This is an individual assessment. You are required to complete a customer service project by completing the following tasks.

You must answer all of the questions below, and include examples where appropriate. Please ensure that you have answered each question with an appropriate level of detail. If you need help understanding any questions, ask your assessor to explain.

Procedure

Prepare a report outlining your findings with recommendation for customer service improvements. You can choose any organisation and complete questions below.

With your trainer's permission, you may complete the task as a team project.

1.Provide a list of all the external and internal customer associated with organisation including those with specific needs.

2.What products and services do this organisation offer?

3.What makes this organisation different from its competitors?

4.Does this organisation have a customer service charter? If yes, obtain a copy of the charter to include in the report.

5.If no, describe how customer needs are identified and satisfied.

6.Does this organisation conduct formal customer satisfaction surveys? If no, how do they measure customer satisfaction?

7.How often is customer satisfaction measured? What other methods are used?

8.What policies and procedures do they have for dealing with customer complaints? If possible obtain a copy to include in the report.

9.What happens when a complaint is received? How is it managed, resolved and recorded?

10.What training is provided for customer service, products and services?

11.How does this organisation create a customer service culture?

12.How does this organisation go the extra mile for customers?

13.What is the organisation's success in promoting value-added products or services? How is that measures?