NAME: RONETTE DANZINE

REGISTRATION NUMBER: 150024

SCHOOL: BUCCAMENT BAY SECONDARY
SCHOOL NUMBER:150024
TEACHER: MRS.SHORTTE
TERRITORY: ST. VINCENT AND THE GRENADINES
YEAR: 2017-2018

TABLE OF CONTENT
Acknowledgement…………………………………………………………………………….1
PART 1 : PREPARATION
Research Topic……………………………………………………………………………... …...3
Aims of the project…………………………………………………………………………….…4
Functions of the Department……………………………………………………………………..5
Business correspondence…………………………………………………………………………6
PART 2 : DATA COLLECTION
Methodology……………………………………………………………………………………..7
Interview Questions………………………………………………………………………………8
Schedule of Activities…………………………………………………………………………….9
Company policies……………………………………………………………………………..…10
PART 3: DATA PRESENTATION
Project Report……………………………………………………………………………………11
Office Equipment Used by the firm……………………………………………………………..14
Bibliography………………………………………………………………………………….…18
 Acknowledgement

First of all I would like to thank god for sparing me through all circumstance. my teacher Mrs.
shortte who guided me and give me the guidance to complete my project and also my
family who encourage me to do well.

3
 Research Topic

What are the duties and responsibilities of a receptionist and how does the attitude of the
receptionist affect the success of the business?
 4
Aims of the project

Two aims of the project are:

 To examine the duties and responsibilities of a customer service

department.
 To investigate how a customer service department deals with customer.
 5
Functions of the department

Two function the customer service department are:

 Handle customer complaints

 Ensure customer satisfaction

6
 Business Correspondence

Rillian Hill
Questells P.O
ST. Vincent and the Grenadines
13/8/2017

The Manger,
ST, Vincent Electricity service
Kingstown
ST. Vincent and the Grenadines

Dear Sir/Madam,

I am Ronette Danzine, a fifth form student at the buccament bay secondary school. I am pursuing
business education. I am seeking your permission to conduct my school base assessment (sba)
using your firm. My research topic is, “what are the duties and responsibilities of the customer
service department and how does the attitude of the receptionist affect the success of the
business?”.
The researcher wish to use the customer service department to collect information. I will be
conducting with staff, as well as distributing on the 16 of October.
I can be contacted any time via telephone number 5269120.
 7
Methodology
The researcher will collect information through the questionnaires. A questionnaire is an
instrument used for collecting data on almost any topic. It involves asking respondents to
respond to a set of oral or written questions.

Questionnaires were chosen because:

 Large amounts of information can be collected from many people in a short time and in a
relatively cost-effective way.
 There is a high level of confidentiality
 Respondents have time to consider questions (especially so when not face to face)

The total of 10 Questionnaires were given on the 16 of October to persons in the customer
service department. They were collected the following day.
 Cover letter

Dear respondents,

I am a business student of the Buccament Bay Secondary School I am preparing a questionnaire

to be conducted with the customer service department of the firm. This is done for my school
base assessment project. I am kindly asking soliciting your help in gathering information for my
research. Please assist by completing the attached questionnaire as truthfully as possible. The
information will be kept confidential
Either place a tick in the appropriate box or complete the sentences with appropriate responses.
 Questionnaire

Instructions: Please place a tick in the boxes of as many or in complete sentences as applied

1.What are the desirable skills a customer service should have?

Excellent communication
Analytical skills
Team spirit
Computer literacy
Problem solving skills
2. do the workers of the department follow staff rules?
Yes
No
Sometimes
3. on a scale of 1-5 how would you rate the importance of a customer service department to a
business organization
1-extreme important
2-very important
3-important
4-partially important
5-unimportant
4. what is your role as a customer service?
______________________________________________________________________________

5.what is the most important desirable attribute a customer service should have?
______________________________________________________________________________
______________________________________________________________________________
6. what are some tools that can make a customer service job easier?
______________________________________________________________________________
______________________________________________________________________________
7. what information should a customer service know before setting up appointment for his/her
supervisor?

8. how does a customer service maintain the customer service area?

