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3.1 Explain the features of different customer service models
and customer service standards
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3.2 Explain the relationship between customer service and operational areas of an organisation
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3.3 Explain the relationship between customer service and continuous improvement processes
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3.4 Explain the costs and benefits of customer service to an organisation
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3.5 Explain the impact of organisational values on how customers create their expectations
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3.6 Explain how organisational values impact on meeting customer expectations
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