Module learning outcomes:
LO1 Demonstrate a critical awareness of a customer service managerial problem, considering its relationship and interaction with other areas of the organisation.
LO2 Investigate and critically analyse a customer services managerial problem from a range of stakeholder perspectives.
LO3 Identify and evaluate suitable solutions to a customer service managerial problem providing recommendations to improve practice.
LO4 Organise complex ideas and arguments in a business report.
Assessment Task and Purpose:
You are acting as a consultant to a tourism organisation of your choice. Identify a customer service managerial problem and write a business report (no more than 3000 words) that addresses the following tasks;
Task 1: Critically discuss the impact the problem might have on other areas of the organisation
Task 2: Critically analyse the impact the problem is having on key stakeholders
Task 3: Provide recommendations on how to solve the customer service managerial problem
The purpose of this assignment is to explore solutions to customer service management problems from a range of perspectives so you build an appreciation of how it can impact other departments in the organisation and external stakeholders. The assignment will also introduce you to a range of solutions that have been found in existing research with suggests they will have a greater chance of success. Armed with this knowledge, you will be better prepared to enter the tourism industry that relies so heavily on robust customer service strategies
