Unit 1

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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.|

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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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