Customer service knowledge

Topics: Customer service, Employment, Customer Pages: 14 (2895 words) Published: January 30, 2014
Unit 1 Assessment
Assessment

Organisation: Which organisation(s) are you basing your answers to this assessment on? If you are currently working, you may wish to base it on the organisation which employs you.

Arthur Andersen, Advertising agency HBM

Can you provide a brief description of this organisation? (Please note you will not be marked on this; it is simply to provide your tutor with a brief outline.) Arthur Andersen is one of the worlds largest professional audit and financial service company. Advertising agency HBM was a medium size advertising agency.

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 Corporation
Fast food restaurant chain. Sells hamburgers, cheeseburgers, chicken, french fries, breakfast items, soft drinks, milkshakes and desserts. Provides counter and drive-through services, as well as organizes parties and play grounds for children and offers free wi-fi access. Commercial

organisation

Virgin Media Inc.
Multi media service company. Provides fixed and mobile telephone, television and broadband internet services to businesses and consumers. Public
organisation

The National Health Service (NHS)
Publicly funded healthcare system within UK. Provides a comprehensive range of health services including care and support. Public
organisation

The Bank of England
Carries out the government’s monetary policy, provides banking and financial services. Third sector organisation
The Young Men's Christian Association (YMCA)
Aims to put Christian principles into practice by developing a healthy body, mind and spirit. Offers a broad range of programs such as sports, personal fitness, child care, overnight camping, employment readiness and training programs, advice services, immigrant services, conference centers and educational activities. Third sector organisation

BBC Children in need
Charity that raises money to help disabled children and young people in UK.

2. Complete the table below by describing the differences in customer service between 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

Customer service can be the difference between successful commercial organisation or sinking under for a business in the commercial sector. Good customer service can influence several business factors including customer retention, loyalty and market share but the bad customer service will always end up with the loss of company’s profit which is the main aim of any business. The customer service policy depends on the commercial organisation’s owners, not on the governmental policy or

Public
organisation

In a public organisation customer service plays as important role as in commercial and third sector organisation with the difference that it does not bring any direct income to the employees. Satisfaction is the key in this sector and is an indicator of the whole work of the organisation. The main difference is that public organisations must balance targets set by the government. Third sector

organisation
The main difference is that in the third sector organisation money is not the goal as it is to the commercial organisation and it is not ruled by the governmental legislation.

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