Q1:	Answer the questions given below. 1.1. Explain four (4) techniques for improving customer communication? 1.2. Discuss five (5) methods you can use to communicate and gather feedback from customers 1.3. Explain seven (7) customer communication techniques

Q2:	Answer the following question: 2.1 What are the key principles of customer service? 2.2 What are the benefits of good customer service to an organisation?

Q3:	Answer the following question: 3.1. What do you understand by the term customer verification? What are the three (3) benefits of having verified clients? 3.2. What are the different sources of information you can use to understand your customers? 3.3. Explain the following sources of verified client information Focus groups Questionnaire

Q4:	Answer the following questions: 4.1. Explain the following techniques used for identifying customer needs: Market research Customer Relationship Managemen 4.2. How can you use the following techniques to review/measure customer satisfaction? Net Promoter Score (NPS) Customer Effort Score (CES) Customer Satisfaction Surveys & Score 4.3. What are the different types of primary and secondary sources of data/information required to identify and review customer needs?

Q5:	Answer the following questions: 5.1. What three (3) key factors should be considered for choosing organisational business structure relating to customer service? 5.2 Explain three (3) types of organisational structure related to customer service 5.3 What is the relevance of products and services in maintaining customer service?

Q6:	Answer the following questions: 6.1. Explain four (4) techniques for drawing insights from verifiable evidence to develop recommendations and conclusions 6.2 What are the sources of gathering customer insights from verifiable evidence that helps in the organisation's development?

Q7:	Answer the following questions: 7.1 What are product and service standards that an organisation should comply with? 7.2 Explain the purpose of customer service models