Overview Instructions

1. This assignment must be completed in groups of 3–5 members.

2. Number each question clearly do not rewrite the questions.

3. Ensure:

   • All members’ personal details appear on the answer sheet

   • The agency name is included

4. Read the questions carefully. Provide:

   • Theory where required

   • Practical application to the selected business where indicated

5. Submit the assignment as ONE PDF file (either scanned or converted from Word).

6. Ensure all creative output links are functional before submission.

General Guidelines

• You must work in groups of 3–5 members only.
  (Weighted marks may apply if more than 5 members are included.)

• Base every answer practically on your selected local service organisation.

• Theory must support your application — although theory marks are not awarded.

• Use Harvard referencing style throughout.

• Each question consists of:

  • A written PDF submission

  • A creative output (PowerPoint / Collage / Video / Podcast)

• Use photos and illustrations wherever appropriate.

Before Answering the Questions

Provide a ½–1 page introduction covering:

• Background of the selected local service business

• Description of its service offerings

• Context required to understand your answers for Questions 1–3

• Include images of the business where relevant You must choose a local business (not a hairdresser or lawyer).Submission Requirements

Two submissions are required.
Only the group leader will upload the assignment.

Please indicate the group leader’s name on the front page.

1. eFundi Assignment Upload

• Submit Questions 1–3 as ONE PDF

• Do not upload videos or PowerPoints only insert links to them

2. eFundi Dropbox (Backup Turnitin Submission)

• Required for marking and plagiarism tracking

Customer Participation Strategy

PowerPoint + Written PDF (40 Marks)

Topic

Enhancing customer participation in service delivery for your chosen business in Potchefstroom.

Base your plan on Chapter 10 Managing Customers’ Roles in Service Delivery.

Required Components

1. Customer Participation Strategy (LO1)

   • Identify suitable participation types:

     • Self-service

     • Co-creation

     • Active involvement

   • Explain:

     • Benefits

     • Drawbacks

     • Relevance to your organisation

2. Increasing Customer Participation (LO3)
   a. Define customer roles & participation tasks
   b. Explain how to recruit suitable customers
   c. Customer Education Program

   • Content

   • Delivery methods

   • Engagement strategies
     d. Incentive System

   • Loyalty rewards / discounts

   • Implementation & management

3. Inappropriate Customer Participation (LO4 & LO2)

   • Identify risky behaviours

   • Suggest mitigation strategies for different customer groups

4. Customer Skills Development (LO6)

   • Required skills

   • Skill-building initiatives

   • Ensuring a positive service experience

5. Impact Assessment

   • Service delivery improvements

   • Customer satisfaction outcomes

   • Business performance impact

Format Requirements

Written Submission

• PDF format

• Minimum 4 pages, Maximum 5 pages

Creative Output

• PowerPoint Presentation with voice-over

• Maximum 15 slides

Evaluating & Enhancing Service Environments

Video + PDF Report (40 Marks)

Task

Conduct an in-depth analysis of physical service environments in your selected industry.

Requirements

• Brief industry introduction & justification of selections

• Identify 4 businesses in the same industry:

  • 2 strong service environments

  • 2 needing improvement

  • Include your selected business as one of the four

Creative Output

Your collage must highlight:

• Layout

• Décor

• Ambience

• Customer flow & interaction

Be creative & visually engaging.

Improvement Recommendations (LO3)

For the 2 weaker environments, propose:

• Interior enhancements

• Lighting improvements

• Space optimisation

• Improved customer flow

• Thematic décor updates

Use visual aids to demonstrate your proposals.

Reflective Summary

Discuss:

• The role of physical environment in service delivery

• Customer perception impact

• Brand image implications

Format Requirements

Written Submission

• PDF analysis

• Minimum 4 pages Maximum 5 pages

Creative Output

• Collage / linked visuals / media tools

• Final submission must be in video format

Customer Loyalty & Relationship Strategy

Task

Conduct preliminary research on your chosen organisation’s:

• Customer sentiment

• Relationship marketing practices

• Loyalty strategies

Report Requirements

1. Importance of Customer Relationships & Loyalty
   (Intro — Based on Chapter 14)

2. Trust & Commitment Analysis

   • Identify gaps

   • Highlight improvement opportunities

3. Comprehensive Loyalty Strategy
   Apply concepts including:

   • Trust & commitment (LO2)

   • Customer retention tactics (LO5–7)

   • Relationship marketing tools (LO8)

   • Loyalty program design (LO11)

4. Implementation Plan

   • Step-by-step rollout process

   • Realistic execution roadmap

5. Use References

   • Harvard style

   • Cite all supporting 

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