Your business can only improve if it is prepared to change. Part of good customer service is responding to complaints or problems by finding solutions and making improvements to ensure that the same mistakes do not keep happening. Sometimes changes will be small. They may simply involve changing the way one staff member operates or changing your business hours. Other changes may involve an analysis of your operations and changing a production or delivery system. You will need to do a cost benefit analysis in these circumstances.

Sometimes changes that customers want are so expensive to implement that your prices would have to increase to a level that customers would not pay. These are difficult business decisions and may involve a review of your business plan.

You can try the 'Self tests' at any time to check your knowledge of this area. Choose from the menu options on the left to find out more about making changes.