Choose an organisation with which you are familiareither as a current or previous employee or as a customer.

Choose an organisation with which you are familiar—either as a current or previous employee or as a customer. Consider what can and should be done to improve customer service in the organisation by completing the following activities. Your response can be aimed at either internal or external customer service, as good external customer service is dependent on good internal customer service. (Please note that the point of continuous improvement is that everything can be improved—regardless of how good you think the current situation is.)

1. Describe the current situation. (75-100 words)
2. Describe the proposed change. (50-75 words)
3. Explain three of the benefits of the proposal.
4. Explain the costs of not implementing the proposal. (40-60 words)