Unit 1 Assessment Assessment

Nicola Frederick
The principles of customer service Level2
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 17 pages and is made up of 5 parts.
Name: Nicola Frederick
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.)
Part 1 – The role of customer service in organisations
This part will help you to evidence Learning Outcome 1: Understand the factors that affect an
organisation and the customer service role
Learning objective Place in Assessment

1.1 Describe the products and services of commercial, public Question 1 Page 2
and third sector organisations
1.2 Describe the differences in customer service between Question 2 Page 3

commercial, public and third sector organisations
1.3 Outline the role played by the customer service occupation Question 3 Page 3
within the organisation and industry
1.4 Identify the major competitors of the organisation Question 4 Page 4
1.5 Identify factors that can affect the reputation of the Question 5 Page 4
organisation
© Creating Careers Ltd, 2015. All rights reserved. 1

Nicola Frederick
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. [1.1]
Please ensure you provide a description for each organisation, rather than a list.
Organisation type Name of organisation Description of products and services

Commercial Amazon Amazon Web services offers a broad set
organisation of global cloud based products including
compute, storage, database, analytics,
networking, mobile, developer tools,
management tools, security and
enterprise applications. These services
help organisations move faster and
lower IT costs and scales.
Commercial Yorkshire Water We provide a clean water and sanitation,
organisation every day for over 5 million people
in2015 we agreed seven outcomes with
our customers, supported by 26
performance commitments. We include
four measures called stability and
reliability, we provide water and waste
water services over long and short term.
Public BOC health care BOC health care provides a full range of
organisation products and services to meet the needs
of both small and large healthcare
organisations.
In addition to providing a comprehensive

assortment of medical gases, we also
have a selection of medical gas
associated equipment such as oxygen
and suction equipment.
Public COMPAREX UK Comparex UK are widely recognised as
organisation an organisation able to add value and
comprehensive high quality service to
the UK public sector. The public sector
team at Comparex has decades of
experience specialising in the
procurement of IT Software licensing,
cloud information assurance and
technical services.
Third sector Oxfam We make sure people can get clean
organisation water to drink and decent sanitation. We
provide help for people to get food and
essentials they need to survive and
ensure the most vulnerable are kept safe
from harm. We support them in being
better prepared to cope with shocks and
uncertainties and we help rebuild
communities, to come back stronger

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from disaster and to face the future on

the own terms.
Third sector Cancer research UK A number of bodies work together to
organisation ensure that we make the best use of the
funds we receive and continue to carry
out world class research. Every step we
make towards beating cancer relies on
every pound donated.
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. [1.2]
Organisation type Description of customer service and

the differences between organisations
Commercial Commercial sector organisations provide hundreds of different
organisation products and services all aimed at making profit organisations
include electricity companies, gas companies, restaurants, water
supply firms all these are commercial organisations they are many
more!
Public Public sector organisations deliver services to the public, they are
organisation all government run. Examples include: NHS, care homes, schools,
local authorities.
Third sector Third sector organisations operate on a voluntary not for profit
organisation basis and include charities, some social enterprises, co- operatives
and many sports clubs.
3. In relation to your current organisation (or one that you are familiar with), outline the part
the part that customer service plays:
a. Within the organisation

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Amazon have big ideas within their organisation, putting customers at the center of everything they
do they like to pioneer and explore within the organisation.
b. In the industry as a whole. [1.3]

Amazon customer service plays a big part in the industry as a whole. As former corporate
executives, many of us have hired consultants, technology vendors and researchers to
help meet the goals of our companies. This means we understand were your coming from.
4. Who are the major competitors to your current organisation (or one that you are familiar
with)? [1.4]
In the media segment, Amazon competes with auction site ebay, Netflix, Apple and media
producer Liberty interactive.
5. Identify at least two factors that could affect the reputation of your current organisation
(or one that you are familiar with). [1.5]

Nicola Frederick
Two factors that can affect Amazon are online reviews and competitive pricing.
Now that you have completed part 1 of your Assessment, remember to save the work you
have done so far – you will need to send your work to your tutor for marking once you have
completed all 5 parts of this Assessment.

