Unit 11 - Assignment 11 – Demonstrate Customer Service Skills
Assignment Objective
Be able to apply appropriate presentation and interpersonal skills in customer service situations
Scenario
During the second half of your two week training course on customer service, you will be required to demonstrate your customer service skills
in the Guest Services department. Your course leader will provide different ‘customer situations’ and you will need to respond to these
appropriately during role plays. How you deal with these situations will determine whether you pass the customer service course or not. It is
therefore important that you know the different skills the course leader is looking for.
Assignment Outcomes
P3 – demonstrate presentation, communication and interpersonal skills in different customer service situations
M2 – display confident presentation, communication and interpersonal skills when demonstrating customer service in a range of customer
service situations
D1 – anticipate and meet the needs of different customers in three contrasting situations
Task
Task 1
Demonstrate your customer service skills in the following customer situations:
1. Face-to-face – a customer comes to see you in Guest Services to complain about the length
of time they have had to wait for many of the rides (angry/abusive)
2. Telephone – a customer has telephoned to make a group booking. They have many
questions and a number of needs/expectations (difficult/technical information)
3. Letter – a customer has written in, following a visit to Alton Towers, with a complaint about the
quality and price of food at the resort (urgent/non-urgent)
Grading
Criteria
P3
Evidence
Script & witness
statement
Script & witness
statement
Response to
letter
Personal
reflection record
You must demonstrate the following as part of these tasks:
Presentation Skills: Personal presentation (e.g. personal hygiene, uniform/dress, hair, make-up,
jewellery), Body language (e.g. posture, facial expression, smiling, gestures, eye contact), presentation
of work area and equipment
Interpersonal Skills: Attitude, behaviour, first impressions, greeting customers, courtesy,
confidence, concern, interest, thoughtfulness, respect for customers, responding to different
customer behaviour, tact, efficiency
Communication Skills: Tone of voice, pitch, language (e.. technical language, use of slang/jargon),
pace, listening, body language, appropriateness to customer/situation
27th October 2011
Task 2
In order to achieve a Merit, you must also:
1. Respond to an email from a customer – a disabled customer is requesting information on
wheelchair friendly facilities at Alton Towers
2. Produce an outline of each customer situation, detailing the skills you will need to deal with
each situation effectively
3. Display confidence when dealing with each situation
Task 3
In order to achieve a Distinction, you must also:
1. Explain how you might deal with the face-to-face situation if the customer is:
a. Calm
b. Angry/Abusive
c. Difficult
M2
Email response
25/10/2012
Word document
Witness
statement
D1
Word document
25/10/2012
Witness
statement
To do this, produce a document that explains how the customer service skills you demonstrate will differ
in each of the above situations.
Evidence of how you have anticipated these situations will also be recorded on the witness statement.
27th October 2011