This activity will enable you to demonstrate the following performance evidence:

• Develop and implement at least two strategies to improve customer service delivery.

In the course of the above, the candidate must:

• Respond to and report on customer feedback and complaints
• Review client satisfaction using verifiable data
• Consult and communicate effectively with relevant people
• Develop and implement strategies and methods to improve customer service delivery, including:
  • budgeting
  • promotion to staff
  • documentation and follow up.

Answer the activity in as much detail as possible.

Each of the following tasks will need to be performed.

1. Prepare two details of customer feedback for an organisations customer service. Read thisfeedback and with a group of 2-3 peers work together to determine the following:

• The key requirements of the customer
• The main points for improvements.

Make notes during your discussion. These will be used for the next question.

2. Following on from the previous activity, develop two customer service strategies that isappropriate for the organisation and takes into account the feedback received.

Your strategies should include details of:

• Customer service objectives being addressed
• Customer requirements being addressed
• The aim(s) of the strategy
• Practical application of the strategy, including budgeting and resource requirements.

3. Finally, produce two individual reports outlining how your customer service strategies would beimplemented in the workplace for both the scenarios.

Both of your reports should expand on the key details you outlined in your plan, and outline specificsteps you will take to implement the strategy from beginning to end.

(Each report should be max. two A4 pages)