You have been given a task as Customer Service Manager at Entry Group to draw insights from verifiable evidence of customer feedback. You are to develop recommendations and conclusions to ensure the group has best practice models for service standards and improve customer service delivery. After reading the resource material, complete the table below:

	Email complaint	Google review complaint
Customers needs or requirements
Problems with service delivery
Options to improve this
Ways to promote this change to customers and team members

"Hi Andrew,

It saddens me to have to tell you this after being a client for many years, I feel the time as come to find another broking firm.

I recently refinanced one of my investment home loans and it seems the loan was set up incorrectly. I requested to have a basic variable home loan and have a package loan with AMP that has a great interest rate but the offset features I do not really want for my investment property. I explained to Ana your assistant and she had changed the Game Plan forms for me, which I signed. The forms from AMP also said it was a basic variable loan, so I have no idea how this has changed back?

I called you several times last week to discuss this and you have not returned my call. I do understand how busy you are at the moment, but I have left messages with no response.

I am currently in discussions with a friend of mine that has another broker they recommend. I wanted to give you the opportunity to rectify the situation as we have had a long history together and I value the connection we have made over the years.

Kind regards Melinda Good"

Complaint 2 - Google review - Tanya Thompson

"Entry Finance are a great broker; the service is amazing.... until settlement. Once settlement has occurred and you need some information, they just don't always get back to you when you need them. Maybe a little more after sales service is needed but other than that they are great!"