Customer Service Unit 1 Assessment: Customer Service in Organisations

This assignment, completed by a student, examines the fundamentals of customer service within different organizational contexts. The student analyzes customer service roles in commercial, public, and third sector organizations, highlighting key differences and practices. The assessment delves into employee and employer rights and responsibilities under employment law and the Health and Safety at Work Act, emphasizing their importance. The student also describes organizational procedures for health and safety, including documentation, and explores the Disability Discrimination Act's relevance to employment. Furthermore, the assignment identifies key legislation, organizational procedures for equality and diversity, and factors affecting organizational reputation, using Sainsbury's as a case study. The assessment covers a wide range of customer service topics.

Customer Service
Unit one: Understanding the organisation (H/503/0322)
Unit 1 Assessment
Assessment
You 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 to www.vision2learn.com and 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 Assessment
number.
Please note that this Assessment document has 17 pages and is made up of 5 parts.
Name: Irina Vatamaniuc
Organisation: 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 role
Learning objective Place in Assessment
1.1 Describe the products and services of commercial, public
and third sector organisations
Question 1 Page 2
2. Describe the differences in customer service between
commercial, public and third sector organisations
Question 2 Page 3
3. Outline the role played by the customer service occupation
within the organisation and industry
Question 3 Page 3
4. Identify the major competitors of the organisation Question 4 Page 4
5. 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 type Name of organisation Description of products and services
Commercial
organisation
John Lewis & Partners John Lewis is a company that operates
throughout Great Britain, Republic of Ireland
and Australia. His commercial profile
represents a department store of the high-
quality categories of goods.
Commercial
organisation
IKEA 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
organisation
NHS NHS is the national health system in
England which provides a broad spectre of
medical and care services to the entire
country's population.
Public
organisation
HMRC HMRC 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
organisation
Cancer 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
organisation
PDSA The People's Dispensary for Sick Animals
This 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 carried
out across these organisations. [1.2]
Organisation type Description 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
organisation
The primary purpose of the commercial organisation is to maximise profit
by 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
organisation
As 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 more
significant benefits of the public. For example, In NHS, the managerial
staff will analyse the resources utilised in the hospital with some patients
treated.
Third sector
organisation
A third party organisation which is also known as a non-governmental
company activates to raise funds and to help the members of the society
in 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 part
that 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 customers
2. Poor strategy management in terms of the expiry date of perishable products
Now 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 procedures
This part will help you to evidence Learning Outcome 2: Understand employee rights,
responsibilities and organisational procedures
Learning objective Place in Assessment
2.1 State employer and employee rights and responsibilities
under employment law and the importance of having these
Question 1 Page 5
2.2 Detail the employer and employee rights and
responsibilities under the Health and Safety at Work Act
Question 2 Page 6
2.3 Describe the organisation’s procedures for health and
safety and documentation used
Question 3 Page 6
2.4 Outline how the Disability Discrimination Act relates to
employment
Question 4 Page 7
2.5 Identify other key legislation relating to industry and
organisation
Question 5 Page 7
2.6 Describe the organisational procedures for equality and
diversity detailing any monitoring and documentation activity
Question 6 Page 7
© Creating Careers Ltd, 2015. All rights reserved. 4

Customer Service
Unit one: Understanding the organisation (H/503/0322)
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. [2.1]
Rights and responsibilities Why are they important?
1. Employer
Equality workplace
The employer is obliged to introduce the
Workplace safe and healthy law to stop the
discrimination aspects such as race, religion,
sex, nationality etc. This legal aspect is present
in every stage of the employment process to be
sure that all employees equally
2. Employer
Workplace safe and healthy considerations
Every employer must provide the policy of
safety systems and equipment's at the
workplace to avoid all risks. Another aspect is
the safeness and effectiveness of the
resources to prevent misuse.
1. Employee
Equality workplace
The employee should follow and implement the
legal aspects of the Equality Act. Employees
must respect their colleagues to create
together a warm and friendly work
environment, and to report any issues related
to discrimination aspects. Effectively working
help to increase the personal potential of each
team member which contribute to the
organisation performance that is the purpose
behind the Equality Act.
2. Employee
Workplace safe and healthy considerations
During the work process, the employee has to
take care of their health, and they must comply
with the proper instructions and PPE if it is
necessary. Also is his responsibility to follow
the rules and regulations of health and safety to
avoid risks. Is mandatory to ask for training
and more information if there is any confuse on
what to do.In the case of any illness and
injuries that occur at work is very important to
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. [2.2]
Who? Rights / responsibilities under Health and Safety at Work Act
© Creating Careers Ltd, 2015. All rights reserved. 5

