Unit 3 Customer Service

Unit 3 Customer Service


Customer Service Level 2, Unit 2
Section1


Section
1 – Understand the factors that affect an organisation and the customer service
role 
 LO1 Understand customer service policies within business and services context

1.1 discuss reasons for using customer service policies

1.2 discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development

 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| McDonalds| McDonald’s is a food service retailer and aimed at
making profit and its restaurants are owned and operated by local people
worldwide. Its mission is becoming a leader in food sector and best customer
service according to their needs. Their main product is food.| Commercial

Understanding specific need in health and social care

Unit 6 Research project

organisation| Hilton Hotels & Resorts| Hilton Hotels are the leading name
in service industry and most recognized. They are either owned , managed, or
franchised to independent operators by Hilton Worldwide. Their main purpose is
to give their customers individualised service and best hotel quality. | Public
organisation| NHS ( National Health Service)| NHS is publicly funded healthcare
system and politically accountable to the government. The service provides a
comprehensive range of health services, the vast majority of which are free at
the point of use for residents of the United Kingdom| Public

organisation| HM Revenue & Customs| HMRC is the UK’s tax authority,
responsible for making sure that the money is available to fund the UK’s public
services and for helping families and individuals with targeted financial
support.| Third sector organisation| Marie Curie Cancer Care| It is a UK
charity organisation providing support to people with cancer and other terminal
illnesses. Moreover the organisation dedicated to raising awareness and funds
for cancer and terminal illnesses also provides care services or fund specialist
healthcare professionals. Their services are nursing, hospices, research and
campaigning for patients.| Third sector organisation| The Salvation Army| The
Salvation Army is a Christian denomination and international
charitable organisation organised in a quasi-military structure. Their
services are based on working with people who are vulnerable and marginalised
across the world and offer very practical help, unconditional assistance and
support regardless of race, religion, gender or sexual orientation.|
LO2 Understand the purpose of promoting a customer focused culture 


HND Fashion and Textiles

 2.1 evaluate different communication methods and how these are used to best effect

 2.2 analyse how customer perception is influenced by customer service provision 

 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| Customer service is the whole activity of identifying customer
needs in all their complexity, satisfying them fully, and keeping them
satisfied. Also means talking and listening to customers. This helps a business
anticipate their requirements and respond promptly to any problems. Customers
are people who buy products and services. Commercial organisation could be
based on product or service. Good customer service can influence several
business factors such as customer retention, loyalty and market. In this kind
of sector companies have competitors. There is one way to make a business stand
out from its rivals and gain an advantage is to offer high quality customer
service

|
Public
organisation| Public services are opening up to more and more competition.
Customer service plays a big part in public sector. How public sector
organisations treat customers, how they deal with their feedback and complaints
and how they change what they do a result. These factors shape the services
that people want and value. At a time reduced budgets and stretched resources,
the success of customer focused strategies becomes essential to every
organisation. Customer satisfaction and loyalty are often seen as vital for
survival and success. Public sector organisations have also come to realise
that looking after their customers and taking the opportunity to learn from them
enables delivery of services that are both effective and efficient. Public
organisations need to listen to their customers on social media platforms,
through verbal conversations and other communication platforms. They must act
on the findings and ensure that processes are put in place to improve workforce
management and training. Public organisations could learn from examples and
best practices in the private sector.| Third sector

organisation| An important part of customer service within third sector
organisations is communicating information with donors and volunteers in order
to thank them for their efforts and donations. It is important that all
communication is timely, informative and provided in the way the individuals
has requested. With this in mind some charities implement customer service
procedures to ensure they are constantly in contact with donors by providing
them with one to one communication with a charity worker. The majority of
charities offer donors and volunteers options regarding communication and
interaction, for example, telephone, e-mail, post, websites and blogs.
Organisations in the third sector also must ensure that they have a good
balance of communication with both donors and volunteers.|
LO3 Be able to investigate customer requirements and expectations 

3.1 assess sources of information on customer requirements and satisfaction levels

 3.2 carry out research on customer requirements and satisfaction levels for a selected            business, suggesting potential improvements 

 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.

Understanding specific need in health and social care

Unit 6 Research project

McDonalds is the largest chain of fast food Corporation in the world. McDonalds
prides itself on delivering only the highest levels of quality, service and
cleanliness to all of its customers in each and every restaurant. The key to
their continued success is continually monitoring and acting on the feedback
given to them by the customers. They strive to be a progressive market leader
and can only stay ahead of the rest by listening to the most important
ambassadors of their brand and customers.