Nicola Frederick
Part 2 – Rights responsibilities and organisation procedures
This part will help you to evidence Learning Outcome 2: Understand employee rights,
responsibilities and organisational procedures

2.1 State employer and employee rights and responsibilities Question 1 Page 5
under employment law and the importance of having these
2.2 Detail the employer and employee rights and Question 2 Page 6
responsibilities under the Health and Safety at Work Act
2.3 Describe the organisation’s procedures for health and Question 3 Page 6
safety and documentation used
2.4 Outline how the Disability Discrimination Act relates to Question 4 Page 7
employment
2.5 Identify other key legislation relating to industry and Question 5 Page 7
organisation
2.6 Describe the organisational procedures for equality and Question 6 Page 7
diversity detailing any monitoring and documentation activity
1. Use the table below to give details of employer and employee rights and responsibilities
under employment law and the importance of having these (consider the importance to
the organisation, employees and customers, where relevant). You should include at least
two employer rights / responsibilities and at least two employee rights / responsibilities in
your answer. [2.1]
Rights and responsibilities Why are they important?

1. Employer Health and safety Employers are expected to abide by a
range of requirements governing such
aspects as providing safe machinery and
equipment carry out regular health and
safety checks and carry out a risk
assessment to assess the dangers of
particular work activities.
2. Employer Sex discrimination A employer must consider making
reasonable adjustments for a disabled
employee or job applicant if it becomes
aware of their disability they ask for
adjustments to be made, either an
employees sickness record, or delay in
returning to work is linked to their disability.
1. Employee Health and safety Employees are expected to carry out their
work in a way that as regard to the safety of
others. All employees are entitled to work in
environments where risks to their health
and safety are properly controlled.
2. Employee Employees have responsibilities to each
other, they should also expect their rights to

Nicola Frederick
be up held. These rights and

responsibilities relate to areas such as
health and safety, the provision of terms
and conditions of employment equal
opportunities.
2. Give details of employer and employee rights and responsibilities under the Health and
Safety at Work Act. You should include at least two employer rights / responsibilities and
at least two employee rights / responsibilities in your answer. [2.2]
Who? Rights / responsibilities under Health and Safety at Work Act

Employers have a responsibility to provide a safe workplace, a work
Employer place free from serious recognised hazards and comply with standards
rules and regulations issued under the OSH act.
All employers need to take reasonable steps to prevent, minimise
Employer discrimination, sexual harassment and victimisation in the work place.
Maximum 48 hours working week.

Employee Weekly daily rest break.
As far as possible, to have any risks to your health and safety properly
Employee controlled.
3. In relation to your current organisation (or one that you are familiar with), describe the
organisation’s procedures for health and safety and any relevant documentation that is
used. [2.3]
If possible, provide relevant health and safety policies / documents from the organisation
to support your answer. These documents should be annotated to highlight the relevant
sections.
Royal mail
Royal mail work closely with communications workers union (CWU), they build a world-
class health and safety culture throughout the royal mail group.
Some of the procedures consist of:
Techniques for safer working
Manual handling
Protecting staff and postal routes
A recognition programme

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4. Outline how the Disability Discrimination Act relates to employment. [2.4]
The Act made it illegal for employers to discriminate against disabled people. Employers
should also provide guidance on dealing with unfairness and discrimination. Policies
should turn legal requirements into practical actions and behaviours.
5. In addition to the information provided in the questions above, identify the other key
legislation that specifically relates to your chosen organisation and its industry as a
whole. [2.5
The postal services Act 2011 is an Act of the parliament of the United Kingdom. The Act
enables the British government to sell shares in the royal mail to private investors and
includes the possible mutualisation of the post office.
6. Complete the table below to describe the procedures followed by your chosen
organisation in relation to equality and diversity. Your answer should include details of any
monitoring that takes place and documentation used to support this monitoring. [2.6]
Procedure How is it monitored? What documentation is

used to support this
monitoring?
Royal mail have a Royal Mail monitors job Royal Mail has a policy
responsibility to treat each applicants, as well as the statement that supports
other fairly and with general composition of the the monitoring.

Nicola Frederick
respect, no matter what work force as required by

the colleagues race, age, the law.
gender, sexuality,
disability, or religious
belief.

