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Level 3 Diploma in Business Management

Midterm evaluation

BM304 · Customer Service — Midterm

CourseBM304
Week8 of 16
SemesterII
TutorOnline in the course chat

This week’s topics

Midterm evaluation

  1. Midterm assessment of the criteria taught so far
  2. Individual feedback and targets

What you will be able to do

  • 1.1 State the legislation and regulations which influence customer service.
  • 1.2 Explain the difference between product and service quality
  • 1.3 Outline examples of good customer service.
  • 1.4 Outline examples of poor customer service.
  • 1.5 Explain why effective customer service is important to a business.
  • 2.1 State the types of customers of a business.
  • 2.2 Explain what influences the behaviour of a business’ customers.
  • 2.3 State ways in which to measure levels of customer service.
  • 2.4 Assess the levels of customer service offered by a business.

Activity

Midterm assessment task and individual feedback.

Study materials

The teaching notes, exercises and videos of this week are in the student portal. Your portal is set up as soon as you receive final acceptance, so you can open them before the semester starts.
Week 7Week 9
Course chat

Admitted students ask questions on this week’s page in the student portal: an AI assistant trained on the course answers first, and during the course’s timetabled classes Connect to your tutor brings your tutor into the chat, who may start a call if needed.

Open this week in the portal
Course plan
  • Week 1: Customer service fundamentals and regulation
  • Week 2: Product and service quality standards
  • Week 3: Customer types and behavioural influences
  • Week 4: Monitoring and assessing service quality
  • Week 5: Exceeding expectations and driving satisfaction
  • Week 6: Relationship building and retention strategies
  • Week 7: Negotiation skills and commercial balance
  • Midterm: Midterm evaluation
  • Week 9: Interpersonal communication in customer service
  • Week 10: Handling complaints and service recovery
  • Week 11: Teamwork and collaborative service delivery
  • Week 12: Applying Customer Service in practice: case studies
  • Week 13: Assignment workshop: research, planning and referencing
  • Week 14: Assignment workshop: drafting, feedback and improvement
  • Week 15: Review and coursework completion
  • Final: Final assessment and submission
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