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Customer Service
Unit three: Communication in the customer service role (K/503/0323)
Unit 3 Assessment
Assessment
You should use this file to complete your Assessment
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vision2learn
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Please note that this Assessment document has 17 pages and is made up of 5 parts
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1 Outline why different situations need different
methods of communication

Question 1a Page 1
Question 1b Page 2

1
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3
Identify the advantages and disadvantages of the
main communication methods to customers to include:
•
Face to face
•
In writing
•
Via telephone

Question 3 Page 3

1
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5 Explain what is meant by active listening and its
importance when dealing with customers
1
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All rights reserved
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[1
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When We need to communicate to our
customers that they have a free meal
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When I explain to customer how we make
the food
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-Verbal communication: We need for provide them
all the ingredients that we use an methods of
cooking
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[1
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For example:
-when I have for let a customer know that they have points, special promotion or a free meal, I
ussually write a email to them
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-When I have for deal wit a customer and explain them the menu, I ussually use verbal
communication for deal with them and sometimes I can mixe it non-verval communication when I
speak with them
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All rights reserved
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In relation to your current organisation (or one that you know well), complete the table
below by listing at least three different examples of customer interaction and identify the
most suitable communication method for each one
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2]
Customer interaction

Communication method

1
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customers about promotions, spcial offers or
a free meal
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We have so many turist a day and they
don't understand the leguages, so
sometimes we need for use gestures or point
them in the menu what they want to order
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When I have for deal with customers all
day and explain for them the menu
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When I have for deal with them, I need for
use a verbal communication
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Complete the table below by identifying at least two advantages and at least two
disadvantages of each communication method
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3]
Communication
method
Face to face

Advantages

Disadvantages

1
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We could be interrupted
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2
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In writing

2
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1
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quickly and they can miss important
information
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Eamil's save on paper and

2
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email accounts every day
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Can be used for both internal

1
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language can be interpreted differently
or misunderstanding
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No special hardware or

2
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Via telephone

1
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© Creating Careers Limited, 2015
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3

Customer Service
Unit three: Communication in the customer service role (K/503/0323)
4
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[1
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There is some tips for writing a standard letter:
-We need to be sure that each point is raised and clear
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-Be positive when we are witing the letter
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-Check for spellings, grammar and punctuation
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[1
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For example:
-Mr X asked to his manager, if he can have a day off next Monday
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X back: Yes, you can have it
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5]
Because if we let customers first explain what they want without interrupt them and we give them a
feedback, customer should know that we received the message and we understood
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© Creating Careers Limited, 2015
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Customer Service
Unit three: Communication in the customer service role (K/503/0323)
6
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[1
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Customer's feel more appreciated
and feeling that they have a great
time with us
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When
they talk with them, they are polite
and respectful
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This shop's donate money for
others charities and hospitals
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We can see that they receive for
us on the door and just when get
in, they explain for us everything
about their products
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© Creating Careers Limited, 2015
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5

Customer Service
Unit three: Communication in the customer service role (K/503/0323)
Part 2 – Handling customer service information
This part will help you to evidence Learning Outcome 2: Understand how to handle

customer service information
Learning objective

Place in Assessment

2
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2 Outline how customer information is kept secure and
confidential

Question 2 Page 6

2
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4 Explain why certain information should not be
disclosed to customers and the implications on the
organisation if it is

Question 3 Page 7

1
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[2
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For exmaple:
-In my organisation we hold customers personal details information for give them promotions,
special offers or free meal voucher
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2
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[2
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-Eamil Security: We allways should encrypt or password protect email content, so noboby will
have access to our personal email
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All rights reserved
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In relation to your current organisation (or one that you are familiar with):
a) Give at least two examples of information about the organisation that should
not be disclosed to customers
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3]
-When we have a meeting or we received a email about employees procedures and policies
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-When a customer or someone else ask details or information about other customer or staff
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b) Explain why this information should not be disclosed to customers and the
implications on the organisation if it is
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4]
Like I said in the question number 2
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We cannot pass information to customers about other
customer's or information about company finance or company payments
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1998'
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-We can only share this information if a police officer ask for it
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© Creating Careers Limited, 2015
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7

Customer Service
Unit three: Communication in the customer service role (K/503/0323)
Part 3 – Provide effective customer service as part of a team
This part will help you to evidence Learning Outcome 3: Understand how to work as part of a

team to provide effective customer service
Learning objective

Place in Assessment

3
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2 Identify others involved in the customer service
function

Question 3 Page 9

3
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4 Explain how other team members can assist in offer
excellent customer service

Question 4 Page 10

3
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6 Outline how customer service queries can aid
individual and colleague’s development

