Section 1 – Understand the factors that affect an administration and the client service function
1. Complete the tabular array below with a description of the merchandises and services for at least two commercial administrations. public administrations and 3rd sector administrations.
Please guarantee you supply a description for each administration. instead than a list.
Organisation type Name of administration Description of merchandises and services Commercial administration Cleaning houses Cleaning company offering cleansing services. This company for their service in the cleansing charge a fee Commercial administration Hotels Hotels are objects in which the service is provided to remain Collectible Public administration Police Activity it applies at the degree of national security. Their activities are straight coordinated by the authorities. Their undertaking is. nevertheless. non net income. but to supply the necessary services to the authorities and citizens Publicorganisation Fire brigades Firefighters are saviors extensively trained in firefighting. chiefly to snuff out risky fires that threaten belongings and civilian or natural populations and to deliver people from unsafe state of affairss. such as collapsed or burning edifices.
1. Continued.
Organisation type Name of administration Description of merchandises and services Third sector administration Charities A charitable organisation is a type of non-profit organisation ( NPO ) . It differs from other types of NPOs in that it centers on non-profit and beneficent ends every bit good as societal wellbeing ( e. g. charitable. educational. spiritual. or other activities functioning the public involvement or common good ) . Third sector administration Hospices Hospice an establishment working in alleviative attention within the wellness system. This administrations do non run in the populace or commercial sector and are independent of the authorities. They are non net income led ; any money they make is reinvested back into the product/service they provide.
2. Complete the tabular array below by depicting the differences in client service between commercial. public and 3rd sector administrations. You should sketch how client service is carried out in these types of administration and highlight the differences in client service across these administrations.
Organisation type Description of client service and the differences between administrations Commercial administration Good client service can act upon several concern factors including client keeping. trueness and market portion. Service-based concerns may put more accent on client service than product-based concerns do. More attending is paid to the manner in which staff dainty clients and how staff and company civilization reflect the manner in which service is provided. Public administration Customer service plays a large portion in public sector proviso. they must put in the right services that will be of the most benefit to those in their community. at the right monetary value. In fact. a important difference between public and commercial sector client service is the construct of value for money. Many public sector administrations work to client service charters. Third sector administration In the 3rd sector. client service is besides really of import. The 3rd sector does non be to do net income ; it exists to supply services and support to people. Sector-wide studies have over the old ages highlighted a deficiency of ‘soft’ accomplishments. such as client service and communicating accomplishments.
3. In relation to your current administration ( or one that you are familiar with ) . sketch the function that client service plays in this administration and its industry as a whole.
4. Who are the major rivals to your current administration ( or one that you are familiar with ) ?
5. Identify at least two factors that could impact the repute of your current administration ( or one that you are familiar with ) .
All administrations have a repute. Reputes are formed by the ways in which people experience a merchandise or service. by positive and negative remarks. and by what is said about that administration in the media.
Coustomer service- Good client service can take to client trueness and keeping. thereby assisting to increase the bottom line of an administration and increase trade name consciousness.
It can besides take to improved staff public presentation. Staff who pay attending to the trade name of an administration are more likely to be engaged and motivated. and are more likely to show the trade name efficaciously to clients. Staff can greatly act upon the repute of the administration they work for.
Section 2 – Understand employee rights. duties and organizational processs
1. Use the tabular array below to give inside informations of employer and employee rights and duties under employment jurisprudence and the importance of holding these ( see the importance to the administration. employees and clients. where relevant ) . You should include at least two employer rights / duties and at least two employee rights / duties in your reply.
Rights and duties Why are they of import? 1. Employer rights
2. Employer duties
1. Employee rights -work in a topographic point where any possible hazards to wellness and safety are decently controlled ; – Free entree to protective equipment 2. Employee duties -act in conformity with the policy of wellness and safety in force in the company ; – in the instance of utilizing machines to avoid have oning jewellery and loose vesture ;
2. Give inside informations of employer and employee rights and duties under the Health and Safety at Work Act. You should include at least two employer
rights / duties and at least two employee rights / duties in your reply.