The most important part of customer service is staff’s communication with
customers at counter and serving areas as well as the quality of food.

One of their priorities is to provide exceptional customer care by exceeding
their expectations, which includes finding ways to add personal touches that go
beyond convenient locations, quick service, clean restaurants, and quality
products.
LO4 Be able to provide customer service within business and services contexts to meet required standards

 4.1 deliver customer service in a business and service environment

 4.2 review own performance in the delivery of customer service and make                                recommendations for improvement

 Who are the major competitors to your current organisation (or one that you
are familiar with)?

As McDonald’s is in food sector its major competitors are Burger King, KFC,
Starbucks, and Subway.

Identify at least two factors that could affect the reputation of your
current organisation (or one that you are familiar with).

Improving customer service will also improve an organisation’s reputation.
Reputations can be positive or negative.

For McDonald’s failing to understand culture could make a negative impact on
customer service there by affecting the company’s reputation in a bad way. For
instance in Beijing, the cultural norms and expectations require a high level
of interaction with the customers, so at least one member of staff is employed
to deal with public relations and over five receptionists are employed to look
after the children and speak to the parents. Another factor that could affect
the reputation of McDonald’s could be being fast and accurate during the food
serving. Taking the orders politely, making eye contact with customer and being
able to answer customer’s needs and questions, being fast and accurate with
their orders could make customers come to the restaurant again so that it

Unit 3 Customer Service


Customer Service Level 2, Unit 2
Section1


Section
1 – Understand the factors that affect an organisation and the customer service
role 
 LO1 Understand customer service policies within business and services context

1.1 discuss reasons for using customer service policies

1.2 discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development

 Complete the table below with a description of the products and services for
at least two commercial organisations, public organisations and third sector
organisations.Understanding specific need in health and social care

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| McDonalds| McDonald’s is a food service retailer and aimed at
making profit and its restaurants are owned and operated by local people
worldwide. Its mission is becoming a leader in food sector and best customer
service according to their needs. Their main product is food.| Commercial

organisation| Hilton Hotels & Resorts| Hilton Hotels are the leading name
in service industry and most recognized. They are either owned , managed, or
franchised to independent operators by Hilton Worldwide. Their main purpose is
to give their customers individualised service and best hotel quality. | Public
organisation| NHS ( National Health Service)| NHS is publicly funded healthcare
system and politically accountable to the government. The service provides a
comprehensive range of health services, the vast majority of which are free at
the point of use for residents of the United Kingdom| Public

organisation| HM Revenue & Customs| HMRC is the UK’s tax authority,
responsible for making sure that the money is available to fund the UK’s public
services and for helping families and individuals with targeted financial
support.| Third sector organisation| Marie Curie Cancer Care| It is a UK
charity organisation providing support to people with cancer and other terminal
illnesses. Moreover the organisation dedicated to raising awareness and funds
for cancer and terminal illnesses also provides care services or fund specialist
healthcare professionals. Their services are nursing, hospices, research and
campaigning for patients.| Third sector organisation| The Salvation Army| The
Salvation Army is a Christian denomination and international
charitable organisation organised in a quasi-military structure. Their
services are based on working with people who are vulnerable and marginalised
across the world and offer very practical help, unconditional assistance and
support regardless of race, religion, gender or sexual orientation.|
LO2 Understand the purpose of promoting a customer focused culture 


HND Fashion and Textiles

 2.1 evaluate different communication methods and how these are used to best effect

 2.2 analyse how customer perception is influenced by customer service provision 

 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| Customer service is the whole activity of identifying customer
needs in all their complexity, satisfying them fully, and keeping them
satisfied. Also means talking and listening to customers. This helps a business
anticipate their requirements and respond promptly to any problems. Customers
are people who buy products and services. Commercial organisation could be
based on product or service. Good customer service can influence several
business factors such as customer retention, loyalty and market. In this kind
of sector companies have competitors. There is one way to make a business stand
out from its rivals and gain an advantage is to offer high quality customer
service

|

Unit 4 – Personal  and professional development in health and social care

Business strategy assignment help
Public
organisation| Public services are opening up to more and more competition.
Customer service plays a big part in public sector. How public sector
organisations treat customers, how they deal with their feedback and complaints
and how they change what they do a result. These factors shape the services
that people want and value. At a time reduced budgets and stretched resources,
the success of customer focused strategies becomes essential to every
organisation. Customer satisfaction and loyalty are often seen as vital for
survival and success. Public sector organisations have also come to realise
that looking after their customers and taking the opportunity to learn from them
enables delivery of services that are both effective and efficient. Public
organisations need to listen to their customers on social media platforms,
through verbal conversations and other communication platforms. They must act
on the findings and ensure that processes are put in place to improve workforce
management and training. Public organisations could learn from examples and
best practices in the private sector.| Third sector