Question 6 Page 10

3
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In relation to your current customer service role (or one that you are interested in doing
in the future), what are the limits of this role when delivering customer service (e
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what
are you able to deal with as part of this role and what situations would you be unable to
handle without assistance from others)? [3
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I can give some examples of that limits
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-When a loyal customer came back, sometimes they don't have money and I cannot offer
them a free drink or fries
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My company
policies say that they can use the toilet only if the order food, but after they finish, they are not
allow to use the toilet
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All rights reserved
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If you were faced with a customer query outside of your individual responsibility, what
sources of help would be available to you? Identify them below
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3]
-I will still deal with them and give them a good service
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-Also I will give them my personal opinion about the product and good references about my
company
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3
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[3
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It is really grateful have colleagues with more experience than us, because help us in difficult times
and we can learn from them
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4
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[3
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It is
very grateful working with him because he help me when I have difficulties with a customer and he
teach me how to delivery a good service
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-Counter service and services are dealing with customers all day and they resolve most of the
customers enquiries relating food without asking us
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Also they explain them everything in the menu and allergenic
enquiries as well
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-Chef and Head Chef
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I offer an excellent customer service, because most of the time I am
attending customer on the floor, I am taking orders and I explaining them the menu, and I give
them my personal opinion about the plates
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All rights reserved
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Explain the importance of keeping colleagues and others informed of customer service
operations
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5]
We need for keep inform to our colleagues about everything relating customer service at all the
time, because this can be helpful for delivery a good service all of us
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If we inform your colleagues, they can avoid other
complaint
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IF we advise them on time the can help us for fix the problem
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-Let them know about deadlines production
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Give at least two examples of how customer queries can help you and others to
develop customer service skills
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6]
Example
1
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2
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How it helps you to develop customer service skills
Sometimes customer quieres present new situation for us
and our colleague
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By working more in group, we can learn more about our
team, for example:
-What they like and they do not like
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© Creating Careers Limited, 2015
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Customer Service
Unit three: Communication in the customer service role (K/503/0323)
7
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[3
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For example:
-Our shift is over and we have some important information relating health and Safety
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Now that you have completed part 3 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment
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All rights reserved
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1 Identify the main types of customer that may need to
be dealt with

Question 1 Page 12

4
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3 Outline how to respect cultural diversity in customer
service

Question 3 Page 13

4
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5 Explain how to deal with customers who are:





Question 4 Page 14

Angry
Distressed
Upset
Violent

1
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Include at least three different
examples in your answer
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1]
Example

Customer type

1
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Loyal /returning customers

2
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Customers with a set need

3
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© Creating Careers Limited, 2015
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Browsing/wandering customres

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Customer Service
Unit three: Communication in the customer service role (K/503/0323)
2
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[4
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2-Aids for people with hearing problems can lip-read however they can also use hearing induction
loops and British sign language BSL
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Outline the steps you can take to make sure you respect cultural diversity in customer
service
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3]
Communication is the first step of the cultural diversity in customer service because we have to
considered different aspects of verbal and non-verbal communication for example tone of voice, be
patient with accents and unfamiliar terms, body language etc
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The last step is to put training into practice, has takes place, it is important to implement and
maintain the ideas and concepts discussed in the training
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All rights reserved
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Complete the table below
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[4
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5]
Types of
customer
Angry

Explain how to recognise them

Explain how to deal with them

-they use to pointing at you
-jabbing the desk with their finger
-abusive language
-a raise angry tone
-look on their face if they have angry
mouth or frown
-purposeful walk

-ask them to explain the problem
-listen and stay focused on what the
customer is saying
-respond quietly but clearly
ignore any rudeness on the customers
part

Distressed

-Sad facial expression
-crying
-placing hands over the face
-a lack of communication by one word
responses to questions etc

-Listen to them
-be sympathetic
-show empathy

Upset

-a frantic demeanour
-raising or the voice
-acting in a despondent manner

Listen to them
be sympathetic
show empathy

Violent

-sometimes finger jabbing
-goods being thrown down or invasion
of personal space
-abusive behaviour

-act assertively,not mirroring any
aggression or anger
-separate the customer from others
around them if possible and take them to
a quiet place
-calm the customer down and give them
space

Now that you have completed part 4 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment
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All rights reserved
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1 Detail how products and services can be promoted in
an organisation

Question 1 Page 15

5
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3 Identify methods of evaluation of the customer service Question 3 Page 16
that may be used
5
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5 Explain how evaluation can lead customer service
improvements

Question 5 Page 17

1
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Include at least
two examples in your answer
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1]
All organisation need to promote their products for sales, expand their product to others sectors
and know what their customers needs
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This new method can be very good on this time because everybody use this
method
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This is really good
for small business
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Explain the importance of evaluating customer service
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2]
It is very important evaluate our customers with the product that they are going for buy and the
service that we gave to them:
-Let them making question about the product, so we will know the answer for further customers
question
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© Creating Careers Limited, 2015
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15

Customer Service
Unit three: Communication in the customer service role (K/503/0323)
3
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There are different ways for evaluate our customers experience within our service or product
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For example:
-Feedback system: The method used to obtain this feedback could involve asking customers to
complete a questionnaire, positioning a comments box at reception, emailing a feedback form to
customers after an online transaction, or calling customers to ask for feedback
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-Mystery Shopper: A mystery shopper is a person hired to visit an organisation’s retail stores,
posing as a casual shopper
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Every week we
have a mystery shopper in my organisation and whit their comments we can avoid further
complaints and improve our service
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In relation to your current organisation (or one that you are familiar with), explain/detail
how customer feedback is communicated (disseminated) to colleagues
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4]
Usually we have for methods of feedback in my organisation, feedback system and mystery
shopper
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If the comment is good my organisation give for us a small amount of money for compensation
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© Creating Careers Limited, 2015
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Customer Service
Unit three: Communication in the customer service role (K/503/0323)
5
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[5
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Sometimes it is easy to recognise in their feedback, what it is the improvement should be do
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Once you have completed all 5 parts of this Assessment, go to www
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com and
send your work to your tutor for marking
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Good luck!

© Creating Careers Limited, 2015
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