Assignment brief BTEC First Award in Business

Assignment title

Unit 4 Customer Service 2

Assessors

ZRI, BRY

Date issued

27/04/2016

Deadline

10/05/2016

Qualification
covered

BTEC First Award in Business Level 1/2

Units covered

Unit 4 Customer Service

Learning aims
covered

Learning Aim B
Demonstrate appropriate customer service skills in different situations

Duration (approx)

Two weeks

Resubmission
deadline

20/05/2016

Companies like Apple and Mercedes Benz are famous for their customer service.
You work for a customer service consultancy and have been approached by a
company to deliver a training session on good customer service.
Scenario

Task

You will need to prepare a presentation which includes role-plays explaining and
demonstrating good customer service.

Learning Aim B
In this task you will be demonstrating appropriate customer service skills in
different situations.
You need to prepare a training presentation to deliver to a company of your
choice. Your task is to describe how that selected business currently meets the
needs and expectations of three different types of customer (P5). In addition to
this you should describe, using examples the limits of authority that would apply
when delivering customer service in the business (P6).
As part of the training you will be required to the audience how to demonstrate
effective communication skills to meet customer needs when dealing with three
different customer types in customer service situations (P7). Your demonstration
should also show how you respond to consumer problems and complaints (M4).
Once you have delivered the training you will receive feedback which you need to
use to evaluate the effectiveness of your own customer service skills, justifying
areas for development (D2).

Evidence you must

produce for this
task

Presentation
Observation record
Self-evaluation

Criteria covered by this task:

To achieve the criteria you must show that you are able to:
Describe how a selected business meets the needs and expectations of
three different types of customer.

Unit

Criterion
reference

P5

Describe, using examples, the limits of authority that would apply when
delivering customer service.

P6

Demonstrate effective communication skills to meet customer needs

when dealing with three different customer types in customer service
situations.

P7

Demonstrate effective communication skills when responding to customer

problems and complaints in three customer service situations.

M4

Evaluate the effectiveness of own customer service skills, justifying areas

for improvement.

D2

Sources of
information

BTEC Textbook
Internet
Lesson notes

If you have not achieved the Level 2 criteria, your work will be assessed to determine if the
following Level 1 criteria have been met.
To achieve the criteria you must show that you are able to:

Unit

Criterion
reference

Identify different types of internal and external customer in a selected

business, giving an example for each type.

Level 1 Pass 5

Identify when it is necessary to refer a customer service problem to

someone in authority.

Level 1 Pass 6

Demonstrate appropriate communication skills in three customer service

situations.

Level 1 Pass 7