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Level 3 Diploma in Business Management – Customer Service Assignment : Understanding, Delivering, and Enhancing Customer Experience
| University | London College of Professional Studies ( LCPS) |
| Subject | Customer Service |
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
| Learning Outcomes – The learner will: | Assessment Criteria – The learner can: |
| 1. Know about customer service. | 1.1 State the legislation and regulations which influence customer service. 1.2 Explain the difference between product and service quality 1.3 Outline examples of good customer service. 1.4 Outline examples of poor customer service. 1.5 Explain why effective customer service is important to a business. |
| 2. Understand the customers of a business. | 2.1 State the types of customers of a business. 2.2 Explain what influences the behaviour of a business’ customers. 2.3 State ways in which to measure levels of customer service. 2.4 Assess the levels of customer service offered by a business. |
| 3. Understand how to improve the relationship with customers. | 3.1 Explain how to exceed customer expectations. 3.2 Explain how to negotiate effectively. 3.3 Explain different factors which increase customer satisfaction. 3.4 Recommend ways in which a business could improve its relationships with customers. |
| 4. Know how to effectively operate in a customer service role. | 4.1 Explain why effective interpersonal skills are important in a customer service context. 4.2 Explain how to balance the needs of customers with those of a business. 4.3 Describe techniques which are used to resolve customer issues and complaints. |
| 4.4 Explain how working with others improves a customer’s experience. |
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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.
| Learning Outcomes to be met | Assessment criteria to be covered | Type of assessment | Word count (approx. length) |
| All 1 to 4 | All AC under LO1 to LO4 | Portfolio of evidence | 3000 words |
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