6N0697: Research And Produce A Written Description Of A Customer Service Program For Staff: Customer Service Research Paper, TUD, Ireland

Task 1: Weighting 10% 

Research and produce a written description of a customer service program for staff. Use this research as the basis for what you will discuss in your presentation for the task (2).

Ensure that you include the following:

A brief history of a named company and why customer service is important to marketing, revenue, customer base, and product sales. There should be an overview of how you are going to conduct/deliver the presentation i.e. order of slides, the planned amount of time to be spent discussing each slide, any activities to be carried out, etc. it should also include references.

Marks will be awarded as follows:

1. Relevant information collected and appropriately presented

2. Information analyzed and interpreted and accurately

Candidates are required to deliver an oral presentation on a customer service program for staff. This should be recorded on video and evidence submitted to the college. The presentation will be at least 15-20 mins duration and you should support your work with at least 15-20 PowerPoint slides. Please submit evidence of PowerPoint slides used with your final submission. Please refer to the additional handout enclosed in your module pack which sets out the specific criteria that you must follow to ensure the effective delivery of your presentation.

Marks will be awarded as follows:

1. Good eye contact and approach to holding the interest of audience essential

2. Tone, stance and gesture positive and engaging

Mention each of the following operational recommendations:

1. Timeliness/responsiveness – for inquiries, orders, deliveries, appointments, and complaints

2. Provision of information to customers – at each stage of the purchasing process

3. Customer interaction – for all the ways and reasons which customers are engaged

4. Documentation – relating to service

5. Corrective action – in response to problems

6. Findings presented appropriately

With regard to the video: to obtain the best results it would be best practice for you to present to an audience/group of up to 5 people, the audience does not have to made visible in the video, however, you can also model/simulate as if you have an audience.

Task 3: Weighting 20%

Produce evidence of your research and use of technical/ vocational, personal, literary, and written and visual media texts. Include a good mix of text identifying the processes used and include references for same. Provide the PowerPoint as a handout for participants and include a copy of the cue cards used with your submission. Other supporting notes, diagrams, overheads and handouts related to the presentation are also required to be included with the final submission.