Customer Service Brief

Skills Demonstration: (Marks 60)

You will be asked to provide evidence of the skills as listed in the marking sheet. This assessment will take place throughout the learning process by means of roll plays.

1. Use of Verbal and Non Verbal Communication Skills (10 Marks)
2. Handling Complaints and Compliments (10 Marks)
3. Handling Challenging Situation (10 Marks)
4. Demonstrating Telephone Techniques (10 Marks)
5. Demonstrating participation as part of a Team (10 Marks)
6. Write up a Critical Analysis of Personal Strengths and Weaknesses (10 Marks)

Assignment - Customer Service Observation (Marks 20)

Observe for a period of one hour customer service in action. Note and comment on customers’ and providers’ actions and reactions in various situations.

To complete the assignment, candidates will provide:

• A description of the observation site, including its
  (1) physical environment (2) function of area (3) staffing (4) equipment (5) type of customer contact (6) special circumstances relating to its vocational area.
• A log of customer behaviour over the 1 hour period that includes information on
  (1) timing (2) number and types of contacts (3) nature of contacts (4) customer behaviour (5) customer needs and wants.
• A log of the provider(s) behaviour over the same period that includes information on
  (1) customer contact skills employed (2) response to needs and wants (3) outcome of contact 

Due Date: 28/02/04

1-hour Examination (Marks 20)

A 1-hour examination based on a broad range of specific learning outcomes as in the module descriptor. Three structured questions will be asked covering Units 1 to 5. You will be required to answer two (10 marks each).

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