Assessment 21997/01 Common Business Unit Establish Legal and Risk Management Requirements for Small Business (Bsbsmb401A) Customer Service Questions

1. Identify four main points that would be included in a contract of employment. If possible, use an example contract to support your answer (feel free to obscure any confidential information).

All operations within an organisation must be viable through legislation. Legislation often constrains just how much information an organisation can have and the manner in which it can be used. Legislation exists to protect both employee and employer from unfair conduct. Legislation is a law which has been produced by the government. Legislation exists to authorise access to particular files, to sanction individuals who do not abide by guidelines set, to restrict how much information can be given, etc. For example, employees must have a formally written contract of employment prior to commencing work with a company. It protects employees against unfair dismissal and states that a redundancy pay must be paid if the

However it is not just external customers you should give a positive impression to; all people will respond better to positivity and so it is also important to give a positive impression to internal customers who will usually be colleges from outside your work team but within the same business. Giving a positive impression to them will in turn make themselves want to give a positive impression internal and external customers, it will also help to build better internal relations which will benefit the business by allowing better communication which will then allow the business to operative smoothly and effectively.

10. Dan hires Eve to perform at Dan 's Club, but Eve later breaches the agreement to accept a higher-paying job at First Star Arena. Dan files a suit gainst Eve. The court will most likley: award damages to Dan.

1. Explain why change happens in a business environment. You should include at least three reasons in your answer.

Asking for feedback, good or bad and then act on that feedback to ensure things are enhanced for the customer.

Internal customers are staff members of NBC. This can range from the Chief Exec, Leader of the Council and Councillors, to neighbourhood wardens, customer facing staff and admin assistants.

Section 1 – Understand the factors that affect an organisation and the customer service role

3. For your current organisation (or one that you are familiar with), describe the policies and procedures that relate to customer service. Why is it important to follow these policies and procedures?

8) Describe why their organisation must limit the customer service it gives to balance customer satisfaction with organisational goals.

The customers verify in two types, internal and external. Here we will consider the internal customers for its direct effects on the company and its ongoing processes as employees, managers and technicians.

* Customers – Customers is external stakeholders for all organization or firm. Without any customers a company cannot be process. Customers have power to choose their necessary service and products. Seller and marketing cannot force customer to purchase product and service. Example, insurance customers have many choices when they need to purchase insurance. That mean consumers can buy insurance in different company like Tesco Bank, Lloyd Bank, HSBC and other company.

Sharing their customers with developing their products build a strong and long relationship between them, and that’s an long term adaptive to the future market where the customers are more involved and they value their services over the prices.

There are two types of customers, Internal as well as external customers. Internal customers are employer, employees, etc. and external customers are who buy products. For effectiveness and efficiency depends on the satisfaction of customers. If internal customers are not satisfied than how can they satisfy external customers? Manager should take care, treat well and help for rights of employees to fulfil the satisfaction of employees. So if internal staff is satisfied than they can be able to work properly and can help to fulfil the requirement of

They would act as intermediaries between Powershirts and the final customer, but may cut into some of the profit that Powershirts hopes to make. The B-to-C customers would include the clients mentioned above: businesses, schools, hospitals, sports teams, and non-profit organizations. These customers could be reached by catalog or by the web site that Powershirts would develop. Individuals searching out this type of product or simply surfing the web would also be potential clients.