UNIVERSITY COLLEGE SABAH FOUNDATION

• INDIVIDUAL ASSIGNMENT FOR
• CUSTOMER SERVICE (MTM1123)
• The purpose of this assignment is to fulfil a requirement of the course

mentioned above.

• This assignment constitutes 10% towards your final grade.
• Student need to write about customer service of their own future company.
• Students are required to write according to the following:

NO.	CRITERIA
1	Introduction of the future company
2	Duties of a customer service trainee
3	Duties of a customer service manager
4	Explain how your trainees should handle complaints in 5 various situations
5	Outline how to build and maintain relationship with customers
6	Reference

• Report format must be according to the UCSF Assignment Report format and to be submitted on the CN, which there will be a link for you to submit your report and video.
• Submission is on 1stMarch 2018 5.00pm sharp. Late submission WILL NOT BE ENTERTAINED.

ALL THE BEST & DO YOUR BEST

Ms Susie Labadin

ASSIGNMENT TITLE 

• MTM1123
• CUSTOMER SERVICE

 UNIVERSITY COLLEGE SABAH FOUNDATION

• PREPARED FOR:
• MS SUSIE LABADIN 
• PREPARED BY:

NAME	STUDENT ID

Student Name:

Student ID:

	Poor	Fair	Moderate	Good	Excellent	Marks
Introduction	1-2%	3-4%	5-6%	7-8%	9-10%	/10
	Vague introduction of future company	Simple Introduction offuture company	Introduction of future companywith most details, but lacking in clarity	Exhaustive Introduction of future company	Exhaustive Introduction offuture companywith evidence
Content	1-2%	3-4%	5-6%	7-8%	9-10%	/10
	Vague outline on duties of a customer service trainee	Simple outline on duties of a customer service trainee	Gives general explanation on duties of a customer service trainee with most details but lacking in clarity	outline on duties of a customer service trainee	Detailed outline on duties of a customer service trainee
	1-2%	3-4%	5-6%	7-8%	9-10%	/10
	Vague outline on duties of a customer service manager	Simplified explanation on the outline on duties of a customer service manager	Gives general explanation on duties of a customer service manager with most details but lacking in clarity	Detailed explanation on the outline on duties of a customer service manager	Exhaustive explanation on the outline on duties of a customer service manager
	1-4%	5-9%	10-14%	15-20%	21-25%	/25
	Vague explanation on how your trainees should handle complaints	Simplified explanation on how your trainees should handle complaints in 2 various situations	Gives general explanation on how your trainees should handle complaints in 3 various situations	Detailed explanation on how your trainees should handle complaints in 4 various situations	Exhaustive explanation on how your trainees should handle complaints in 5 various situations
	1-4%	5-9%	10-14%	15-18%	19-20%	/20
	Vague outline on how to build and maintain relationship with customers	Simplified outline on how to build and maintain relationship with customers	Gives general outline on how to build and maintain relationship with customers with most details but lacking in clarity	Detailed outline on how to build and maintain relationship with customers	Exhaustive outline on how to build and maintain relationship with customers
Conclusion	1-2%	3-4%	5-6%	7-8%	9-10%	/10
	Vague conclusion	Simple conclusion	Conclusion with most details, but lacking in clarity	Detailed conclusion	Exhaustive conclusion
Overall	1-2%	3-4%	5-6%	7-8%	9-10%	/10
	Not clear	Too simple	Average	Good	Excellent
Reference	1%	2%	3%	4%	5%	/5
	Only 1 reference	2 references	3 references	4 references	More than 5 references
Total Marks

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