BTEC Assignment Brief
PearsonBTECLevel3NationalFoundation Diploma in Business
Qualification
Unit number and title Unit 14: Investigating Customer Service
C: Demonstrate customer service in different situations,
Learning aim(s) (For NQF
using appropriate behaviours to meet expectations.
only)
What’s the right thing to do?
Assignment title
Assessor
Issue date
Hand in deadline
Your apprenticeship is going well and your supervisor now
Vocational Scenario or wants you to take charge of the customer service desk for a
Context week to expand your skills at handling different situations.
You must demonstrate customer service skills in at least
three different business situations. You need to focus on
a demonstration of product/service knowledge when
dealing with customers’ queries, requests and problems.
You need to fully embrace the role-play scenarios,
demonstrate your skills with confidence and use
initiative when dealing with challenging situations.
On completion of the role plays you will need to create
an evaluative report that covers the following areas:
- A clear critique, highlighting your strengths and
weaknesses, identifying gaps where improvements
could be made.
Task 1 - A development plan with realistic details of the work
that needs to be done on improving your individual
skill sets (based on the strengths and weaknesses
highlighted above) to enhance your customer service
and communication skills, including time scales and
sources of information.
- Assess how the development plan has improved the
performance of customer service skills.
- You should justify how this plan will help improve
these skills. This should be detailed, imaginative but
realistic given your current role if it is to demonstrate
initiative in making these high quality decisions on
your future
Checklist of evidence Evidence of preparation of the role plays (not fully scripted).
required Observation record of the role plays.
Recorded evidence or annotated photos of the role plays.
Self-reflection of your performance in the role plays based
on feedback from assessors, supervisors or peers.
An evaluative report comprising a strengths and
weaknesses analysis and a detailed, fully justified
development plan.
This study source was downloaded by 100000823822032 from CourseHero.com on 07-01-2022 10:14:30 GMT -05:00
https://www.coursehero.com/file/147226248/unit-14-authorised-assignment-briefdocx/
PearsonBTECLevel3NationalFoundation Diploma in Business
Qualification
Unit number and title Unit 14: Investigating Customer Service
C: Demonstrate customer service in different situations,
Learning aim(s) (For NQF
using appropriate behaviours to meet expectations.
only)
What’s the right thing to do?
Assignment title
Assessor
Issue date
Hand in deadline
Your apprenticeship is going well and your supervisor now
Vocational Scenario or wants you to take charge of the customer service desk for a
Context week to expand your skills at handling different situations.
You must demonstrate customer service skills in at least
three different business situations. You need to focus on
a demonstration of product/service knowledge when
dealing with customers’ queries, requests and problems.
You need to fully embrace the role-play scenarios,
demonstrate your skills with confidence and use
initiative when dealing with challenging situations.
On completion of the role plays you will need to create
an evaluative report that covers the following areas:
- A clear critique, highlighting your strengths and
weaknesses, identifying gaps where improvements
could be made.
Task 1 - A development plan with realistic details of the work
that needs to be done on improving your individual
skill sets (based on the strengths and weaknesses
highlighted above) to enhance your customer service
and communication skills, including time scales and
sources of information.
- Assess how the development plan has improved the
performance of customer service skills.
- You should justify how this plan will help improve
these skills. This should be detailed, imaginative but
realistic given your current role if it is to demonstrate
initiative in making these high quality decisions on
your future
Checklist of evidence Evidence of preparation of the role plays (not fully scripted).
required Observation record of the role plays.
Recorded evidence or annotated photos of the role plays.
Self-reflection of your performance in the role plays based
on feedback from assessors, supervisors or peers.
An evaluative report comprising a strengths and
weaknesses analysis and a detailed, fully justified
development plan.
This study source was downloaded by 100000823822032 from CourseHero.com on 07-01-2022 10:14:30 GMT -05:00
https://www.coursehero.com/file/147226248/unit-14-authorised-assignment-briefdocx/
