Create a table of common complaints

Reference no: EM133749823 , Length: word count:1500

Introduction to Communication and Digital Skills - Business & Tourism Management

Case Scenario: You are the Customer service manager for a tour operator and over the last two years you have seen a decline in your company profits. You have identified that there are issues in relation to communication within your customer service department, which is currently having a negative impact on the company profits. You are having an urgent meeting with your employees to address these issues and provide solutions.

This assignment aims to give an insight into managerial practice within the business and tourism industry.

Assignment tasks:

This assignment will require you to complete an E-portfolio comprising of three sections (A, B and C) using Microsoft Excel, Word and PowerPoint to demonstrate your learning and apply skills gained from the module, to complete the following tasks:

In your role as Customer service manager, create a table of common complaints and a graph to further demonstrate this data, ready to present to the Head of Customer Services. You will need to use the complaints document on Moodle and Microsoft Excel to complete this task - (300 words).

Prepare a PowerPoint presentation for your customer service team to help improve their performance when dealing with customers. You will need to use the relevant communication theories and Microsoft PowerPoint to successfully complete this task (you will not be required to deliver this presentation live) - (500 words).

3a) Devise a standard letter template that your customer service team can use as an initial response when a complaint first comes in - (200 words).

3b) Explain, supported by relevant research, how the letter you have created has applied communication strategies to help resolve problems within your customer service department. You will need to use module taught information on Moodle and Microsoft Word to complete this task - (500 words).

Step-by-step Instructions

Section A
This section of the E-Portfolio requires you in your role as Customer service manager to create a table of common complaints and a graph to further demonstrate this data, ready to present to the Head of Customer Services. You will need to use the complaints information document on Moodle and Microsoft Excel spreadsheets to complete this task:

Step One - Research and write down tourist complaints made.
Step Two - Input this data into an Excel spreadsheet.
Step Three - Create a graph using the tourist complaints data that you have just researched.
Step Four - Copy / paste or Print screen or input the image of your spreadsheet into the EXCEL section of the E-Portfolio Template.
Step Five - Copy / paste or Print screen or input the image of your graph into the EXCEL section of the E-Portfolio Template.
Step Six - Using the summary box in the Excel section of the E-Portfolio, in your own words, write an analysis of your created graph and present your findings - this MUST include two in-text citations.

Section B

This section of the E-Portfolio requires you to prepare a PowerPoint presentation for your customer service team to help improve their performance when dealing with customers. You will need to use the relevant communication theories ensuring that you identify three ways to resolve customer service complaints and Microsoft PowerPoint to successfully complete this task:

Step One - Open PowerPoint and choose a design for your PowerPoint Presentation
Step Two - Write the name of your company on the Title Slide.
Step Three - Click ‘New slide' and create a Contents page that details the
information that you are providing in the PowerPoint Presentation.
Step Four - Click ‘New slide' and label this slide Introduction and then Introduce the customer complaints topic that you will be discussing and the impact that these complaints can have on businesses.
Step Five - Click ‘New slide' and briefly discuss the models of communication.
Step Six - Click ‘New slide' and provide three ways that customer service
complaints can be resolved and the importance for businesses to resolve them.
Step Seven - Click ‘New slide' and label this slide Conclusion and write a conclusion

Section C

This section of the E-Portfolio requires you to devise a standard letter template that your customer service team can use as an initial response when a complaint first comes in and explain, supported by relevant research, how the letter you have created has applied communication strategies to help resolve problems within your customer service department. You will need to use module taught information on Moodle and Microsoft Word to complete this task:

Step One - Open Microsoft Word and click ‘File'

Step Two - Click ‘More Templates' and choose a template for your letter.

Step Three - Using module taught information, create a standard professional letter template that your customer service team can use as an initial response for a complaint.

Underneath the letter that you have created, follow the remaining steps below:

Step Four - Write an Introduction that explains the concept of effective communication and its significance in customer service. Include an in-text citation from the core and recommended reading.

Step Five - Using research, identify three different communication theories from module content and show your understanding of them.

Step Six - Choose one Communication theory and explain how this theory can be applied in the context of resolving customer service complaints. You MUST provide an example from your own experience. This can be a negative experience or a complaint that you had as a customer or as a service provider. Describe how this complaint was resolved. Discuss how the knowledge of communication theories would have helped you to resolve the issue.

Step Seven - Write a Conclusion that emphasis's the role of effective communication in
fostering positive customer experiences and loyalty.

Step Eight - Write a Reference List using the sources provided on the module reading list and additional resources ONLY.

Step Nine - Highlight your written summary in Microsoft Word and copy / paste your work into the box provided in the E-Portfolio Template.

Harvard Referencing Style.

Reference no: EM133749823

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