Downloadable Assessment – M3.08 Managing Customer Service
WORK-BASED ASSIGNMENT - M3.08 MANAGING CUSTOMER SERVICE
Centre Number
Centre Name
Candidate Registration No
Candidate Name
TASK
This task is about managing customer service in your organisation
Please use the headings shown below when writing up
your assignment
Assessment Criteria
Basic customer service
Describe your organisation’s customer service by briefly:
 describing at least two legal rights of your customers;
 two of your organisation’s commitments to customers;
and
 the manager’s responsibilities in relation to customer
service



Two legal rights of customers
are briefly described
Two of the organisations’
commitments to customers
are briefly described
The managers’ responsibilities
in relation to customer service
is briefly described
(weighting 50% of the total mark)

Caring for the customer
Describe how your organisation cares for its customers. To
do this:
 identify an internal and an external customer;
 explain how customer service standards and procedures
are used to meet their needs; and
 explain how customer service is monitored against the
standards set by your organisation



An external and an internal
customer of the organisation
are identified
How customer needs are
identified is described
The use of service standards
and procedures to meet
customer needs is explained
Customer service monitoring
against set standards is
explained
(weighting 50% of the total mark
By submitting I confirm that this assessment is my own work
© ILM Downloadable Assessments August 2007
Downloadable Assessment – M3.08 Managing Customer Service
MARK SHEET – WORK BASED ASSIGNMENT - M3.08 MANAGING CUSTOMER SERVICE
Centre number
Centre name
Candidate registration no
Candidate named
submission
NAME:
Criteria
Strengths
below
confirms
Weaknesses
authenticity
Assr
mark
Basic customer service



Two legal rights of customers are
briefly described
Two of the organisations’
commitments to customers are
briefly described
The managers’ responsibilities in
relation to customer service is
briefly described
/50%
Caring for the customer




An external and an internal
customer of the organisation are
identified
How customer needs are
identified is described
The use of service standards and
procedures to meet customer
needs is explained
Customer service monitoring
against set standards is
explained
/50%
Assessor’s decision
Total Marks
Total 50%+ overall
Quality assurance use
Outcome
(circle as applicable)
PASS
FAIL
Total Marks
Total 50%+ overall
Outcome
(circle as applicable)
PASS
Section fail if applicable:
Date of IQA check:
Name of assessor
Name of IQA
Assessor signature
IQA signature
ILM EV signature
Date externally verified (where applicable)
© ILM Downloadable Assessments August 2007
FAIL
of
QA
mark
Downloadable Assessment – M3.08 Managing Customer Service
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© ILM Downloadable Assessments August 2007