Customer Services

Unit 1 judgement Assessment You should wont this file to complete your Assessment. The first thing you need to do is only a written matter of this document, either onto your computer or a USB drive Then work through your Assessment, remembering to save your work regularly When youve finished, print out a copy to keep for reference Then, go to www. vision2learn. com and commove your completed Assessment to your tutor via your My Study atomic number 18a make sure it is clearly marked with your name, the category title and the Unit and Assessment number. occupy note that this Assessment document has 13 pages and is made up of 5 regions. chance on Organisation Which formation(s) be you basing your answers to this assessment on? If you ar incumbently working, you may wish to infrastructure it on the validation which employs you. Can you lead a brief description of this institution? (Please note you leave behind not be marked on this it is simply to provide your tuto r with a brief outline. ) percentage 1 Understand the factors that affect an organisation and the customer advantage role 1.Complete the dodge below with a description of the products and services for at least two commercial organisations, overt 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 Their products ar Italian fashion relate, such as clothes, tog organisation Monaco Couture and accessories.Friendly customer services and value for money Retail products. Commercial Wilton Patisserie Wilton is a Greek bakeshop that has a huge cake selection for every organisation occasion.They make fresh pastries, bread, cookies and other related savouries and sweets baked goods, you can also comment sandwiches and hot or cold drinks.They are focused in providing value for money product and fr iendly customer services. Public Police Activity it applies at the level of national security. Their organisation activities are directly coordinated by the government.Their task is, however, not profit, but to provide the necessary services to the government and citizen Public Fire brigades Fire-fighters are drive homers extensively trained in kick up fighting, organisation 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. 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 centres on non-profit and philanthropic goals as well as social well-being (e. g. haritable, educational, religious, or other activities serving the public interest or common good). Third sector organisation Hospices Hospice an i nstitution working in palliative care indoors the health system. 2. Complete the table below by describing the differences in customer service surrounded by 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. Organisation type Description of customer service and the differences between organisations Commercial organisation Public organisation Third sector organisation 3. In relation to your current organisation (or one that you are acquainted(predicate) with), outline the part 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 y ou are familiar with). Section 2 Understand employee rights, responsibilities and organisational influences 1. Use the table below to give details of employer and employee rights and responsibilities at a lower postal service employment law and the importance of having these (consider the importance to the organisation, employees and customers, where applicable). 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 2.Employer 1. Employee 2.Employee 2. Give details of employer and employee rights and responsibilities under the Health and rubber eraser at Work Act. You should include at least two employer rights / responsibilities and at least two employee rights / responsibilities in your answer. Who? Rights / responsibilities under Health and Safety at Work Act Employer Employe r Employee Employee 3. In relation to your current organisation (or one that you are familiar with), describe the organisations procedures for health and safety and any applicable documentation that is used. If possible, provide relevant health and safety policies / documents from the organisation to allow 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 underlying 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 place and documentation used to support this monitoring. Section 3 Understand career pathways at heart customer service 1. Describe at least two differ ent 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. Information relating to Source(s) Customer service industry billet flight 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 supporte d 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, 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. 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 a) equating b) Health and safety c) Career progression Issue Sources of support Equality Health and safety Career progression Section 5 Know the organisations 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 Principles Policies Procedures 2. How are the organisations principles communicated to employees? Explain this below. 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 ident ify 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.