Performance objective

the candidate must demonstrate knowledge and skills required to assess customer needs,
recommend actions to promote the improvement of costumer service delivery and support
implementationof customer service strategies

Assessment description.

using the workplace scenario information provided, you will perform a role-play in which you will
assess customer needs. diagnose service delivery problem. develop options to improve customer
service, and follow complaints procedures, you will also demonstrate the use of a website to meet
customer needs. additionally, using the workplace scenario and role-play information provided. you
will explain an organisation's customer service strategy to a colleague or colleagues (your assessor
and/or other people chosen by your asessor to play the role of colleagues). you will explain
opportunities to apply the strategy to customer service contact. You will also explain budget
allocations for customer contact.