Customer Services

Unit 1 sagaciousness Assessment You should affair this file to complete your Assessment. The first thing you need to do is preserve a copy of this document, either onto your computer or a USB motility Then work through your Assessment, remembering to save your work on a regular basis When youve finished, print divulge a copy to keep for reference Then, go to www. vision2learn. com and send your completed Assessment to your educate via your My Study atomic number 18a put forward sure it is clearly marked with your name, the course title and the Unit and Assessment number.Please n peerless that this Assessment document has 13 pages and is made up of 5 characters. Name Organisation Which disposal(s) ar you basing your answers to this assessment on? If you ar before long working, you may wish to base it on the presidency which employs you. Can you offer up a brief description of this giving medication? (Please note you will not be marked on this it is simply to han d over your tutor with a brief outline. ) character 1 Understand the factors that put on an face and the client service role 1. apprehend the control panel below with a description of the products and go for at least two commercial organisations, humanity organisations and third orbit organisations. Please ensure you provide a description for each organisation, instead than a list. Organisation oddball Name of organisation Description of products and function mer rattile Their products are Italian fashion related, such as clothes, enclothe organisation Monaco Couture and accessories.Friendly customer services and value for m geniusy Retail products. Commercial Wilton Patisserie Wilton is a Greek bakery that has a huge cake selection for every organisation occasion.They make fresh pastries, bread, cookies and otherwise related savouries and sweets adust goods, you can similarly find sandwiches and hot or cold drinks.They are focused in providi ng value for money product and friendly 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, scarce to provide the necessary services to the government and citizen Public Fire brigades Fire-fighters are extraditers extensively trained in fire fighting, organisation primarily to bring off hazardous fires that threaten property and civilian or natural populations and to rescue people from dangerous situations, such as collapsed or burning buildings. deuce-ace 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 strong as social well-being (e. g. haritable, educational, religious, or other activities serving the public interest or common good). Thi rd sector organisation Hospices Hospice an base working in palliative care within the health system. 2. nab the table below by describing the differences in customer service amongst 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 analogy to your current organisation (or one that you are old(prenominal) with), outline the part that customer service plays in this organisation and its manufacturing 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 o rganisation (or one that you are familiar with). Section 2 Understand employee rights, responsibilities and organisational affairs 1. Use the table below to give expound of employer and employee rights and responsibilities under meshing law and the importance of having these (consider the importance to the organisation, employees and customers, where relevant). You should accommodate 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 preventative 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 Employ er Employee Employee 3. In relation to your current organisation (or one that you are familiar with), describe the organisations procedures for health and preventive and any relevant documentation that is used. If possible, provide relevant health and arctic policies / documents from the organisation to support your answer. These documents should be annotated to highlight the relevant sections. 4. Outline how the constipation 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 view and documentation used to support this monitoring. Section 3 Understand life history pathways within customer service 1. Describe at least two dif ferent types of move pathways that may be available within a customer service role. 2. Identify a celestial orbit of sources where a soul can find information and advice on the customer service industry, occupations and career proficiency. Information relating to Source(s) Customer service industry Occupation Career progression 3. In your current organisation (or one that you are familiar with), what methods of reading 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 employe es are back up 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) comparison b) Health and safety c) Career progression Issue Sources of support comparison Health and safety Career progression Section 5 get along 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 funding documentation Principles Policies Procedures 2. How are the organisations principles communicated to employees? Explain this below. 3. Outline the policies and codes of course session that are adopted by the organisation. How are employees made aware of these policies and codes of recital? 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 return completed all 5 Sections of this Assessment, go to www. vision2learn. com and send your work to your tutor for marking.