1.1 Discuss reasons for using customer service policies 1.2 Discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development 2.1 Evaluate different communication methods and how these are used to best effect 2.2 Analyse how customer perception is influenced by customer service provision 3.1 Assess sources of information on customer requirements and satisfaction levels 3.2 Carry out research on customer requirements and satisfaction levels for a selected business, suggesting potential improvements 4.1 Deliver customer service in a business and service environment 4.2 Review own performance in the delivery of customer service and make recommendations for improvement

• Produce clear specific reasoning and arguments in support of your answers. • Submit your work in a single work processed document of not more than 5000 words for all Learning Outcomes. This word limit is only for guidelines, and is not applied to grading. • You must include a bibliography at the end to show where your information was sourced. • Your sources must be identified using the Harvard referencing system. The words used in your bibliography will not be included in your word count.

• Present your work in one business report style which should include table of contents, reference list, foot or end notes and appendices if any • Include the reference code of this assignment on your assignment submission. • Each page must be numbered at the bottom right hand side. • Ensure your name is in the footer and the production date/version number of your assignment • Spell-check the document and make sure there are no grammatical errors. • Complete all the tasks.

D2 Take responsibility for managing and organising activities activities have been managed in your evidence of an excellent customer care you have ever given guidance (Task C b) ref. AC 4.1)). D3 Demonstrate convergent / lateral / creative thinking ideas have been generated and decisions taken in yourself reflection issues (Task C c) ref. AC 4.2).

M1 Identify and apply strategies to find appropriate solutions. effective judgements have been made in your analysis of customer perceptions and service provisions (Task B b) ref. AC 2.2). M2 Select/design and apply appropriate methods/techniques complex information has been synthesised and processed in your analysis of customer requirements and satisfaction for a selected business (Task C b) ref. AC 4.1). M3 Present and communicate appropriate findings the appropriate structure coherent, logical development of principles/concepts for the intended audience a range of methods of presentation have been used in your analysis of the sources information on the customer (Task B c) ref. AC 3.1) D1 Use critical reflection to evaluate own work and justify valid conclusions conclusions have been arrived at through synthesis of ideas and have been justified in your justification of the need for hygienic design and hygiene training (Task C a) ref. AC 3.2)