Meet with management. At the meeting, you will discuss and confirm the customer service strategy with the General Manager (your assessor). At the meeting, you will be required to: Explain the importance of customer service, as well as legislation and regulations key to customer service Explain each of the strategies and actions in the new customer service strategy Explain how strategies and actions will assist in achieving the key customer service principles, as well as the strategic mission, vision, and objectives.

Explain how your plans achieve the quality, time, and cost specifications the company has agreed to uphold for customers. During the meeting, demonstrate practical communication skills including Speaking clearly and concisely Using non-verbal communication to assist with understanding.

Asking questions to identify required information Responding to questions as required Using active listening techniques to confirm understanding Your assessor (in the role of the General Manager) will provide you with feedback on your strategy, which you will incorporate into the document.