| Count words: | 2500 words |
“A skills demonstration is used to assess a wide range of practical based learning outcomes including practical skills and knowledge. A skills demonstration will require the learner to complete a task or series of tasks that demonstrate a range of skills”
Candidates are required to complete all tasks below within 2500 words. It is important to note that external reading is expected other than the course notes. External reading is used to support points made and to show theory, expert opinion and agreements with points made.
External reading should be referenced under Harvard Style. All opinions should be supported with an academic reference. A reference guide and reading list with some suggested external reading are available from the College.
Research and produce a written description of a customer service program for staff. Ensure that you include the following:
A brief history of a named company and why customer service is important to drive customer satisfaction, customer engagement, marketing, revenue, customer base and product sales. (1500 words)
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Construct an organisational chart to include identification of personnel with responsibility for customer service. Provide text as well as the chart to describe roles and responsibilities. (500 words)
Research and design a comment form and survey to measure and enhance customer satisfaction and experience (500 words)
PLEASE ENSURE TO CLEARLY REFERENCE All INFORMATION SOURCED IN YOUR WORK WITH EVIDENCE OF IN-TEXT REFERENCING AND SUPPORTING BIBLIOGRAPHY. TO ENSURE THAT THE CORRECT REFERENCING FORMAT IS APPLIED LEARNERS SHOULD REFER TO THE ADDITIONAL GUIDELINES ON REFERENCING DOC.
PENALTIES WILL BE APPLICABLE (REF MOST UP TO DATE VERSION OF THE PLAGIARISIM POLICY) TO THOSE ASSESSMENTS THAT DO NOT CONSIDER THESE REFERENCING GUIDELINES.
Any results issued are provisional and subject to confirmation from the QQI External Authenticator
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