Understanding specific need in health and social care

Unit 6 Research project

organisation| An important part of customer service within third sector
organisations is communicating information with donors and volunteers in order
to thank them for their efforts and donations. It is important that all
communication is timely, informative and provided in the way the individuals
has requested. With this in mind some charities implement customer service
procedures to ensure they are constantly in contact with donors by providing
them with one to one communication with a charity worker. The majority of
charities offer donors and volunteers options regarding communication and
interaction, for example, telephone, e-mail, post, websites and blogs.
Organisations in the third sector also must ensure that they have a good
balance of communication with both donors and volunteers.|
LO3 Be able to investigate customer requirements and expectations 

3.1 assess sources of information on customer requirements and satisfaction levels

 3.2 carry out research on customer requirements and satisfaction levels for a selected            business, suggesting potential improvements 

 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.

McDonalds is the largest chain of fast food Corporation in the world. McDonalds
prides itself on delivering only the highest levels of quality, service and
cleanliness to all of its customers in each and every restaurant. The key to
their continued success is continually monitoring and acting on the feedback
given to them by the customers. They strive to be a progressive market leader
and can only stay ahead of the rest by listening to the most important
ambassadors of their brand and customers.

The most important part of customer service is staff’s communication with
customers at counter and serving areas as well as the quality of food.

One of their priorities is to provide exceptional customer care by exceeding
their expectations, which includes finding ways to add personal touches that go
beyond convenient locations, quick service, clean restaurants, and quality
products.
LO4 Be able to provide customer service within business and services contexts to meet required standards

 4.1 deliver customer service in a business and service environment

 4.2 review own performance in the delivery of customer service and make                                recommendations for improvement

 Who are the major competitors to your current organisation (or one that you
are familiar with)?

As McDonald’s is in food sector its major competitors are Burger King, KFC,
Starbucks, and Subway.

Identify at least two factors that could affect the reputation of your
current organisation (or one that you are familiar with).

Improving customer service will also improve an organisation’s reputation.
Reputations can be positive or negative.

Unit 4 – Personal  and professional development in health and social care

For McDonald’s failing to understand culture could make a negative impact on
customer service there by affecting the company’s reputation in a bad way. For
instance in Beijing, the cultural norms and expectations require a high level
of interaction with the customers, so at least one member of staff is employed
to deal with public relations and over five receptionists are employed to look
after the children and speak to the parents. Another factor that could affect
the reputation of McDonald’s could be being fast and accurate during the food
serving. Taking the orders politely, making eye contact with customer and being
able to answer customer’s needs and questions, being fast and accurate with
their orders could make customers come to the restaurant again so that it

Unit 3 Customer Service


Customer Service Level 2, Unit 2
Section1


Section
1 – Understand the factors that affect an organisation and the customer service
role 
 LO1 Understand customer service policies within business and services context

1.1 discuss reasons for using customer service policies

1.2 discuss the purpose of evaluating a customer service policy, indicating how this can assist future staff training and development

 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| McDonalds| McDonald’s is a food service retailer and aimed at
making profit and its restaurants are owned and operated by local people
worldwide. Its mission is becoming a leader in food sector and best customer
service according to their needs. Their main product is food.| Commercial

organisation| Hilton Hotels & Resorts| Hilton Hotels are the leading name
in service industry and most recognized. They are either owned , managed, or
franchised to independent operators by Hilton Worldwide. Their main purpose is
to give their customers individualised service and best hotel quality. | Public
organisation| NHS ( National Health Service)| NHS is publicly funded healthcare
system and politically accountable to the government. The service provides a
comprehensive range of health services, the vast majority of which are free at
the point of use for residents of the United Kingdom| Public

organisation| HM Revenue & Customs| HMRC is the UK’s tax authority,
responsible for making sure that the money is available to fund the UK’s public
services and for helping families and individuals with targeted financial
support.| Third sector organisation| Marie Curie Cancer Care| It is a UK
charity organisation providing support to people with cancer and other terminal
illnesses. Moreover the organisation dedicated to raising awareness and funds
for cancer and terminal illnesses also provides care services or fund specialist
healthcare professionals. Their services are nursing, hospices, research and
campaigning for patients.| Third sector organisation| The Salvation Army| The
Salvation Army is a Christian denomination and international
charitable organisation organised in a quasi-military structure. Their
services are based on working with people who are vulnerable and marginalised
across the world and offer very practical help, unconditional assistance and
support regardless of race, religion, gender or sexual orientation.|
LO2 Understand the purpose of promoting a customer focused culture 


