ASSIGNMENT MKT341

ASSIGNMENT 2 (15%)
REFLECTION PAPER
CUSTOMER SERVICE IN BUSINESS (MKT341)

Students need to identify one actual business operation and do an observation to complete this report.
Permission must be granted by the owner if necessary for this observation. Official Letter will be given
upon requirement.
 Cover pages: Title, Group members’ names, Submission For: (Lecturer Name) Submission date.
 Group Assignment: 4-5 students.
 Not more than 10 pages.
 Fonts Arial (1.5 space).
 All report compulsory to run through Plagiarisms checker and the similarity result should not be
more than 30%.

The report content of the report must be based on the guidelines below:

Step 1: Create a Main Theme

Your introduction should specify what you’re reflecting upon. Why you choose to observe the business.
What attract you? Make sure that your report informs your reader about your general position, or
opinion, toward the business selected.
 Background of the Business
 Information can be collected through an interview, phone call, web search etc.
 State what you are analyzing. What type/steps of customer service process? What are the issues
on customers usually related to the business observed?
 Briefly summarize the work.
 Write a statement stating how your subject has affected you.

Step 2: Body Paragraphs

 The body paragraphs should examine your ideas and experiences in context to your topic.
Make sure each new body paragraph starts with a topic sentence.
 Your reflection may include quotes and passages related to your observation or each step of
the customers activities process, or actions involved.
 Example: “I saw many people participating in the weight experiment done by the sale person.
The atmosphere felt nervous yet inspiring. I was amazed by the excitement of the event.”

Brainstorm Ideas and Experiences You’ve Had Related to Your Topic

 You can write down specific quotes, predispositions you have, things that influenced you, or
anything memorable. Be personal and explain, in simple words, how you felt.

Analyze How and Why These Ideas and Experiences Have Affected Your Interpretation of Your
Theme
Pick an idea or experience you had from the last step and analyze it further. Then, write your reasoning
for agreeing or disagreeing with it. (Pro and Cons). Pictures and description of actions in the
observations will add advantage.

For example, Idea: I was raised to think that carbohydrates make people gain weight.
 ASSIGNMENT MKT341

Analysis: Most people think that if they eat any carbohydrates, such as bread, cereal, and sugar, they
will gain weight. I believe in this misconception to such a great extent that I avoided carbohydrates
entirely. As a result, my blood glucose levels were very low. I needed to do a lot of research to
overcome my beliefs finally. Afterward, I adopted the philosophy of “everything in moderation” as a key
to a healthy lifestyle. Make Connections Between Your Observations, Experiences, and Opinions

Step 3: Conclusion
As with any conclusion, you should summarize what you’ve learned from the experience.
Next, tell the reader how your newfound knowledge has affected your understanding of the subject in
general. Finally, describe the feeling and overall lesson you had from the reading or experience.
There are a few good ways to conclude a reflection paper:

 Tie all the ideas from your body paragraphs together, and generalize the major insights you’ve
experienced.
 Restate your thesis and summarize the content of your paper.

Writing Tips
Before you start your piece, read some examples of other papers; they will likely help you better
understand what they are and how to approach yours. When picking your subject, try to write about
something unusual and memorable.
it is more likely to capture your readers' attention. Never write the whole essay at once. Space out
the time slots when you work on your reflection paper to at least a day apart. This will allow your
brain to generate new thoughts and reflections.

 Short and Sweet – Most reflection papers are between 250 and 750 words. Don't go off on
tangents. Only include relevant information.
 Clear and Concise – Make your paper as clear and concise as possible. Use a strong thesis
statement so your essay can follow it with the same strength.
 Maintain the Right Tone – Use a professional and academic tone—even though the writing is
personal.
 Cite Your Sources – Try to cite authoritative sources and experts to back up your personal
opinions.
 Proofreading – Not only should you proofread for spelling and grammatical errors, but you should
proofread to focus on your organization as well. Answer the question presented in the introduction.

Reflection Paper: Video Guide

https://youtu.be/IRmEkry7alY
https://youtu.be/1Cs1cnZN-nU

Example of Reflection Paper

https://ivypanda.com/essays/customer-experience-reflection/
https://www.123helpme.com/essay/Ctailer-Perception-And-Observation-For- Customer-Service-
700081

The assignment report should be submitted by 6th December 2023 (Wednesday) – Week 9.
 ASSIGNMENT MKT341

ASSIGNMENT 3 (15%)
PRESENTATION

1. Students should prepare a presentation of 10 minutes for the report above.

2. Power point, Canva, Prezi or other types of tools can used to present the report.
3. Questions and answer of 5 minutes.
4. Students must wear formal attire and other supporting materials are encouraged to be
used such as logo or corporate colour to reflect the organisation selected in their study.
5. The presentation will be conducted in Week 12

Attached are presentation guidelines for students in class:

Students will work in groups to prepare and divide the parts of the presentation based on the
report prepared.

The presentation will be assess individually based on the following guidelines:

1. Introduction -15%
2. Content - 30%
3. Defense Ability - 15%
4. Fluency and Clarity - 10%
5. Effective Audio Visual - 10%
6. Non-Verbal Communication -10%
7. Time Management -10%
 ASSIGNMENT MKT341

General Presentation Guidelines

Presentation can be defined as a formal event characterized by teamwork and use of audio-visual
aids. The main purpose of the presentation is to give information, to persuade the audience to act and to
create goodwill. A good presentation should have a good subject matter, should match with the objective,
should best fit the audience, and should be well organized.

Characteristics of a Good/Effective Presentation

1. The presentation ideas should be well adapted to your audience. Relate your presentation
message/idea to the interests of the audience. A detailed audience analysis must be made
before the presentation, i.e., an analysis of the needs, age, educational background, language,
and culture of the target audience. Their body language instantly gives the speaker the required
feedback.
2. A good presentation should be concise and should be focused on the topic. It should not move
off-track.
3. A good presentation should have the potential to convey the required information.
4. The fear should be transformed into positive energy during the presentation. Be calm and relaxed
while giving a presentation. Before beginning, wait and develop eye contact with the audience.
Focus on conveying your message well and use positive body language.
5. To communicate the desired information, the speaker should use more visual aids such as
transparencies, diagrams, pictures, charts, etc. Each transparency/slide should contain
limited and essential information only. No slide should be kept on for a longer time. Try
facing the audience, rather than the screen. The speaker should not block the view. Turn on the
room lights else the audience might fall asleep and lose interest. Organize all the visuals for
making a logical and sound presentation.
6. A good presentation must be planned. The speaker must plan how to begin the presentation,
what to speak in the middle of presentation and how to end the presentation without losing
audience interest at any point of time.
7. Rehearse and practice the presentation. This will help the speaker to be more confident and self-
assured. The more the speaker rehearses the better the presentation turns to be.
8. The speaker should encourage more questions from the audience. He should be honest enough
to answer those questions. If any biased question is put forth by the audience, rearticulate it
before answering.
9. Summarize the presentation at the end. Give final comments. Leave a positive impact upon the
audience.
10. The speaker must have a presentable appearance while giving a presentation. The speaker
should stand with feet far apart maintaining a good balance. He must use confident gestures. He
must use short and simple words.
11. Try to gain and maintain audience interest by using positive quotes, humour, or remarkable facts.
12. The speaker must be affirmative and optimistic before giving a presentation. He should ensure all
tools and equipment to be used in the presentation are working well.
13. The speaker must state the objectives of the presentation at the beginning of the presentation.

(Be cautious on time, make sure every group member has equal opportunities to present)