Customer Service

Unit 3 Customer Service

05-12-17 Maddox Smith 0 comment

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Unit 3 Customer Service

Assignment front sheet

Qualification		Unit number and title
Pearson BTEC Level 4 HNC Diploma Hospitality Management		Unit 3 Customer Service
Student name		Assessor name
		HusamHelmi
Date issued	Completion date(s)		Submitted on:
02/10/2017	28/01/2018		28/01/2018

Learning Outcome	Learning Outcome	Assessment Criteria	In this assessment you will have the opportunity to present evidence that shows you are able to:	Task no.	Evidence (Page no)
L O1	Understand customer service policies within business and services contexts	1.1	Discuss reasons for using customer service policies	1
		1.2	Discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development	1
LO2	Understand the purpose of promoting a customer focused culture	2.1	Evaluate different communication methods and how these are used to best effect	1
		2.2	Analyze how customer perception is influenced by customer service provision	1
LO3	Be able to investigate customer requirements and expectations	3.1	Assess sources of information on customer requirements and satisfaction levels	1
		3.2	carry out research on customer requirements and satisfaction levels for a selected business, suggesting potential improvements	1
LO4	Be able to provide customer service within business and services contexts to meet required standards	4.1 4.2	Deliver customer service in a business and service environment. Review own performance in the delivery of customer service and make recommendations for improvement.

Learner declaration

I certify that the work submitted for this assignment is my own and research sources are fully acknowledged. Student signature:                                                                                       Date:

Lecturer declaration

Yes No I certify that the work submitted for this assignment is complete and appears appropriate for marking. Where work is not deemed complete or suitable for marking, please identify issues and any further deadlines. New submission deadline as appropriate Date: Lecturer name: Lecture signature:                                                                                       Date:

Qualification		BTEC Level 4 HNC Diploma in Hospitality Management(Pearson)
Unit Number and Title		Unit 03: Customer Service
Unit Tutor		HusamHelmi
Internal Verifier		Imad Guenane					Date Verified	TBC
Assignment Title		Hilton Customer service
Issue Date		02/10/2017			Submission Date			28/01/2018
Learning Outcomes					Vocational Scenario (Context/Background)
LO1 Understand customer service policies within business and services contexts. LO2 Understand the purpose of promoting a customer focused culture. LO3 Be able to investigate customer requirements and Expectations. LO4 Be able to provide customer service within business and services contexts to meet required standards.					Purpose of this assignment: This unit introduces learners to the principles and objectives of customer service, with a focus on business and services operations, for example hospitality, sports, and travel and tourism. The unit will help learners develop an understanding of the nature of a customer service culture and the principle of quality service in the business and services management environment. The units will help learners to appreciate how important information gathered from customers is and its relevance to improved delivery of services. Learners must ensure that their evidence relates to the hospitality industry. Instruction: You are required to produce the tasks considering the guidance and relevant assessment criteria below. This should be written in a concise, formal business style using single spacing and font size 12 (in Time New Romans). You are required to make use of headings, paragraphs and subsections as appropriate, and all work must be supported with research and reference using the Harvard referencing system. This assignment should be a total of 3,000 words(-/+10%). Scenario Hilton Hotels: Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our staying true to our Vision, Mission, and Values. Vision: To fill the earth with the light and warmth of hospitality –by delivering exceptional experiences – every hotel, every guest, every time. Mission: To be the most hospitable company in the world – by creating heartfelt experiences for Guests, meaningful opportunities for Team Members, high value for Owners and a positive impact in our Communities. Values: Hospitality: “We’re passionate about delivering exceptional guest experiences.” Integrity: “We do the right thing, all the time.” Leadership: “We’re leaders in our industry and in our communities.” Teamwork: “We’re team players in everything we do.” Ownership: “We’re the owners of our actions and decisions.” Now: “We operate with a sense of urgency and discipline” Source: Hiltonworldwide.com. (2017). Vision, Mission, and Values | Hilton Worldwide. [online] Available at: //www.hiltonworldwide.com/about/mission/ [Accessed 19 Jun. 2017].
Task 1: Report
Task 1 Assume that you are the trainee assistant Manager of one of Hilton Hotel branches in London. Your general manager has requested to review the customer service policies as well as the trainings offered to the staff. Hilton Hotels has a very good reputation Globally including the UK. However, there is room for further development through the continues enhancement of customer service and customer experience. You are requested to write a report in 2 parts, in which to address the following points: Part 1 a)   Discuss the reasons for using customer service policies and Discusspurpose of evaluating a customer service policy, indicating how this can assist future staff training and development for your chosen organisation supported by applicable examples (AC: 1.1 & 1.2).  b)  Evaluate different communication methods such as verbal, non-verbal, written and how these are used to best effect at Hilton hotels (AC: 2.1). Analyse how customer perceptions are influenced by customer service provision at Hilton hotels supported by applicable examples (AC: 2.2). Part 2 a)   Undertake a secondary research by assessing the sources of information on customer requirements and satisfaction levels at the given hospitality organisation (Hilton). (AC: 3.1) Carry out primary research on customer requirements and satisfaction levels for the organisation (AC: 3.1), suggesting potential improvements supported by relevant examples.(AC: 3.2) Please Note: You are required to present this newsletter in a good structure including title, introduction, main body and conclusion including appropriate theoretical references in line with ‘Harvard Convention’ where relevant. You need to adopt a critical stance and not only being descriptive in subject knowledge but showing analytical approach by using relevant examples from the given organisation to support your discussion.
Submission Format	Assignment Task: Report writing
Criteria Covered	LO1,2,and 3. M1,2,D1,2.
Task 2: Role Play/Presentation
LO4 Be able to provide customer service within business and services contexts to meet required standards Task 2 a)      Deliver customer service in a business and service context based on the organisation of your choice. ( from AC: 4.1) In this assessment activity you will work in groups of 3 students, in which one student will be a professional delivering customer service, one will be a difficult/angry/unhappy customer, and the third student will be the observer and in the same time he/she will record the role-play. The role-play should not be longer than 5-7 minutes. b)      Review own performance in the delivery of customer service and make recommendations based on all the role plays carried out by everyone.(AC:4.2) Please a write a reflection on it.
Submission Format			Role Play/Presentation
			LO4. M3, D3.

