Assignment brief –NQF BTEC
Assignment front sheet
Qualification Unit number and title
BTEC Level 3
National Foundation Diploma in Business
14 – Investigating Customer Service
BTEC National
Extended Diploma in Business
Learner name Assessor name
Colin Preece
Hand in deadline
Date issued Submitted on
(FINAL)
3 March 2020 25 March 2020
What’s the right thing to do?
Assignment title
In this assessment you will have opportunities to provide evidence against the following criteria.
Indicate the page numbers where the evidence can be found.
Criteria To achieve the criteria the evidence must show
Task no. Evidence
reference that the learner is able to:
Demonstrate initiative in making high-quality
justified recommendations to develop own
14/C.D3 1
communication and interpersonal skills to
meet customer needs.
Assess how the development plan has
14/C.M3 improved the performance of customer 1
service skills.
Present a clear, effective development plan
14/C.P6 1
for own customer service skills.
Review own customer service skills,
14/C.P5 identifying gaps where improvements could 1
be made.
Demonstrate communication and
14/C.P4 interpersonal skills appropriate to meet 1
customer needs in different situations.
, Demonstrate communication and interpersonal skills appropriate to
14/C.P4
meet customer needs in different situations.
There are usually many ways in which customers are spoken to and other methods
that have benefits over the others. I will be discussing different methods and the
advantages and disadvantages of each.
Face to Face:
This is when the communicator transmits his/her message in person to the receiver
in person verbally and even non-verbally. Thus, face to face communication is both
verbal and non-verbal. This method is very effective since it also includes facial
expressions as well as body language. This is mostly used in job interviews or when
asking customers for feedback. Its easier face to face since the feedback is instant
and is very direct causing doubts and misunderstanding to be dealt with on the spot .
Although, it wouldn’t be suitable for all types of people since some people are
naturally twitchy or nervous. Other than that, if the audience is large, it will put more
pressure on the induvial causing them to break down and be nervous. Face to face
communication may require some basic skills in order to be good at it. One of the
skills is being confident and managing your posture well. During a face to face
communication interview the more the nervous an induvial is the more it shows in
their body behaviour. They may start twitching, avoiding eye contact, deep breaths
etc. If interviewing for a job the interviewer will easily notice and will record those
actions which isn’t the best for the induvial.
Verbal (phone):
Verbal communication is when individuals communicate over phones or online in
which they are in different locations. In this case staff may communicate over the
phone with their customers for multiple reasons. They may ask for feedback, try to
resolve a problem or even to clear out any of their questions. The reason this
method is helpful is because the customer can call from almost anywhere on this
planet and may also use the internet causing it to be a free call. This will be helpful
for people that are in a hurry or are far from the actual store. Another advantage is
that the customers will give an immediate feedback response in addition to the fact
that the call is totally private securing the customers privacy. Although, the person
the customer needs to call may not be available or they might be on a line with
another customer causing the customer calling them to stay on hold making them
wait. This is a sticky situation that’s why most businesses have more than one staff
on different support lines. There may also be connection errors or sound
interruptions making communication not 100% clear. In this type of communication
an induvial most be audible and talk in a loud volume in order for the customer to
understand them loud and clear. They should also be very patience since they
should be expecting some customers to disagree with them and maybe be rude to
them at sometimes. Controlling the conversation is also key in resolving the problem
faster and always thanking them in order to gain their like.
Assignment front sheet
Qualification Unit number and title
BTEC Level 3
National Foundation Diploma in Business
14 – Investigating Customer Service
BTEC National
Extended Diploma in Business
Learner name Assessor name
Colin Preece
Hand in deadline
Date issued Submitted on
(FINAL)
3 March 2020 25 March 2020
What’s the right thing to do?
Assignment title
In this assessment you will have opportunities to provide evidence against the following criteria.
Indicate the page numbers where the evidence can be found.
Criteria To achieve the criteria the evidence must show
Task no. Evidence
reference that the learner is able to:
Demonstrate initiative in making high-quality
justified recommendations to develop own
14/C.D3 1
communication and interpersonal skills to
meet customer needs.
Assess how the development plan has
14/C.M3 improved the performance of customer 1
service skills.
Present a clear, effective development plan
14/C.P6 1
for own customer service skills.
Review own customer service skills,
14/C.P5 identifying gaps where improvements could 1
be made.
Demonstrate communication and
14/C.P4 interpersonal skills appropriate to meet 1
customer needs in different situations.
, Demonstrate communication and interpersonal skills appropriate to
14/C.P4
meet customer needs in different situations.
There are usually many ways in which customers are spoken to and other methods
that have benefits over the others. I will be discussing different methods and the
advantages and disadvantages of each.
Face to Face:
This is when the communicator transmits his/her message in person to the receiver
in person verbally and even non-verbally. Thus, face to face communication is both
verbal and non-verbal. This method is very effective since it also includes facial
expressions as well as body language. This is mostly used in job interviews or when
asking customers for feedback. Its easier face to face since the feedback is instant
and is very direct causing doubts and misunderstanding to be dealt with on the spot .
Although, it wouldn’t be suitable for all types of people since some people are
naturally twitchy or nervous. Other than that, if the audience is large, it will put more
pressure on the induvial causing them to break down and be nervous. Face to face
communication may require some basic skills in order to be good at it. One of the
skills is being confident and managing your posture well. During a face to face
communication interview the more the nervous an induvial is the more it shows in
their body behaviour. They may start twitching, avoiding eye contact, deep breaths
etc. If interviewing for a job the interviewer will easily notice and will record those
actions which isn’t the best for the induvial.
Verbal (phone):
Verbal communication is when individuals communicate over phones or online in
which they are in different locations. In this case staff may communicate over the
phone with their customers for multiple reasons. They may ask for feedback, try to
resolve a problem or even to clear out any of their questions. The reason this
method is helpful is because the customer can call from almost anywhere on this
planet and may also use the internet causing it to be a free call. This will be helpful
for people that are in a hurry or are far from the actual store. Another advantage is
that the customers will give an immediate feedback response in addition to the fact
that the call is totally private securing the customers privacy. Although, the person
the customer needs to call may not be available or they might be on a line with
another customer causing the customer calling them to stay on hold making them
wait. This is a sticky situation that’s why most businesses have more than one staff
on different support lines. There may also be connection errors or sound
interruptions making communication not 100% clear. In this type of communication
an induvial most be audible and talk in a loud volume in order for the customer to
understand them loud and clear. They should also be very patience since they
should be expecting some customers to disagree with them and maybe be rude to
them at sometimes. Controlling the conversation is also key in resolving the problem
faster and always thanking them in order to gain their like.
