customer service

Topics: Customer service, Customer, Employment Pages: 19 (5351 words) Published: September 6, 2014
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 typeName of organisationDescription of products and services Commercial

Microsoft Sells and makes a variety of computers, laptops and mobile phones for indivials and business and school use.They also offers a computer repair service with a free collection and delivery service.Other services they provide include a free email service for individuals and companies through Offers and provides companies and individuals with a free online storage service via one drive and also a internet calling and messaging service. Provides an operating system for many devies such as andriod and pc. Commercial


Audi Provides customers with insurance if their car is lost or stolen.Along with roadside recovery if they break down, they also offer warrenties on all vechiles and car parts.Make and sell over 14 different models of vechiles including Audi A3,A4 etc.Provide cutomers with repairing services, service checks and mots.Have a series of magazines and apps . Provide customers to have a change on a ausi driving experience at a top race course. They also sell a range of merchandise indluing audi bags and watches. Public


NHSIs the provider of emergency and urgent care.Provider of all health care including dental, eye sight and hearing.They also provide doctor services, sexual health,pregancy planning, stop smoking services and also provide free presciption service.Provide upto date training for student nurses and staff.Provides health supplies and aids to elderly homes and other businesses. Public


PoliceProvides protection to the public keeping antisocial behaviour and crimes down.They also provide the public with personal alarms, secruity clips and stickers to the public to help keep them safe. The also provide services for abuse,rape and other advice for the public.They also provides a service for schools including school talks and demonstrations to children about crime and its affects. Provides a property marking service for mobiles and bikes as well as providing firearm licenses and certificates. Third sector organisationRSPCAOffers a range of services to the public including dog and cat rehoming services, animal rehabilitation and rescue abused and neglected animals.Sells merchandise including keyrings and lanyards along with pet food and assesories to customers The also offer oet insurance for customers to help protect their pets. Third sector organisationBritish Heart FoundationProvider of help and advice on heart diseases to the public.Sells a range of second hand and new items online and in charity shops to help raise money for heart diease research. Offers a donation collection service for clothes and furniture.

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 typeDescription of customer service and
the differences between organisations

In this type of organisation sales advisors,call centre workers and managers play a vital role as they are the provider of the services and are at the heart of the organisation and is done to them for its survival.Commercial organisations require a positive reputation to enable for them to survive so they need to keep their customers and make more to make profit to survive.They also require a good market share percentage as...
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