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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

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a) Describe the organisation’s products and / or services
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1]
It is an american restaurant situated in different places in london who is serving
american food and drinks like burgers and shakes
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[1
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© Creating Careers Limited, 2015
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1

Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)
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[1
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and also they know us
because the cardclub we provide to them to earn points for the free brochres food
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[1
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they also known us because we innovate our burgers every 2 months so
costumer can appreciate that we care about the choices
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[1
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3
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Why is it important to follow these policies
and procedures? [1
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Also we have procedures
for follo up for a good service for our customers
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If we not follow this policies
and procedures we can lose custumers
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All rights reserved
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Complete the table below by providing an example of poor customer service for each
of the three sectors and then describe the implications of this poor customer service
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7]
Organisation
type

Example of poor customer
service

Describe the implications of poor
customer service

Commercial
organisations

For example if a sales lady in a
shop is ignores or does not
interested for help a costumer
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Public sector
organisations

For example a carer organisation
is not providing qualified carers
for their service users
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Third sector
organisations

For example the charity's shop if
the volunteers are does not treats
politely the people who donates
their good
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Subsequently this may adversely
affect the service for people who need it
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All rights reserved
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Part 2 – Identifying customer needs and expectations
This part will help you to evidence Learning Outcome 2: Understand how customer needs

and expectations are identified
Learning objective

Place in Assessment

2
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2 Identify how customer expectations can be met within
the offer of the organisation

Question 1 Page 5

2
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4 Identify reasons for customer service being delayed
and the impact of this on customers
2
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6 Explain why it is important to keep customers
informed of progress and delays when dealing with a
complaint

Question 3 Page 6

Question 2 Page 5

Question 4 Page 6
Question 4 Page 6
Question 4 Page 7

1
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[2
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-Our customers expect high standard os serving and food all the time
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2
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[2
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-Customers can see that we follow the satndars by the menu
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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)

3
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[2
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-They can complaint by email or post
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4
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[2
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Apoligise

Will make the customer feel valued and
that you understand your situation
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explain

Is extremely important so that they dont
feel left in the dark
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[2
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Also offer them
the same service or other way with short time
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[2
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© Creating Careers Limited, 2015
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5

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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We're never knowingly beaten on price
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Be satisfied on your money back
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public organisation

© Creating Careers Limited, 2015
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Clearly communicate the service offer for costumers
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The service offers in public sector organisation are
likely for be achieved through strong training and
induction processes
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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]
Where I working customer are free to make comments about the service that they had with us or
the restaurant or normally the can make a formal complaint by email
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For example:
Few days ago, a customer made a comment about the slide tomato saying that the slide it was for
small
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After that the make a change in
the procedures of how for make the preps and slide the vegetables
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a) Explain how the resources available can affect your organisation’s offer and
customer service expectations
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2]
If we do not maintain high standards we can lose clients, especially when there are others
competitors with cheaper price and fast delivery
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b) Explain how financial implications can affect your organisation’s offer and customer
service expectation
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2]
Price, quality and time it si very important in my company, because:
-Price we have so many competitors out there with cheaper prices and fast delivery
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-Time is always important everywhere
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All rights reserved
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Give at least two examples of when customer service may be limited by organisational
goals
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[3
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-We cannot reduce the cost of the food, because our product is totally fresh and expensive
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Describe what you would do / say in order to tell a customer that their service
expectations are outside of the organisation’s offer
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5]
-I will explain to them the reason and I will give them a solution
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-I will speak with my Manager for give them a discount
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Now that you have completed part 3 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 Explain why customers may complain to or about an
organisation
4
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3 Identify ways in which complaints may be defused
prior to escalation to include:
 Face to face
 Written (letter, email)
 Via the telephone
4
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5 Explain why complaints are monitored and how the
monitoring is used

Question 1 Page 11
Question 2 Page 11
Question 3 Page 12

Question 4 Page 12
Question 5 Page 13

1
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Include at least two
specific reasons in your answer
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1]
At my restaurant they usually frequently complain about little information, human error and delay
in the delivery time
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Sometimes we do not know all menu, because we have special offers changing
every month and this can cause a complaint
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Some of our customers give us a
second chance, but they always check the food and the date expires in case there is something
wrong
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© Creating Careers Limited, 2015
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10

Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)
2
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[4
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-Find a solution emergently
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-We are allow for offer them a discount for the bill or next bill
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3
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[4
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-Make sure that we understand their problem and empathise with their
situation
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-Adopt a sympathetic tone when speaking and ask open questions
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-Apologise for any inconvenience or acknowledging the difficulty the
customer has had
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Via the telephone

-Always have a friendly, calm and confident tone of voice
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-Aking them questions can give us more information about the
complaint
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All rights reserved
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Complete the table below by outlining the effects that complaints can have on
commercial, public sector and third sector organisations
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4]
Organisation type

Effects of complaints

Commercial

There could be a large fall in profits,which could have very bad
consequences for the long term future
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Third sector

Too many complaints may leads for many staff being made redundant
or being for be retrained
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In relation to your current organisation (or one that you are familiar with), explain why
complaints are monitored and how this monitoring is used
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5]
Complaints are monitored because they do not want for happened again,they monitored it sending
district manager for supervise the staff behaviour and the food they serve for the costumer if is
follows the standard of the restaurant
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© Creating Careers Limited, 2015
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12

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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Misleading omissions

Effect on customer service
For example:
-More people avoing buying online and they prefer
to buy in stores
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For example:
-Customers want for know information about what
they are going to buyand if we hide information this
can result that we losing customers
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We
need need to provide this information clear
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All rights reserved
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Outline how business service improvements might be limited by legislation
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2]
Sometimes companies can be limited by legislation and this can cause more frustration and
disappointment for customers
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Companies need to check if it is completely legally before taken further
action and ways for satisfy their customers
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We acknowledge that we need to increase the number of light, but the legislation
(Health and Safety) says that it need for be fifteen bolts on the floor are and ten inside the kitchen
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3
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[5
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4
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[5
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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)
5
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[5
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The areas clearly out of bounds for
visitors
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Signed out for visitors
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Describe the steps you would need to take in order to gain approval if you wanted to
change customer service procedures or practices affected by legislation
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6]
The first step is for identify why need for occur ,what was the situation that made you think about
improving current practices and also be able for identify the organisations procedures, policies and
practices
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Consulting customers is also necessary about the proposed changes
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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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