Level 2 Btec Diploma in Business Unit 11 Customer Relations in Business

Unit 11 Customer Relations in Business (10 Credits)

Assessment Sheet

Name………………………………………………………

Assessment Criteria / Achieved
Pass 1 / Describe three different types of customers and their needs and expectations
Pass 2 / Outline the benefits of good customer service in a selected organisation
Pass 3 / Demonstrate presentation, communication and interpersonal skills in different customer service situations
Pass 4 / Explain what contributes to consistent and reliable customer service
Pass 5 / Describe how customer service can be monitored and evaluated
Pass 6 / Outline how improvements to the customer service in an organisation could be made
Merit 1 / Explain how different customers’ needs and expectations can differ
Merit 2 / Display confident presentation, communication and interpersonal skills when demonstrating customer service in a range of situations
Merit 3 / Analyse the importance of customer service to different businesses
Merit 4 / Explain how monitoring and evaluation can improve customer service for the customer, the organisation and the employee
Distinction 1 / Anticipate and meet the needs of different customers in three contrasting situations
Distinction 2 / Analyse how monitoring and evaluating can improve customer service for the customer, the organisation and the employee
P1 / M1 / Points per credit (x 10 credits)
P2
P3 / M2 / D1 / Pass / Merit / Distinction
P4 / M3
P5 / M4 / D2 / Level 2 / 5 / 6 / 7
P6

Final Grade Conversion Table:

Pass / Merit / Distinction / Distinction*
L2 Certificate
(1 GCSE) / 75-84 / 85-94 / 95-99 / 100+
L2 Extended Certificate
(2 GCSEs) / 150-169 / 170-189 / 190-199 / 200+
L2 Diploma
(4 GCSEs) / 300-339 / 340-379 / 380-399 / 400+

Overall Grade: Pass / Merit / Distinction

Deadline 18/05/12

In submitting your work for assessment, you are confirming that the work is your own. On completion of this unit, this document must be signed as a declaration that the work submitted is your own:

Assessor Signature: ………………… Date: ………… Student Signature: …………………………… Date: …………

You work for Chester Zoo as a manager in the customer service department. Your job description involves training new staff in customer service. You have been asked to produce a set of training materials for new staff.

THE BENEFITS OF GOOD CUSTOMER SERVICE

AND TYPES OF CUSTOMERS

Task 1

For your trainees, produce an information booklet that explains the different types of customers Chester Zoo has, and their needs and expectations. Also include an explanation of the benefits of good customer service to Chester Zoo.

For your information booklet:

· Produce a diagram showing a definition of customer service, giving examples of internal and external customers, and identifying situations where staff have to provide customer service.

· Produce a table which outlines at least three different types of customers and how their needs and expectations differ. This must include at least one internal customer and one external customer. For the achievement of M1, fully explain the link between the customer, and their needs and expectations.

This task provides evidence for P1 and M1

For your information booklet:

· Explain the benefits of good customer service to Chester Zoo, including details of how it benefits the customer, the organisation and the employee

This task provides evidence for P2

Submission date: Friday, 11 February 2012

DEMONSTRATE PRESENTATION, COMMUNICATION AND INTERPERSONAL SKILLS IN THREE DIFFERENT CUSTOMER SERVICE SITUATIONS

Task 2

You have produced some training materials for trainees to practise their customer service skills. You need to test the materials to ensure they meet the needs of your training programme, ie to provide a range of customer service situations; and to provide evidence of the level of individual performance.

Read the information you have produced about the customer role play situations. Test your customer service situations by choosing THREE situations - one example must come from each of the following types of situations:

· Face-to-face

· Telephone

· Written (letter or e mail)

Carry out the role play scenarios and submit evidence that you have demonstrated presentation and interpersonal skills in at least three different customer service situations. The evidence should be:

· Evidence of your research into how to deal with the oral customer service situations – for D1, you must show detailed evidence of anticipating the needs of your customers

· An assessment sheet, signed by your assessor

· A report written by your assessor

· The letter or e mail that you produced

· Evidence of any other preparation you carried out prior to the customer service situations

The assessment criteria achieved for this task will be reflected by the level of performance in the role play situations. For achievement of M1, you must show a level of confidence that would be appropriate in a working environment. For the achievement of D1, you must show that you have anticipated the needs of customers, as well as meeting their needs.

These tasks provide evidence for P3, M2 and D1

Submission date: Friday, 11 March 2012

CONSISTENT AND RELIABLE CUSTOMER SERVICE

Task 3

Produce a Powerpoint presentation which will form the basis of a presentation to your trainees about the need for consistent and reliable customer service. The presentation slides should include all the following details:

· The ways Chester Zoo provide consistent and reliable customer service to ensure customer satisfaction.

· How a company code of practice can help provide consistent and reliable customer service

This task provides evidence for P4

Add to your presentation slides:

· Examples from Chester Zoo, of how effective customer service benefits the customer, the organisation and the employee.

This task provides evidence for M4

Submission date: Friday, 15 April 2012

HOW CUSTOMER SERVICE CAN BE MONITORED AND EVALUATED

Task 4

For the information booklet:

· Describe how customer service can be monitored and evaluated.

This task provides evidence for P5

· Explain (M3) and analyse (D2) how monitoring and evaluation can improve customer service for the customer, the organisation and the employee.

This task provides evidence for M3 and D2

Submission date: Friday, 13 May 2012

Task 5

As a result of your work, you realise that you need to make some recommendations to your line manager about how to improve customer service at Chester Zoo. Prepare a memo to your line manager, Mr Jack Carter, which outlines your recommendations.

This task provides evidence for P6

Final date for submission is: 18/05/12

Assessment and Feedback Record

Name: …………………………………………………………………

Interim Deadline 1: Task 1 and 2 Friday, 11 March 2011

Interim Deadline 2: Task 3 and 4 Friday, 15 April 2011

Final Deadline: All tasks Friday, 20 May 2011

Unit 2 Assessment Sheet Page 3 of 4