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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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Describe the organisation’s products and / or services
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1]
Greencore’s Food to Go business in the UK produce all types of sandwiches, wraps, rolls,
sub-rolls, flatbreads, baguettes, bagels, prepared salads and sushi for major supermarket
and high street chains, petrol forecourts and convenience stores
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Greencore’s Prepared Meals business produces chilled
ready meals, chilled sauces, chilled soups and quiches
...

© Creating Careers Limited, 2015
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1

Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)
a) Identify the external and/or internal customers who buy / use these products /
services
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3]
The external customers of Greencore are: ASDA, Sainsbury's, M&S, Tesco, Morrisons,
Waitrose, Co-op, Aldi, Lidl, Netto, Londis, Spar, Iceland, Budgens, Booker, Nisa and
Palmer & Harvey amongst others
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2
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[1
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For example, Greencore highlight
the statement like the Greencore way
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Through Greencore magazine, they use kitchen advices, recipes, lottery games; discount
offers etc
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They use media
advertisement such as television, cinema and radio to get the coverage for target audience
and to corporate its image
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They update the product offers on Greencore website, email,
internet and vouchers
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[1
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As the main purpose of company offer is to satisfy customer
needs
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The email
would provide the information about company new product offers, which product is
modified or stock that is updated etc
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The company usually do
training seminar, presentations, communication sessions, team meeting etc
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They get updated
alerts on noticeboard and brochures and they are allowed to do research and show
initiated on the offer of an organisation
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Also, Greencore
has many trainers all over the site on different aspects of the business
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c) Describe the publicity used to promote the organisation’s products and
services
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6]
Greencore has ads at the major tv networks where it shows different stages of production,
different factories from UK and USA , attractive pictures the variety of sandwiches ,
prepared meals and so on that they do
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All rights reserved
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For example, A Greencore product won 1st
place at this year’s Wholesale Quality Food & Drink Awards
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Inspired by market trends, the Piri Piri
Chicken Wrap was launched as part of Spar’s limited edition programme for 2015; the
product has been well received by customers and is now one of their most popular lines
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The Co-operative awarded Greencore Food to
Go for the Best Own Brand Product Launch – Fresh, at their annual Supplier Awards,
which took place on 24thSeptember 2015
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Launched in May 2014, the range was first to market with the innovative Soft Pack
grab bag packaging and Brioche Sliders
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3
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Why is it important to follow these policies
and procedures? [1
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Company policies building relationships with customers as customer service
work standards should be met of their needs and wants
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g
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As stated on their site Greencore customer service will: be polite, friendly and welcoming
when we communicate - in person, when writing, by phone, fax or email; respect
differences in values, cultures, beliefs and ages, and include our awareness of diversity
into our daily practice; respect the dignity of all and show empathy and consideration in our
daily practice ; listen and respond in an attentive way to client inquiries; protect the
confidentiality of information; acknowledge clients by name; introduce ourselves by name,
title or role
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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
Commercial
organisations

Example of poor customer
service
A bored , aggressive,
disrespectful tone of the
customer service team
member, mostly contradicting
with the client rather than
listening and trying to resolve
the complaint
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All rights reserved
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3

Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)
Public sector
organisations

Third sector
organisations

NHS – customer care policy
makers, e
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lack of
cleanliness - dirty
corridors/premises of people
don’t care or are slow and
irresponsible – resists change
in a working environment,
when decisions made alone
from customer and are
unresponsive matter of costs
or no money (budget) existed
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As EU citizens are more and
more present in the UK, it is
also possible that they
volunteer without being fluent
in English
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All rights reserved
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Overall
employees resisting change,
customers getting depressed, so
public sector losing reputation - bad
outcome of customer service
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4

Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)
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 Question 1 Page 5
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]
Because customer expectations are an ever-evolving process, it can be very challenging
to know precisely what those expectations might be
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Have customers complete surveys about your products and service
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Next time you see a customer, ask if his expectations of your business are being
met
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A respondent's mood may be a nuisance factor inducing bias in a survey or experiment
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In such cases, marketers need to understand the
effects of these moods in order to develop appropriate strategies
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In addition, sellers and service providers may benefit by
modifying their approaches for clients in different moods
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Manufacturers of "treats" may benefit by considering the emotional states
which may trigger purchase
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Under such circumstances, marketers may benefit by developing
appropriate strategies and tactic The effect of affect on attitude change induced by
persuasive messages has been noted by researchers in communication and in marketing

