You have been asked to explain to a new group of employees your organisation’s practices with regard to customer service.

You have been asked to explain to a new group of employees your organisation’s practices with regard to customer service. Plan and document a presentation* (see below) that you might give. For the purposes of this project you can use a hypothetical organisation.

In the presentation you will need to explain:

the procedures that should be followed to work with customers and identify their needs
what questions you might ask to help match customer needs with products/services
how they can help customers:
evaluate products and services
prioritise their preferences
what information they should provide
how they will reach agreement
the legislation and ethical requirements with which they must comply
how to identify potential areas of difficulty in customer service delivery and take appropriate actions
when they might need to explain their rights and responsibilities to a customer
what records they should keep

* Presentation information:

Use MS PowerPoint or Google Slides to prepare your presentation
Slide deck should comprise 15-20 slides
Slides should present all the essential information
Slides should not be overcrowded – bullet point format is best, with an average of 7 points per slide (following best practice)
Images are optional, but copyright must be respected
Slide deck should have a cover slide giving title of presentation and author
Each slide should have title of presentation in header, and also title of topic (e.g. ‘helping customers evaluate products and services’) above content
Upload slides at the appropriate submission point

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