1.Identify and briefly describe two legislative requirements which affect the service that you deliver to your customers. You should explain how you ensure that the service you provide complies with this legislation.

None

Satisfactory

Not Satisfactory

Assessors Comments

(If required)

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2.Briefly describe your organisation's policy and procedures for delivering customer service.

This may include minimum standards such as waiting times, etc.

You should also describe the policy and procedures for handling customer complaints. Please give an example of an actual complaint which you have personally handled, briefly outlining the nature of the complaint and the steps you took to deal with and/or resolve it following your organisation's policy and procedures.

None

Satisfactory

Not Satisfactory

Assessors Comments

(If required)

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3.Give four examples of verifiable evidence that can be used to review customer satisfaction.

None

Satisfactory

Not Satisfactory

Assessors Feedback

(if required)

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4.Describe the interpersonal skills that are necessary when serving customers, including customers with specific needs.