Customer Service

Instructions: This assignment will require you to work collaboratively. This means you will work in groups to:

1. apply the Customer service principles that you have been exposed to during this course,
2. keep a record of the processes or methods you are using and why
3. preserve or retain samples of the products you develop or had to; create to do various aspects of the assignment.

You will also be required to select one organization from the among four groups, given in Part 2, and conduct an assessment of that organization, with the information learnt in this course, to determine the quality of customer service being employed.

Now for the assessment task!

The Collaborative Task (25%)

Part 1

Design a data collection instrument using ideas that relate to the following:

1. Evidence of the existence of good customer service practices
2. Evidence of organization’s mission, vision and values
3. Types of, and or special activities which are employed by the organization to promote good customer service
4. Roles and responsibilities of internal staff to ensure team satisfaction
5. Activities of the organization that support good customer relations among stakeholders
6. Evidence of and use of CRM to promote good customer service practices

Part 2

• Use the instrument designed to collect data from an organization from the following businesses:
• Sports
• Furniture
• Quick Service Restaurant
• Clothing or boutique store

• Using a PowerPoint presentation format to illustrate:
  •  your use of the principles of customer service to complete the task
  • The findings from analysing the tasks in parts 1 and 2.
  • The conclusions you have drawn
  • Recommendations for the organization to improve the customer satisfaction experience and make them enduring customers.

Assessment Criteria (The list of criteria below will be used to grade the process and the product you submit).  Each criterion values 4 marks; TOTAL = 20 MARKS

• Interpretation of the task (all aspects completed, evidence of steps used to design instrument, evidence of research report format used)
• Summary of information gathered on the areas required to design the instrument
• Quality of the instrument (all areas required included – see “a” to “f” above)
• Quality of the Report
• Evidence of understanding and application of customer service (examples of processes and products to be in an appendix)