Unit 01 Assessment: Understanding the Organisation
Question 1. Describe the products and services of a commercial, a public and a third sector organisations in your local area. Commercial: this is often known as a private sector and includes organisations
| Such as retail, hospitality, and leisure. the commercial sector is motivated towards
| making profit and increase profit, attract new customers and build on existing
| Relationships. customer service focuses on sales and after sales service - supporting
| the customer before, during and after their purchase to ensure their needs are met
| Public: this includes organisations such as NHS, police, hospitals, fire service,
| housing departments and other organisations which provide services to the public and
| are not necessarily profit making. customer service will focus on the quality and level of
| Service being provided in the main, dealing with and solving problems
Third Sector: this includes voluntary or non-for profit organisations. these are also
| Known as social enterprices and could be charities, community groups, trusts and
| coopratives but still selling services and goods. customer service focuses on supporting
| Individuals and groups, helping them rather than selling to them.
Question 2. Describe the differences in customer service between these commercial, public and third sector organisations. The difference is that the commercial sector is motivated towards making profit and
| Increase profit, attract new customers and build on existing relationship, however the
| public sector are not necessarily profit making because they provide service to the
| Public also The third sector organization Is a voluntary, non-profit organization known as
| social enterprises. for public sector customer service will focus on the quality and level of
| service being provided in the main, dealing with and solving problems. for commercial
| customer service focusses on sales and after sales service-supporting the customer
| Before, during and after their purchase to ensure their needs are met.
| For third sector customer service focuses on supporting individuals and groups, helping
| them rather than selling to them.
Question 3. Outline the role of the customer service department within the organisation and industry. The role of customer service within a commercial organisation which is based in the
| leisure industry will focus on providing high quality leisure facilities and activities to
| ensure that the customer Is happy and their needs are met. the quality of care and
| Facilities provided may also generate follow-on sales or repeat business.
| The role of customer service within the public sector will differ in that they normally
| respond to customers and then provide a service. (e.g. If you require an ambulance, as a
| customer you will request the service and customer service will respond to your call.
| Organisations will most likely have a 'service offer' whichh is also known as a customer
| Charter. this is a statement about the level of service that will be provided by the
| Organisation in line with the sector and industry standards.
Question 4. Identify the major competitors of your organisation. All organisations have major competitors who are working in the same industry and
| Sector, targeting the same type of customer. major competitors are competition and the
| Role of customer service will be to ensure that your organisation is the best. that way,
| Customers will use your organisation in the first instance and return or even promote
| your business to other potencial customers.
Question 5. Identify the factors which could affect the reputation of your organisation positively and negatively. Positively: meeting the customers' expectations
Following up and checking that the customer Is happy with their product or service
| providing high...
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