DOM 23056 Customer Service Assignment Help Bahrain
Assignment | Mid-term | Project | Presentation | Practical Assignment | ü | ||||
Test | Case study | Lab | Quiz | PoE | |||||
Listening | Reading | Speaking | Writing |
Trainee name: | |||
Trainee number: | Group: |
Training year: | 2020-2021 | Semester: | 1 | 2 | 3 | 4 | 5 | |||||
Qualification title: | National Diploma in Business (Accounting, Office Management and Human Resources, Islamic Banking and Finance) | Number: | NDBAC-6
NDBOM-6 NDBHR- 6 NDIBF-6 |
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Unit title: | Customer Service | |||||||||||
Unit number: | 05 | Unit Code: | DOM 23056 | NQF level: | 6 | |||||||
Unit leader: | Zahra Al-Mawlani | Trainer Name(s): | Zahra Al-Mawlani
Mrs. Menan Al-Araibi Dr. Myrna Cabria |
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Assessment/
Distribution date: |
Week 4 | Submission date/ Time allowed: | Week 9 | |||||||||
Trainee declaration |
I certify that the work submitted for this assessment is my own. I have clearly referenced any sources used in the work. I understand that false declaration is a form of malpractice.
Trainee signature: ______________________________ Date: _______________________ |
Task No. | CILO Ref. | Course Intended Learning Outcomes | Grade (%) |
1. | 1. | Explore how effective customer service contributes to business success. | / 25 |
2. | 2. | Evaluate the methods used to improve customer service in a business. | / 25 |
Contribution to Final grade | 25 % |
Task | Feedback |
1 |
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2 |
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Assessor declaration of authenticity:
I certify that the evidence submitted for this assignment |
Yes | No |
· Is the work of the trainee; and | ||
· Is not copied and pasted; and | ||
· Is not done by someone else; and | ||
· Any sources used in the assessment are clearly referenced | ||
I understand that a false declaration is a form of malpractice.
Assessor name: ______________________ Signature: ______________________ Date: ______________ |
Moderator name: ______________________ Signature: ______________________ Date: ______________
Internal Verifier Name: Signature: ______________________ Date: _______________
TRAINEE PRESENTATION EVALUATION RECORD
As part of evidence for Assignment submission, the trainee would be required to:
· Conduct a presentation of 5 – 10 minutes. · Ensure that the points explained, analysed and recommended are based on theoretical concepts learnt and data gathered from reliable sources. · Answer the assessors’ questions on the submitted report. The assessor will gauge trainee’s understanding and ability to clearly present the key requirements of each task as shown below:
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Assessor Name: _________________________________ Signature: _________________________ Date: _________________
Internal Verifier Name: __________________________ Signature: _________________________ Date: _________________
Bahrain Training Institute
Commercial Studies Division
National Diploma in Business (Accounting/HR/Office Management) (NDBAC-6/ NDBOM-6/ NDBHR-6) – Year 2
National Diploma in Islamic Banking and Finance) (NDIBF- 6) – Year 2
Customer Service (DOM 23056)
Semester 1 2020-2021
Assessment Type: Practical Assignment 1
Instructions to the Trainee:
- This Assignment should be done individually.
- Attach the front sheet with the assessment.
- Read and understand the given tasks carefully.
- Number the tasks clearly.
- Referencing is compulsory. Any plagiarised work will be given zero marks.
- Online Presentation is to be done individually in Week-8 using MS-Teams.
- Present your report in the following format:
- Font theme: Times New Roman/Arial
- Font size: 12
- Paragraphs: 1.5 line spacing.
- This assessment contributes 25% to the final grade.
