Customer Service in Business Assignment Answers
Vocational Scenario or Context
You are working as a customer service advisor for a local department store. The customer service manager is preparing training materials for new staff and has asked for your help.
You will need to investigate how other businesses provide customer service. You will then use your research to create training materials that new staff can use to learn about providing good customer service.
Task 1
PART A – Booklet
Your manager would like you to produce some training materials for new staff that helps them to understand how providing consistent and reliable customer service affects the reputation of the business. The training should consist of a booklet showing how two organisations provide customer service, and a fact sheet covering legislation relevant to customer service. Your booklet should show how customer service is provided to different types of customers.
Select and research two different businesses that provide customer service. Examples could include a local leisure centre, a mobile phone shop, a supermarket, a café, or a hotel.
Describe the characteristics of consistent and reliable customer service and show how these allow each selected business to meet the needs of different customers. You will need to research and compare the different types of customer service provided by these two organisations to meet customer needs.
For this, you need to:
- Identify at least two different customer-facing roles.
- Give examples of how these roles meet the needs and expectations of different customers (including internal and external customers) and compare how these organisations satisfy customers, by identifying similarities and differences in their approach to customer service.
Conclude the booklet by considering how one organisation could or does exceed customer expectations and assessing how delivering excellent customer service could impact on the organisation’s reputation and future profits.
You have also been asked to produce a fact sheet for new employees of a selected organisation, which covers the impact of legislation and procedures on customer service. Summarise the legislation in your own words rather than simply quoting from the actual law. You will also need to research the customer service policies of your chosen organisation.
PART B – FACTSHEET
The fact sheet should be in three sections:
- Section 1 should summarise relevant customer service legislation.
- Section 2 should describe the customer service policies of your chosen organisation.
- Section 3 should explain how legislation and the organisation’s policies contribute to or improve customer service. You should ensure you compare the impact of these laws and policies both from the point of view of the customer and of the organisation, using appropriate examples.
Make sure your fact sheet covers the following legislative requirements:
- Sale of goods
- Health and Safety
- Data Protection
- Equal Opportunities.
Criteria covered by this task
| To achieve the criteria, you must show that you are able to: | Criterion reference |
| Describe the different types of customer service provided by two selected businesses. | 2A.P1 |
| Describe the characteristics of consistent and reliable customer service. | 2A.P2 |
| Explain how organisational procedures and legislation contribute to consistent and reliable customer service. | 2A.P3 |
| Explain how legislative and regulatory requirements affect customer service in a selected business. | 2A.P4 |
| Compare how two selected businesses satisfy customers. | 2A.M1 |
| Explain how a selected business attempts to exceed customer expectations. | 2A.M2 |
| Compare the impact of legislative and regulatory requirements affecting customer service on a selected business. | 2A.M3 |
| Assess the effect of providing consistent and reliable customer service on the reputation of a selected business. | 2A.D1 |
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