BSBOPS505 Manage organisational customer service 12. Explain five methods by which a company can promote its products.

13. Explain how customer service can impact on the public relations image of a company.

14. Explain how you could overcome verbal communication barriers with customers.

15. Explain how you can overcome barriers to communication with customers who have a hearing impairment.

16. Outline four keys way of providing excellent customer service.

17. Explain why an unhappy customer is not good for business.

18. Explain the importance of understanding customer behaviour and two techniques that can be used to analyse customer behaviour.

19. Explain three key customer research methods.

20. Explain the importance of recording and monitoring complaints.

21. Explain two strategies that can be used to monitor, manage and introduce ways to improve customer service relationships