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Assessment 1 - Project

This document outlines an assessment for a customer service course consisting of three tasks: 1) A research report answering questions about customer service principles, techniques, conflict resolution, service delivery methods, industry standards, and organizational policies. 2) Locating and outlining a customer service policy to provide quality service. 3) Answering questions about special requests, service delivery, and maintaining customer profiles. It also describes two role-playing assessments: 1) Determining customer needs, providing products/add-ons, and gathering feedback. 2) Managing customer complaints in groups as a customer, representative, or supervisor and discussing difficult service situations.

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Priyanka Thakur
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77 views

Assessment 1 - Project

This document outlines an assessment for a customer service course consisting of three tasks: 1) A research report answering questions about customer service principles, techniques, conflict resolution, service delivery methods, industry standards, and organizational policies. 2) Locating and outlining a customer service policy to provide quality service. 3) Answering questions about special requests, service delivery, and maintaining customer profiles. It also describes two role-playing assessments: 1) Determining customer needs, providing products/add-ons, and gathering feedback. 2) Managing customer complaints in groups as a customer, representative, or supervisor and discussing difficult service situations.

Uploaded by

Priyanka Thakur
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Assessment 1 - Project

For the written activity the learner will complete the following
assessment.

The written activity is a stand-alone activity that is assessed separately


to the activities that form the evidence portfolio. The written activity
will allow the learner to display required knowledge and skills that are
essential when contextualising overall competency.

Task 1
Your task is to research the following information and write a report
outlining your findings. Use the following questions as a guide to your
research:

1.       Outline the principles and benefits of enhanced customer


service experiences and positive communication.

2.       What are the techniques used to anticipate customer


preferences, needs and expectations?

3.       Discuss one conflict resolution technique.

4.       What methods can be used to enhance service delivery in


response to staff and customer feedback.

5.       List at least 7 extras and add-ons you might offer a customer.

6.       Choose the industry or sector that you are or would like to work
in and discuss the following:
a.       Professional service standards and protocols for service industry
personnel

b.       Attitudes and attributes expected by the service industries to


work with customers

c.        Different customer service needs and expectations

d.       Types of customer loyalty programs

e.       Essential features and use of the customer databases

7.       Choose an organisation you would like to or are working in and


discuss the following: 

a.       Designated response times for providing service and resolving


complaints

b.       Customer service policies and procedures

c.        Complaint handling policies and procedures

d.       Promotional services offered

8.       Briefly outline the steps involved in solving each of the following


problems:

a.       Incorrect pricing or quotes

b.       Delays or errors in providing products or services

c.        Misunderstanding of customer requests

d.       Escalated complaints or disputes

e.       Other team members or suppliers not providing special requests


f.         Misunderstandings or communication barriers

g.       Unmet expectations of, or problems or faults with, a service or


product

9.       Briefly discuss the methods of compensating dissatisfied


customers.

10.   What factors do you need to consider when determining


compensation of dissatisfied customers?

11.   What do you need to consider when approaching each person?

12.   What methods of collecting feedback could you use?

13.   What are the essential features, conventions and usage of


different types of communication techniques and equipment?

Task 2
Then you are to locate a customer service policy and outline the steps
involved in providing your customer’s with a quality service.

After you have completed this activity you will have to hand it in.

Task 3
Answer the following questions in relation to your organisation or one
you would like to work in:

1.       When would you check actioning of special requests?

2.       Who would you liaise with to ensure efficient service delivery?

3.       Who would you share customer information with to ensure


quality service delivery?
4.       Why should you maintain profile on customers?

Assessment 2 Case Study / Rol Play


Perform the following role plays or write the script of the scenes.
Afterwards write a report relating to the discussion items below.

Role play 1

1.       Your task is to pair up with another student and role play the
following customer service actions. You will need to take turns in
playing the customer service representative. You are required to:

a.       Determine your customers’ needs

b.       Advise customer on their product choice, anticipating their


needs

c.       Provide the customer with the product

d.       Offer add-on’s or extras to match the product

2.       Over a period of time you will need to perform this activity on at


least three occasions. Each time using a slightly different scenario. For
each scenario you will need to consider:

a.       Organisational procedures and policies

b.       Effective communication methods


3.       At the end of each role play you will need to gather feedback
from the customer on quality service.

Role play 2

4.       Then you are to perform another three role plays in which you
are managing a complaint from a customer. You will need to perform
this in groups of three. One to play the customer, one the customer
service representative and one the supervisor or manager. You will
need to listen to the customers complaint and try to determine how
this incident can be turned into an excellent customer service action.

5.       At the end of these role plays you will also need to get feedback
from the customers and your supervisor.

Discussion

Then you are to write a report to summarise the discussion that you
have with your group regarding how you would manage a difficult
service situation. You will need to cover the following points.

6.       What you would do if there was an identified problem with a


product?

7.       How you would manage delays in product delivery?

8.       What method you would use to communicate delays with the


customer?

9.       How you would compensate the customer?

10.   What alternative products could you offer?


11.   What suggestions could you make to management to avoid this
situation occurring again?

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