1. The discussions with staff and customers and data analysis tasks will need to be observed. The assessor has a checklist of criteria they will base your assessment on. For your organisation (real or simulated), you must research and assess customer service practices and customer service requirements. This assessment needs to be documented for organisational change management. To do this, you must: Gather and read customer service surveys; these will be provided to you at your organisation or you may be signposted to obtain these from sources Gather and read a range of documents on industry trends and changes that impact current service delivery, such as organisational reports, industry reviews, articles and posts Speak with at least three different members of staff, formally or informally, to gain feedback about customer service needs, products and services, as relevant to their roles Speak with three different customers, formally or informally, to gain feedback about customer service needs, products and services Access customer data on a computer, and using the relevant analysis software, calculate and interpret customer satisfaction statistics and figures Access organisational business performance data on a computer, and using the relevant analysis software, calculate and interpret performance outcomes. Document the