Customer Service Unit 1: Understanding the organisation
Added on 2021-06-05
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Customer Service Unit one: Understanding the organisation (H/503/0322)Unit 1 AssessmentAssessmentYou should use this file to complete your Assessment.·The first thing you need to do is save a copy of this document, either onto your computer or a USB drive·Then work through your Assessment, remembering to save your work regularly·When you’ve finished, print out a copy to keep for reference·Then, go towww.vision2learn.comand send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessmentnumber.Please note that this Assessment document has 17 pages and is made up of 5 parts.Name: Irina VatamaniucOrganisation: Which organisation(s) are you basing your answers to this assessment on? If you are currently working, you may wish to base it on the organisation which employs you. I choose the Sainsbury supermarket company because it is one of my favourite grocery stores.Can you provide a brief description of this organisation? (Please note you will not be marked on this; it is simply to provide your tutor with a brief outline.)Sainsbury is one of the biggest and popular chain supermarkets in the UK.They're responsible for providing high-quality grocery to the population in England.Part 1 – The role of customer service in organisations This part will help you to evidence Learning Outcome 1:Understand the factors that affect an organisation and the customer service roleLearning objectivePlace in Assessment1.1 Describe the products and services of commercial, public and third sector organisationsQuestion 1 Page 21.Describe the differences in customer service between commercial, public and third sector organisationsQuestion 2 Page 31.Outline the role played by the customer service occupation within the organisation and industryQuestion 3 Page 31.Identify the major competitors of the organisationQuestion 4 Page 41.Identify factors that can affect the reputation of the organisation Question 5 Page 4© Creating Careers Ltd, 2015. All rights reserved.1
Customer Service Unit one: Understanding the organisation (H/503/0322)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. [1.1]Please ensure you provide a description for each organisation, rather than a list. Organisation typeName of organisationDescription of products and servicesCommercial organisationJohn Lewis & PartnersJohn Lewis is a company that operates throughout Great Britain, Republic of Irelandand Australia. His commercial profile represents a department store of the high-quality categories of goods. Commercial organisationIKEA Ikea is a multinational furniture company that designs and sells ready-to-assemble furniture, including occasionally home service.Founded in Sweden IKEA has been one of the world's largest furniture retailer since 2008.Public organisationNHS NHS is the national health system in England which provides a broad spectre of medical and care services to the entire country's population.PublicorganisationHMRCHMRC is a public company that is conducted by the UK Government.His activity profile assures the collection of the taxes, the payment of some forms of state support, operations including national Third sector organisationCancer Research UK Cancer Research UK is one of the most popular third sector organisation based in the UK. This company focus on cancer medical research and awareness charity. They financially contribute to reducing the number of victims becoming the world's largest cancer research charity.Third sector organisationPDSAThe People's Dispensary for Sick AnimalsThis charity veterinary company works to financial supports sick and injured animals of the poor. Their main objective is to raise money for different care services towards animals in need.2. Complete the table below by describing the differences in customer service between commercial, public and third sector organisations. You should outline customer service roles in each organisation and highlight the differences in how customer service is carriedout across these organisations. [1.2]Organisation typeDescription of customer service and the differences between organisations© Creating Careers Ltd, 2015. All rights reserved.2
Customer Service Unit one: Understanding the organisation (H/503/0322)Commercial organisationThe primary purpose of the commercial organisation is to maximise profitby offering products and services, according to the needs of customers.Their focus is to maintain the company long term, Keeping customers and prolong their happiness with the service they receive: professional reputation and high sale target to new customers. For this commercial purpose, many companies use unique selling point (USP) to raise customer devotion, brand image and market share growth. Understanding more deeply the customer needs and preferences they produce and create goods and services to raise customer satisfaction. These organisations create different services like customer care, after-sale services, home delivery or customised sales offer.Public organisationAs a public organisation, the main objective is to provide high-level service to the general public, focusing on customer fulfilment rather than financial profit. To achieve this purpose is to identify the basic needs of the typical person so that they can invest in providing benefits to the customer. Compare to the commercial organisation; a public organisation focuses on efficient management funds utilisation and moresignificant benefits of the public. For example, In NHS, the managerial staff will analyse the resources utilised in the hospital with some patientstreated.Third sector organisationA third party organisation which is also known as a non-governmental company activates to raise funds and to help the members of the societyin need. Examples of such enterprises are trusts, charities, community groups and cooperatives—people who want to provide products and services for a good cause. Their activity is to arrange funds by selling donated belongings. For example, Cancer Research UK, their purpose is to sell donated goods to raise money so they can fight against this cruel disease. The main objective is to measure the benefits of their activities in terms of promoting a better lifestyle of the people who cannot financially afford. Another important aspect is to contribute to the improvement of society and get more confidence in people who donate.They are maintaining communication between volunteer and donor through telephone, emails, post, blogs to provide quality customer service. 3. In relation to your current organisation (or one that you are familiar with), outline the partthat customer service plays: For every organisation to run smoothly is necessary to focus on the customer. Their main effort is to satisfy customer needs so that they can survive on the market. The supermarket offers customised various products and services. They identify customer necessities to have the opportunity to bring variations in the quality and prices of a product. Bringing continuous improvement in their customer service, they are challenging other players from this industry to get a competitive advantage. Having qualitative customer service helps to increase loyalty and consideration. They will assess their products and services based on customer's feedback and complaints. © Creating Careers Ltd, 2015. All rights reserved.3
Customer Service Unit one: Understanding the organisation (H/503/0322)4. Who are the major competitors to your current organisation (or one that you are familiar with)? [1.4]Tesco and ASDA are the main Sainsbury’s competitors 5.Identify at least two factors that could affect the reputation of your current organisation (or one that you are familiar with). [1.5]1.The unprofessional behaviour of the staff towards customers2.Poor strategy management in terms of the expiry date of perishable productsNow that you have completed part 1 of your Assessment, remember to save the work you have done so far – you will need to send your work to your tutor for marking once you have completed all 5 parts of this Assessment.Part 2 – Rights responsibilities and organisation proceduresThis part will help you to evidence Learning Outcome 2: Understand employee rights, responsibilities and organisational proceduresLearning objectivePlace in Assessment2.1 State employer and employee rights and responsibilities under employment law and the importance of having theseQuestion 1 Page 52.2 Detail the employer and employee rights and responsibilities under the Health and Safety at Work ActQuestion 2 Page 62.3 Describe the organisation’s procedures for health and safety and documentation usedQuestion 3 Page 62.4 Outline how the Disability Discrimination Act relates to employmentQuestion 4 Page 72.5 Identify other key legislation relating to industry and organisationQuestion 5 Page 72.6 Describe the organisational procedures for equality and diversity detailing any monitoring and documentation activityQuestion 6 Page 7© Creating Careers Ltd, 2015. All rights reserved.4
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