The scenario for this task is that, in your role as the Customer Services Manager for your organisation (or the simulated organisation TAFE Forwarders P/L), you have reviewed the results of your customer satisfaction survey with your Director. The survey results were most disappointing, and your Director has tasked you to prepare an action plan to re-engage and motivate staff with a view to improving customer service. In the space provided, communicate the details of your customer service action plan to your staff and others in the organisation, and include in the plan: a. Scope statement b. Timelines for implementation c. Communication strategies d. Strategies for improving customer service e. Strategies for monitoring improvements