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: Aimee Whitfield
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.
Connells is an estate agency that provides a range of services to private and corporate sellers including buy to let purchases, investment opportunities, probate sales, repossessions etc., they also provide mortgage services, lettings and property management, in house home conveyancing and free legals. Also they provide the home finders service and premier buyers list to assist people in finding their dream home and also help sellers find homes as well as sell their homes.
b) Identify the external and/or internal customers who buy / use these products / services.
The GEM: generating extra market appraisal department – pass leads to the lettings an d Sales team
Other branches - rely on other branches to put leads their way if there is a housing need for a potential client that is not covered by their area.
Lettings Team – look to their own and other branches to pass them information from potential tenants and landlords
Mortgage services – rely on referrals from the sales team
Admin Team – provide support