customer service

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Unit 1 Assessment
Assessment

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:Lenka Danihelova

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. Starbucks

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.)

Chain coffee shop with selection of pastry, cakes and sandwiches

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 type
Name of organisation
Description of products and services
Commercial
organisation

Zara
Fashion chain
focusing on sell of fashion, such as clothing, footwear and accessories. It focuses on friendly customer service and a good price. Commercial
organisation

Starbucks
Coffee chain
focusing on sell hot and cold drinks, especially coffee and additional products such as pastries, cookies, cakes and sandwiches. They are focused in providing high quality product and friendly customer services. Public

organisation

Notting Hill Housing Associations

Metropolitan Police Service
one of the largest in London. They give a home to people in need, to help residents become to be homeowners and invest money, they build new houses.

is the largest police force in the UK, based in London. Police is falls first for responsibility for maintaining public order, the prevention and detection criminal activities in the country and especially in London. It also protects the life, liberty and property of people. They have responsibility for law enforcement, keeping the general public and the London streets safe from crime. They also have the national liability such as coordination and guidance to the fight against terrorism and the protection of British royal family.

Third sector organisation

Barnardo’s
fostering and adoption agency- charity
. -provide a broad range of fostering and adoption services, including placements for children with extra needs - supporting young carers
- protect children from sexual exploitation, poverty and domestic violence - helping children seeking asylum
Third sector organisation
Prince's Trust

Charity - Inspiring young lives
With the aid of supporters donating money to help keep the organization running , Prince ‘s trust help young people get into a job, education or training Main task
- Fundraising, Co-ordinating volunteer
. help young people start up in business.
. offering work experience, qualifications, practical skills, community projects

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 type
Description of customer service and
the differences between organisations
Commercial
organisation

Commercial...
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