Nicola Frederick
Part 3 – Career pathways within customer service
This part will help you to evidence Learning Outcome 3: Understand career pathways within
customer service

3.1 Describe the main career pathways available within a Question 1 Page 9
customer service role
3.2 Identify sources of information and advice available on the Question 2 Page 9
customer service industry, occupations and career
progression
3.3 Identify methods of learning available in the organisation to Question 3 Page 10
assist in career progression
3.4 Identify the procedure for accessing formal learning Question 4 Page 10
programmes and the procedure for challenging refusal if
available
3.5 Explain how new customer service situations can aid self- Question 5 Page 11
development and career progression
1. Describe at least two different types of career pathways that may be available within a
customer service role. In your answer you should make reference to the entry level
position of your chosen pathways and any qualifications or on-the-job learning that would
aid progression. [3.1]
Retail trainee assistant

To get on a management training scheme some companies will want you to have a
qualification that’s at least (level3) A level equivalent career progression is excellent in
retail, you can quickly move on from being a store manager looking after a single shop, to
an area manager that looks after several.
Customer service assistant
The study involved in this line of work and if you really want your CV to stand out from the
rest consider taking a level2 or 3 NVQ in customer service. Customer service assistants
can go on to become a supervisor or manager and the transferable skills you learn in this
job can be used to get jobs in other industries.
2. Identify a range of sources where a person can find information and advice on the
customer service industry, occupations and career progression. [3.2]
Information relating to: Source(s)
Work smart

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Customer service industry National careers service

Acas
Technical support adviser

Occupation Customer service advisor
Team leader
Work Smart career progression = career breaks,

Career progression Voluntary work Internships Training options
National careers service= How to find advertised job
vacancies, cv tips, interview advice
acas= training courses workshops and projects
3. In your current organisation (or one that you are familiar with), what methods of
learning are available to help with career progression? [3.3]
Volunteer to complete challenging projects and assignments.

Some companies have formal programs to help employees develop their careers.
Developing a timeline with career goals and expected milestones is also an effective way
to manage your career.
4. In your current organisation (or one that you are familiar with), what is the procedure for
accessing formal learning programmes? What is the procedure if an application for access
to learning is refused? [3.4]
If possible, provide relevant organisational procedures to support your answer. These

documents should be annotated to highlight the relevant sections.
The police have a procedure on access to learning
The purpose: of the paper is to put forward recommendations for the introduction into
police of meaningful and practical improvements.
The background: is for the provision of training within the force.
Methodology: a research plan was devised which entailed a review of the existing
arrangements for training provision, and how this affected staff.

Nicola Frederick
Action required: The plan is currently being devised which identifies timescales,
responsibilities and lead departments.
Recommendations: These recommendations are comprised of two sections, relating to

how to get people to the starting blocks of a learning event.
If your application is refused
If the authority refuses permission or imposes conditions it must give written reasons.
You could also ask them if changing your plans might make a difference.
Alternatively if you think the authority’s decision is unreasonable you may wish to consider
appealing to the secretary of state.
You appear to have copied this directly from another source and therefore it is not
acceptable as an answer. It is also not clear if your answer above relates to an individual’s
application to learning or is it an overview of the how the police force needs to improve its
training provision? You need to have another look at this and revise your answer.
5. Explain how new customer service situations can help with self-development and
career progression. [3.5]
The experience of customer service situation, it will help to develop and enhance their
skills. It will help them to understand customer needs, wants and perceptions. Every
customer communicates differently. By understanding customer perceptions they can
handle the new situation effectively. When they are dealing with customer service
situation, their skills are developed and will learn how to negotiate and solve the issues of
customers.
Part 4 – Support for customer service employees
This part will help you to evidence Learning Outcome 4: Understand how employees are
supported within the customer service role

4.1 Identify sources of information and advice on Question 1 Page 12
employment rights and responsibilities
4.2 Identify types of representative body related to the Question 2 Page 12
industry

