The first part of this assessment requires you to review the scenario information above and conduct research using the Internet. Find ways that customer service can be improved and what best practice customer service is.

You should also research opportunities for professional development in customer service, such as formal training courses or workshops. Identify at least one training opportunity that falls within the allocated budget and present for discussion at the meeting.

Use the above information to provide an analysis of customer service issues relevant to the staff in the case study, as well as possible improvements that could be made.

The staff that you will be required to present to are a diverse group of individuals with varying levels of language and literacy skills. You will need to consider as part of your meeting preparation how you will ensure that the information you provide is presented to facilitate maximum understanding and participation of all team members.

You will also need to consider techniques you can use to build trust and confidence within your team. Your assessor will assess you demonstrating your ability to communicate to a diverse audience, as well as build trust and confidence during the meeting you conduct with staff