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Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)
Unit 2 Assessment
Assessment
You should use this file to complete your Assessment
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vision2learn
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Please note that this Assessment document has 16 pages and is made up of 5 parts
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1 Describe the organisation’s products and services

Question 1a Page 1

1
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3 Identify the customers of the organisation

Question 1b Page 2

1
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5 Describe the organisation’s policies and
procedures relating to customer service and the
importance of following them
1
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7 Describe the implications of poor customer
service in commercial, public sector and third
sector organisations

Question 2b Page 2
Question 3 Page 3

Question 2c Page 3
Question 4 Page 4

1
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a) Describe the organisation’s products and / or services
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1]
“Leonard Hotel” is a 4 stars boutique hotel that offers 49 rooms and apartments, a firstclass restaurant and bar, 24 hours reception, porter, laundry and room service
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Even though it is located in the busy
central London, guests will be able to rest in a quiet location
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The staff speaks many foreign
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1

Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)
languages including Spanish, Italian, French and German which makes tourists feel like
home
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b) Identify the external and/or internal customers who buy / use these products /
services
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3]
The customers who buy and use the services provided by The Leonard Hotel are tourists
from all over the world visiting London, but also businessmen attending events in London
or in the hotel’s conference room
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2
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[1
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Recently, the hotel started to
advertise its offers also on its Facebook page
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[1
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The reception team is the most responsible for informing guests
about the offers and that’s why the manager sends instructs them in person or sends them
emails informing them of any changes or new services in place
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c) Describe the publicity used to promote the organisation’s products and
services
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6]

© Creating Careers Limited, 2015
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Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)

3
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Why is it important to follow these policies
and procedures? [1
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Guest’s check-in time is at 13
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m
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Cancellation policy- guests can cancel their booking by giving at least 24 hours notice,
otherwise the first night of the booking is non-refundable
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The hotel strives to provide a welcoming experience by creating a friendly atmosphere
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Calls will be answered by the receptionists with a warm smile and a calm and
interested tone in the voice
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4
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[1
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Unprofessional
behaviour among staff, as well as lack
of customer service may have a
financial impact on the business and
may determine it to loose its clients,
its reputation and decreased profits
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Poor customer service may determine
legal implications as people may
complain if they feel the services
received were below standards
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Third sector
organisations

Discrimination

Loss of credibility
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All rights reserved
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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
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1 Outline ways in which customer expectations can be
identified
2
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3 Describe how to tell customers that their needs
cannot be met by the organisation
2
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5 Outline how to tell customers that the service will be
delayed
2
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Outline at least two different ways in which customer expectations can be
identified
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1]
© Creating Careers Limited, 2015
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Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)

Customer expectation can be identified from the promises made by the organisation
through their advertisement, but customers also expect the industry standards set to be
respected, as well as the organisations policies and codes of practice
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2
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[2
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That’s why, the hotel offers
a stylish room design, high quality mattresses, soft foam memory pillows, clean and up to
standards linen, decorations meant to increase the guest’s mood, free Wi-Fi and T
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Leonard Hotel has a concierge department that answers guest’s
requests and transform them into reality as soon as possible
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There is a feedback book at the reception
where guests can write their experiences with us, but feedback under any form is always
accepted and processed in order for the hotel to improve
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When your chosen organisation cannot meet customer needs, how are customers told
about this? Describe this below
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3]
When Leonard Hotel can’t meet a specific customer need, they always try to inform them
in advance during the check-in at the reception, but the staff is always looking for
alternatives
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For some other needs that
cannot be met, guests may find in their rooms informative flyers with the hotel’s apologies
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4
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[2
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Staff not communication efficiently with
each other

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Impact
If the information is not passed on to
the responsible persons there might
be confusion and delays in delivering
the service, which may determine the
customer to feel neglected
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Problems with deliveries

Other:
Faulty products

specific product, but it is not to be
found by the customer due to a delay
in the delivery process, the customer
might loose his trust in the company
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If
there is a supply delay, one single
fault may change his opinion about the
entire service they have paid for
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Faulty products may cause customers
frustration and disappointment, which
will discourage them to use the
company’s services again
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[2
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I always try to offer them a
goodwill gesture, which is approved and encouraged by the management
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c) Explain why it is important to keep customers informed of progress and delays
when dealing with a complaint
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6]
It is important to keep the customer informed of the progress of his complaint in order to
show him that he is valued and the company cares about him and tries to find solutions
that satisfy him
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If the complaint is managed successfully, the
customer might return and use the company’s services and products again and he might
use the word of mouth to share his experience with others and the company will gain a
reputation where it is known for caring about its customers
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© Creating Careers Limited, 2015
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Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)

Now that you have completed part 2 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
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All rights reserved
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1 Outline the customer service offer of two
organisations to include:
•
one commercial organisation
•
one public or third sector organisation
3
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3 Explain how customers’ expectations are arrived at
within their organisation’s offer
3
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5 Describe how to tell a customer that their service
expectations are outside the organisation’s offer

Question 1 Page 8

Question 3 Page 9

Question 2 Page 8
Question 4 Page 9
Question 5 Page 10

1
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One of these organisations should be a commercial organisation; the other can be either a
public or third sector organisation
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1]
Organisation

