Customer service Assignment -

Aim - This unit enables learners to gain understanding of customer service policies and the purpose of promoting a customer-focused culture and to gain skills to provide customer service.

Unit abstract - This unit introduces learners to the principles and objectives of customer service, with a focus on business and services operations, for example hospitality, sports, and travel and tourism. The unit will help learners develop an understanding of the nature of a customer service culture and the principle of quality service in the business and services management environment. The units will help learners to appreciate how important information gathered from customers is and its relevance to improved delivery of services. Learners must ensure that their evidence relates to the hospitality industry.

Learning outcomes - On successful completion of this unit a learner will:

1. Understand customer service policies within business and services contexts.

2. Understand the purpose of promoting a customer-focused culture.

3. Be able to investigate customer requirements and expectations.

4. Be able to provide customer service within business and services contexts to meet required standards.

Task 1 -

Write an essay in which to present a case-study on a chosen hospitality organisation. Make sure that in your essay you will cover the following topics: -

1.1 - Discuss reasons for using customer service policies in the chosen organisation.

1.2 - Demonstrate the efficiency of evaluating the customer service policy within the chosen organisation and indicate how this assists the staff training.

2.1 - Evaluate different communication methods and how these are effectively used in the chosen organisation.

 2.2 - Analyse how customer perception is influenced by the customer service provision offered by your chosen organisation.

3.1 - Assess sources of information on customer requirements and satisfaction levels within your chosen organisation.

3.2 - Investigate the customer requirements and satisfaction levels for your chosen organisation and suggest potential improvements.

Task 2 -

Part 1 - Role Play

4.1 - Deliver customer service in a business and service context

In this assessment activity you will work in groups of 3 students, in which one student will be a professional delivering customer service, one will be a difficult/angry/unhappy customer, and the third student will be the observer and in the same time he/she will video-record the role-play. The role-play should not be longer then 5-7 minutes.

For this part you must prepare by yourselves the scenario, the environment, the uniform and everything else you may need. Consider the customer's needs and requirements such as age, culture, disability or special needs etc.

The scenario shall be created by all the members of the group, together.

Part 2: Presentation

4.2 - Present your own performance in the delivery of customer service and make recommendations for improvement.

This part of assessment will be delivered in the classroom. You will present in front of your colleagues and teacher the video-recording (made in part 1, as explained above). During the presentation the observer will explain better the situation if needed, and will offer to the public the ideal solution to solve the problem presented in the role-play.

The scenario and the solution will be written in a word document and submitted on live-campus no later than 21st of March 2015. The video will be saved in the presentation day on the College's computer.

Attachment:- Assignment File.rar