Note you can answer your questions under each

Note: You can answer your questions under each question or prepare the answer in a separate
document. Alternatively consult with your Trainer /Assessor.
1. How could you define customer service and what are its key principles?
2. Provide three examples of common customer needs and expectations.
3. Within your organisation, what are the roles and responsibilities of management, supervisors
and operational personnel in providing quality service?
4. Provide two examples of sources of information in relation to current service trends and changes
that affect service delivery.
HA_SITXCCS008_Learner Workbook V2.1_12Oct2018

5. Provide one example of an internal environment change and one external environment change
and explain their potential impact on planning for customer service.