- Total number of pages for this assignment is 15 pages
Assignment Brief
Purpose of this assignment
The purpose of this assignment is to provide trainees with an opportunity to apply their acquired knowledge and understanding of customer service in exploring how effective customer service contributes to the organization’s success. This assignment provides also an opportunity for trainees to understand how customer service representatives or any persons who have a direct contact with customers satisfy clients while evaluating their methods used to improve the business customer service. |
Scenario/Background
You are working as a trainee executive at a market research company. Your manager has asked you to explore how effective customer service contributes to the success of a business. You are also required to evaluate the methods used to improve customer service in a selected business organization. In this regard, you need to select a business organisation which provides access to information relevant to customer service and different methods for enhancing customer service. |
Task 1: This task provides evidence against CILO 1 (Total marks = 20)
You are required to explore how effectively customer service contributes to the success of the chosen business organization by completing the following: 1.1 Write an introduction about the business and its operation. (2 Marks) 1.2 Present evidences that prove that the chosen organization has citations, awards and other star rating, feedback coming from an external awarding body or from their customers. (2 Marks) 1.3 Choose any two customer service representatives from the organization structure (chart) and answer the following: 1. What are their roles as a customer service agent? (4 Marks) 2. How do they maintain positive attitudes? (4 Marks) 3. How do they build products/service knowledge? (4 Marks) 4. What customer service approaches have mainly contributed to the success of the business? (4 Marks) Guidance/notes to the trainees · You must seek approval from your trainer regarding your chosen business organisation to avoid duplication of idea using the attached approval sheet. · You must write a simple introduction about your chosen business organization and gather evidences of their success in term of customer service satisfaction it can be the following mentioned but not limited to or you can explore any other options: Articles in the news, business growth, customer feedbacks, online star ratings given by customer, awards, citation given by any external awarding body or any other relevant ads or evidences. · In preparing the report, you can explore and investigate any other areas related to the job of the two customer service representative that might have contributed to the success of the business organisation. Written report must not be more than 3-5 pages in order to avoid providing insignificant information. · You must strictly follow the required format, font size, font style, line spacing, labelling, number of pages and other instructions. Evidence for this task · A written report containing: (introduction, body and conclusion) of (3-5) pages covering the required tasks with proper referencing · Start by writing an introduction about the selected organisation · Online Presentation using MS-Teams. |
Task 2: This task provides evidence against CILO 2 (Total marks = 20)
2.1 Evaluate TWO different methods used by your chosen business organization to improve their customer service. (2 x 5=10 Marks) 2.2 Recommend other TWO methods that the business may explore to maintain the loyalty of their satisfied customers. (2 x 5=10 Marks) Guidance/notes to the trainees · Prepare a comprehensive written report of the methods used by your chosen organization in improving their customer service and your recommendations. Written report must not be more than 5 pages in order to avoid providing insignificant information. · You are required to gather evidences of the methods used by your chosen company in improving their customer service this may include but not limited to customer reviews, telephone, internet or employee surveys, customer feedback cards, questionnaire or any other methods evident to the customer. Make sure to include your sources which may be business webpage, actual survey from the company, or any other relevant evidences. · You must strictly follow the required format, font size, font style, line spacing, labelling, number of pages and other instructions.
Evidence for this task · A written report containing: (introduction, body and conclusion) of (3-5) pages covering the required tasks with proper referencing · Online Presentation using MS-Teams. |
Sources of information: [websites, hand-outs, main textbook] |
Bahrain Training Institute
Commercial Studies Division
National Diploma in Business (Accounting, Human Resources and Office Management) and National Diploma in Islamic Banking and Finance) – (NDBAC -6/ NDBOM-6/ NDBHR-6/ NDIBF – 6) – Year 2
Unit: Customer Service (DOM 23056)
Semester 1 2020-2021
APPROVAL SHEET
Proposed organization
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Customer Service Representatives
(position/job title ) |
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Assessor comments and feedback | Approved | Not approved | ||
Trainee Name: | Trainer Name | ||
Signature: | Signature: | ||
Date: | Date: |
ASSIGNMENT REPORT |
Note: Type answers below with the correct task number (total 3-5 pages of content)
1.1)
APPENDIX |