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Customer Service Knowledge
Unit one: Understanding the organisation
Unit 1 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 Sections
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I am working in a restaurant where we serve American food and milkshakes, the
restaurant is based on all the sense in the American environment, addressed to families
and young people
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Also we have a membership club where our
customers can obtain free meal vouchers and discounts
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Section 1 – Understand the factors that affect an organisation and the customer service role
(maps to Session 1 The role of customer service in organisations)
Learning objective

Place in Assessment

1
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2 Describe the differences in customer service between
commercial, public and third sector organisations

Question 2 Page 3

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4 Identify the major competitors of the organisation

Question 4 Page 4

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All rights reserved
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Complete the table below with a description of the products and services for at least
two commercial organisations, public organisations and third sector organisations
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1]
Please ensure you provide a description for each organisation, rather than a list
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They have different variates of
products cable television, broadband and
telephone for low cost
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Public
organisation

Barnet Homes

They are focussed in social housing offering
to those customers with families or customer
with special needs
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Public
organisation

Acas

They offer legal advice and guidance to
employees with difficulties at work
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Third sector
organisation

British Heart Foundation

They engage in collection of furniture and
other accessories then sell them at low cost,
their employees are volunteers
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Some of their fundraisers
receiving money or commission because
they are coming from others companies and
other are volunteers
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All rights reserved
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Complete the table below by describing the differences in customer service between
commercial, public and third sector organisations
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[1
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-They are focus in the loyalty of their customer to make profits
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-Reputation of the company it is very important
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-Staff need to give a good impression of the company
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The role as a
customer service in this organisation is focused to the satisfaction of
customer and they are not looking for a profit like commercial
organisations do
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-Satisfaction is the key on this sector
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Public
organisation

Third sector
organisation

This sector are focus in service and support for people, any money that
they create is reinvested back to their organisation
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-Staff need more training in customers service
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-Communication it is crucial for give a good service
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All rights reserved
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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
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3]
We are a commercial organisation specialized in hospitality
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In
this organisation is very important to know and work hard in:
-Each staff play very important role when we treat a customer
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My company let me make jokes with customers, so they do not have a
boring time when they are eating
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-Standard of the food need to be high and seem all time
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-My company have special offers and free menu voucher for loyalty customer and free milkshakes
for new customer
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We have old and
new music, halal food and gluten free food
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Who are the major competitors to your current organisation (or one that you are familiar
with)? [1
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For example:
-Mc Donald's: They deliver food in short time but the quality is low and they have many
complaints because sometimes the food is cold
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-Yo Sushi: They have good quality food, but some of their food are frozen
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-Wasabi: They also deliver food in short time, but their food are vacuum packed
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-Other pub's: They have the same quality than us, but the atmosphere is very depressing and
customer with family can not enjoy there
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All rights reserved
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Identify at least two factors that could affect the reputation of your current organisation
(or one that you are familiar with)
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5]
-Customers complaints or bad comment in our website, because others customers can review the
website and see comments
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-Food standard can serious reduce customers
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-More space available during rushing time and busy times
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All rights reserved
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1 State employer and employee rights and responsibilities
under employment law and the importance of having these

Question 1 Page 5

2
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3 Describe the organisation’s procedures for health and
safety and documentation used

Question 3 Page 6

2
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5 Identify other key legislation relating to industry and
organisation
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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)
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[2
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Employer

-Put correct policies and procedures in place for
issues such as disability, employment equality,
equality, equal pay and sex discrimination
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2
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It is good to
know about our role before to start to work
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Employee

-No discriminated to others and be respectful at
work with everyone
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2
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© Creating Careers Ltd, 2014
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6

Customer Service Knowledge
Unit one: Understanding the organisation
2
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You should include at least two employer rights / responsibilities and
at least two employee rights / responsibilities in your answer
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2]
Who?

Rights / responsibilities under Health and Safety at Work Act

Employer

-Companies need to display Health and safety poster for all the premises,
describing all about Heal and safety regulations
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Employee

-Employees need to complete a full training in Health and safety ans Manual
Handling, and have full understanding about the them
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Employee

3
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[2
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These documents should be annotated to highlight the relevant
sections
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The
procedures say:
-We need to have the safety equipment available at all time, keep them properly used and clean
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-We need to have the allergenic book available inside the kitchen all time
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-Utensils need to be used properly and clean with each use
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All rights reserved
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Outline how the Disability Discrimination Act relates to employment
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4]
-Disability Discrimination Act is covered by Equal Opportunity Act legislations
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-Employers need for include legal requirements into practical actions and behaviours
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-Employers should provide guidance on dealing with unfairness and discrimination
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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
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5]
I had check on my company handbook and I found some legislation and law relating :
-Food Safety Act 1990 / Provision for imposing requirements as to : This legislation is related to
cleaning, maintenance and treatment of kitchen equipment, and proper utilization of food
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We are not allow for pass information for
anybody without customer permission or Police authority is required
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All rights reserved
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Describe the procedures followed by your chosen organisation in relation to equality and
diversity
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[2
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Also I say if applicants suffer any discrimination during the
selection process, applicants can take further actions against employer or legal procedures
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-All employees can have information relating internal promotion or trainings, no matter which age,
culture, disibility or background we are
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Also it say manager need for give a
writing information regarding promotion or training
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All rights reserved
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1 Describe the main career pathways available within a
customer service role

