1. Knowledge Test If you need help understanding any questions, ask your assessor to explain. Many questions require a workplace example. Where possible, use examples from your own place of work to illustrate your understanding of customer service concepts. If you have not worked in a health-related workplace before, imagine that you are employed at a retail pharmacy store, and give answers based on what you think your experiences might be like.

1.1

What are principles of customer service? For each principle, give a workplace example of how the principle is applied (150 -200 words)

1.2

Identify three sources of information and explain techniques for identifying customer needs and reviewing customer satisfaction (75-100words).

1.3

What are two ways that organisational structure could affect the delivery of customer service? Give a workplace example for each.

1.4

In 50 words, explain what a customer service standard is? Why are they important? Give a workplace example.

1.5

Identify four common features of customer service best practice models.