Customer Service Essay Example

Customer Service Essay You should use this file to complete your Assessment. †¢ The first thing you need to do is save a copy of this document, either onto your computer or a USB drive †¢ Then work through your Assessment, remembering to save your work regularly †¢ When you’ve finished, print out a copy to keep for reference †¢ Then, go to www. vision2learn. com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number. Please note that this Assessment document has 13 pages and is made up of 5 Sections. Name: Hayley Nash Organisation: Which organisation(s) are you basing your answers to this assessment on? If you are currently working, you may wish to base it on the organisation which employs you. Argos Distribution Centre Can you provide a brief description of this organisation? (Please note you will not be marked on this; it is simply to provide your tutor with a brief outline. ) Argos are a large retail company who provide products and services to the general public. Section 1 – Understand the factors that affect an organisation and the customer service role 1. Complete the table below with a description of the products and services for at least two commercial organisations, public organisations and third sector organisations. Please ensure you provide a description for each organisation, rather than a list. |Organisation type |Name of organisation |Description of products and services | |Commercial |Amazon |A large online retail company that provide a range of products from| |organisation | |ebooks, toys, games etc. | | |They allow the public to sell items on their website. | | | |They designed the Kindle and provide ebooks to be downloaded. | | |They also provide a company called lovefilm which provide an | | | |entertainment collection of films, tv programmes and games to rent | | | |from them. | |Commercial |Essex and Suffolk Waters |Essex and Suffolk Waters provide water to the public and work place| |organisation | |properties. | | |They treat the water to make sure it is safe for consumption. | | | |They take regular test samples dir ect from customers homes and the | | | |water mains. | | | |They fix leaks and promote the wise use of water to help customers | | | |and the environment. | | |They provide water butts and other adaptions for the home. | |Public |Basildon Council |Services provided are social housing for the local community. | |organisation | |Environmental – Refuse and recycling for each resident. Street | | | |Care. | | |Leisure – Marinating and providing Sport Centres, Youth Clubs, | | | |Swimming Pools, parks and playing fields | | | |Support – Aid with housing, council tax, advice to the elderly and | | | |the running of centres to support them. | | |And many more. | | We will write a custom essay sample on Customer Service specifically for you for only $16.38 $13.9/page Order now We will write a custom essay sample on Customer Service specifically for you FOR ONLY $16.38 $13.9/page Hire Writer We will write a custom essay sample on Customer Service specifically for you FOR ONLY $16.38 $13.9/page Hire Writer Public |Basildon Hospital |Basildon Hospital provide health care for the local community. | |organisation | |Patients are referred by their GP to attend day clinics for their | | | |health problems. | | |The Hospital provide X-ray, CT and MRI department to assist | | | |Consultants with their diagnosis. | | | |An A E department for emergencies that arise. | | | |A maternity ward for soon to be mothers. |Third sector organisation |The Princes Trust |The Princes Trust provide practical and financial support to the | | | |young people who are unable to support themselves. | | | |They support the young people by helping them develop their skills | | | |and giving hem confidence to move into work or education. | | | |They provide courses, training and work experience. | |Third sector organisation |Cancer Research Uk |Cancer Research provide information and support to patients and | | | |families. | | |They have information supporting research and trials. | | | |They organise fund raising events to raise money and the awareness | | | |of cancer to help with the research of developing cures for all | | | |types of cancer. | | |They campaign on behalf of patients to receive cancer drugs, | | | |screening and to reduce the amount of tobacco. | 2. Complete the table below by describing the differences in customer service between commercial, public and third sector organisations. You should outline customer service roles in each organisation and highlight the differences in how customer service is carried out across these organisations. Organisation type |Description of customer service and | | |the differences between organisations | |Commercial |Customer service is extremely important in these organisations if they don’t get it right it could be the end| |organisation |of their business. | |They base their business on loyalty, the need to understand the customer and what they want from them as a | | |company. | | |They concentrate on the way staff treat their cu stomers and the service they provide. | | |Ensuring the customer is satisfied even when making a complaint. |Public |Satisfaction is a big part of the customer service in public organisation. | |organisation |They work using customer service charters, here the constant improvement of quality and access to their | | |services will ensure the customer is satisfied. | | |They aim to invest in the right services required and that will be of benefit to the community. | |They will use surveys to evaluate where they need to improve. | | | | |Third sector |Care and support is mainly the aim for third sector organisations. | |organisation |As most people providing a service for these organisations are volunteers they tend to lack in customer | | |service skills. | | | | | | | | | | | | . 