$1.$ Why is it necessary to devise a communication plan for quality and CRM$?$

Consider these findings of annual Customer Satisfaction Surveys of the RAF:

Key communication problems experienced by the claimants regarding the service that they had received were nonresponsiveness

to claimants$$ queries across the claims value chain and a high rate of repeat calls $($South African

Government, $2023).$

$2.$ Draw up an internal communication plan for your department in the RAF.

$3.$ In your plan you should also explain the benefits that this plan will bring to your team, and your clients.

$4.$ Critically evaluate your communication plan against the standards highlighted by Bacal $(2013).$