TASK: Total marks possible 50
Please answer the questions below. You can either write or type your answers into a
separate document. Please name your document file with “Your Name” and “Exercise
4”.You must provide an answer to each question.
In some cases we will give you a reference to the unit in which you will find the
information you require. In some cases you may need to rely on your understanding
from what you have learned from the content, or undertake a search on the internet.
The questions will also be used to assess your language and literacy skills. The assessor
will check all your exercises and assignments to ensure
- that they are accurate with correct grammar and punctuation
- that they are appropriate to the target audience.
- that they show planning and organisational skills.
- that they demonstrate your ability to search for products and service information
and use problem solving approaches to identify customer needs and expectations.
QUESTIONS
1. List at least 5 points that are important to ensure communication delivers on
customer needs, expectations and priorities. (5 marks)
2. It is important that staff should deliver an outstanding customer experience at all
times. What are the specific behavioural competencies that this requires and how
would this be measured? (5 marks)
3. Using information provided in Unit 2, it is important that an organisation
continually improves. How might an organisation collect information to facilitate
this? (3 marks)
4. There are many laws that regulate the way businesses may provide service to a
client. Why is this important and what is your responsibility? (3 marks)
5. Write a short guide regarding customer service that you would use, as a mortgage
broker, to look after a customer. Your guide should not be more than 5 pages
(approximately 2,500 words) and should include the following points: (5 marks).
Identify and clarify customer needs and expectations.
Assess the urgency of the request.
Determine priorities for service delivery.

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