| Activity | Questions Description | Mark |
| 14 | How can organizations improve the response to frequently asked questions to enhance customer satisfaction? | 4 |
| Activity | Questions Description | Mark |
| 15 | What are the benefits of The concept of ownership in customer care concerning ownership to the individual, customer, and organization? | 4 |
| Activity | Questions Description | Mark |
| 16 | Analyze your organization’s customer service-related policies and procedures and make suggestions for possible adjustments or improvements. | 4 |
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