HND Fashion and Textiles

 2.1 evaluate different communication methods and how these are used to best effect

 2.2 analyse how customer perception is influenced by customer service provision 

 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| Customer service is the whole activity of identifying customer
needs in all their complexity, satisfying them fully, and keeping them
satisfied. Also means talking and listening to customers. This helps a business
anticipate their requirements and respond promptly to any problems. Customers
are people who buy products and services. Commercial organisation could be
based on product or service. Good customer service can influence several
business factors such as customer retention, loyalty and market. In this kind
of sector companies have competitors. There is one way to make a business stand
out from its rivals and gain an advantage is to offer high quality customer
service

|

Understanding specific need in health and social care
Public
organisation| Public services are opening up to more and more competition.
Customer service plays a big part in public sector. How public sector
organisations treat customers, how they deal with their feedback and complaints
and how they change what they do a result. These factors shape the services
that people want and value. At a time reduced budgets and stretched resources,
the success of customer focused strategies becomes essential to every
organisation. Customer satisfaction and loyalty are often seen as vital for
survival and success. Public sector organisations have also come to realise
that looking after their customers and taking the opportunity to learn from them
enables delivery of services that are both effective and efficient. Public
organisations need to listen to their customers on social media platforms,
through verbal conversations and other communication platforms. They must act
on the findings and ensure that processes are put in place to improve workforce
management and training. Public organisations could learn from examples and
best practices in the private sector.| Third sector

organisation| An important part of customer service within third sector
organisations is communicating information with donors and volunteers in order
to thank them for their efforts and donations. It is important that all
communication is timely, informative and provided in the way the individuals
has requested. With this in mind some charities implement customer service
procedures to ensure they are constantly in contact with donors by providing
them with one to one communication with a charity worker. The majority of
charities offer donors and volunteers options regarding communication and
interaction, for example, telephone, e-mail, post, websites and blogs.
Organisations in the third sector also must ensure that they have a good
balance of communication with both donors and volunteers.|

Understanding specific need in health and social care
LO3 Be able to investigate customer requirements and expectations 

3.1 assess sources of information on customer requirements and satisfaction levels

 3.2 carry out research on customer requirements and satisfaction levels for a selected            business, suggesting potential improvements 

 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.

McDonalds is the largest chain of fast food Corporation in the world. McDonalds
prides itself on delivering only the highest levels of quality, service and
cleanliness to all of its customers in each and every restaurant. The key to
their continued success is continually monitoring and acting on the feedback
given to them by the customers. They strive to be a progressive market leader
and can only stay ahead of the rest by listening to the most important
ambassadors of their brand and customers.HND Assignment Help

The most important part of customer service is staff’s communication with
customers at counter and serving areas as well as the quality of food.

One of their priorities is to provide exceptional customer care by exceeding
their expectations, which includes finding ways to add personal touches that go
beyond convenient locations, quick service, clean restaurants, and quality
products.
LO4 Be able to provide customer service within business and services contexts to meet required standards

 4.1 deliver customer service in a business and service environment

 4.2 review own performance in the delivery of customer service and make                                recommendations for improvement

 Who are the major competitors to your current organisation (or one that you
are familiar with)?

As McDonald’s is in food sector its major competitors are Burger King, KFC,
Starbucks, and Subway.

Safeguarding in health and social care

Identify at least two factors that could affect the reputation of your
current organisation (or one that you are familiar with).

Improving customer service will also improve an organisation’s reputation.
Reputations can be positive or negative.

For McDonald’s failing to understand culture could make a negative impact on
customer service there by affecting the company’s reputation in a bad way. For
instance in Beijing, the cultural norms and expectations require a high level
of interaction with the customers, so at least one member of staff is employed
to deal with public relations and over five receptionists are employed to look
after the children and speak to the parents. Another factor that could affect
the reputation of McDonald’s could be being fast and accurate during the food
serving. Taking the orders politely, making eye contact with customer and being
able to answer customer’s needs and questions, being fast and accurate with
their orders could make customers come to the restaurant again so that it

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