Develop and Manage Quality Customer Service Practices - Management Assignment Help

Assignment Task

Task - Demonstration

Performance objective

The students must demonstrate the performance outcomes, skills and knowledge required to develop, monitor and adjust customer service practices. It requires the ability to consult with colleagues and customers, develop policies and procedures for quality service provision, and manage the delivery of customer service.

Assessment description

In this assessment you will demonstrate to implement, communicate, monitor and evaluate policies and procedures over four service periods. After demonstration you will write a summary of each.

Procedure

You will be observed over four service periods, how you:

A. Implement developed policies and procedures

B. Communicate requirements with staff

C. Monitor service provisions and manage these efficiently

D. Evaluate each service instance and incorporate feedback into the next instance.

You are required to write a brief summary for each service instance, clearly outlining:

1. What worked well

2. What needs improvement

3. How you have evaluated each policy you have implemented

4. How was staff involved for the purpose of evaluation

5. How you will implement each identified change required into the following service instance.

Submissions

You must:

· Demonstrate policies and procedures over four service periods

· Submit the summary of each service period

Your assessor will be looking for:

· research and develop customer service policies and procedures for at least three different areas of the business that meet industry standards

· implement and monitor practices for quality customer service in line with above policies and procedures over four service periods

· evaluate practices for quality service provision and identify any failings

· review policies and procedures, adjust as necessary, and communicate any new practices to staff

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