Question 1 Page 8

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3 Identify methods of learning available in the organisation to Question 3 Page 9
assist in career progression
3
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5 Explain how new customer service situations can aid selfdevelopment and career progression

Question 4 Page 9
Question 5 Page 10

1
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[3
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They are responsables of their team, they provide training for new staff, provide company
promotion infromation and company procedures
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After passing the stage of work and passed
the tasks involved, they offer us the opportunity to promote as supervisors or study in the academy
that my company has
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Assistant manager role will involve supporting the manager in their duties,
supervising team leaders and staff, and overseeing all activities within the workplace
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Where I am working we can progress in career from Chef or Waiter to Assistant Manager and then
be promote General Manager or my company can provide us training and full education
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All rights reserved
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Identify a range of sources where a person can find information and advice on the
customer service industry, occupations and career progression
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2]
Information relating to:
Customer service industry
Occupation
Career progression

Source(s)
-National Career Services
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-Local college
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-Company Handbook
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-Talking with the line Manager
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-By internal promotion
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In your current organisation (or one that you are familiar with), what methods of learning
are available to help with career progression? [3
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-We have a academy for further Head Chef, Supervisor, key-workers or Managers
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-We have a Trainers available in case that we cannot assistance to the academy
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4
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4]
If possible, provide relevant organisational procedures to support your answer
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-General Manager's need for review our job and application before we can study or progress with
the company
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-After passing the selection process General Manager's will assist us with practical assessments
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-They will give feedback and let us know in which are we need to improve
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All rights reserved
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Explain how new customer service situations can help with self-development and career
progression
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5]
-By daily improving skills at work, showing that we want to learn and progress with the company
-Problem-resolved, showing that we can handle difficult situations and we can give a satisfactory
solution for costumers
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We can not gain those skills from a classroom, if not by the experience gained at
work day by day
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All rights reserved
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1 Identify sources of information and advice on
employment rights and responsibilities

Place in Assessment
Question 1 Page 11

4
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3 Detail the main roles and responsibilities of each
representative body and their relevance to the industry

Question 2 Page 11

4
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Identify a range of sources where a person can find information and advice on
employment rights and responsibilities
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[4
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-Trade Union: They give support and information about their rights for employees and
employeer's also
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-Handbook: All companies need for have a handbook where we can find information
about our reponsabilities, policies and procedures, employment rights, also information
about payment, time of work, holidays, sickness, etc
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All rights reserved
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Complete the table below, identifying the representative bodies related to your chosen
organisation / industry
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[4
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3]
Representative body

Roles and responsibilities Relevance

British Hospitality Association

The association promotes the
interests of the hospitality
industry to the Government
Ministers, MPs, MSPs, Welsh
Assembly Members, MEPs,
the EU Commission, the City
and the Media
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My
comapany and some of the
companies around the area
are asocieted with them
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The Sustainable Restaurant
Association (SRA)

The SRA provides restaurants
with advice and support to
help its members navigate the
whole spectrum of
sustainability issues
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All rights reserved
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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
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-Line Managaer's: They provide to us by writing or verbal information
regarding equality, training or guidance relating equality
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-Health and Safety Training, before we start for work we need for pass
this trainig and Manual Handling also
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c) Career
progression

-Human resources deparment: They can provide us information
about career progression, further vacancies or the Company
Academy requirements
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All rights reserved
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Learning objective
5
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2 Explain how the organisation’s principles are
disseminated to employees

Question 2 Page 15

5
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4 Explain how employees are consulted on changes to
the principles, procedures and policies within the
organisation
5
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Use the table below to describe the main principles, policies and procedures of your
chosen organisation
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[5
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Policies

A policy is a course of actions adopted by
an organisation
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A procedure is a series of actions
conducted in a certain order or manner
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My company Principles say that we
work with smile and friendly during
the serving all the time
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My company have a book policy and
handbook where we can find all the
company policies
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All rights reserved
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My company
procedures cover all areas including
Helath and Safety, food,
management, ect
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How are the organisation’s principles communicated to employees? Explain this below
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2]
My organisation are continusely communicating with us, where they distribute to us by writtin or
sometimes verbal information relating company principles, career progression, new policies or
procedures
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-Every months we have a meetting, where they remind to us the company principles and in the end
of the meeting the reviw our performance
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3
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How are
employees made aware of these policies and codes of practice? [5
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The policies and codes of practice in my company are related to food and sevice directed to our
customers
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While my company policies dictate how to make this codes of
practice effective without any margin of error
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-Online trainig or company qualification relating code of practice
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-Every two months we have a staff meeting, where we talking about policies and codes of practice
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All rights reserved
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Explain how employees are involved with and consulted on changes to the principles,
procedures and policies within the organisation
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4]
Where I working, before they change the company principles, procedures or policies, they give us
three week notice before the change due
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-If we are happy when the change and how we going for be involved
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-Possible questions and issues that we have
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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
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5]
Issues of public concern

How they are addressed / dealt with

Comercial Sector:
The issues on this sector are higher and the
customers in this sector feel that they have
more right for complaint, because they paid for
a product
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-A reasonable explanation
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-Make customer that we care and we want
to resolve their complaint
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This
improvements are focus in public needs
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-More attention in complaints for improve the
organisation
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-Explanetaion about where the mney going
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Once you have completed all 5 Sections of this Assessment, go to www
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com and
send your work to your tutor for marking
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All rights reserved

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