TASK 1: Report entitled ‘The principles of managing the customer experience’ which needs to be presented in the below four sections (2400 words)
- Factors which influence the relationship organisations build with customers (to include TWO (2) factors)
- Key features of a customer focused culture
- The benefits and challenges of managing the customer experience (to include at TWO (2) benefits and TWO (2) challenges of managing customer experience)
- Impact of organisational and legal frameworks on the management of the customer experience (to include ONE organisational and ONE legal framework on the management of customer experience)
TASK 2: The customer journey in the context of ONE organisation (1000 words)
2.1 Analyse the customer journey within the context of an organisation
2.2 Examine the role and responsibilities of (at least TWO) stakeholders supporting the customer journey
TASK 3: An account of managing customer service to include (600 words):
3.1 Evaluate TWO (2) approaches to leading the delivery of the customer experience
3.2 Examine TWO (2) examples of good practice in managing customer complaints
3.3 Analyse the use of technology in managing the customer experience
TASK 4: Proposal for high quality customer service (600 words)
4.1 Evaluate TWO (2) methods used to monitor and measure the customer experience
4.2 Recommend approaches to improve the customer experience in the context of an organisation
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UNIT CMI 522: Managing the Customer Experience
This Mark Sheet is for Unit 522, the word count for this unit is approximately 3500-4000, for the full breakdown please see Assessment.
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TO BE COMPLETED BY THE LEARNER/CENTRE |
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Learner name: |
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CMI membership No: |
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Date: |
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Centre name: |
SERC |
Qualification: |
CMI Level 5 Diploma in Management & Leadership |
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Batch Number: |
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Overall assessment result: |
CMI Markers/Assessor Result: Passed / Referred |
CMI Lead Moderator’s/IQA Result: Passed / Referred |
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LO1 Understand the principles of managing the customer experience LO2 Understand the customer journey in the context of an organisation LO3 Know how to manage the customer experience LO4 Know how to monitor and measure the customer experience |
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Learning Outcome |
AC No |
Assessment criteria |
Assessment result* (*delete as appropriate) |
Assessor feedback |
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1 |
1.1 |
Analyse the factors which influence the relationship organisations build with customers |
Pass/Refer |
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1 |
1.2 |
Assess the key features of a customer focused culture |
Pass/Refer |
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1 |
1.3 |
Examine the benefits and challenges of managing the customer experience |
Pass/Refer |
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1 |
1.4 |
Examine the impact of organisational and legal frameworks on the management of the customer experience |
Pass/Refer |
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2 |
2.1 |
Analyse the customer journey within the context of an organisation |
Pass/Refer |
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2 |
2.2 |
Examine the role and responsibilities of stakeholders supporting the customer journey |
Pass/Refer |
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3 |
3.1 |
Evaluate approaches to leading the delivery of the customer experience |
Pass/Refer |
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3 |
3.2 |
Examine good practice in managing customer complaints |
Pass/Refer |
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3 |
3.3 |
Analyse the use of technology in managing the customer experience |
Pass/Refer |
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4 |
4.1 |
Evaluate methods used to monitor and measure the customer experience |
Pass/Refer |
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4 |
4.2 |
Recommend approaches to improve the customer experience in the context of an organisation |
Pass/Refer |
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Overall Feedback from Marker/Assessor |
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Signed: Date: |
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Feedback from Lead Moderator/IQA |
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Signed: Date: |
If Resubmissions are required, please ensure amendment