© Creating Careers Limited, 2015
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5

Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)
2
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[2
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Most of the time,
customers will let you know how you’re doing by giving you feedback
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It should be asked once the customer service “ticket”
has closed:
1
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Was your issue resolved to your satisfaction?
How was your customer service experience? A) Below expectations B) Met
expectations C) Exceeded expectations
3
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Is there anything else we can help you with?
Customers will also let you know via social media, email, or simply quitting your service
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Avoid an echo chamber in your business, and listen to what
people are saying about you
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3
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[2
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To tell your customers about
service will not be met you may regard them face-to-face, or of sent e-mails, make calls,
send sms (if available) or letter notifying them about service delay resulting customers’
minimum disruption
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I do believe that information access explains in more detail about problem of not meeting
customers’ expectations
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g
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If people
are not trained, the service may not be processed, so required dedicate resources and
make decisions about training needed - comply with law and budgets
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Responds also should be delivered on time
satisfying your customers’ wants and needs, growing customer service reputation and
performance
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4
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[2
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All rights reserved
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The customers are
dissatisfied, frustrated or unhappy,
also may stop use the service with the
company and look for alternative
supplier
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Breach of conduct
will be loss of reputation and loss of
customers leads to solvency
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Required noticeable
focus on supplied goods from staff, as
accepting delivery period should be
controlled and monitored for reporting
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[2
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Adjust your mindset so that you're giving 100 percent of your
focus to your client, and to the current situation
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Start the dialogue with a neutral statement, such as, "Let's go over what happened," or
"Please tell me why you're upset
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Resist the temptation to try to solve the situation right away, or to jump to conclusions
about what happened
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As he's talking, don't plan
out what you're going to say when he's done – this isn't active listening!
Also, don't allow anything to interrupt this conversation
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Once he's had time to explain why he's upset, repeat his concerns so you're
sure that you're addressing the right issue
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Once you're sure that you understand your client's
concerns, be empathic
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[2
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There are two ways to do this
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You could say, "I know you need these samples by tomorrow to show to your
own customers
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" If
you're not sure you know what your client wants from you, or if they resist your proposed
solution, then give her the power to resolve things
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For instance, you could say, "If my solution doesn't work for you, I'd love to hear
what will make you happy
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" Once you've both agreed on a solution, you
need to take action immediately
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If she has contacted you by phone, make sure that she has your
name and contact details
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Once the situation has been resolved, follow up with your
client over the next few days to make sure that she's happy with the resolution
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For instance, you could send
her a gift certificate, give her a great discount on her next purchase, or send her a handwritten apology
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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 know what a difference it
makes when we serve you in a warm and friendly
way
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We'll do our best
to act on it
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A colleague in the store management team will
listen to the complaint you want to make and do
what they can to resolve it
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Complete our
survey and tell us about your experience in our
store at tellasda
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RSPCA
© Creating Careers Limited, 2015
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Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)
other and engage with our supporters, members
and users of our services, treating them with
respect at all times
...
l
To be compassionate, progressive and confident
in our dealings with the general public in order to
effect positive change
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2
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[3
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A variety of questioning techniques can be used to get the answers
you require
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Open questions are designed to encourage a detailed answer
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They can be good questions to use in certain circumstances
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Probing questions can be used when it is needed to find out even more about the
customers’ needs
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3
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[3
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Therefore it has a lot of
resources that can offer the final customer an outstanding service
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If for
example they have too many e-mails in a day there is a reserve team of customer service
agents of a partner consult firm that takes part of the overflow of communication
...
It is true that this costs the company a lot of
money and it is rarely used as a method to solve a day’s work load, but having such
considerable profits, allows Greencore to go the extra mile for their clients
...
In case of a problem, Greencore offers
exchanges or full refunds as it wants its clients to be loyal
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[3
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Happy customers spend
more and are loyal
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A problem which impacts Europe’s top 1,000 businesses’ profits by
€14 billion a year and creates cash flow gap of €274 billion
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All rights reserved
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And the more unhappy a customer is, the more likely they are to
delay or withhold payment (and in many cases, companies have no idea of the root
service issue which is the source of a problem)
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Yet, much of this profit ‘wastage’ is avoidable – if only the financial
impact of disjointed customer service and poor collection practices could be measured and
addressed in a holistic, cross-functional way
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These operations are
typically measured on the quality of their service delivery using metrics such as average
call waiting times, query handling and resolution, sales conversion rates, etc
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These metrics, however, skew a company’s understanding of its customer
relationships
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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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e
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Product life cycle
are at decline stage and product lose their appeal – sales decline by ‘killing off’ the
product
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Legal constrains influencing business goals also limiting their abilities to achieve expected
revenues of UK legislation and new regulations
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Consumers Credit act 1974 – state about protection of
customers licensing within control of traders providing credit services, supply goods on
hire or hire purchase
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g
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 Advances – selecting economical technology and office equipment uses and
reducing customers’ costs making an attractive service
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g
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 Training - in third sector organisations with volunteers can result poor customer
service of poor motivation influence on duties or services
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All rights reserved
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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]
A positive, “will help” attitude is important at all times but absolutely critical when the
customer is giving you negative feedback or complaining about the service they have
received
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You may try using the following phrases: • I can see how difficult
this must be for you
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• I understand how inconvenienced
you must feel
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Saying “I’m sorry” to a customer does not imply that
you or your organisation did anything wrong; it simply conveys that you are genuinely sorry
that the customer has had a bad experience
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When a customer is upset, they
want to express their feelings, and they want their problem solved
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The customer will be more prepared to
listen to you once they have ‘got their feelings off their chest’
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Let the customer know
that you understand why they are upset and that you are ready to help them
...


