Assignment brief BTEC First Award in Business

Assignment title

Unit 4 Customer Service 1

Assessors

ZRI, BRY

Date issued

07/03/2016

Deadline

19/03/2016

Qualification
covered

BTEC First Award in Business Level 1/2

Units covered

Unit 4 Customer Service

Learning aims
covered

Learning Aim A
Understand how businesses provide customer service

Duration (approx)

Two weeks

Scenario

Resubmission
deadline

15/04/2016

You work for the local Cooperative supermarket as a customer service advisor.
You have been given the task of assisting the customer service manager to
prepare training materials for new staff. You will need to conduct research on
customer service to be able to successfully create a handbook for employees.

Learning Aim A
You need to create a document which shows that you understand how businesses
provide customer service. The document will be used for training new staff
employed by the store.
In the document you will need to describe the different types of customer service
provided by your store (P1) and compare how two businesses satisfy their
customers. To do this you should describe your current store with another
company (M1).
Task 1

In the next section you need to describe the characteristics of consistent and
reliable customer service (P2) and explain how the Cooperative aims to exceed
customer expectations (M2).
Explain the organisational procedures the Cooperative have in place and the
legislation which contributes to consistent and reliable customer service (P3). In
addition to this you should also explain (P4) and compare (M3) how legislative
and regulatory requirements affect customer service on a selected business.
Finally you should assess the effect that providing consistent and reliable
customer service has had on the reputation of the Cooperative (D1).

Evidence you must

produce for this
task

Training document (Microsoft Word)

Criteria covered by this task:

To achieve the criteria you must show that you are able to:
Describe the different types of customer service provided by two selected
businesses.

Unit

Criterion
reference

P1

Describe the characteristics of consistent and reliable customer service.

P2

Explain how organisational procedures and legislation contribute to

consistent and reliable customer service.

P3

Explain how legislative and regulatory requirements affect customer

service in a selected business.

P4

Compare how two selected businesses satisfy customers.

M1

Explain how a selected business attempts to exceed customer

expectations.

M2

Compare the impact of legislative and regulatory requirements affecting

customer service on a selected business.

M3

Assess the effect of providing consistent and reliable customer service on

the reputation of a selected business.

D1

Sources of
information

BTEC Textbook
Internet
Lesson notes

If you have not achieved the Level 2 criteria, your work will be assessed to determine if the
following Level 1 criteria have been met.
To achieve the criteria you must show that you are able to:

Unit

Criterion
reference

Define customer service, giving an example of a customer service role in a

selected business.

Level 1 Pass 1

Identify features of consistent and reliable customer service.

Level 1 Pass 2

Identify how organisational procedures contribute to consistent and reliable

customer service.

Level 1 Pass 3

Outline how legislative and regulatory requirements affect customer service

in a selected business.

Level 1 Pass 4