Harmonizing to the Act…
Health. safety and public assistance
Employers must safeguard. so far as is moderately operable. the wellness. safety and public assistance at work of all the people who work for them and “other persons” . This applies in peculiar to the proviso and care of systems of work. and covers all machinery and equipment used at work. “Other persons” can mention to contractors and even clients. First assistance and accidents
The Health and Safety ( First Aid ) Regulations 1981 and the Reporting of Injuries. Diseases and Dangerous Occurrences ( RIDDOR ) Regulations 1995 apply to all administrations. and it is a legal demand to describe accidents and sick wellness at work. Employers have the duty of guaranting the minimal first-aid commissariats are in topographic point. including a first assistance box and person who has been appointed to cover with first assistance state of affairss when they arise. They must besides describe certain accidents and instances of sick wellness or work-related disease. They must maintain records ( electronically or in an accident book ) of these incidents.
Take attention
Peoples at work besides have a responsibility under the Act to take sensible attention to avoid injury to themselves or to others by their working patterns. and to co-operate with employers and others in run intoing statutory demands.
Avoid abuse
The Act besides requires employees non to interfere with or misapply anything provided to protect their wellness. safety or public assistance in conformity with the Act. At the bosom of this statute law is the acknowledgment that everyone has a duty for wellness and safety in the workplace.
3. In relation to your current administration ( or one that you are familiar with ) . depict the organisation’s processs for wellness and safety and any relevant certification that is used.
If possible. supply relevant wellness and safety policies / paperss from the administration to back up your reply. These paperss should be annotated to foreground the relevant subdivisions.
4. Sketch how the Disability Discrimination Act relates to employment.
5. In add-on to the information provided in the inquiries above. place the other cardinal statute law that specifically relates to your chosen administration and its industry as a whole.
6. Describe the processs followed by your chosen administration in relation to equality and diverseness. Your reply should include inside informations of any monitoring that takes topographic points and certification used.
Section 3 – Understand calling tracts within client service
1. Describe at least two different types of calling tracts that may be available within a client service function.
2. Identify a scope of beginnings where a individual can happen information and advice on the client service industry. businesss and calling patterned advance.
3. In your current administration ( or one that you are familiar with ) . what methods of larning are available to assist with calling patterned advance?
4. In your current administration ( or one that you are familiar with ) . what is the process for accessing formal larning programmes? What is the process if an application for entree to acquisition is refused?
If possible. supply relevant organizational processs to back up your reply. These paperss should be annotated to foreground the relevant subdivisions.
5. Explain how new client service state of affairss can assist with ego development and calling patterned advance.
Section 4 – Understand how employees are supported within the client service function
1. Identify a scope of beginnings where a individual can happen information and advice on employment rights and duties. You should place at least three beginnings of information in your reply.
2. Complete the tabular array below with inside informations of the representative organic structures related to your chosen administration / industry. You should besides include inside informations of the chief functions and duties of these organic structures and their relevancy to the administration / industry.
Representative organic structure Roles and duties Relevance
3. For a client service function in your current administration ( or one that you are familiar with ) . utilize the tabular array below to supply inside informations of the support that is available in relation to the undermentioned issues: Equality
Health and safety
Career patterned advance
Issue Beginnings of support
Equality
Health and safety
Career patterned advance
Section 5 – Know the organisation’s policies and processs
Please answer all of the inquiries in this Section in relation to your current administration ( or one that you are familiar with ) .
1. Use the tabular array below to depict the chief rules. policies and processs of your chosen administration. You should besides include inside informations of certification used to back up these rules. policies and processs.
Description Supporting certification
Principles
Policies
Procedures
2. How are the organisation’s rules communicated to employees?
3. Sketch the policies and codifications of pattern that are adopted by the administration. How are employees made cognizant of these policies and codifications of pattern?
4. Explain how employees are involved with and consulted on alterations to the rules. processs and policies within the administration.
5. Use the tabular array below to place issues of public concern associating to the industry and administration. and depict how these issues are addressed / dealt with.
Issues of public concern How they are addressed / dealt with
Once you have completed all 5 Sections of this Assessment. travel to www. vision2learn. com and direct your work to your coach for taging.
