Unit 12 exceed customer expectations
learning outcome 1 understand how to exceed customer expectations
assessment criteria 1
1.1 explain how customers form expectations of the service they will receive
1.2 explain legislation, organisational policies and procedures that can limit or vary the
service offer
1.3 explain the types of actions that customers are likely to perceive as adding value
1.4 explain how to recognise when actions taken to offer added value could be built into the
service offer

"everyday

use" was written by alice walker. this is a story about two sisters, dee

and maggie wanting to have the handmade quilt. maggie wants to use the thing

for its purpose, while dee appreciates it for being “her heritage”.   the quilt represents family heritage. it was

believed that only dedication and years of hard work can represent a  quilt. 

mama decided to give

the quilts to her less fortunate daughter, maggie because she believed that dee

could not hold the true meaning of their family heritage and   that she would not use the quilts for their

purpose. however, dee believed that maggie can’t appreciate the quilts just as

how she sees them, and she thought that the quilt will be put to “everyday use”

by maggie and within 5 years or so, the quilt will turn into a rag. in the story, dee strongly believed that maggie do not deserve the quilts.

explanation:

have a great day!

i believe the answer is b. we

maybe attach the passage in case, someone has never read it!

explanation:

hope this

-sawyer