Assignment workshop: research, planning and referencing

This week’s topics

Assignment workshop: research, planning and referencing

1. Unpacking the assignment brief and criteria
2. Finding and evaluating sources
3. Planning and referencing
4. The project brief

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.
• 3.1 Explain how to exceed customer expectations.
• 3.2 Explain how to negotiate effectively.
• 3.3 Explain different factors which increase customer satisfaction.
• 3.4 Recommend ways in which a business could improve its relationships with customers.
• 4.1 Explain why effective interpersonal skills are important in a customer service context.
• 4.2 Explain how to balance the needs of customers with those of a business.
• 4.3 Describe techniques which are used to resolve customer issues and complaints.
• 4.4 Explain how working with others improves a customer’s experience.

Activity

Start with this week’s video, then: Plan the unit assignment against every criterion; source and reference the evidence.

Study materials

Videos

• The project brief · Oak National Academy, Key Stage 4 (GCSE level) · for registered students

Further resources

• Writing for Success, ch. 8.1–8.3: Prewriting, outlining and drafting · PDF · Saylor Academy, textbook chapter; pp. 281–318 · for registered students
• Harvard Referencing quick guide 2025 (York St John University) · PDF · Other, report · for registered students
• Evaluating Information: Applying the CRAAP Test · PDF · Other, report · for registered students