Customer Service
Unit one: Understanding the organisation (H/503/0322)
Employer
To assure a safe workplace, the employer must provide the health and
safety policy documents to employees so they can acknowledge this
mandatory information and possible risks in the workplace. Also, as an
employer is necessary to provide training and consultation to responsible
teach the employees. Based on the employer's rights, the employees are
obliged to inform of any risks that might appear at the workplace
Employer
As a responsible employer is a must to assure the employees that the
machines and equipment are in excellent and safe working condition.
Furthermore, there is also a setup plan in case of an emergency.
Employee
The primary responsibility of each employee is to take care of their health
and to comply with all safety aspects. They must understand the health and
safety policies of their organisations and implement them. Also is his
responsibility to take part in consultation sessions to know how to deal with
the risk.
Employee
The employee has the right to receive all necessary equipment protective
clothing free of charge and insurance cover in case of any work accidents
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. [2.3]
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.
In all Sainsbury supermarkets, the primary objective is to provide a health & safety
environment for staff and customers. The main requirement for employees is to follow and
act based on the Health and Safety Law Act 1974.
As an organisation, Sainsbury applies this law, and periodically they have inspections to
check and to identify risks or unsatisfactory working practices. In case if there is any
problem in the store, the responsible person must send the prohibition notices to close the
store legally.
The administration department takes all necessary measures and steps to minimise risk
and create new measures to manage hazards for their working environment.
All staff members are involved periodically in training sessions to avoid any hazards and to
become more professional.
This store comes up with access to clean toilet facilities.
Regarding food safety policy, they provide a high-quality list of measures, (handling,
transportation) beginning from the production section to the sale to avoid any risks of food
poisoning. The main goal of this law is to assure the employees and customers with a
qualitative and safe environment and service avoiding any related health and safety risks.
4. Outline how the Disability Discrimination Act relates to employment. [2.4]
Based on the UK legislation regarding Disability and Discrimination at the workplace, it is
illegal to use discrimination based on age, sex. religion, civil status, civil status, sexual
orientation, pregnancy and maternity, disability against the employees.
© Creating Careers Ltd, 2015. All rights reserved. 6

Customer Service
Unit one: Understanding the organisation (H/503/0322)
Every company that legally activates in England make all necessary measures to
accommodate the worker at the workplace, and they provide full support based on these
aspects.
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. [2.5]
Sainsbury is one of the largest retailer stores in the UK, so they want to protect their
workers by offering the best work environment.
This organisation follow and applies all governmental laws and procedures including Data
Protection, Health and Safety Act 1974, Pay and Pensions, Diversity and Equality Act
2010. They also adopted privacy and electronic communications regulations in 2003 to
protect the database all records via email, telephone.
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 place and
documentation used to support this monitoring. [2.6]
Based on Equality and Diversity Law, The Sainsbury started to develop various
procedures to assure the equal employment opportunity. They have launched
programmes to make sure that their 1000 stores around the UK are free from any
discrimination.
In 2004-05 they introduced a diversity management website helping the employees to
manage faith and belief disability management, being more aware of other people in need.
In the same year 2004-05, Sainsbury started to use "Disability Confident', different way to
learn teamwork being more confident in dealing with a disability.
Inspiration women program aim to encourage women to represent more than 33% on the
operating board but also to reach the top board position.
Black, Asian&Minority Ethnic (BAME) network come up to provide equal race opportunity
to every person that works within the company.
(Source:https://www.ukessays.com/essays/management/the-approach-taken-to-strategic-
hrm-at-sainsburys-management-essay.php)
Other initiatives like disabled child trolley help disabled customers. Sainsbury is also taking
part in the Paralympic Legacy advisory group to create job opportunities for disabled
workers.
Now that you have completed part 2 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 3 – Career pathways within customer service
This part will help you to evidence Learning Outcome 3: Understand career pathways within
customer service
Learning objective Place in Assessment
3.1 Describe the main career pathways available within a
customer service role
Question 1 Page 9
© Creating Careers Ltd, 2015. All rights reserved. 7

