You have been asked to develop at least two strategies to improve your organisation's customer service delivery.

You must:

• review, analyse and assess customer satisfaction using verifiable data
• respond to, document and report on customer feedback and complaints
• consult and communicate effectively with relevant people to identify and diagnose problems with service delivery
• make recommendations for changes/ improvements
• provide verifiable evidence and analyses to justify your recommendations

You must then:

• communicate and promote the proposed changes to staff
• identify, develop and implement at least two improvement strategies that align with:
  • the organisation's customer service objectives
  • best practice and benchmarks
  • clearly identified customer needs and expectations
  • budgeting requirements
  • training needs of employees
• provide suitable training and support for staff
• monitor and follow up the implementation of the changes
• identify and report on positive or negative effects of the changes

You can demonstrate these skills in the workplace or can write a detailed report explaining how each of these things would be accomplished.