1. Identifythreetypesoflegislationthatapplytocustomerservices, alongwiththeregulatory frameworks theyfollow.
2. Describe how quality, time, and cost affect customerservice.
3. Whatshouldbeincludedinpoliciesandproceduresforcustomerservice? (Providesixor more).
4. How should you handle a customer complaint?
5. Identify four customer service standards and give a brief explanation for each one (write one or two sentences foreach).
6. What is SERVQUAL?
7. Why would you use Porter's five forcesmodel?
8. Identify three service models you could use for customerservices.
9. Explain Public relations and product promotion.
10. Identify three things you should do when solving customercomplaints.
11. What are the principles behind the following, and how would you managethese?

• Customerbehaviour
• Specific customerneeds
• Customerresearch
• Customerrelations
• Ongoing product and servicequality
• Problem identification andresolution
• Quality customer servicedelivery
• Recordkeeping and management methods.

12. Suggest three ways you could monitor customer servicerelationships.

13. Suggest three ways to improve customer servicerelationships.

14. In relation to your organisation or business industry, identify three strategies you can use to obtain customerfeedback.