Assume you both manage a small computer store selling hardware, laptops and computer peripherals and providing technical support. You share the position, with one of you working two days and the other three. There are a further three sales staff and two technicians. The store is quite small, however it is always very busy. You have noticed that the sales staff "dazzle" the customers with technical jargon and customers have often complained via email and surveys that they often have had difficulty understanding what they are talking about. You have observed customers leave because they are not getting served quick enough.

Write a customer service standard that could be used for the store based on this information. Make assumptions and also ask your trainer/assessor for more information if necessary.

Assuming there is no requirement in the business plan for these issues, what would you need to integrate into it, according to the feedback you have?

What resources do you think you would need to address the customer requirements? How would you source these resources? (You can make assumptions based on the fact that you manage the store.)

Note down your responses.