3. Consumer Relations Department Cadbury PO Box 12, Bournville Birmingham B30 2LU

7. To achieve M4, learners must build on their knowledge of monitoring and evaluating customer service and explain how it can improve customer service for the customer, the organisation and the employee.
Learners would benefit from drawing on examples from their own experience or from case study examples.
Task:
You are going to the CEO of Kraft to identify and explain how monitoring and evaluating customer service can improve customer service for the:
Customers
Organisation
Employees

8. D2
Learners need to build upon their explenations (M4) into full analysis of how monitoring and evaluating customer service and explain how it can improve customer service for the customer, the organisation and the employee.

9. What does customer service involve?
What can Cadbury’s do with this information that will benefit customers?

10. How will monitoring and evaluating customer service improve customer service for customers?
Improve products:
Quality
Reliability
Design
Ingredients
What they have at Cadbury world
Find out what is good and bad because……………..
This is important because ….
This will benefit the customers because …..
(for each)
Examples ……………………..
Applied to Cadbury’s …....
Improve customer service
How they are treated by staff around Cadbury’s world
How complaints are dealt with