This is a question from FNS40820. Exercise 3. a guide regarding customer service that you would use, as a mortgage broker, to look after a customer. Your guide should be a minimum of 2 typed pages and must include the following points: [10 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 Document recommendations to improve customer service Use recommendations to improve customer service