Identify five Australian legislative acts relevant for customer service for an organisation that provides business-to-business (B2B) services to customers.

2.Explain what the purpose of the Australian Competition & Consumer Commission (ACCC) is.

3.Identify two international standards used for best practice models of customer service.

4.List five techniques that should be implemented when dealing with customers.

5.Outline two techniques that should be implemented when dealing with customers with a hearing impairment.

6.Outline a technique that could be implemented when solving customers' complaints where the customers are displaying the following behaviour:

AGGRESSION

Demanding

Indecisiveness

Talkative

7.Explain what customer needs research is and detail a process that an organisation could implement to undertake this research.

8.Explain what customer relationship management is and why it's important.

9.Explain how organisations manage customer relationships including recording interactions between the customers and customer service representatives.

10.Identify the system that an organisation should use to manage the ongoing quality of their products and/or services.

11.Explain the steps in a problem-solving process used to manage a customer's complaint about a product or service.

12.List four techniques that can be implemented by customer service representatives to provide quality customer service.

13.Describe a continuous process for monitoring, managing and improving customer service relationships.

14.List three strategies that organisation can employ to obtain customer feedback.