A skills demonstration is used to assess a wide range of practical based learning outcomes
including practical skills and knowledge. A skills demonstration will require the learner to
complete a task or series of tasks that demonstrate a range of skills”
Guidelines:
Candidates are required to complete all tasks below within 2500 words. It is important to note
that external reading is expected other than the course notes. External reading is used to
support points made and to show theory, expert opinion and agreements with points made.
External reading should be referenced under Harvard Style. All opinions should be supported
with an academic reference. A reference guide and reading list with some suggested external
reading are available from the College.
Task 1: Weighting 30% (30 marks)
Research and produce a written description of a customer service program for staff.
Ensure that you include the following:
A brief history of a named company and why customer service is important to drive
customer satisfaction, customer engagement, marketing, revenue, customer base and
product sales. (1500 words)
Task 2: Weighting 10% (10 marks)
Construct an organisational chart to include identification of personnel with responsibility for
customer service. Provide text as well as the chart to describe roles and responsibilities.
(500 words)
Task 3: Weighting 10% (10 marks)
Research and design a comment form and survey to measure and enhance customer
satisfaction and experience (500 words)
PLEASE ENSURE TO CLEARLY REFERENCE All INFORMATION SOURCED IN YOUR WORK WITH
EVIDENCE OF IN-TEXT REFERENCING AND SUPPORTING BIBLIOGRAPHY. TO ENSURE THAT
THE CORRECT REFERENCING FORMAT IS APPLIED LEARNERS SHOULD REFER TO THE
ADDITIONAL GUIDELINES ON REFERENCING DOC.
PENALTIES WILL BE APPLICABLE (REF MOST UP TO DATE VERSION OF THE PLAGIARISIM
POLICY) TO THOSE ASSESSMENTS THAT DO NOT CONSIDER THESE REFERENCING
GUIDELINES.
Any results issued are provisional and subject to confirmation from the QQI External
Authenticator.