Section 1 – Understand the factors that affect an organisation and the customer service role
1. Complete the table below with a description of the products and services for at least two commercial organisations, public organisations and third sector organisations.
Please ensure you provide a description for each organisation, rather than a list.
Organisation type Name of organisation Description of products and services Commercial organisation Cleaning firms Cleaning company offering cleaning services. This company for their service in the cleaning charge a fee Commercial organisation Hotels Hotels are objects in which the service is provided to stay Payable Public organisation Police Activity it applies at the level of national security. Their activities are directly coordinated by the government. Their task is, however, not profit, but to provide the necessary services to the government and citizens Publicorganisation Fire brigades Firefighters are rescuers extensively trained in firefighting, primarily to extinguish hazardous fires that threaten property and civilian or natural populations and to rescue people from dangerous situations, such as collapsed or burning buildings.
Organisation type Name of organisation Description of products and services Third sector organisation Charities A charitable organization is a type of non-profit organization (NPO). It differs from other types of NPOs in that it centers on non-profit and philanthropic goals as well as social well-being (e.g. charitable, educational, religious, or other activities serving the public interest or common good). Third sector organisation Hospices Hospice an institution working in palliative care within the health system. This organisations do not operate in the public or commercial sector and are independent of the government. They are not profit led; any money they make is reinvested back into the product/service they provide.
2. Complete the table below by describing the differences in customer service between commercial, public and third sector organisations. You should outline how customer service is carried out in these types of organisation and highlight the differences in customer service across these organisations.
Organisation type Description of customer service and the differences between organisations Commercial organisation Good customer service can influence several business factors including customer retention, loyalty and market share. Service-based businesses may place more emphasis on customer service than product-based businesses do. More attention is paid to the way in which staff treat customers and how staff and company culture reflect the way in which service is provided. Public organisation Customer service plays a big part in public sector provision. they must invest in the right services that will be of the most benefit to those in their community, at the right price. In fact, a crucial difference between public and commercial sector customer service is the concept of value for money. Many public sector organisations work to customer service charters. Third sector organisation In the third sector, customer service is also very important. The third sector does not exist to make profit; it exists to provide services and support to people. Sector-wide surveys have over the years highlighted a lack of ‘soft’ skills, such as customer service and communication skills.
3. In relation to your current organisation (or one that you are familiar with), outline the role that customer service plays in this organisation and its industry as a whole.
4. Who are the major competitors to your current organisation (or one that you are familiar with)?
5. Identify at least two factors that could affect the reputation of your current organisation (or one that you are familiar with).
All organisations have a reputation. Reputations are formed by the ways in which people experience a product or service, by positive and negative comments, and by what is said about that organisation in the media.
Coustomer service- Good customer service can lead to customer loyalty and retention, thereby helping to increase the bottom line of an organisation and increase brand awareness.
It can also lead to improved staff performance. Staff who pay attention to the brand of an organisation are more likely to be engaged and motivated, and are more likely to present the brand effectively to customers. Staff can greatly influence the reputation of the organisation they work for.
Section 2 – Understand employee rights, responsibilities and organisational procedures
1. Use the table below to give details of employer and employee rights and responsibilities under employment law and the importance of having these (consider the importance to the organisation, employees and customers, where relevant). You should include at least two employer rights / responsibilities and at least two employee rights / responsibilities in your answer.
Rights and responsibilities Why are they important? 1. Employer rights
2. Employer responsibilities
1.Employee rights -work in a place where any potential risks to health and safety are properly controlled; – Free access to protective equipment 2. Employee responsibilities -act in accordance with the policy of health and safety in force in the company; – in the case of using machines to avoid wearing jewelry and loose clothing;
2. Give details of employer and employee rights and responsibilities under the Health and Safety at Work Act. You should include at least two employer
rights / responsibilities and at least two employee rights / responsibilities in your answer.
According to the Act…
Health, safety and welfare
Employers must safeguard, so far as is reasonably practicable, the health, safety and welfare at work of all the people who work for them and “other persons”. This applies in particular to the provision and maintenance of systems of work, and covers all machinery and equipment used at work. “Other persons” can refer to contractors and even customers. First aid and accidents
The Health and Safety (First Aid) Regulations 1981 and the Reporting of Injuries, Diseases and Dangerous Occurrences (RIDDOR) Regulations 1995 apply to all organisations, and it is a legal requirement to report accidents and ill health at work. Employers have the responsibility of ensuring the minimum first-aid provisions are in place, including a first aid box and someone who has been appointed to deal with first aid situations when they arise. They must also report certain accidents and cases of ill health or work-related disease. They must keep records (electronically or in an accident book) of these incidents.
People at work also have a duty under the Act to take reasonable care to avoid harm to themselves or to others by their working practices, and to co-operate with employers and others in meeting statutory requirements.
The Act also requires employees not to interfere with or misuse anything provided to protect their health, safety or welfare in compliance with the Act. At the heart of this legislation is the recognition that everyone has a responsibility for health and safety in the workplace.
3. In relation to your current organisation (or one that you are familiar with), describe the organisation’s procedures for health and safety and any relevant documentation that is used.
If possible, provide relevant health and safety policies / documents from the organisation to support your answer. These documents should be annotated to highlight the relevant sections.
4. Outline how the Disability Discrimination Act relates to employment.
5. In addition to the information provided in the questions above, identify the other key legislation that specifically relates to your chosen organisation and its industry as a whole.
6. Describe the procedures followed by your chosen organisation in relation to equality and diversity. Your answer should include details of any monitoring that takes places and documentation used.
Section 3 – Understand career pathways within customer service
1. Describe at least two different types of career pathways that may be available within a customer service role.
2. Identify a range of sources where a person can find information and advice on the customer service industry, occupations and career progression.
3. In your current organisation (or one that you are familiar with), what methods of learning are available to help with career progression?
4. In your current organisation (or one that you are familiar with), what is the procedure for accessing formal learning programmes? What is the procedure if an application for access to learning is refused?
If possible, provide relevant organisational procedures to support your answer. These documents should be annotated to highlight the relevant sections.
5. Explain how new customer service situations can help with self development and career progression.
Section 4 – Understand how employees are supported within the customer service role
1. Identify a range of sources where a person can find information and advice on employment rights and responsibilities. You should identify at least three sources of information in your answer.
2. Complete the table below with details of the representative bodies related to your chosen organisation / industry. You should also include details of the main roles and responsibilities of these bodies and their relevance to the organisation / industry.
Representative body Roles and responsibilities Relevance
3. For a customer service role in your current organisation (or one that you are familiar with), use the table below to provide details of the support that is available in relation to the following issues: Equality
Health and safety
Issue Sources of support
Health and safety
Section 5 – Know the organisation’s policies and procedures
Please answer all of the questions in this Section in relation to your current organisation (or one that you are familiar with).
1. Use the table below to describe the main principles, policies and procedures of your chosen organisation. You should also include details of documentation used to support these principles, policies and procedures.
Description Supporting documentation
2. How are the organisation’s principles communicated to employees?
3. Outline the policies and codes of practice that are adopted by the organisation. How are employees made aware of these policies and codes of practice?
4. Explain how employees are involved with and consulted on changes to the principles, procedures and policies within the organisation.
5. Use the table below to identify issues of public concern relating to the industry and organisation, and describe how these issues are addressed / dealt with.
Issues of public concern How they are addressed / dealt with
Once you have completed all 5 Sections of this Assessment, go to www.vision2learn.com and send your work to your tutor for marking.