© Creating Careers Limited, 2015
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12

Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)
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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e
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Faulty equipment, too high product/service
price, poor quality or low service performance, delivery delays, poor product credibility or
worst technical support, human errors existed, and not enough information provided before
customer start use organisation products or services
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Since Greencore
delivers its products mainly by lorries it is badly influenced by traffic, weather conditions,
number of hours that can be maximum driven by an employee and so on
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2
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[4
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Don't get
defensive
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Repeat back what you are hearing to show that you have listened
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The more information you can get from the customer, the better you will understand his or
her perspective
...


Put yourself in their shoes
...
The customer needs to
feel like you’re on his or her side and that you empathize with the situation
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All rights reserved
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When a customer senses that you are sincerely sorry, it usually diffuses the situation
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Just say, "I'm sorry about that
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Become a partner with the
customer in solving the problem
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When complaints are moved up the chain of command, they become
more expensive to handle and only add to the customer's frustration
...

However, by employing these steps and taking the time to review the issue with the
customer, you can turn challenges into something constructive
...
Complete the table below by identifying ways in which complaints can be defused
before they escalate, using the different methods listed
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3]
Method

How to defuse complaints

Face to face

Be a good listener; Empathize with the customer; Remember
that other people are watching the interaction; Speak slowly and
lower your voice; Apologize; Notify your supervisor;
Make
a
promise
you
can
keep;
End the interaction on a positive note; Know when enough is
enough; Do not take complaints personally

Written (letter, email)

Respond quickly, because a lag in response may further
aggravate your customer's unhappiness
...
"
Reassure your unhappy customer
...

Express your concern and offer a sincere apology
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Set a date for a phone call or face-toface meeting
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Get the viewpoints of employees, team members or
anyone else who may have been involved inh the unhappy
situation
...
Your
goals are simply to get a handle on the facts in order to prevent
an issue from recurring in the future and to determine a
reasonable resolution to your customer's pressing issue
...
Allow her to vent her

© Creating Careers Limited, 2015
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14

Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)
frustration or discontent unhurriedly and without interruption
...
Propose a specific solution that would
relieve her displeasure quickly and meaningfully
...

