Level 3 Diploma in  Business Management – Customer Service Assignment : Understanding, Delivering, and Enhancing Customer Experience

Level 3 Diploma in  Business Management

Unit Aims

The aim of this unit is to provide learners with the knowledge and understanding required to operate in a customer service role.  Learners will develop an awareness of customer service fundamentals before exploring types of customers and how a business can develop relationships with its customers.  Building on an awareness of different interpersonal skills, the unit will also enable a learner to demonstrate they have the skills to work alone and in a team to provide high quality customer experiences.

Learning Outcomes and Assessment Criteria 

Assignment Brief

Task 1 of 4 – Assessment Criteria 1.1, 1.2, 1.3, 1.4 and 1.5 are assessed in this task.

 Instructions

a. Make a list of at least five different legislations and/or regulations which influence customer service in your

b. Write a 100 word essay which explains two key differences between product quality and service quality.

c. Produce a four column table which;

• lists at least four ways in which to deliver good customer service
• gives an example of each of these ways and
• lists at least four ways in which to deliver poor customer service ● gives an example of each of these ways.

c. Write a 200 word essay which explains why effective customer service is important to a business you are familiar with.

Task 2 of 4 – Assessment Criteria 2.1, 2.2, 2.3 and 2.4 are assessed in this task.

Instructions

a. Produce a two column table which;

• states the types of customers of a business.
  and
• in no more than 200 words, explain what influences the behaviour of each of these different customers.

b. Make a list of at least five ways in which the same business can measure its levels of customer service.

c. Write a 500 word report which assesses the levels of customer service offered by the same business.

Task 3 of 4 – Assessment Criteria 3.1, 3.2, 3.3 and 3.4 are assessed in this task.

 Instructions

a. Produce a two column table which;

• lists at least four ways in which customer expectations can be exceeded and
• in no more than 200 words, explains how each of these ways will help to exceed customer expectations.

b. Produce a two column table which;

• lists at least four ways in which to negotiate effectively
  and
• in no more than 200 words, explains how each of these ways will help negotiations to be effective.

c. Write a 500m word report which recommends two ways in which the same business from task 1 could improve its relationships with customers.

You must fully justify your answer to c) above.

Task 4 of 4 – Assessment Criteria 4.1, 4.2, 4.3 and 4.4 are assessed in this task.  

Instructions

a. Produce a two column table which;

• lists at least four types of interpersonal skills and
• in no more than 200 words, explain why it is important to use each of these skills effectively when operating in a customer service role.

b. Write a 200 word essay which explains how the same business from tasks 1 and 2 could balance its own needs with the needs of its customers.

c. Write a 400 word essay which explains how working with others improves a customer’s experience.

Note: To achieve a ‘pass’ for this unit, learners must provide evidence to demonstrate that they have fulfilled all the learning outcomes and meet the standards specified by all assessment criteria.

Answer

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