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 USB drive
Then work through your Assessment, remembering to save your work regularly
When you’ve finished, print out a copy to keep for reference
Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number.
Please note that this Assessment document has 13 pages and is made up of 5 Sections.
Section 1 – Understand the principles of customer service in an organisation
1. In relation to your current organisation (or one that you are familiar with), use the space below to provide information on the organisation’s products / services and its customers.
a) Describe the organisation’s products and / or services.
The mainly products of Starbucks are handcrafted drinks from high quality Arabica coffee. Either cold or hot. By-products are various confectioner and bakery products and sandwiches. Starbucks also sells packed coffee beans from their own production and merchandise.
b) Identify the external and/or internal customers who buy / use these products / services.
External customers are mostly all from outside of company - mostly people working in offices nearby, tourist and patient from hospital, which is on same street.
Internal customers are all partners working in the store, which are ordering coffee when they are having break or visitors from head office.
2. Provide the following information in relation to your current organisation (or one that you are familiar with):
a) Explain how customers are made aware of the organisation’s offer.
All the drinks are listed on menu board hanging on the wall above the bar, also all menu is available on Starbucks web page. All