Customer Service
Unit one: Understanding the organisation (H/503/0322)
3.2 Identify sources of information and advice available on the
customer service industry, occupations and career progression
Question 2 Page 9
3.3 Identify methods of learning available in the organisation to
assist in career progression
Question 3 Page 10
3.4 Identify the procedure for accessing formal learning
programmes and the procedure for challenging refusal if
available
Question 4 Page 10
3.5 Explain how new customer service situations can aid self-
development and career progression
Question 5 Page 11
1. Describe at least two different types of career pathways that may be available within a
customer service role. In your answer you should make reference to the entry level
position of your chosen pathways and any qualifications or on-the-job learning that would
aid progression. [3.1]
An example of a career pathway in customer service is how to reach the Restaurant
Manager begging from Entry Level: Server, Host, Dishwasher or Prep Cook.
As a beginner, there is an excellent opportunity to learn about the guest experience and
how a real restaurant works appropriately. A key element is the team dynamics and
relations between colleagues. There are some qualities, such as collaboration and
communication.
The next career pathway stop is the Mid-Level Bar or Service Manager, helping to build
strong management skills. The level of responsibility increases, tasks like managing small
teams, and setup up schedules, opening and closing duties.
The next step is Assistant General Manager; at this point, responsibilities become more
challenging, and there are more requirements as usual.
The final Career Level is General Manager, the person who reaches this level is in charge
of everything that's happening in the restaurant from business procedures to the entire
personnel and everything in between.
After this, there is a Regional Manager Position.
To acquire all these skills and experiences the hospitality companies and restaurants are
open to offering online training courses, apprentice or internship programs.
(https://upserve.com/restaurant-insider/whats-restaurant-manager-career-path/, Accessed
on 08.12.2020)
Another example is how to become a personal assistant starting to work as a receptionist.
To get a job in the field is necessary to have two or fewer three to one of GCSE's including
English and Maths or equivalent for a level one course.
Another option to get this position is to start through a hospitality team member
intermediate apprenticeship.
The primary personal qualities of a starting receptionist are the capacities to work with
people, administration, excellent communication skills, customer service abilities.
With working experience and regular training and courses is possible to move into senior
receptionist or personal
assistant.(https://nationalcareers.service.gov.uk/job-profiles/receptionist#CareerPathAndPr
ogression, Accessed on 08.12.2020)
© Creating Careers Ltd, 2015. All rights reserved. 8

Customer Service
Unit one: Understanding the organisation (H/503/0322)
2. Identify a range of sources where a person can find information and advice on the
customer service industry, occupations and career progression. [3.2]
Information relating to: Source(s)
Customer service industry
There are various sources of information,
Specialised websites, Educational Institutions,
Colleges, Universities, or people who work in this
activity domain.
Occupation
Trade Associations, Consultants, Professional
Institutes
Career progression
The company handbook, Administrators,
Supervisors
3. In your current organisation (or one that you are familiar with), what methods of
learning are available to help with career progression? [3.3]
People who choose to work for Sainsbury they have the chance to increase their skills and
to get a qualification, as this company offer NVQ courses. They also offer training sessions
regularly.
All departments receive the necessary training depending on their duties.
All employees are motivated to improve their behavioural and technical skills. Sainsbury is
one of the food retailers that invested more in people to gain adequate training
opportunities. They founded educational institutions such as Sainsbury Food College and
convenience training college, and web-based courses, workshops and apprenticeships.
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? [3.4]
If possible, provide relevant organisational procedures to support your answer. These
documents should be annotated to highlight the relevant sections.
In 2014 Sainsbury launched a nationally recognised qualification scheme for more than
150000 employees. This educational scheme will enable at least 25% of the workforce to
get trained and to reach the next level qualification.
The assessment method is the evaluation of skills and capabilities as a result of formal
education as well as on-job-training.
© Creating Careers Ltd, 2015. All rights reserved. 9