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. Customer service is key to this co mpany, without fantastic customer service they would not be able to stay afloat and would go out of business. There whole company is aimed at the general public and if they are not happy with the service provided they will find someone else who will. Everyday Argos try to maintain good customer service by providing the products the customer wants and if unable to do so will put that product on special order so that it can be picked up the following day, that all products provided by the company are damage free and working, if in the unfortunate event this doesn’t happen they will happily refund and provide the customer with another product. Sometime the box which the product comes in is damaged but the item isn’t but the customer doesn’t want it, it is their duty to exchange for another product or if it is the last product in store the manager can offer a discount. They have a customer service email and phone number you could contact if the frequently answered questions do not resolve your issue. On their website there is lots of information retaining to shopping at Argos, this should provide the customer with all they need. 4. Who are the major competitors to your current organisation (or one that you are familiar with)? Established national specialists, such as BQ, Wickes and Focus in home improvement. Currys and Comet in consumer electronics and domestic appliances. MFI and IKEA in furniture. Smyths and Toys R Us in toys. H. Samuel in jewellery. Woolworths and Wilkinsons across broader general merchandise. Supermarkets, such as Tesco, J Sainsbury and ASDA Online retailers such as Amazon. co. uk and Ebay. 5. Identify at least two factors that could affect the reputation of your current organisation (or one that you are familiar with). Out of Stock items – If items are constantly unavailable customers will become dissatisfied and will no longer shop there. Poor customer service – Uninformed staff and unable to provide answers to problems and questions, will upset customers. Section 2 – Understand employee rights, responsibilities and organisational procedures 1. Use the table below to give details of employer and employee rights and responsibilities under employment law and the importance of having these (consider the importance to the organisation, employees and customers, where relevant). You should include at least two employer rights / responsibilities and at least two employee rights / responsibilities in your answer. Rights and responsibilities |Why are they important? | |1. Employer |They are important so that employees do not feel discriminated against | |Equality and Diversity, to make sure policies and procedures are put |in anyway and that they are treated by their capability to do the job | |into place and that each employee is up to date and aware of their |rather then there Sex, Age, Sexual Orientation etc. |rights. | | |2. Employer |This is important so that it protects their employees from having | |Health and Safety, It is the employers responsibility to safeguard |accidents at work. | |their employees, any contractors or vistors to the building and to make|To make sure employees are only work the hours allowed i. . where I | |sure equipment and staff are kept up to date. |work we are not allowed back into the warehouse after finishing a shift| | |until 10 hours have passed. | | | | |1. Employee |It is important to make sure they have a copy of their contract as this| |Employment Contracts |states what you employer expects from you and what you can expect from | |The Employer needs to make sure the employee has a copy of their |your employer, if there are any problems you can refer to the contract | |contract within 2 months with the required details for that specific |to make sure they are upholding the contract and visa versa. It will | |employee. also give all the information about your role, duties, hours, holiday | | |etc. | | | | |2. Employee |This is important as every work place need to be free from any form of | |Equality and Diversity. Aside from being the employers responsibility |discrimination and that every employee feels comfortable in the work | |Employee have a duty of care here too. place. | |It is important that they follow the companies’ policies and adhere to | | |their procedures, that they are being respectful to those who are | | |diff erent from themselves and that they report any form of | | |discrimination to the appropriate member of staff. | | | | | | | 2. Give details of employer and employee rights and responsibilities under the Health and Safety at Work Act. You should include at least two employer rights / responsibilities and at least two employee rights / responsibilities in your answer. Who? |Rights / responsibilities under