Level 2 Customer Service Assessment

4739 WordsJul 25, 201319 Pages
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 disk * Then work through your Assessment, remembering to save your work regularly * When you’ve finished, print out a copy to keep for reference Please note that this Assessment document has 12 pages and is made up of 5 Sections. ------------------------------------------------- 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.…show more content…
Staff are trained to understand the company’s culture and all services offered so they fully understand their role. | Public organisation | Satisfaction is a primary factor in this sector, but not as concerned with excellence in customer service as the commercial sector. Rather than selling products to make profit they offer services to the community. The quality of and access to an organisation is usually guided by working to customer service charters. Making sure the services offered are satisfactory and beneficial to the community at the right price must be balanced. | Third sector organisation | Often do not have fully trained staff (as many are volunteers) when it comes to customer service skills so sometimes may be a lack of soft skills when it comes to communication and customer service to service users. More attention is paid to the emphasis on care and support to people. Third sector customer service approach is making sure a good quality service is provided in a helpful, friendly and efficient way | 3. In relation to your current organisation (or one that you are familiar with), outline the role that customer service plays in this organisation and its industry as a whole. Organisation - Tesco Customer service plays a vital role in the running of this organisation. As they have many competitors they try extremely hard to stand out above the rest with their customer service approach. They use the slogan ‘Every little helps’ to

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