INTRODUCTION TO CUSTOMER SERVICE BMK10203

ASSIGNMENT 1
INSTRUCTION:
1. Report MUST contain minimum pages of 4.
2. Each student is required to submit a written report that consists of Table of content,
Introduction, Content, Conclusion and References.
3. Mode: Individual
4. Submission in the form of written report (Hard Copy)
5. Date of Submission: 26th April 2016 (Tuesday) during class.
6. The format of the written assignment shall be in accordance with the following
description:
Font

Arial

Size

11

Spacing

1.5

Text

Justified

7. The cover page shall be in ORANGE color and the template is as per attached
(Appendix 1)
** If you have any difficulties in submitting the assignment according to the date given,
please come and discuss with me.

PROGRAM OUTCOME(S):
PO1: Practise knowledge in customer service fields for the purpose of further studies or work
(Knowledge)

COURSE OUTCOME(S):
CO1

Describe orally the 5 principles of customer service which are problem solving,
planning,communication, motivation and leadership.

INTRODUCTION TO CUSTOMER SERVICE BMK10203

QUESTION:
As many organizations move toward a more quality-oriented, customer-focused environment,
procedures and systems to better identify customer needs and meet their expectations will be
crucial. Through a concerted effort to perfect service delivery, organizations will be able to
survive and compete in a global economy.
Based on the above statement, each student is required to answer all questions as following:

What is service? Describe five (5) basic needs of a customer and give example for each
element.

Differentiate between internal customers and external customers.

Describe the impact of a companys culture on its success in a customer-focused

business environment.

How can brainstorming provide the opportunity for creative problem solving.

The assignment should include the followings:

a)

Table of content

b)

Introduction

c)

Content

d)

Conclusion

e)

References

ASSESSMENT:
Report will be evaluated based on rubric.

INTRODUCTION TO CUSTOMER SERVICE BMK10203

APPENDIX 1

INTRODUCTION TO CUSTOMER SERVICE

BMK10203
ASSIGNMENT 1
Prepared by
YOUR NAME(ID NO)
Prepared for
MADAM SALASIAH BINTI BAHRIN

Deadline
26 April 2016
th

INTRODUCTION TO CUSTOMER SERVICE BMK10203

Individual Assignment Rubric
Name: _________________________________

ID: ________________________

Date: _____________________

SKILLS

CRITERIA
4
3
2
Content
- Assignment
Assignment
- Assignment is not content is
content is almost
complete.
complete
complete
Includes
includes
includes
description only.
description,
description,
planning on
planning on
customer
customer
service,
service,
importance of
importance of
customer
customer service
service and
but without
conclusion
conclusion.
Quality of
- Supporting
- Some details
- Details are
information
details are
dont support
somewhat
specific to topic
the report
sketchy.
and provide the
topic.
necessary
information.
Elaboration of - Elaboration of
- Elaboration of
- Elaboration of
point
points are
points are
points are good
clearly justified,
clearly justified
but not clearly
support by
but do not
justified
other study
support by
from journal,
any study
thesis/ textbook
whether from
from journal,
thesis/
textbook
Style: Details
Large amounts
Some use of
Little use of
and Examples
of specific
specific
specific examples
examples and
examples and
and details;
detailed
detailed
mostly
descriptions.
descriptions.
generalized
May have
examples and
extended
little description.
examples that go
on for too long.
Organization:
Well-planned and
Good overall
There is a sense
Overall
well-thought out.
organization,
of organization,
Includes title,
includes the
although some of
introduction,
main
the organizational
statement of
organizational
tools are used
main idea, and
tools.
weakly or missing
conclusion.
Report
- Typed, clean,
- Legible writing, - Legible writing,
neatness
neatly bound in
well-formed
some ill-formed
a report cover
characters,
letters, print too
clean and
small or too
neatly bound
large.

SCORE
1
Assignment
content is not
complete.

Unable to find
specific
details.

Elaboration of
points are
weak and
simple.

No use of
examples

No sense of
organization

Illegible writing,
loose pages

INTRODUCTION TO CUSTOMER SERVICE BMK10203

Timeliness

in a report
cover
- Assignment
- Assignment
- Assignment
- Assignment
submitted
submitted
submitted after
submitted
during or before
before or
the following
more than a
submission day
during the
class but less
week after
following class
than one week
submission
after submission
date
date
Total