Level 2 Btec Diploma in Business
Unit 11 Customer Relations in Business
Unit 11 Customer Relations in Business (10 Credits)
Assessment Sheet
Name………………………………………………………
Achieved
Assessment Criteria
Pass 1
Describe three different types of customers and their needs and expectations
Pass 2
Outline the benefits of good customer service in a selected organisation
Pass 3
Demonstrate presentation, communication and interpersonal skills in different customer
service situations
Pass 4
Explain what contributes to consistent and reliable customer service
Pass 5
Describe how customer service can be monitored and evaluated
Pass 6
Outline how improvements to the customer service in an organisation could be made
Merit 1
Explain how different customers’ needs and expectations can differ
Merit 2
Display confident presentation, communication and interpersonal skills when
demonstrating customer service in a range of situations
Merit 3
Analyse the importance of customer service to different businesses
Merit 4
Explain how monitoring and evaluation can improve customer service for the customer,
the organisation and the employee
Distinction 1
Anticipate and meet the needs of different customers in three contrasting situations
Distinction 2
Analyse how monitoring and evaluating can improve customer service for the customer,
the organisation and the employee
P1
P2
P3
P4
P5
P6
M1
Points per credit (x 10 credits)
M2
M3
M4
D1
D2
Pass
Merit
Distinction
5
6
7
Level 2
Final Grade Conversion Table:
L2 Certificate
(1 GCSE)
L2 Extended
Certificate
(2 GCSEs)
L2 Diploma
(4 GCSEs)
Pass
75-84
Merit
85-94
Distinction
95-99
Distinction*
100+
150-169
170-189
190-199
200+
300-339
340-379
380-399
400+
Overall Grade:
Pass
/
Merit
Points Awarded
For Unit 11:
/
Distinction
Deadline 18/05/12
In submitting your work for assessment, you are confirming that the work is your own. On completion of this unit, this
document must be signed as a declaration that the work submitted is your own:
Assessor Signature: …………………
533577882
Date: …………
Student Signature: …………………………… Date: …………
Page 1 of 4
Level 2 Btec Diploma in Business
Unit 11 Customer Relations in Business
You work for Chester Zoo as a manager in the customer service department. Your job description
involves training new staff in customer service. You have been asked to produce a set of training
materials for new staff.
THE BENEFITS OF GOOD CUSTOMER SERVICE
AND TYPES OF CUSTOMERS
Task 1
For your trainees, produce an information booklet that explains the different types of customers Chester Zoo
has, and their needs and expectations. Also include an explanation of the benefits of good customer service to
Chester Zoo.
a)
For your information booklet:

Produce a diagram showing a definition of customer service, giving examples of internal and external
customers, and identifying situations where staff have to provide customer service.

Produce a table which outlines at least three different types of customers and how their needs and
expectations differ. This must include at least one internal customer and one external customer. For
the achievement of M1, fully explain the link between the customer, and their needs and expectations.
This task provides evidence for P1 and M1
b)
For your information booklet:

Explain the benefits of good customer service to Chester Zoo, including details of how it benefits the
customer, the organisation and the employee
This task provides evidence for P2
Submission date:
Friday, 11 February 2012
DEMONSTRATE PRESENTATION, COMMUNICATION AND INTERPERSONAL
SKILLS IN THREE DIFFERENT CUSTOMER SERVICE SITUATIONS
Task 2
You have produced some training materials for trainees to practise their customer service skills. You need to
test the materials to ensure they meet the needs of your training programme, ie to provide a range of customer
service situations; and to provide evidence of the level of individual performance.
Read the information you have produced about the customer role play situations. Test your customer service
situations by choosing THREE situations - one example must come from each of the following types of situations:

Face-to-face

Telephone

Written (letter or e mail)
Carry out the role play scenarios and submit evidence that you have demonstrated presentation and
interpersonal skills in at least three different customer service situations. The evidence should be:





Evidence of your research into how to deal with the oral customer service situations – for D1, you
must show detailed evidence of anticipating the needs of your customers
An assessment sheet, signed by your assessor
A report written by your assessor
The letter or e mail that you produced
Evidence of any other preparation you carried out prior to the customer service situations
The assessment criteria achieved for this task will be reflected by the level of performance in the role play
situations. For achievement of M1, you must show a level of confidence that would be appropriate in a working
environment. For the achievement of D1, you must show that you have anticipated the needs of customers, as
well as meeting their needs.
These tasks provide evidence for P3, M2 and D1
Submission date:
533577882
Friday, 11 March 2012
Page 2 of 4
Level 2 Btec Diploma in Business
Unit 11 Customer Relations in Business
CONSISTENT AND RELIABLE CUSTOMER SERVICE
Task 3
Produce a Powerpoint presentation which will form the basis of a presentation to your trainees about the need
for consistent and reliable customer service. The presentation slides should include all the following details:
a)


The ways Chester Zoo provide consistent and reliable customer service to ensure customer
satisfaction.
How a company code of practice can help provide consistent and reliable customer service
This task provides evidence for P4
b)
Add to your presentation slides:

Examples from Chester Zoo, of how effective customer service benefits the customer, the organisation
and the employee.
This task provides evidence for M4
Submission date:
Friday, 15 April 2012
HOW CUSTOMER SERVICE CAN BE MONITORED AND EVALUATED
Task 4
For the information booklet:
a)

Describe how customer service can be monitored and evaluated.
This task provides evidence for P5
b)

Explain (M3) and analyse (D2) how monitoring and evaluation can improve customer service for the
customer, the organisation and the employee.
This task provides evidence for M3 and D2
Submission date:
Friday, 13 May 2012
Task 5
As a result of your work, you realise that you need to make some recommendations to your line manager about
how to improve customer service at Chester Zoo. Prepare a memo to your line manager, Mr Jack Carter, which
outlines your recommendations.
This task provides evidence for P6
Final date for submission is:
533577882
Page 3 of 4
18/05/12
Level 2 Btec Diploma in Business
Unit 11 Customer Relations in Business
Assessment and Feedback Record
Name:
…………………………………………………………………
Interim Deadline 1:
Interim Deadline 2:
Final Deadline:
Task 1 and 2
Task 3 and 4
All tasks
Friday, 11 March 2011
Friday, 15 April 2011
Friday, 20 May 2011
Interim Feedback 1
Signed: …………………………………………………………………
Date ……………………
Targets for improvement
1.
2.
3.
Signed: …………………………………………………………………
Date ……………………
Interim Feedback 2
Signed: …………………………………………………………………
Date ……………………
Targets for improvement
1.
2.
3.
Signed: …………………………………………………………………
Date ……………………
Summative Feedback
Grade:
Signed: …………………………………………………………………
Date …………………………………
533577882
Page 4 of 4
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