TOU9162M Customer Service Management Report | University of Lincoln

Module learning outcomes:

LO1 Demonstrate a critical awareness of a customer  service managerial problem, considering its relationship and interaction with other areas of the organisation. 

LO2 Investigate and critically analyse a customer services  managerial problem from a range of stakeholder perspectives. 

LO3 Identify and evaluate suitable solutions to a customer  service managerial problem providing recommendations to improve practice. 

LO4 Organise complex ideas and arguments in a business  report.

Assessment Task and Purpose:

You are acting as a consultant to a tourism organisation of  your choice. Identify a customer service managerial  problem and write a business report (no more than 3000  words) that addresses the following tasks;

Task 1: Critically discuss the impact the problem might  have on other areas of the organisation

Task 2: Critically analyse the impact the problem is having on  key stakeholders 

Task 3: Provide recommendations on how to solve the  customer service managerial problem

The purpose of this assignment is to explore solutions to  customer service management problems from a range of  perspectives so you build an appreciation of how it can  impact other departments in the organisation and external  stakeholders. The assignment will also introduce you to a  range of solutions that have been found in existing research  with suggests they will have a greater chance of success.  Armed with this knowledge, you will be better prepared to  enter the tourism industry that relies so heavily on robust  customer service strategies.