***PLEASE ANSWER ALL NOT JUST FIRST DOT POINT***

5. Write a guide regarding customer service that you would use, as a mortgage broker, to look after a customer. You may wish to write it with a new staff member in mind that you want to train to high standards. Your guide should be a minimum of 3 typed pages and must include the following points: (5 marks).
   • Identify and clarify customer needs and expectations
   • Assess the urgency of the request
   • Determine priorities for service delivery
   • Inform the customer of possible choices
   • Assist in the selection of the preferred option
   • Address what action you would take if you were unable to satisfy the customer need
   • Seek appropriate assistance where appropriate
   • Provide prompt service to customers
   • Establish and maintain rapport with customers
   • What action might be taken if there was a complaint
   • Provide assistance should there be a specific need
   • Propose cross-selling opportunities that may be apparent
   • Seek customer feedback
   • Review customer satisfaction
   • Use feedback to improve customer service