Resources Learner Resource Book Session 1,2 Week 1 Welcome participants to the program. Self-introductions students and teacher . Introduction to unit SITXCCS008 Develop and manage quality customer service practices Topics Develop quality customer service practices Obtain information on customer needs, expectations and satisfaction levels using both Main points formal and informal research. Provide opportunities for customers and staff to give feedback on products and services. Review changes in internal and external environments and integrate findings into planning for quality service. Provide opportunities for staff to participate in development of customer service practices. Develop policies and procedures for quality service provision Discussions, Knowledge Questions Face to face lecture Method of