ASSIGNMT ONE CRM
Al Quds College
Assessment Activity Front Sheet
(This front sheet must be completed by the LEARNER where appropriate and included with the work submitted for assessment)
Learner’s Name:
Assessor’s Name:
Bulus Batarseh
Date Issued:
12./..11./...2014..
Completion Date:
30./.11./.2014..
Submitted on:
.../.../.......
Qualification
Pearson BTEC Level 5 HND Diploma Hospitality Management
Unit No.:
3
Unit Title:
Customer Service
Learning Outcome (LO) No.
LO 1&2
Learning Outcome (LO) Title:
-LO 1-Understand customer service policies within business and services contexts
-LO-2- Understand the purpose of promoting a customer-focused culture
Assignment No.
1
Assessment Title:
Customer Service Above and Beyond
Part:
1 of 1
In this assessment you will have opportunities to provide evidence against the following criteria. Indicate the page numbers where the evidence can be found
Criteria reference
To achieve the criteria the evidence must show that the Learner is able to:
Tick if met
Page numbers
P1.1
Discuss reasons for using customer service policies
P1.2
Discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development
P2.1
Evaluate different communication methods and how these are used to best effect
P2.2
Analyze how customer perception is influenced by customer service provision
Grade Descriptor
Reference
Grading Descriptor
Tick if met
Page numbers
M1.2
-Complex problems with more than one variable have been explored. Find out the way best approach to put an end to this issue
M3.1
-The appropriate structure and approach has been used through using presentation
D1.1
- Conclusions have been arrived at through synthesis of ideas and have been justified. Refer to GSI (Guest Satisfaction Index)
D2.1
- Autonomy / independence has been demonstrated also to show own work and credibility.
Declaration
“I certify that this assignment is my own
Assessment Activity Front Sheet
(This front sheet must be completed by the LEARNER where appropriate and included with the work submitted for assessment)
Learner’s Name:
Assessor’s Name:
Bulus Batarseh
Date Issued:
12./..11./...2014..
Completion Date:
30./.11./.2014..
Submitted on:
.../.../.......
Qualification
Pearson BTEC Level 5 HND Diploma Hospitality Management
Unit No.:
3
Unit Title:
Customer Service
Learning Outcome (LO) No.
LO 1&2
Learning Outcome (LO) Title:
-LO 1-Understand customer service policies within business and services contexts
-LO-2- Understand the purpose of promoting a customer-focused culture
Assignment No.
1
Assessment Title:
Customer Service Above and Beyond
Part:
1 of 1
In this assessment you will have opportunities to provide evidence against the following criteria. Indicate the page numbers where the evidence can be found
Criteria reference
To achieve the criteria the evidence must show that the Learner is able to:
Tick if met
Page numbers
P1.1
Discuss reasons for using customer service policies
P1.2
Discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development
P2.1
Evaluate different communication methods and how these are used to best effect
P2.2
Analyze how customer perception is influenced by customer service provision
Grade Descriptor
Reference
Grading Descriptor
Tick if met
Page numbers
M1.2
-Complex problems with more than one variable have been explored. Find out the way best approach to put an end to this issue
M3.1
-The appropriate structure and approach has been used through using presentation
D1.1
- Conclusions have been arrived at through synthesis of ideas and have been justified. Refer to GSI (Guest Satisfaction Index)
D2.1
- Autonomy / independence has been demonstrated also to show own work and credibility.
Declaration
“I certify that this assignment is my own