Health and Safety at Work Act | | |It is the employers responsibility to make sure their staff get their hours and rest required for them to work | |Employer |safely. i. e. night workers cannot work an average of more than eight hours in each 24 hour period, a minimum 20 | | |minute rest break if their working day is longer than 6 hours. | |Employers must provide adequate and appropriate equipment, facilities and personnel to enable first aid to be given| |Employer |to workers if they are injured or become ill at work. The minimum first aid provision is: a first aid box and an | | | appointed person to take charge of the first aid arrangements. First aid provision must be available at all times | | |whenever people are at work. | |Health and Safety Rep, Every worker is a health and safety rep whether or not they hold the title, it is their | |Employee |responsibility to make sure all health and safety aspects within the company are adhered to and that they report | | |any issues that arise so they can be dealt with quick and safely. | |Misuse – Employees are required not to interfere or misuse any equipment provided by the company to protect their | |Employee |health and safety and that of others. | 3. In relation to your current organisation (or one that you are familiar with), describe the organisation’s procedures for health and safety and any relevant documentation that is used. If possible, provide relevant health and safety policies / documents from the organisation to support your answer. These documents should be annotated to highlight the relevant sections. In my current work place you are issued with a booklet describing the health and safety within the warehouse, they have appointed and trained Health and Safety Reps on every shift to monitor and deal with any occurrences, there are forms throughout the warehouse for any member of staff to fill out and report a mishap, accident or safety issue. We have briefs on any health and safety changes and there is a Health and Safety board with all details of any information required also photos and names of all Safety reps. PPE equipment are supplied by the company and only trained members of staff are allowed to operate machinery. All Llops and Fork Lift trucks are operated by a pass card issued to a trained driver so that only they can switch them on. If any health and safety is breached then that person is removed from the department or suspended and investigated, once the investigation is complete depending on the outcome, they either return to work, have to be retrained or will be asked to leave the company. 4. Outline how the Disability Discrimination Act relates to employment. The Disability Discrimination Act makes it unlawful to discriminate against any employee or job applications based a person’s disability. They are responsible in making sure there is no discrimination within the work place, this also means that they must make adjustments for people with disabilities. They must not treat a disabled employee any different from another employee for a reason relating to their disability without justification. 5. In addition to the information provided in the questions above, identify the other key legislation that specifically relates to your chosen organisation and its industry as a whole. Other legislation within the company are: Manual handling: Manual Handling Operations Regulations 1992 †¢ First Aid and Accidents: First Aid Regulations 1981 and the Reporting of injuries, Diseases and Dangerous Occurrences (RIDDOR) Regulations 1995 †¢ PPE equipment: The Personal Protective Equipment Regulations 1989 †¢ Risk Assessments: Under the Management of Health and Safety at Work Regulations 1999 †¢ Slips, trips and falls: A range of laws cover these in the workplace, Health a nd Safety at work 1974 and the Management of Health and Safety at Work Regulations 1992 and Workplace (Health, Safety and Welfare) Regulations 1992 †¢ Near Misses Substances and Gases: Control of Substances Hazardous to Health Regulations 2002 †¢ Equipment Use: i. e. Reach Truck The Provision and Use of Work Equipment Regulations 1998 (PUWER), The Lifting Operations and Lifting Equipment Regulations 1998 (LOLER) †¢ Noise in The Work Place: The Control of Noise at Work Regulations 2006 6. Describe the procedures followed by your chosen organisation in relation to equality and diversity. Your answer should include details of any monitoring that takes place and documentation used to support this monitoring. Argos are committed to being an equal opportunities employer and providing a safe and healthy environment for their employees and if free from discrimination, harassment and victimisation. Respect for each of these is key to their business principles and they promise to their employees that they will always seek to †¢ Treat them fairly and encourage respect an support for one another †¢ Prohibit any discrimination on the grounds of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership. Prohibit all forms of bullying, harassment and victimisation. †¢ Facilitate flexible working arrangements where practicable, to support employees with care responsibilities outside work. †¢ Ensure that disabled employees and job applicants are treated with respect and dignity, taking all reasonable steps to enable them to be employed and to continue in employ ment