Public Sector and Customer Service

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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 | Cleaning firms | Cleaning company offering cleaning services. This company for their service in the cleaning charge a fee | Commercial organisation | Hotels | Hotels are objects in which the service is provided to stay Payable | Public organisation | Police | Activity it applies at the level of national security. Their activities are directly coordinated by the government. Their task is, however, not profit, but to provide the necessary services to the government and citizens | Publicorganisation | Fire brigades | Firefighters are rescuers extensively trained in firefighting, primarily to extinguish hazardous fires that threaten property and civilian or natural populations and to rescue people from dangerous situations, such as collapsed or burning buildings. |

1. Continued.

Organisation type | Name of organisation | Description of products and services | Third sector organisation | Charities | A charitable organization is a type of non-profit organization (NPO). It differs from other types of NPOs in that it centers on non-profit and philanthropic goals as well as social well-being (e.g. charitable, educational, religious, or other activities serving the public interest or common good). | Third sector organisation | Hospices | Hospice an institution working in palliative care within the health system. This organisations do not operate in the public or commercial sector and are independent of the government. They are not profit led; any money they make is reinvested back into the product/service they provide. |

2. Complete the table below by describing the differences in customer service between commercial, public and third sector organisations. You should outline how customer service is carried out in these types of organisation and highlight the differences in customer service across these organisations.

Organisation type | Description of customer service and the differences between organisations | Commercial organisation | Good customer service can influence several business factors including customer retention, loyalty and market share. Service-based businesses may place more emphasis on customer service than product-based businesses do. More attention is paid to the way in which staff treat customers and how staff and company culture reflect the way in which service is provided. | Public organisation | Customer service plays a big part in public sector provision. they must invest in the right services that will be of the most benefit to those in their community, at the right price. In fact, a crucial difference between public and commercial sector customer service is the concept of value for money. Many public sector organisations work to customer service charters. | Third sector organisation | In the third sector, customer service is also very important. The third sector does not exist to make profit; it exists to provide services and support to people. Sector-wide surveys have over the years highlighted a lack of 'soft' skills, such as customer service and communication skills. |

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.

4. Who are the major competitors to your current organisation (or one that you are familiar with)?

5. Identify at...
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