Submission Front Sheet Assignment Code: AB365H3 Programme: BTEC Higher National Diploma in Hospitality Management Unit Title and Number: Customer Service (Unit 3) QFC Level and Credit value: 5; 15 credits Module Tutor: Fabrice Teyssedou Email: [email protected] Date Set: 11/01/2017 Name: …………………………………………. Registration Number: …………………………………………… Date: …………………………………………… Is this a First Submission or Second Submission ? Word Count (max.5000) Turnitin Score Complete and copy this page and add it as the front sheet to your online submission Part 2 Assignment Brief Programme: BTEC Higher National Diploma in Hospitality Management Unit Title and Number: Customer Service (Unit 3) QFC Level and Credit value: 5; 15 credits Module Tutor: Fabrice Teyssedou Email: [email protected] Date Set: 11/01/2017 Distribution Date 19th January 2017 Formative assessment Dropbox opens 27th February, 2017 Final Submission Date (Full Assignment):10th April, 2017 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. Word count: 1000-1500 for task A 2000-3000 for task B Group presentation for Task C. The allowed time is 15 minutes. Task A Research report discussing the customer service policies Carry out research into customer service policies. Using your research, produce a written report of your findings which should include: a) A discussion of the reasons for using customer service policies (ref. 1.1) b) A discussion about the purpose of evaluating customer service policy and its relationship to future staff training and development (ref. 1.2) Task B Communication and information research Provide a written account demonstrating your understanding of the above subject. It should provide an insight on the: a) Evaluation of the different communication methods (ref. 2.1) b) Analysis of how customer perception is influenced by customer service provision (ref. 2.2) (+M1) c) Assessment of sources of information on customer requirements and satisfaction levels (ref 3.1) (+M3) Task C Group presentation a) Carry out and present a research on customer requirements and satisfaction levels for a hospitality business (restaurant or hotel), and suggest some potential improvements (ref 3.2) (+D1) b) Organise and execute a delivery of customer service (role play) for the same business (ref 4.1) (+M2) (+D2) c) Review your own performance and make recommendations for improvements (ref 4.2) (+D3) SCENARIO FOR PRESENTING AC 4.1 After selecting your hospitality organisation, you will need to organise and execute a delivery of customer service in the form of a role play where you will play the part of customer service operator or of customer. You will need to cover the following points of service depending on the type of organisation: For a restaurant setting you will have to: - Greet a customer - Take a food and drink order - Serve the food and drink and check satisfaction - Give the bill and bid farewell. For a hotel setting you will have to: - Greet a customer - Check in the customer and offer further services - Check satisfaction during the stay - Settle the bill and bid farewell For an event company, you will have to: - Greet a customer - Take a drink order and serve them - Serve the food and check satisfaction - Bid farewell The emphasis will be on the usage of the core customer service competence as learned in class with attention to detail been valued. All 6 Grading Criteria can be achieved in this assignment. M1 Identify and apply strategies to find appropriate solutions. effective judgements have been made in your analysis of customer perceptions and service provisions (Task B b) 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 C b) 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 B c) 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 C a) ref. AC 3.2) 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 C b) ref. AC 4.1)). D3 Demonstrate convergent / lateral / creative thinking ideas have been generated and decisions taken in yourself reflection issues (Task C c) ref. AC 4.2). Specification of Assessment • Present your work in one business report style which should include table of contents, reference list, foot or end notes and appendices if any • Include the reference code of this assignment on your assignment submission. • Each page must be numbered at the bottom right hand side. • Ensure your name is in the footer and the production date/version number of your assignment • Spell-check the document and make sure there are no grammatical errors. • Complete all the tasks. • Produce clear specific reasoning and arguments in support of your answers. • Submit your work in a single work processed document of not more than 5000 words for all Learning Outcomes. This word limit is only for guidelines, and is not applied to grading. • You must include a bibliography at the end to show where your information was sourced. • Your sources must be identified using the Harvard referencing system. The words used in your bibliography will not be included in your word count. Achievement of a pass grade A pass grade is achieved by meeting all the requirements defined in the assessment criteria for each individual unit. Achievement of a merit or distinction grade All the assessment criteria and merit grade descriptors need to be completed within a unit to achieve a merit grade. All the assessment criteria, merit and distinction grade descriptors must be completed within a unit to achieve a distinction grade. If an extension is necessary for a valid reason, requests can me made using a course work extension request form available from the college. Please note that the lecturers do not have the authority to extend the coursework deadlines and therefore do not ask them to award a coursework extension. The completed form must be accompanied by evidence such as a medical certificate in the event of you being sick. Any act of plagiarism and collusion will be seriously dealt with according to the regulations. In this context the definition and scope of plagiarism are presented below: ‘Plagiarism occurs when a student misrepresents, as his/her own work, the work, written or otherwise, of any other person (including another student) or of any institution. Examples of forms of plagiarism include : • the verbatim (word for word) copying of another’s work without appropriate and correctly presented acknowledgement; • the close paraphrasing of another’s work by simply changing a few words or altering the order of presentation, without appropriate and correctly presented acknowledgement; • unacknowledged quotation of phrases from another’s work; • The deliberate and detailed presentation of another’s concept as one’s own.’ All types of work submitted by students are covered by this definition, including, written work, diagrams, designs, engineering drawings and pictures. ‘Collusion occurs when, unless with official approval (e.g. in the case of group projects), two or more students consciously collaborate in the preparation and production of work which is ultimately submitted by each in an identical, or substantially similar, form and/or is represented by each to be the product of his or her individual efforts. Collusion also occurs where there is unauthorised co-operation between a student and another person in the preparation and production of work which is presented as the student’s own. (ibid)’ All work for assessment must be submitted with a Turnitin Report on plagiarism. The Maximum Turnitin score admissible is 15% (after deduction of 1% & 2% records). Assignments with more that this adjusted 15% score will be automatically referred for reworking and resubmission. Summative Feedback on this coursework will be given on Referral Dropbox will open from – Referral submission deadline – Referral result declared – Assignment Resubmission Policy A Resubmission is any work handed in for final assessment a second time. The Final Deadline is the date on which the whole assignment must be completed and submitted (usually in week 12 at the end of the semester). Work submitted To be Resubmitted 1. Referred after Final Deadline Four weeks after the final deadline 2. Missed Final Deadline End of next semester 3. Missed formative assessment(s) and Referred after Final Deadline End of next semester 4. Referred SMALL after resubmission £25 reassessment fee 5. Referred LARGE after resubmission Repeat semester and attend classes Completed, assessed units (Pass, Merit) from your first Semester may be reworked and submitted for a higher grade once only on payment of a reassessment fee of £25. Programme: BTEC Higher National Diploma in Hospitality Management Unit Title and Number: Customers Service (Unit 3) Module Tutor: Fabrice Teyssedou Learner’s Name : Learner ID: Session of Admission: Hosp Mgmt January 17 B Grade: Date of Assessment: Assessment Criteria Met Evidence Feedback 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 Merit Descriptors Assessment Criteria for Merit: Met Where M1 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 Ac 2.2 M2 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 AC 4.1 M3 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. AC 3.1 Distinction Descriptors Assessment Criteria for distinction the learner can Met Where 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 • 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 Ac 3.2 D2 Take responsibility for managing and organising activities • 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 Ac 4.1 D3 Demonstrate convergent / lateral / creative thinking • 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 Ac 4.2 Summative Feedback on this coursework will be given on 3rd May, 2017 Referral Results issued 31st May, 2017