Subject: FINANCE AND MORTGAGE BROKING

1. List at least 5 points that are important to ensure communication delivers on customer needs, expectations and priorities.

2. It is important that staff should deliver an outstanding customer experience at all times. What are the specific behavioural competencies that this requires and how would this be measured?

3. . Explain at least 5 ways that an organisation may collect information to facilitate this?

4. There are laws and legislation that regulate the way businesses may provide service to a client. A) Name some of these legislations B) Why is this important and C) What is your responsibility?

5. Detail at least 2 recommendations on how you could improve and monitor your service delivery to prospective customers.