Document the unfortunate issue, your follow-up discussions and
final agreement in a formal letter
...
Apologise again for the inconvenience
and dissatisfaction caused by the issue
...
If applicable, describe the measures
that you are instituting to prevent the same issue from
happening again
...

Via the telephone

1
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Difficult calls can catch you with your
defences down
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Pick up the
vocal cues that alert you to potential difficulties
...
Acknowledge their issue or frustration Show your
appreciation and use blameless apologies e
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“Thanks for taking the time to call”
Your objective is to let the customer know that you regret there
is a problem but that you are glad to hear about it
...
Actively listen
Don’t start thinking about how to respond
...
Make notes and don’t interrupt
4
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Often
people don’t explain themselves coherently and clearly when
they are emotional
...
Remember your
intention is to make them feel good about having contacted you
...
Find out what your customer wants
Some customers simply need to blow off steam (perhaps
justifiably) but don’t really expect anything to be done
...

6
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Yet this is a mistake some people make
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" or "You can't
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They only need to know what is
relevant to their own situation
...
And
don’t ‘rubbish’ your organisation’s policies, or get into a ‘them
versus us’ discussion
...
Close the call with confidence

© Creating Careers Limited, 2015
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15

Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)
4
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[4
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A well-handled complaint can
actually increase customer loyalty:
 Customers are more likely to use your services again or
purchase further products in future (and also sing your
praises)
 The use of 0800 numbers for reporting complaints
increases customer reporting of problems but also shows
your customers that you are sincere in wanting to know
about problems (improving your image)
 A study carried out by the Warwick Business School
revealed that 53% of examples of outstanding service
resulted from complaints handled well by a business
A well-handled complaint will also:
 educate a customer in the workings of your business
 ensure that your customer will be easier to deal with in
future contacts
 be an opportunity for you to impress your customer with
your sense of responsibility in business
• Reluctance to complain: One of the biggest challenges for
the NHS is tackling the "toxic cocktail" of reluctance by patients,
carers and families to complain, coupled with a defensive
response when people do complain
...

• A single complaints body: The PHSO has also called for the
creation of a unified, public ombudsman service
...

Courting controversy can be a valid way to raise awareness,
increase income or effect legislative or social change
...
But charities must be
alert to two key risks, which can far outweigh the benefits of
receiving complaints
...
And you must also be careful never to damage the
perception of beneficiaries because this can adversely affect
them - for example, by creating stereotypes
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All rights reserved
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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
...
5]
The key to effective quality monitoring includes six crucial steps:
1
...
Ask questions such as: are these
interactions related to the company’s goals and objectives, or are they related to
specific areas of concern such as customer attrition? This is where analytics comes
into play for the contact centre
...

2
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Apply the same quality standard
that is used for calls to text-based interactions like email and chat
...
Ask your customer what they think
...

4
...
Evaluate interactions to identify
skills gaps, and provide individual learning opportunities where there are
deficiencies
...
Do not view agent development as a one-off activity
...
Coaching is key to
consistent customer service
...
Measure your results and keep track of continuous feedback and evaluation to
monitor and measure progress
...
The
monitoring, measuring and managing of performance and service quality must remain a
priority, but the “voice of the customer” analytics, across multiple channels, is just as
important
...


Now that you have completed part 4 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
...
All rights reserved
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1 Identify customer service related legislation and
external regulations and how these may affect customer
service
5
...
3 Explain how the requirements of the Health and
Safety at Work Act (1974) are relevant to customer
service
5
...
5 Identify ways in which the security of customers and
their property can be protected
5
...
Use the table below to identify at least one example of customer related legislation
and at least one example of external regulations and how these may affect customer
service
...
1]
Legislation / external regulations
Data Protection Act 1998 -

Equality Act 2010 -

© Creating Careers Limited, 2015
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Effect on customer service
Means about information process by data
controller including obtaining, recording,
storing and holding to using or disclosing in
relation to company customers or
the
employees ‘personal data’ must be protected
and safe
...

Rights to individuals - access data held,
prevent processes from distress or damages,
direct marketing usage, and decision making
impact or credit checks
...
g
...