Grading Criteria
Learning Outcome	Pass	Merit	Distinction
LO1 Understand customer service policies within business and services contexts LO2 Understand the purpose of promoting a customer focused culture	1.1 discuss reasons for using customer service policies 1.2 discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff trainingand development	M1 Identify and apply strategies to find appropriate solutions	D1 Use critical reflection to evaluate own work and justify valid conclusions D2 Take responsibility for managing and organising activities
	2.1 evaluate different communication methods and how these are used to best effect 2.2 analyse how customer perception is influenced by customer service provision	M2 Select/design and apply appropriate methods/ techniques
LO3 Be able to investigate customer requirements and expectations	3.1 assess sources of information on customer requirements and satisfaction levels 3.2 carry out research on customer requirements and satisfaction levels for a selected business, suggesting potential improvements	M2 Select/design and apply appropriate methods/ techniques	D3 Demonstrate convergent/lateral/creative thinking
LO4 Be able to provide customer service within business and services contexts to meet required standards	4.1 deliver customer service in a business and service environment. 4.2 review own performance in the delivery of customer service and make recommendations for improvement.	M3 Present and communicate appropriate findings

In addition to the above PASS criteria, this assignment gives you the opportunity to submit evidence in order to achieve the following MERIT and DISTINCTION grades
Grade Descriptor	Indicative characteristic/s	Contextualisation
M1 Identify and find appropriate solutions	An effective approach to study and research has been applied Range of sources of information  from books, journals, articles, newspaper / data used in making the formal report	Learners should show clear evidence of innovative approach to argument that is likely to be expected at this level. Focusing on the scenario below addressing the questions, it should be evident in your writing   clear understanding of reasons for using customer service policies at Hilton hotels.Please consider within the policies customer requirements/ expectations product and service knowledge, consultation, confidentiality, customer perceptions and satisfaction, monitor customer service and satisfaction, influences affecting implementation. You should also address your participation in terms of research and information , data collection and analysis, communications  in your work.(Task 1)
M2 Select / design and apply appropriate methods / techniques	Appropriate learning methods/techniques have been applied Relevant theories and techniques have been evaluated	There should be clear demonstration of good discussion that will display a full understanding of the purpose of customer focused culture involving various types of communications within Hilton hotels. (Task 1) You should address the importance of the benefits of improved service, primary research, secondary research and satisfaction levels of the hospitality organization of  your choice.(Task 1 part 2)
M3 Present and communicate appropriate findings	Range of sources of information  from books, journals, articles, newspaper / data used in making the formal report Information/ data used are synthesized and justified supported by relevant examples	In this part of the course work there should be clear evidence of learners being able to deliver customer service in business and service environment. Good display of originality should be evident in your formal presentation. (Task 2)
