate customer service goals and requirements (identified in Section 1) into the existing business plan. Make sure any changes you make to the business plan are obvious (e.g. by highlighting the added information). Your style of writing should be appropriate for business use. Note: Attach the modified business plan to this section of your portfolio. 3 Refine at least one of your business's customer service policies and procedures to reflect best practice models, standards and customer service goals and requirements (as identified / evaluated in Section 1). Make sure any changes you make to the policies and procedures are obvious (e.g. by highlighting the added information). Note: Attach the modified policies and procedures to this section of your portfolio