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Mar 06

Customer Service (Unit 3)

Customer Service (Unit 3) is one of the important assignment for BTEC Higher National Diploma in Hospitality Management under Assignment Code: AB295H3.

This unit enables learners to gain understanding of customer service policies and the purpose of promoting a customer-focused culture and to gain skills to provide customer service.

There are four learning outcomes to this unit:

1.Understand customer service policies within business and services contexts

2.Understand the purpose of promoting a customer-focused culture

3.Be able to investigate customer requirements and expectations

4.Be able to provide customer service within business and services contexts to meet required standards

The assignment 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, especially

To succeed in this unit, you are required to follow the assessment criteria.

Your assignment should demonstrate your understanding of how your research links coherently to these aspects of the customer service. Your assignment should include evidence of your research with reference. This includes linking research coherently to your writing and presenting using referencing (Harvard model), such as bibliography, citing and quotes.

Assessing Criteria

M1 Identify and apply strategies to find appropriate solutions.

effective judgements have been made in your analysis of customer perceptions and service provisions(Task A c) ref. AC 2.2).

M2 Select/design and apply appropriate methods/techniques

complex information has been synthesised and processed in your analysis of customer requirements and satisfaction for a selected business( Task B 1)ref. AC 4.1).

M3 Present and communicate appropriate findings

the appropriate structure coherent, logical development of principles/concepts for the intended audience a range of methods of presentation have been used in your analysis of the sources information on the customer(Task A b) ref. AC 3.1)

D1 Use critical reflection to evaluate own work and justify valid conclusions

conclusions have been arrived at through synthesis of ideas and have been justified in your justification of the need for hygienic design and hygiene training (Task B c) ref. AC 3.6 & 3.7)

D2 Take responsibility for managing and organising activities

Activities have been managed in your evidence of an excellent customer care you have ever given guidance (Task B(2) c) ref. AC, 4.1)).

D3 Demonstrate convergent / lateral / creative thinking

ideas have been generated and decisions taken in yourself reflection issues (Task B (d) ref. AC 4.2).

Our Hospitality Assignment Help service addresses the following specific requirement of the assignment: –

Assessment Criteria
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 training and development
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
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
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

 

The following Assessment criteria are Met:-

 


Descriptors
Assessment Criteria:
 

Identify and apply strategies to find appropriate solutions.

· effective judgements have been made

· complex problems with more than one variable have been explored

· an effective approach to study and research has been applied

 

· conclusions have been arrived at through synthesis of ideas and have been justified

· the validity of results has been evaluated using defined criteria

· self-criticism of approach has taken place

· realistic improvements have been proposed against defined characteristics for success

 

 

Select/design and apply appropriate methods/techniques relevant theories and techniques have been applied

a range of methods and techniques have been applied

a range of sources of information has been used

the selection of methods and techniques/sources has been justified

the design of methods/techniques has been justified

complex information/data has been synthesised and processed

appropriate learning methods/techniques have been applied

autonomy/independence has been demonstrated

substantial activities, projects or investigations have been planned, managed and organised

activities have been managed

the unforeseen has been accommodated

the importance of interdependence has been recognised and achieved

Present and communicate appropriate findings the appropriate structure and approach has been used

coherent, logical development of principles/concepts for the intended audience

a range of methods of presentation have been used and

technical language has been accurately used

communication has taken place in familiar and unfamiliar contexts

The communication is appropriate for familiar and unfamiliar audiences and appropriate media have been used.

ideas have been generated and decisions taken

self-evaluation has taken place

convergent and lateral thinking have been applied

problems have been solved

innovation and creative thought have been applied

receptiveness to new ideas is evident

effective thinking has taken place in unfamiliar contexts

The specific grading criteria for the assignment are taken into consideration with utmost priority and necessary assignment support is delivered according to requirement of the assignment based on the scenario and case studies.

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