a) Evaluate various evaluation tools or programmes for customer service management efforts and select the best instrument or programmes that minimise bias associated with the evaluation tool and assessor. Justify your answer using reasons or justifications.

b) For a business that is enthusiastic about incorporating customer service management methodology, identifying and correcting areas for improvement should become a continual agenda item. However, improvement operations necessitate more resources, which some businesses are hesitant to devote to this goal. Arrange for the organisation to approve existing and future customer service management activities by creating effective and efficient action plans.