Your task is to write the answers to each of the following questions.

Scenario 1:

Identify a customer service-related issue you have experienced within your workplace. Give a detailed overview of the situation including both employee and customer perspectives. Then, discuss a strategy that might be used to resolve the problem and stop it from happening again. You should also discuss ways of monitoring the new procedure for effectiveness and how you might alter the strategy based on any feedback you might receive.

Ensure you consider each of the following points within your response:

1. Acknowledgement of the customer
2. Professionalism of the employee e.g., sensitivity to culture, age, gender; dress code, politeness etc.
3. Effective communication with the customer
4. Customer needs and options
5. Barriers and solutions
6. Timeframes
7. Ways to exceed expectations
8. Feedback
9. Policies and procedures of your organisation
10. Referral
11. Relevant legislation