BTEC Level 3 Unit 14 Customer Service Improvement Assignment 1: Hilton & Tesco Case Study on Service Delivery and Legal Compliance

University Pearson Qualifications
Subject Unit 14: Investigating Customer Service

BTEC Assignment Brief

Learning aim(s) (For NQF only)

  1. Explore how effective customer service contributes to
  2. Investigate the methods used to improve customer service in business

Assignme Title
Why is it important to provide excellent customer service?

Vocational Scenario or Context

You have secured a trainee mariager apprenticeship at your local supermarket Your supervisor has told you that they want to focus your time, initially, on the customer service  that the supermarket provides so that by the end of your placement you have demonstrated that can provide customer service to the level that they expect

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Task 1:

You are to create a report that:

  • Examines the customer service approaches/process in at least two different businesses showing how these can help the business meer its customer expectation levels,
  • Examine ways that customer service in  a selected business can meet the expectations and satisfaction of customers and adhere to relevant current legislation and regulations.
  • Analyses, with examples, how these legislation and regulation impact on customer service
  • Provides research and an analysis on, of, the methods a selected business can use to improve customer service
  • Evaluates the importance for the selected business of providing excellent customer service and adhering elevant current legislation and regulations.
  • Finishes with an evaluation of the benefits of improving customer service performance from the perspective of the business, the customer and the employee
Checklist of Evidence and Criteria
Checklist of Evidence Required A report
Criteria Covered (Unit/Criteria Reference) – 14/B.D2: Evaluate the benefits of improvement to customer service perfomance for the business, the customer, and the employee.
– 14/A.D1: Evaluate the importance for a selected business of providing excellent customer service and adhering to relevant current legislation and regulations.
– 14/B.M2: Analyze different methods of monitoring customer service for a product or service in a selected business.
– 14/B.P3: Research methods a business can use to make improvements to the customer service provision.
– 14/A.M1: Analyze how legislation and regulations impact customer service provision in a selected business.
– 14/A.P2: Examine ways that customer service in a selected business can meet the expectations and satisfaction of customers and adhere to relevant current legislation and regulations.
-14/A.P1: Describe the different approaches to customer service delivery in different industries.
Sources of Information to Support you with the assignment – Institute of Customer Service
– Marketing Donut
– Business Case Studies
– The Times 100 (Economics and Business Case Studies, including theory notes for learners)
– Additional resources may be found at com/en/support/published
Other Assessment Materials Attached to this Assignmnt Brief

 

Investigating Customer Service in Hilton Hotels and Tesco Supermarket UK

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