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

Level 3 Diploma in  Business Management

Unit Aims

This unit aims 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 that influence customer service in your

b. Write a 100-word essay that 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 that 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, explain 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 500-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 that 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 that 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.