M33113 Observation Exercise – Customer Services Assignment 2 Brief

Instructions

Choose a work setting: Select a specific location where customer service interactions take place, such as a coffee shop, supermarket, or retail environment.

Observe the customer service exchange: Visit the chosen work setting and carefully observe a customer service interaction between a customer and an employee. Pay attention to the different stages of the interaction.

Identify the stages of Driscoll's model: As you observe the customer service exchange, analyse the interaction using Driscoll's model. Identify and take note of each stage.

Some things you might consider are:

• How does the customer enter the establishment and approached the employee or counter?
• Observe the body language of the employee – is it positive or negative? 
• Does the employee actively listen to the customer's needs, asked clarifying questions, and assessed the customer's requirements?
• Does the employee suggested suitable options to fulfill the customer's needs, providing additional information, and offering alternatives or recommendations as appropriate?
• Does the customer evaluated the options presented by the employee, made a decision, and reached an agreement on the specific details of the order or service?
• How does the employee execute the service or fulfilled the customer's request, paying attention to quality, communication, and ensuring customer satisfaction?
• Could the employee improve in any way?
• Review your description of each stage, ensuring that you have covered all the aspects of Driscoll's model. Make any necessary adjustments or additions to provide a comprehensive analysis of the customer service exchange.
• These are suggestions – you can add things in for your specific situation.

Remember to use clear and concise language while describing the different stages of Driscoll's model, providing specific examples and observations from your chosen work setting. Follow the advice given in the Lecture Slide Deck for Discoll’s 3-stage model and the reference books suggested. 

PASS – Assignment 2 Observation Exercise M33113

Marking Criteria for Assignment 2

1. Clear explanation of the task: The instructions clearly state the task, which is to observe a customer service exchange in a specific work setting and describe the interaction using Driscoll's model.

2. Correct selection of work setting: The instructions correctly identify a suitable work setting where customer service interactions occur, such as a coffee shop, supermarket, or retail environment.

3. Thorough observation and identification of stages: The instructions emphasize the importance of careful observation and identifying each stage of Driscoll's model. The marking criteria assess whether the student has accurately identified and noted each stage during the observation task.

4. Comprehensive description of each stage: The instructions provide clear guidance on describing each stage. The marking criteria evaluate the clarity, detail, and coherence of the descriptions provided for each stage, including relevant examples and observations from the observed interaction.

5. Inclusion of necessary elements: The marking criteria assess whether the student has included all the necessary elements in their descriptions, ensuring that they cover the key aspects of Driscoll's model for each stage.

6. Clarity and conciseness: The marking criteria evaluates the clarity and conciseness of the instructions, ensuring that the language used is clear and easy to understand.

7. The student has demonstrated 4 recommendations of improving the customer service interaction.

8. Relevant APA 7th referencing has been included as citations and references.