Customer Services Assignment 2

Assignment 2

P2    Demonstrate presentation and interpersonal skills in three different customer service situations

M1   Display a confident approach when delivering customer service to customers

M2   Explain why presentation, interpersonal and communication skills are important to customer service

D1   Anticipate and meet the needs of at least three different customers in a range of situations

In this assignment you may be asked to role play different customer service situations. Alternatively you might be assessed on work experience or in your part time job. Your teacher will set this up. For help on the types of roles plays and advice on how to give good customer service, use the links below:

Orange

McDonald's

  Saying thank you to internal customers

how to deal with complaints

What skills will you be asked to demonstrate?
personal presentation	Interpersonal skills	Communication skills
personal hygiene uniform/dress hair make-up jewellery working environment body language eg posture, facial expression, smiling, gestures, eye contact presentation of work area and equipment	attitude behaviour first impressions greeting customers courtesy confidence concern interest thoughtfulness respect for customers responding to different customer behaviour tact efficiency	tone of voice pitch language eg technical language use of slang/jargon pace listening body language appropriateness to customer/situation

What situations will you be asked to deal with?
face-to-face	in writing	urgent	difficult
on the telephone	email	non-urgent	routine

What will I do to:

Achieve a Pass:

You must demonstrate presentation and interpersonal skills in at least three different customer service situations

There must be a record of your performance - whether written or on tape/video, completed by your teacher/assessor

You must also briefly describe and reflect on the situations yourself in writing and how you dealt with them

Achieve a merit:

You should perform the customer service as in the pass above.

You should be very confident and perform as if it were a real situation

You should do this equally for all the three situations

Write a report saying why presentation, interpersonal and communication skills are important to customer service. You could do this by explaining what would happen if a company had poor presentation, interpersonal and communication skills.

Achieve a distinction:

You should perform the customer service as in pass and merit above

You should demonstrate the skills in further situations that require you to anticipate and meet the needs of different customers in a range of situations. This means you should take the lead in the role play rather than just reacting to things the customer has said.