Customer Service Assignment
Qualification - BTEC Higher National Diploma in Hospitality Management
BTEC Unit 3 Customer Service
QFC Level - Level 4
Purpose of assignment
This Unit Customer Service Assignment enables learners to gain an understanding of customer service policies and the purpose of promoting a customer-focused culture and to gain skills to provide customer service.
Task 1: Researching Hotel Customer Service Policies
Scenario
Go out and obtain Customer Service Policies from a Global Hotel Chain and find reasons why the hotel has these policies.
discusses reasons for using customer service policies (AC1.1)
discusses the purpose of evaluating a customer service (AC1.2 part)
and indicates how this can assist future staff training and development (AC1.2 part)
Task 2 Group Work: Poster
Produce a poster with notes evaluating the different communication methods and demonstrate how they are used for best effect; and analyse how customer perception is influenced by customer service delivery (AC2.1; AC2.2)
Task 3: Individual Report Writing
Scenario
You have applied for a position as a manager in a hospitality organisation (hotel, pubs, restaurant etc), you have been invited for interview and as part of the selection process you have to produce report showing the investigation carried on customer service requirement and expectation in the organisation. You are expected to conduct research to investigate customer requirement and expectation.
Assess sources of information on customer requirements such as information through customers, staffs, management, customer records and past information) and satisfaction levels (AC3.2)
Carry out research using customer requirements and satisfaction levels for the organisation and suggesting potential improvements based on the outcome of the research (AC3.2)
Task 4 Role Play/Observation
Scenario
Assuming you have just been employed and trained to work in a Fast Food company and your supervisor has been asked by the manager to assess your customer service skills and you have been asked to demonstrate how to deliver good customer service. (4.1)
Afterwards, in not less than 300-500words or more review own performance during the role play stating what you feel you need to improve and make constructive recommendations (4.2/D2)
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Assessment Criteria
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1.1
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discuss reasons for using
customer service policies
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1.2
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discuss the purpose of evaluating a customer service policy, indicating how this can assistfuture staff training and development
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2.1
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evaluate different communication methods and how these are used to best effect
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2.2
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analyze how customer perception is influenced by customer service provision
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3.1
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assess sources of information on customer requirements and satisfaction levels
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3.2
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carryout research on
customer requirements and satisfaction levels for a
selected business, suggesting potential improvements
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4.1
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deliver customer service in a business and service environment
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4.2
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review own performance in the delivery of customer service and make recommendations for improvement
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