1. Identify three ways you can obtain information about current trends in your industry.
2. Explain businesses' responsibilities under Consumer Protection Law and how it impacts on customer service delivery.
3. Explain why it is important to have a clear refund and cancellation policy and what is required if there are potential price increases.
4. Describe the importance of providing accurate product information to customers in order to provide quality customer service.
5. In order to provide quality customer service, it is important to establish your target market. Provide 4 questions you should consider when developing a clear customer profile.
6. Why is consistency crucial to providing quality customer service?
7. Describe five common principles of customer service in detail.
8. Suggest three service standards to encourage quality customer service for your specific industry.
9. Describe 3 industry schemes aimed at improving customer service, including 1 relevant to your work area
10. Define continuous improvement and explain how this process contributes to effective customer service.