Nicola Frederick
4.3 Detail the main roles and responsibilities of each Question 2 Page 12
representative body and their relevance to the industry
4.4 Outline sources of support for their role within the Question 3 Page 13
organisation to include issues relating to:
 Equality
 Health and safety
 Career progression
1. Identify a range of sources where a person can find information and advice on
employment rights and responsibilities. You should identify at least three sources of
information in your answer. [4.1]
 Citizen Advice Bureau

 Libraries
 Chambers of commerce
 Trade unions
 Legal professionals
 ACAS
2. Complete the table below, identifying the representative bodies related to your chosen
organisation / industry. You should also include details of the main roles and
responsibilities of these bodies and their relevance to the organisation / industry. [4.2] [4.3]
Representative body Roles and responsibilities Relevance

The united road transport They are an active union
The united road transport union is the UK’S only constantly campaigning
union (URTU) union dedicated to serving negotiating and lobbying to
the interests of workers in ensure that members are
the road haulage, properly rewarded for the
distribution and logistics. skilled work they do.
This is the independent The aim is to help

professional membership members learn from
body for customer service. each other and offer
The institute of customer They are the first port of call wide ranging support
service (ICS) for every aspect of so they can continue
customer service. Members to improve their
are organisations from customer service.

Nicola Frederick
across the commercial third

sector and individuals.
3. For a customer service role in your current organisation (or one that you are familiar
with), use the table below to provide details of the support that is available in relation to the
following issues:
a) Equality
b) Health and safety
c) Career progression [4.4]
Issue Sources of support

a) Equality
 The organisations handbook
 The human resources department
 Line managers
 Specific legislation
b) Health and
safety  The organisations handbook
 Health and safety managers
 Health and safety policy
c) Career
progression  The organisations handbook
 The human resources department

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 Line managers
Part 5 – Policies and procedures
This part will help you to evidence Learning Outcome 5: Know the organisation’s policies and
procedures
Please answer all of the questions in this part in relation to your current
organisation (or one that you are familiar with).

5.1 Describe the main principles, policies and procedures Question 1 Page 15
of their organisation and its documentation

Nicola Frederick
5.2 Explain how the organisation’s principles are Question 2 Page 16

disseminated to employees
5.3 Outline relevant policies and codes of practice Question 3 Page 16
adopted by the organisation and how employees are
made aware of these
5.4 Explain how employees are consulted on changes to Question 4 Page 16
the principles, procedures and policies within the
organisation
5.5 Identify issues of public concern relating to their Question 5 Page 17
industry and organisation and how these are dealt with
1. Use the table below to describe the main principles, policies and procedures of your
chosen organisation. You should also include details of documentation used to support
these principles, policies and procedures. [5.1]
Description Supporting documentation

Principles Royal mail are a key component of Royal Mail Group corporate
UK’s economic and social responsibility report 2010/11
infrastructure providing services to
and connecting customers,
companies and communities. This
process of change is about, secure
and sustainable Royal mail Group.
Policies They have a booklet to support

We aim to be a leader in responsible this called the Code of business
business. Our group policies set out standards booklet.
royal mail group commitment and
approach to responsibly managing
our impacts on and our relationship
with our people, customers,
communities and environment. They
set out our values and behaviours
that are required to make royal mail
group a trusted, positive and
successful business
Procedures Royal mail do a routine practice. In Royal Mail welcome booklet

our customer service there is a
certain protocol that must be taken in
order to remain competitive.
Managers are given the responsibility
of completing job performance

Nicola Frederick
evaluations. This leads to increased

efficiency and better customer
service.
2. How are the organisation’s principles communicated to employees? Explain this below.
[5.2]
The recruitment process by incorporating their principles into the recruitment process, the
organisation can ensure those, hired are aware of, and have some affinity with these
principles. Reading material the organisation handbook and vision of mission statement, if
on exists may well be the first two pieces of reading material that new recruits receive.
Many organisations communicate their principles in these two documents. They appear
everywhere printing the principles and making them visible throughout the office ensures
they feature in every employee’s day. Also group discussions are verbal communication of
principles can be more effective for some. Also manager and team leaders may be
responsible for reminding other employees of the principles.
3. Outline the policies and codes of practice that are adopted by the organisation. How
employees are made aware of these policies and codes of practice? [5.3]
Royal mail has a booklet containing all the policies and codes of practice:
 Personal behaviour and appearance

