CUSTOMER SERVICE PROCEDURES 1. Organisational details Provide a brief outline of: The organisation The services it provides customers Its overall current business performance 2. Customer service evaluation process Explain current methods used to assess customer satisfaction levels and gain feedback. 3. Customers' needs and expectations What type of customers does your business attract? What are their expectations? 4. Changes in internal and external environments Review any changes in your organisation's internal or external environments. Identify any trends or changes which may impact on current customer service practices. List the changes that you have or may need to implement to cater for these changes. Name the sources of your information