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.
Name: Nicola McQueen
Organisation: Which organisation(s) are you basing your answers to this assessment on? If you are currently working, you may wish to base it on the organisation which employs you.
Can you provide a brief description of this organisation? (Please note you will not be marked on this; it is simply to provide your tutor with a brief outline.)
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.
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.
3. In relation to your current organisation (or one that you are familiar with), outline the part 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