Customer Service
Unit one: Understanding the organisation (H/503/0322)
In situations when an employee can' to get formal education-based, the tutor or
supervisor must give a completed feedback form.
Based on this information, the employee will improve his or her skills in the next session.
5. Explain how new customer service situations can help with self-development and
career progression. [3.5]
Everyone knows that practical skills are better than the theory. With every new customer
service situation, an entry-level employee will develop his skills, becoming more
professional. Working with people face-to-face every day, he or she will get used with
different customer's needs and communication ways. By understanding customer
perception, it is easier to handle any difficult situation at work. Communication is one of the
best tools which can define excellent or poor customer service.
Based on this practice and knowledge, every employee will learn how to negotiate and
solve customer's enquiries.
Now that you have completed part 3 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 4 – Support for customer service employees
This part will help you to evidence Learning Outcome 4: Understand how employees are
supported within the customer service role
Learning objective Place in Assessment
4.1 Identify sources of information and advice on
employment rights and responsibilities
Question 1 Page 12
4.2 Identify types of representative body related to the Question 2 Page 12
© Creating Careers Ltd, 2015. All rights reserved. 10

Customer Service
Unit one: Understanding the organisation (H/503/0322)
industry
4.3 Detail the main roles and responsibilities of each
representative body and their relevance to the industry
Question 2 Page 12
4.4 Outline sources of support for their role within the
organisation to include issues relating to:
· Equality
· Health and safety
· Career progression
Question 3 Page 13
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. [4.1]
Community Legal Advice (CLA) is a governmental-funded institution offering
consultation in legal services issues, including employment law aspects.
Pay & Work Rights Helpline: The government helpline provides information pay
(including the National Minimum Wage) and employment rights. Phone [phone] or
visit their pages on the Gov.UK Website.
Health & Safety Executive represents an official government agency that implements
health and safety law in the workplace. They offer a wide range of information explaining
specific hazards and protection measures for vulnerable categories of people such as
pregnant women or homeworkers.
2. Complete the table below, identifying 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. [4.2] [4.3]
Representative body Roles and responsibilities Relevance
© Creating Careers Ltd, 2015. All rights reserved. 11

Customer Service
Unit one: Understanding the organisation (H/503/0322)
1. Food industry Association
executives
This representative body is a
national professional
association that represents
95% of the grocery retail
industry. Their leading
responsibility role is to assist in
the professional growth of
employees bringing progress
and interchange of new
objective in the food industry
sector.
Sainsbury chose to work
with this association to
facilitate and to provide
new improvement
suggestions in the food
industry sector.
2. British Retail Consortium
A new British representative
organisation in the retail sector,
having a primary role in
improving this industry offering
more information by developing
a database. This national
representative organisation
works towards a better
workplace in the retail sector.
As one of the more giant
retailers in the UK,
Sainsbury collaborates
with BRC to offer better
facilities to their
employees and free
access to information to
the general public.
3. National Grocers
Association
This trade association body
represents the common
interests of the independent
supermarket operators from
across the country and the
wholesalers that service them.
There is also other affiliated
members manufacturers,
supplier services and other
companies that promote NGA’s
objectives.
Their central premise is to offer
access to an independent,
community-focused retailers
series of policies, programs,
and services to succeed and
better serve the consumer
nationwide.
Sainsbury works with
NGA to offer better
outsourcing with their
services also to aid
diversity of their activity
in the marketplace.
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:
a) Equality
b) Health and safety
c) Career progression [4.4]
Issue Sources of support
© Creating Careers Ltd, 2015. All rights reserved. 12