Customer Service Offer

1
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The store offers to adjust and repair watches and
jewellery, as well, with very little waiting time
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The hospital offers a wide range of treatments,
qualified and caring staff, high standards
equipment and materials, as well as a clean and
safe environment
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2
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In relation to your current organisation (or one that you know well), explain how the
organisation identifies what their customers’ expectations are
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3]
© Creating Careers Limited, 2015
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Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)

Leonard Hotel identifies what their customer’s expectations are by considering the
industry’s set of standards, which involve a safe stay, a good rest, a quiet place, a
restaurant with choices of food and drinks, a clean place, surrounded by friendly people
willing to inform and help to make the best of their stay
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The hotel tries to
assess through group meetings the needs of the customer before complaints develop in
order to go beyond the expectations
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3
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[3
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If
the room lacks certain amenities or elements that add to its comfort, or if the choice of food
at breakfast is not satisfactory, the customer will feel frustrated and, therefore, the
products expected to receive won’t be worth the price paid
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Customers may ask for a refund/compensation, may complain about
the missing items or may even leave the hotel without complaining and this will affect the
hotel even more as it may loose its reputation
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b) Explain how financial implications can affect your organisation’s offer and customer
service expectation
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2]
Financial implications may affect Leonard’s Hotel offer and customer service expectation
because this might result in lack of proper staff training and a short supply of essential
items that are each meant to be part of the puzzle that forms the service the customer
buys
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The staff must be trained to have a positive attitude when
speaking with the customer face to face or on the phone and they must provide all the
necessary information that would encourage people to book rooms at Leonard Hotel
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© Creating Careers Limited, 2015
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Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)
4
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These examples can relate to your own organisation or one that you know well
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4]
Kensington Hotel is a budget hotel which is limited by the organisation to make certain
investments in replacing items or repairing them even though they might be needed or
expected by the customer
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As is trying
to cut costs, the manager suggests for alternatives or repeated repairs that take a long
time and stress the whole people involved in the issue
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The same hotel, doesn’t stress the importance of updating its website as the hotel is
changing its prices every season and customers are not able to see accurate and up to
date information on the website without having to face disappointment when calling or
when arriving for the check-in
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5
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[3
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I would explain the situation
related to what has caused the issue and how we are working on solving it and I will inform
the customer that I will find an alternative solution
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Then,
if needed, I will discuss with the manager and find an appropriate solution/compensation
that would make the customer feel valued and respected
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All rights reserved
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Part 4 – Understanding how complaints are handled
This part will help you to evidence Learning Outcome 4: Understand how complaints are

handled
Learning objective

Place in Assessment

4
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2 Outline the complaints handling procedure in the
organisation
4
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4 Outline the effects of complaints on commercial,
public sector and third sector organisations
4
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Explain why customers may complain to or about an organisation
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[4
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Too little information
regarding not only the price but the materials and ways used in a product or service may
determine customers to realize that they have bought the wrong item
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Delays in delivery are also an important factor that determines
customers to complain
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2
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[4
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The receptionist maintains eye contact and
acknowledges the problem, apologizes for the issue and informs the customer that a
solution will be shortly found
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Then contacts the customer back and
presents the options with consideration for his bad experience
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All rights reserved
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3
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[4
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4
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[4
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Public sector

Could affect the morale of the staff, which will determine them to
perform to lower standards, which will cause a poor quality of
service
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All rights reserved
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5
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[4
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If
complaints are not monitored, their number might increase and affect the company, but if
they are kept under control, new solutions are always found in order to avoid the same
mistake from happening again
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© Creating Careers Limited, 2015
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Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)
Part 5 – Key customer service legislation
This part will help you to evidence Learning Outcome 5: Understand legislation relating to

customer service
Learning objective

Place in Assessment

5
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2 Outline how business service improvements might be
limited by legislation
5
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4 Explain individual health and safety responsibilities
while delivering customer service
5
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6 Describe how to gain approval to change customer
service procedures or practices that are affected by
legislation

Question 1 Page 14

Question 2 Page 15
Question 3 Page 15

Question 4 Page 15
Question 5 Page 16
Question 6 Page 16

1
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[5
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The customer
gets the right to cancel an order on goods or
services, has the right to a refund and has the
right to access all the terms and conditions of
a purchase
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Therefore, customer service
should be offered to everyone who is buying
or attempting to buy products or services,
regardless the race, gender, age etc
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Customer service must be equally
offered to everybody
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This gives the customer the
right to a refund
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All rights reserved
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Customer service in this instance is
influenced by the statutory rights the customer
has, which includes the right to expect goods
of satisfactory quality and fit for the purpose
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Outline how business service improvements might be limited by legislation
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2]
When trying to improve the business sometimes certain legislation limit it because it might
affect other important aspects that should be prioritized
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Sometimes legislation asks for a licence to
make certain changes and this might limit the expansion of a business
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3
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[5
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Customers need to be warned if
there are any dangers or potential hazards on the premises
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But it is very
important that the staff is trained on health and safety matters in order to be able to
provide clear answers and support in case of emergency
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4
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[5
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Individuals should know where
the first aid kit is and how to use it; everybody should know where the fire exits are
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The Porter will monitor the entrance of
the hotel and will make sure nobody suspicious will enter the premises
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5
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[5
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All rights reserved
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everybody is safe

6
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[5
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Once you have completed all 5 parts of this Assessment, go to www
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com and
send your work to your tutor for marking
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Good luck!

© Creating Careers Limited, 2015
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