Customer Service Level 2, Unit 2 Section1

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

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.

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 | McDonalds | McDonald’s is a food service retailer and aimed at making profit and its restaurants are owned and operated by local people worldwide. Its mission is becoming a leader in food sector and best customer service according to their needs. Their main product is food. |
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Public sector organisations have also come to realise that looking after their customers and taking the opportunity to learn from them enables delivery of services that are both effective and efficient. Public organisations need to listen to their customers on social media platforms, through verbal conversations and other communication platforms. They must act on the findings and ensure that processes are put in place to improve workforce management and training. Public organisations could learn from examples and best practices in the private sector. | Third sector organisation | An important part of customer service within third sector organisations is communicating information with donors and volunteers in order to thank them for their efforts and donations. It is important that all communication is timely, informative and provided in the way the individuals has requested. With this in mind some charities implement customer service procedures to ensure they are constantly in contact with donors by providing them with one to one communication with a charity worker. The majority of charities offer donors and volunteers options regarding communication and interaction, for example, telephone, e-mail, post, websites and blogs. Organisations in the third sector also must ensure that they have a good balance of communication with both donors and volunteers. |

3. In relation to your current organisation (or one that you are familiar

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