INDIVIDUAL ASSINGMENT (20%)

Case Study on problem solving methods related to issues on customer service during
Global Pandemic of COVID-19. With the corona virus pandemic forcing large numbers
of staff to work from home, customer service must ensure that their teams remain
engaged, healthy, effective and productive in their new working environment, despite
having to manage them remotely. So what skills are required, and what best practices
need to be followed? This individual assessment intends to initiate the student's
understanding and customer service skills. Students will have to present their work in a
power point presentation (include the references) and to be uploaded in google
classroom platform.

GROUP ASSINGMENT (30%)

Communication is not just part of customer service; it is the most important part

of customer service. That is because good customer service requires listening to
a customer's needs and then telling her how you plan to meet those needs — in other
words, communicating with your customer.

Students will have to demonstrate the effective communication skills on management

strategies embracing interactive customer service in foodservice organization through a role play.
In a team, you will divide yourself as customer service representative and as a difficult customer.
Create two difficult scenarios in dealing with difficult customers and how you embrace your
excellent communication skills in solving the problem. Students need to submit discussion
log as an evident of teamwork. Discussion log could be from whatsapp group or google
meet forum. Limitation of 4 members each group.

Students are required to work together via online platform and to present their work in a
short video with durations of not more than 10 minutes.

Marks will be given based on:

1. A short video on the scenario created and how to solve the problem (10%)
2. Discussion log evident among group members (10%)
3. Peers evaluation (5%)
4. Lecturer's evaluation (5%)

Miss Mohaini bte Mohamed@Naba

Phone number: 0193104263
missannemohamed@gmail.com