1. Explain why it is essential to have an effective complaint handling procedure.
2. If you are faced with an escalating complaint, why is it necessary to involve management?
3. List three ways you can set a positive example for customer service as a manager.
4. Why should specific preferences of regular customers be communicated and shared with all staff
5. It is necessary for service standards to be communicated to and followed by both new and old staff. Which policies and procedures can be used to assist in setting standards? Provide 3 examples.
6. List 10 examples of policies and procedures which are commonly used in organisations to set standards for customer service:
7. How can changes in technology affect the business' customer service practices?
8. How can management changes and organisational restructures affect the business' customer service practices?