______________________________________________________________________________
______________________________________________________________________________
9.what security measures should be practised by the customer service?
______________________________________________________________________________
______________________________________________________________________________
10, what is the role of the customer service department?
______________________________________________________________________________
______________________________________________________________________________
 8
Interview Questions

1. What are the role and responsibilities of the customer service?

2. What are the procedures for dealing with unexpected customers?
3. What are the main duties of a customer service
4. What desirable attributes must a customer service have?
5. How does the customer service department handles customers complaints?
 9
Schedule of Activities

DATE ACTIVTIES COMMENTS

Selected research topic with help of
September 6 2017 Selection of topic the teacher
Decided which business to Selected the business to conduct my
September 8 2017 conduct research research
Correspondence was handed back to
September 12 Correspondence was drafted make correction
2017
September 13 Correspondence was corrected, Correspondence was corrected with
2017 printed and later sent to the help of my teacher
business
September 20 Determined the methodology to Methodology was decided
2017 be use
October 7 2017 Visited the business to schedule Research date set
research date
October 10 2017 Prepared questionnaires Questionnaires were finish printed

October 16 2017 Distributed the questionnaires The interview went very well, and
and conducted interview everyone communicated very well
October 17 2017 Collected questionnaires from Questionnaires were successfully
workers completed
October 18 2017 Observe the equipment use by Observed the various equipment the
the organization business use
October 19 2017 Ask the manager about the The manger permits the information
business regulations and polices
November 12 Finish up my project and The completion was very successful
2017 presented it
 10
Company policies

One piece of legislation governing the work place is:

 Occupational Health and Safety Management Regulations (OSHA)
Awareness of the Legislation
The researcher became aware of this regulation after having a discussion the manager
about the regulation and policies governing the organization.
Health and Safety Practices
One safety practice observed when carrying out this research was that the firm has an
emergency plan for evacuation. Four (4) exits clearly marked fire exits and several
extinguishers were located throughout the building for deployment in case of fire.
Staff Rule
Information regarding customers are kept confidential and cell phones are to be
turn of during work hours I became of aware of this staff rules because there
was a sign showing all the staff rules which must be followed.
 11
Project report
Report

The researcher conducted the research using the customer service department of the St.
Vincent and the Grenadines electricity service. The business is usually very busy close to
the end of the month especially on Wednesday from 8am-4pm since it does not open on
weekends. From the information collected from the 6 persons given questionnaires, the main
duties of the customer service department is to handle customers complain, use telephone
to reach customers and verify account and maintain customers records by updating
accounts information. The findings that were analysed indicated that the main function of
the customer service department is to build good relationships with the customers, to
make them feel comfortable so that the business can be effective.
Findings
Q10 from questionnaires: what is the role of the customer service department?

Role of customer service department

5
numer of respondents

4
3
2
1
0
bulid realitionship resolve customer provide information ensure customer is
with customer complaints to customers satisfy
fuctions
Q1 from questionnaire: what are the desirables skills a customer service should have?

desirable skills a customer service

shoulf have

25% analytical skills

38% team sprit
computer literacy
12%
problem solving skill
25%

Limitations
While conducting this research it was difficult to print questionnaires because printing is
expensive and to distribute the questions because there is not enough time after school
and the business usually close at 4pm in the evening, so the researcher had to choose
certain days to visit the business to distribute questionnaires and to conduct the research.
Recommendations

The researcher recommend to the workers of the customer service department is to

continue to make customers their number one priority, be calm and patient with them so
that they won’t be angry and continue to have good communication with customer as well as
staff so that the business will operate efficient.
 14
Office Equipment use by the Firm

Date Equipment Purpose Suitability

October 18 2017 telephone To receive and make It is easy to stay
calls contact with
customers
October 18 2017 computer To store information, Useful for saving
retrieve data and customers
process information information
October 18 2017 printer To accept typed text Save time and
and graphic images money, printing
from computer and many hard copies of
transfer to paper records and receipts
October 18 2017 shredder Use to destroy It is useful to get rid
documents by cutting of confidential
papers into strips information
 18
Bibliography

The following books were use by the researcher

Trenfield-newsomet, A. and wright, c. (2011). Office Administration for Csec. London:

Macmillan publisher
Whitcomb Alan DR. (2012) Heinemann office administration for Csec