 Working with colleagues
 Preventing and reporting crime
 Equality and fairness
 Examples of appropriate behaviour
4. Explain how employees are involved with and consulted on changes to the principles,
procedures and policies within the organisation. [5.4]
If you are consulted on changes this means that you are provided with information
regarding the proposed changes and ask for your opinion which is taken into account by
those who make the final decision. Some ways of consulting employees:
 Small group meetings

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 Questionnaire
 Email
 Monthly newsletter
 Letter
 Team bulletins

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5. Use the table below to identify issues of public concern relating to the industry and
organisation, and describe how these issues are addressed / dealt with. [5.5]
Issues of public concern How they are addressed / dealt with

Public sector organisations tend to attract a How the money is raised?
lot of public interest about finances.
Royal Mail has a communications workers

Public concerns for the Royal Mail are union.
Royal Mail strike actions.
Establish stringent testing and health and

There may be concern in the accessibility safety processes to ensure
of your service because public sector products/services are high quality and safe.
organisations are funded with public money
Once you have completed all 5 parts of this Assessment, go to www.vision2learn.com and
send your work to your tutor for marking. Log in to the platform and send your Assessment
to your tutor via your My Study page for marking. Good luck!

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Nicola Frederick

The principles of customer service Level2

Name: Nicola Frederick

Part 1 – The role of customer service in organisations

Learning objective Place in Assessment

1.2 Describe the differences in customer service between Question 2 Page 3

1.4 Identify the major competitors of the organisation Question 4 Page 4

© Creating Careers Ltd, 2015. All rights reserved. 1

Organisation type Name of organisation Description of products and services

In addition to providing a comprehensive

© Creating Careers Ltd, 2015. All rights reserved. 2

from disaster and to face the future on

Organisation type Description of customer service and

a. Within the organisation

b. In the industry as a whole. [1.3]

© Creating Careers Ltd, 2015. All rights reserved. 4

© Creating Careers Ltd, 2015. All rights reserved. 5

Part 2 – Rights responsibilities and organisation procedures

Learning objective Place in Assessment

Rights and responsibilities Why are they important?

© Creating Careers Ltd, 2015. All rights reserved. 6

be up held. These rights and

Who? Rights / responsibilities under Health and Safety at Work Act

Maximum 48 hours working week.

© Creating Careers Ltd, 2015. All rights reserved. 7

4. Outline how the Disability Discrimination Act relates to employment. [2.4]

Procedure How is it monitored? What documentation is

© Creating Careers Ltd, 2015. All rights reserved. 8

respect, no matter what work force as required by

© Creating Careers Ltd, 2015. All rights reserved. 9

Part 3 – Career pathways within customer service

Learning objective Place in Assessment

Retail trainee assistant

Information relating to: Source(s)

© Creating Careers Ltd, 2015. All rights reserved. 10

Customer service industry National careers service

Technical support adviser

Work Smart career progression = career breaks,

Volunteer to complete challenging projects and assignments.

If possible, provide relevant organisational procedures to support your answer. These

The police have a procedure on access to learning

The background: is for the provision of training within the force.

© Creating Careers Ltd, 2015. All rights reserved. 11

Recommendations: These recommendations are comprised of two sections, relating to

If your application is refused

Learning objective Place in Assessment

© Creating Careers Ltd, 2015. All rights reserved. 12

 Citizen Advice Bureau

Representative body Roles and responsibilities Relevance

This is the independent The aim is to help

© Creating Careers Ltd, 2015. All rights reserved. 13

across the commercial third

Issue Sources of support

© Creating Careers Ltd, 2015. All rights reserved. 14

Part 5 – Policies and procedures

Learning objective Place in Assessment

© Creating Careers Ltd, 2015. All rights reserved. 15

5.2 Explain how the organisation’s principles are Question 2 Page 16

Description Supporting documentation

Policies They have a booklet to support

Procedures Royal mail do a routine practice. In Royal Mail welcome booklet

© Creating Careers Ltd, 2015. All rights reserved. 16

evaluations. This leads to increased