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
Samer Abou Ghaida Colin Preece
Date issued Hand in deadline (FINAL) Submitted on
31 Jan 2020 14Feb 2019
Assignment title Why is it important to provide excellent customer service?
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 that the learner is
Task no. Evidence
reference able to:
Evaluate the benefits of improvement to customer
14/B.D2 service performance for the business, the customer and 1
the employee.
Evaluate the importance for a selected business of
14/A.D1 providing excellent customer service and adhering to 1
relevant current legislation and regulations.
Analyse different methods of monitoring customer
14/B.M2 1
service for a product or service in a selected business.
Analyse how legislation and regulation impacts on
14/A.M1 1
customer service provision in a selected business.
Research methods a business can use to make
14/B.P3 1
improvements to the customer service provision.
Examine ways that customer service in a selected
business can meet the expectations and satisfaction of
14/A.P2 1
customers and adhere to relevant current legislation
and regulations.
Describe the different approaches to customer service
14/A.P1 1
delivery in contrasting businesses.
,Learner declaration
I certify that the work submitted for this assignment is my own. I have clearly referenced any sources used in the work. I
understand that false declaration is a form of malpractice.
Learner signature: Date: 10/02/19
, Why is it important to provide excellent customer service?
14/A.P1
Different approaches to customer service delivery in contrasting businesses
Customer service is the direct one on one conversation between a consumer
purchasing from an individual that represents a specific company. All over the
world companies have been thriving to have one of the best customer services.
This is because it grabs them new customers as well as loyal ones. Good customer
service is when the staff serving the customers are timed, attentive and patient
with them.
Although, not all companies approach customers in the same way. Each type of
approach requires different levels of skills and roles. These examples of 2 different
companies will prove it.
KFC
Kfc also known as Kentucky fried chicken is a fast food restaurant which was
developed in America and is one of the most popular fast food restaurants
ever.In KFC, it's more of how good the food tastes then how staff deliver the
service. This is because it’s a fast-moving process in which people already know
what they want and all they have to do is order and pick up their food. The
amount of time spent between a customer and a staff is very short. Also, the
fact that there will be a lot of people their staff wouldn’t want to spend so
much time on one customer. This means that the staff may not have to be that
skilled in order to work at KFC. This allows the business to run fast despite that
they are usually crowded.
John Lewis
John Lewis on the other hand is a retail store that sells multiple products
including furniture, clothes, jewellery etc. The reason their customer service
differentiates from KFC’s is because they will be having more one on one
conversations. This is why their staff must have a lot of knowledge on the
business, be more skilled and should mostly require good negotiation and
communication skills. For example, if a customer comes in to buy something,
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
Samer Abou Ghaida Colin Preece
Date issued Hand in deadline (FINAL) Submitted on
31 Jan 2020 14Feb 2019
Assignment title Why is it important to provide excellent customer service?
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 that the learner is
Task no. Evidence
reference able to:
Evaluate the benefits of improvement to customer
14/B.D2 service performance for the business, the customer and 1
the employee.
Evaluate the importance for a selected business of
14/A.D1 providing excellent customer service and adhering to 1
relevant current legislation and regulations.
Analyse different methods of monitoring customer
14/B.M2 1
service for a product or service in a selected business.
Analyse how legislation and regulation impacts on
14/A.M1 1
customer service provision in a selected business.
Research methods a business can use to make
14/B.P3 1
improvements to the customer service provision.
Examine ways that customer service in a selected
business can meet the expectations and satisfaction of
14/A.P2 1
customers and adhere to relevant current legislation
and regulations.
Describe the different approaches to customer service
14/A.P1 1
delivery in contrasting businesses.
,Learner declaration
I certify that the work submitted for this assignment is my own. I have clearly referenced any sources used in the work. I
understand that false declaration is a form of malpractice.
Learner signature: Date: 10/02/19
, Why is it important to provide excellent customer service?
14/A.P1
Different approaches to customer service delivery in contrasting businesses
Customer service is the direct one on one conversation between a consumer
purchasing from an individual that represents a specific company. All over the
world companies have been thriving to have one of the best customer services.
This is because it grabs them new customers as well as loyal ones. Good customer
service is when the staff serving the customers are timed, attentive and patient
with them.
Although, not all companies approach customers in the same way. Each type of
approach requires different levels of skills and roles. These examples of 2 different
companies will prove it.
KFC
Kfc also known as Kentucky fried chicken is a fast food restaurant which was
developed in America and is one of the most popular fast food restaurants
ever.In KFC, it's more of how good the food tastes then how staff deliver the
service. This is because it’s a fast-moving process in which people already know
what they want and all they have to do is order and pick up their food. The
amount of time spent between a customer and a staff is very short. Also, the
fact that there will be a lot of people their staff wouldn’t want to spend so
much time on one customer. This means that the staff may not have to be that
skilled in order to work at KFC. This allows the business to run fast despite that
they are usually crowded.
John Lewis
John Lewis on the other hand is a retail store that sells multiple products
including furniture, clothes, jewellery etc. The reason their customer service
differentiates from KFC’s is because they will be having more one on one
conversations. This is why their staff must have a lot of knowledge on the
business, be more skilled and should mostly require good negotiation and
communication skills. For example, if a customer comes in to buy something,
