Assignment Brief
Task A
Research report discussing the customer service policies
Carry out research into customer service policies. Using your research, produce a written report of your findings which should include:
a) A discussion of the reasons for using customer service policies
b) A discussion about the purpose of evaluating customer service policy and its relationship to future staff training and development
Task B
Communication and information research
Provide a written account demonstrating your understanding of the above subject. It should provide an insight on the:
a) Evaluation of the different communication methods
b) Analysis of how customer perception is influenced by customer service provision
c) Assessment of sources of information on customer requirements and satisfaction levels
Task C Group presentation
a) Carry out and present a research on customer requirements and satisfaction levels for a hospitality business (restaurant or hotel), and suggest some potential improvements
b) Organise and execute a delivery of customer service (role play) for the same business
c) Review your own performance and make recommendations for improvements
1.1 Discuss reasons for using customer service policies
1.2 Discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development
2.1 Evaluate different communication methods and how these are used to best effect
2.2 Analyse how customer perception is influenced by customer service provision
3.1 Assess sources of information on customer requirements and satisfaction levels
3.2 Carry out research on customer requirements and satisfaction levels for a selected business, suggesting potential improvements
4.1 Deliver customer service in a business and service environment
4.2 Review own performance in the delivery of customer service and make recommendations for improvement