Customer Communication case study
This module follows the principles of the University’s Assessment Compact, developed in conjunction with the Student Union, to ensure good practice and transparency in assessment and feedback processes. The Assessment Compact can be found in your Programme Handbook or on the Brookes website:
https://www.brookes.ac.uk/ocsld/consultancy/consultancy-areas/
Learning outcomes assessed
| 4. Demonstrate effective interpersonal skills in the management of internal and external customer interactions |
| 5. Deploy effective verbal, active listening and body language skills to communicate with customers |
| 6. Demonstrate the ability to find satisfactory customer and organisational solutions in customer complaint scenarios. |
Assignment task
This assessment counts for 50% of the overall module mark and is individually assessed
This assignment is an opportunity for you to apply the theories you have been learning about, and enables you to demonstrate your knowledge and understanding of how to deal with a challenging customer service situation.
Each student will be given the opportunity to choose a customer service scenario which is set in a challenging customer service situation and to plan how to achieve the most effective outcome. You will assume the role of the manager.
Prepare a 1500 word report to demonstrate how you will achieve the best outcome for your organisation and the customer. Consider the following elements:
- What is the outcome you want to achieve from the interaction?
- What approach are you going to take?
- How do you think your role play partner is going to behave in this scenario?
- What theories are going to guide your behaviour and why?
- What will guide you in responding to a role play partner that doesn’t behave as you expect?
- What psychological techniques will you draw on to control the conversation? Pay particular attention to verbal, non-verbal and active listening techniques.
· Contextualised Marking Criteria Grid Assignment 2 (50% of module mark)
- This sheet will be completed by your tutor and returned within three weeks of the submission date. All marks and grades are subject to the agreement of the Joint Exam Committee, which take place at the end of June.
- OBU Student Number Tutor
| Learning Outcomes | 70%+ | 60-69%
| 50-59% (High Pass) | 40-49% | Re-sit | |||||||
| 4 Demonstrate effective interpersonal skills in the management of internal and external customer interactions | Can plan complex interactions consistently with confidence. Able to choose an appropriate response from a repertoire of actions. Can critically evaluate planned performance in the written report. | When given a complex task can choose and perform an appropriate set of actions to complete it adequately. Can evaluate own planned performance in the written report. | Able to plan and perform basic skills with awareness of the necessary techniques and their potential use and hazards. Self-evaluation of planned performance evident in the written report. | Able to plan and perform basic skills with guidance on the necessary technique. Limited evidence of self- evaluation of planned performance in the written report. | Limited skills demonstrated and needs guidance on self- evaluation. | |||||||
| 5 Deploy effective verbal, active listening and body language skills to communicate with customers | Has an extensive knowledge and understanding of how to communicate effectively with the customer with thorough planning on how to demonstrate appropriate and comprehensive range of verbal, listening and body language skills. | Has a good knowledge and understanding of how to communicate effectively with the customer with good planning on how to demonstrate appropriate and a wide range of verbal, listening and body language skills. | Has a sound knowledge and understanding of how to communicate effectively with the customer with some planning on how to demonstrate appropriate and range of verbal, listening and body language skills. | Has some knowledge and understanding of how to communicate effectively with the customer and planning on how to demonstrate appropriate and comprehensive range of verbal, listening and body language skills is evident but limited. | Little or no knowledge and understanding of how to communicate effectively with the customer with some or no planning on how to demonstrate appropriate and comprehensive range of verbal, listening and body language skills. | |||||||
| 6 Demonstrate the ability to find satisfactory customer and organisational solutions in customer complaint scenarios. | Understood clients’ problems/needs and developed solution or recommendations which meet their needs effectively. | Understood clients’ needs and has developed solution or recommendations which meet their needs reasonably. | Has developed solution or recommendations which for the most part meet the clients’ needs. | Has developed solution or recommendations with limited reflection on how appropriate they are to the clients’ needs. | Limited or no attempt to develop solution or recommendations with no reflection on how appropriate it is to the clients’ needs. | |||||||
| 10% of overall assignment mark | ||||||||||||
| The plan and self-evaluation are well-written, logically structured, with correct grammar and spelling; diagrams and tables are well presented and labelled, and referencing is done appropriately using Harvard referencing, correctly formatted. See Programme Learning Outcomes. | Professional: makes excellent use of the full range of reporting techniques appropriate to the circumstances. Clearly and creatively demonstrates the learning achieved. Uses Harvard referencing and reference list complete.
| Professional: well-paced and well-structured reporting making sound use of a range of appropriate reporting techniques. Clearly and creatively demonstrates the learning achieved. Uses Harvard referencing and reference list complete.
| Well-structured reporting making good use of a range of appropriate reporting techniques. Demonstrates the learning achieved. Some creativity shown. Uses Harvard referencing and reference list mostly complete. | Reporting making use of a range of appropriate reporting techniques. Structure open to some improvement Demonstrates some of the learning achieved. Minimal creativity shown. Attempts to use Harvard referencing. Some errors in reference list. | Poorly structured reporting making limited use of the range of appropriate reporting techniques. Structure open to considerable improvement Demonstrates little or no learning or creativity. No use or attempts to use Harvard Referencing however extensive errors are evident | |||||||
| Specific aspects of your assignment that the marker found effective:
| Specific aspects of your assignment to work on that could improve your future grades:
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| Use of English is good with few if any errors | Use of English is sound | There are weaknesses in your use of English | Please see your marking tutor about your use of English | |||||||||
| Marker’s name
| Marker’s signature | Date | Grade: | Mark: /100 | ||||||||
| Second marker’s name
| Second marker’s signature | Date | Grade | Mark /100 | ||||||||
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| Final Agreed Grade | Final Agreed Mark | ||||||||||