D1 Use critical reflection to evaluate own and your peer work and justify valid conclusions	Activities have been manage to a high standard Autonomy/independent thought and analysis  has been demonstrated	In this part of the assignment learners should show, clear evidence of stimulating and rigorous argument that are likely to be expected at this stage. Focusing on the scenario below addressing the questions, it should be evident in your writing   clear understanding of reasons for using customer service policies at Hilton hotels.Please consider within the policies customer requirements/ expectations product and service knowledge, consultation, confidentiality, customer perceptions and satisfaction, monitor customer service and satisfaction, influences affecting implementation. You should also address your participation in terms of research and information , data collection and analysis, communications  in your work. Also a clear evidence of extensive study from various academic resources and demonstration of inventive approach to discussion should be apparent in your work.(Task 1)
D2 Take responsibility for managing and organising activities	The main areas specified in the assignment have been critically analysed in terms of theory and practical application supported by appropriate examples	In this part of the course work there should be clear evidence of extensive study from various academic resources and demonstration of understanding will display a full understanding of the purpose of customer focused culture involving various types of communications within Hilton hotels supported by applicable examples. (Task 1) You should address the importance of the benefits of improved service, primary research, and secondary research and satisfaction levels of the hospitality organization of your choice in a logical sequence. (Task 1 part 2 )
D3 Demonstrate convergent /lateral /  creative thinking	Autonomy/independent thought and analysis  has been demonstrated	Exceptional display of originality in your discussion should be evident in your formal presentation. It should be evident in your presentation being able to deliver customer service in business and service environment supported by applicable examples referring to the hospitality organization of your choice. (Task 2)

Evidence checklist	Summary of evidence required by student	Evidence presented (tick)
Task 1P1	Discuss reasons for using customer service policies.
Task 1 P2	Discuss the purpose of evaluating a customer servicepolicy, indicating how this can assist future staff trainingand development.
Task 1 M1	Show appropriate use of structure (such as using table format) in describing customer service policy.
Task 1P3	Evaluation of different communication methods and howthese are used to best effect.
Task 1 P4	Analysis of how customer perception is influenced bycustomer service provision
Task 1 M2	Creative diagrams and pictures showing various communication methods and its uses.
Task 1 D1	Show evidence of innovative and creativity on the customer service policy designed.
Task 1 P5	Showing sources of information on customerrequirements and satisfaction levels.
Task 1 P6	A research on customer requirements andsatisfaction levels for a selected business, suggestingpotential improvements.
Task 1 D2	Valid conclusion and recommendation for improvement from the outcome of research conducted
Task 2 P7	Assessment of customer service skills and  demonstration of  the delivery of good customer service
Task 2 M3	Present and communicate appropriate findings
Task 2 P8/D3	Highlights of  what is needed to improve with constructive recommendations
Sources of information: Cook, S. (2008) Customer Care Excellence: How to Create an Effective Customer Focus, London: Kogan Page. Gerson, R. (1993) Measuring Customer Satisfaction, London: Kogan Page. Journals These journals contain up-to-date industry information, articles about current developments, advertisements for job vacancies and management data: ●Caterer and Hotelkeeper magazine ●Hotel Industry News ●Hospitality magazine. Websites www.surveymonkey.com A free service to create, share and analyse customer surveys www.customerservicemanager.com A website with free articles and a range of information (including books). www.tripadvisor.co.uk Links This unit can be linked with the following units in this qualification: • Unit 5: Food and Beverage Operations Management • Unit 6: Rooms Division Operations Management • Unit 7: The Developing Manager • Unit 8: Marketing in Hospitality • Unit 13: Conference and Banqueting Management • Unit 14: Hospitality Contract and Event Management • Unit 21: Small Business Enterprise