The company is responsible for maintaining
equality and diversity at work and to service
users by giving access to customers or
employees’ relevant policies and procedures
covering issues
...
e
...
Disability & sex discrimination,
employment equality, equal pay, race, religion
or belief, and guides dealing with unfairness
or discrimination issues
...

Breach of the act may result to disciplinary
action and apply legal procedures
...
Outline how business service improvements might be limited by legislation
...
2]
The new regulations ban traders in sectors from using unfair commercial practices towards
consumers
...
The Unfair Trading Regulations 2008 states that it’s illegal to make misleading
claims about the business, e
...
state onto the leaflets or brochures that Lush Cosmetics
Ltd production are the best in the world, as this is illegal of false statement
...

 Falsely state that product will be available for a limited time only, and so increase in
sales, that strip customers of sufficient opportunity
...

 Over promise and under deliver – fake claims about products that are able to cure
illnesses, disfunction or malformations
...

 Be faking goods – copied product from original manufacturer, when it’s not original
production
...

3
...
[5
...
At the same time employees also
have to take reasonable care for their own health and safety at work
...
They also have to
make sure that the health and safety of others is not affected by their actions
...
Issues might include hazardous
conditions, unsafe ways of working, or a near miss
...
The safety contact page is then used to
report back to their manager
...
All rights reserved
...
In relation to your current organisation (or one that you know well), explain the health
and safety responsibilities that individuals have when delivering customer service
...
4]
Your most important responsibilities as an employee are:
 to take reasonable care of your own health and safety
 to take reasonable care not to put other people - fellow employees and members of
the public - at risk by what you do or don't do in the course of your work
 to co-operate with your employer, making sure you get proper training and you
understand and follow the company's health and safety policies
 not to interfere with or misuse anything that's been provided for your health, safety
or welfare
 to report any injuries, strains or illnesses you suffer as a result of doing your job,
your employer may need to change the way you work
 to tell your employer if something happens that might affect your ability to work, like
becoming pregnant or suffering an injury
...
Identify at least two ways in which the security of customers and their property can be
protected
...
5]

Security of customers

Example 1

Example 2

Security of property

Legal duty to protect the health,
safety and welfare of your visitors
or employees - Health & Safety at
Work Act 1974
...

Sign-in processes for customer
visits premises and giving pass
number or code, also important
that he/she could be easily
indentified and protected from risk
or hazards by trained staff, also by
records keeping - the visitors within
business environment
...

Licensed premises - in pubs/clubs,
entrances can be ‘hot spots’ for
violence…e
...
encourage local police
officers to call in and talk to staff to
build relationships and give advice
...
’

‘Arranging an event or a concert,
festival, show, or private party,
Solo Crew can provide the security
resources to ensure the safety of
staff, the venue, and the guests
and general public who may
attend
...


© Creating Careers Limited, 2015
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20

Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)

















6
...
[5
...
Organisations have a responsibility to ensure that
their staff are kept informed of of changes to the law through induction programs and
regular training and information sessions
...

Attend training
...

Seek clarification of legal obligations and responsibilities from your line manager
...

If you notice that a particular policy is outdated or there does not seem to be a relevant
policy, there is a range of things you can do to help address the issue
...

In such cases it is good professional practice to do one of the following:
Notify your team leader or supervisor of the deficiency
...

Offer to assist the person or committee by reviewing and making changes to
existing policy
...

Given that policy and procedures are subject to change, it is important to understand the
role you might be able to play in this process
...

Ensure that your supervisor is aware of the activity, if you are contributing to the review of
policy or procedures, particularly if there is no reference to this activity in your position
description
...
You
might help gather information which will contribute to informed debate and decisionmaking with respect to the new or revised policy
...

You could provide feedback on proposals for new or reviewed policy and
procedures
...
You might
be asked to comment on a particular plan developed by a policy development team, to
ensure that all issues impacting on your work area are dealt with
...

You might promote discussion on the policy or procedure and lead small groups of
stakeholders in debating these issues

© Creating Careers Limited, 2015
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21

Customer Service
Unit two: Prepare to deliver excellent customer service (M/503/0324)

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

© Creating Careers Limited, 2015
...


22



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