1 Understand the concepts and practices underpinning customer service delivery
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Question 1 of 5
1. Question
1.1 Explain the value of customer service as a competitive tool
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Question 2 of 5
2. Question
1.2 Explain the process of mapping the customer journey and its importance in delivering effective customer service
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Question 3 of 5
3. Question
1.3 Describe techniques used to identify service failures
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Question 4 of 5
4. Question
1.4 Explain the concept and importance of the service profit chain
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Question 5 of 5
5. Question
Describe methods of measuring organisational effectiveness in the delivery of customer service
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