1. Describe 6 skillsof effective customer serviceand explain why they are important.

1. Why customers have complaints? What are the methods of dealing with the complaints? How sale representatives need to do on spot? Please use two cases you encountered before to answer the above three questions and provide the background information of the cases.

1. Please select three different industries that you are relatively familiar with and explain what the best customer service model for each would be.

1. (i) List and describe two key principles ofPublic Relations (PR).

(ii) List and describe two key principles ofProduct Promotion.

1. List and describe the steps that can be taken by organisations to helpresolve customer complaints.