Scenario: You are the Customer service manager for the company in your chosen case study and over the last two years you have seen a decline in your company profits. You have identified that there are issues in relation to communication within your customer service department, which are currently having a negative impact on the company profits. You are having an urgent meeting with your employees to address these issues to enable you to provide a report to the Head of Customer Services with your recommendations and strategies to overcome and improve on this for the future. This assignment aims to give an insight into managerial practice within the business and tourism industry.
This assignment will require you to complete an E-portfolio comprising of three sections (A, B and C) using Microsoft Excel, PowerPoint and Word to demonstrate your learning and apply skills gained from the module, to complete the following tasks: A. In your role as Customer service manager, create a spreadsheet of the common complaints from your chosen case study and create a graph to further demonstrate this data. You must include an analysis of this data, ready to present to the Head of Customer Services. You MUST use the information provided in your chosen case study accessed on Moodle and Microsoft Excel spreadsheets to complete this task - (300 words). B. In your role as Customer service manager, prepare a PowerPoint presentation for your customer service team - this is to be delivered as a training session to address the four remaining complaints received and provide solutions. You will need to use the information provided in your chosen case study and Microsoft PowerPoint to successfully complete this task (you will not be required to deliver this presentation live however, you will be showcasing your PowerPoint skills (animations, transitions etc. to the class) – (500 words). C. In your role as Customer service manager, write a business report about the highest complaint received in your chosen case study, supported by relevant research, to the Head of Customer Services with recommendations and strategies to overcome and improve on this complaint for the future. You will need to use module taught information on Moodle, information provided in your chosen case study and Microsoft Word to complete this task - (700 words). PLEASE NOTE: For your final assignment submission, you MUST ensure that you insert or copy/paste the information required for the sections of this assignment directly into the E-Portfolio template
