Assignment 3: Skills Demonstration- Dealing with complaints and challenging situations 50%

The demonstration element of the assessment will be carried out during the apprentice work placement and the learner will analyse and reflect on the demonstration of these skills and outline their findings in a slide show/PowerPoint presentation that they will present, record and submit to Moodle.

Marking scheme:

Comment on Guidelines: Skills Demo & Recorded Presentation.

• The Skills the importance of customer service to your business
• Outline what you consider are the key complaints and challenges that occur in property services, and what you consider to be the main causes behind these situations
• About theory, consider effective strategies/steps for handling complaints and challenging situations in business. Refer to any relevant examples.
• Recount and reflect on your handling of the specific complaint and challenging situation as observed by your mentor (as per the Mentor Skills Demonstration Assessment sheet).
• Presentation skills/delivery
• Slides (attention to detail, writing skills, design)
• Mentor Skills Demonstration Assessment Sheet completed and handed in. Demonstration of skills observed and signed off by mentor.