where they are able to perform the functions of their jobs. They are diversity awareness stretches beyond our consideration of equal opportunities and takes into account the infinite range of individuals’ unique characteristics and experiences, such as communication styles, career, work, life experience, educational background and other variables. They focus on tapping the talents of people from this huge scope of backgrounds, experiences and perspectives as a means of improving their workplace environment and productivity. Team Managers are responsible to ensure their department are free from discrimination of any form and if any grievances are brought to their attention to do a thorough investigation. Depending on the outcome of the grievance file notes are put onto the employees file, if their findings require they will inform the appropriate authorities If an employee requires certain need they make sure they meet them. i. e. A Muslim employee required a room so he could perform his obligatory prays throughout his shift this was provided to ensure his needs were meet. Section 3 – Understand career pathways within customer service . Describe at least two different types of career pathways that may be available within a customer service role. †¢ Customer Service Consultant: Handles enquires from our members and employers across a range of functions. The experienced gained will provide the employee the knowledge to advance them to then next stage in their career ( Senior ) †¢ Senior: T he next step up form Customer Service Consultant. The employee’s role here provides expert knowledge across a range of employer and member functions and is also a reference point for any other staff members for any escalated service issues. Regarded as a subject matter expert in their team, the opportunity here further demonstrate the qualities of the employee and shows the willingness to lead by taking on more roles. With more training and experience would lead them on to a Team Leader role. †¢ Team Leader: From being a Full-time Assistant the employee could prove their skills to manager a number of Senior and Consultants, a Team Leader develops and maintains the skills and knowledge of the team, acts as a role model for them to aspire to, and focuses the team on achieving operational success. Training may be available to prepare them more for this role to help gain knowledge and more relevant skills for them to take on more responsibilities, as they gain experience and with further training could then be promoted to Call Centre Manager. †¢ Call Centre Manager: If the employee proves themselves the next step is the Call Centre Manager. They play a critical role in further developing and leading a strong customer service team that consistently achieves objectives and works toward conserving and growing the funds membership. Responsible for optimising the capabilities of all team members and achieving high levels of staff satisfaction. This role will require the manager to have the relevant qualifications and sufficient experience in the industry, training is always crucial as roles and functions change year to year. Argos †¢ Warehouse Operative: This role is to pick and pack orders while working efficiently and effectively as part of a team. To keep the work area clean and tidy while maintaining high levels of Health and Safety standards. You will need to communicate with the Team Leaders and achieve the targets set out by them. Your duties will involve regular repetitive light, medium and heavy lifting, attention to detail, a good standard of numeracy. The aim is customer satisfaction. With experience gained and possible training the employee can go forward as a Team Manager. †¢ Team Manager: Responsible for operational targets, youll be expected to make the best possible use of all allocated resources and to ensure the team complies with all appropriate processes. Leading, allocating and monitoring work, youll use your strong interpersonal skills to encourage your team and help them to achieve their goals. Youll also look at improving operational performance in terms of service and cost, which will require an awareness of the financial context and how the functions of a distribution centre influence the overall retail experience for the customer. As this job requires a level of understanding and communication with employees this will help evolve your career, training will benefit and further your career into its next stage as Shift Manager. Shift Manager : Co-ordinating all shift activities within a fast-paced warehouse operation, you will motivate and lead a group of Team Managers – and, indirectly, up to 300 colleagues at peak times in order to achieve operational targets through optimum use of available resources. The way you do things and the decisions you make will have a visible impact on the whole business, its culture and its c ustomer offering and once they have gained further training and experience will lead then to the role of Operations Manager. Operations Manager: An operations manager plays a vital role in ensuring that the day-to-day operations of a business run smoothly. They are responsible for ensuring that effective methods are put into place so that the company of employment runs to its maximum productivity. The main responsibilities of an operations manager include handling the logistics of the organisation, preparing budgets and inventories, and overseeing the supervision of employees. The job holder will be expected to harness a working environment which encourages team work, energy and creativity. To achieve this, they should have strong leadership and excellent problem-solving skills along with good communication skills. This role requires someone with the ability to think on their feet and make quick decisions with little hesitation. Once proving themselves and training the next promotion will take them to General Manager. †¢ General Manager : Oversee activities directly related to making products or providing services. Direct and coordinate activities of businesses or departments concerned with the production, pricing, sales, or distribution of products. Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement. Manage staff, preparing work schedules and assigning specific duties. Direct and coordinate organizations financial and budget activities to fund operations, maximize investments, and increase efficiency. Establish and implement departmental policies, goals, objectives, and procedures, conferring with board members, organization officials, and staff members as necessary. Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes. Plan and direct activities such as sales promotions, coordinating with other department heads as required. Determine goods and services to be sold, and set prices and credit terms, based on forecasts of customer demand. Locate, select, and procure merchandise for resale, representing management in purchase negotiations. 2. Identify a range of sources where a person can find information and advice on the customer service industry, occupations and career progression. | | |Information relating to: |Source(s) | | |The Institute of Customer Service (ICS) has a range of information about the customer | |Customer service industry |service industry. Their website contains information on the industry and occupations | | |and their qualifications could aid career progression. | | |Talk to the HR department of your workplace. | | |There are many websites that provide sources of information. | |Occupation |Your line manager may be able to provide you with information relating to the | | |occupation. | |Public Libraries will also be able to provide this information. | | |Your company handbook, team manager and company intranet site will be able to provide | |Career progression |information about career progression. | | |Our information board at work offers a range of possible vacancies within the company | | |to advance your career. | 3. In your current organisation (or one that you are familiar with), what methods of learning are available to help with career progression? At work the union have dedicated people to help with many qualifications these range from learning to speak fluent English as some workers are from Poland and Hungary to an ICT course to allow you to build up your computer skills. Other than that the only other way to work your way through the company is to learn different departments. When a vacancy is available it is posted on the jobs board and here you apply for the job, once you have been accepted you learn the job as you go. . In your current organisation (or one that you are familiar with), what is the procedure for accessing formal learning programmes? What is the procedure if an application for access to learning is refused? If possible, provide relevant organisational procedures to support your answer. These documents should be annotated to highlight the relevant sections. No-one is refus ed to learn through the union programmes every opportunity is given for you to access these course and if they happen to fall into your working hours you are given time to go to these classes. 5. Explain how new customer service situations can help with self-development and career progression. Customer service situations are really beneficial to any person wanting to develop their career. Each situation is different and this requires you understand the customer and their needs. The more situations you come across the more experience you will gain and this will broaden your knowledge and help deal with situations better, will develop your problem solving skills, help you learn from any mistake you make, learn the organisation you are working for, manage clients and employees and help you use the skills and knowledge you have learnt. Section 4 – Understand how employees are supported within the customer service role 1. Identify a range of sources where a person can find information and advice on employment rights and responsibilities. You should identify at least three sources of information in your answer. Union: Any union can provide an employee with information and advice on their employment rights and responsibilities and how to deal with any issues. Citizens Advice Bureau: These will have advice on employment rights and some of the responsibilities within a work place. Employees Handbook: In these books the information about your rights and responsibilities are written down for you to refer to whenever it is required. 2. Complete the table below, identifying the representative bodies related to your chosen organisation / industry. You should also include details of the main roles and responsibilities of these bodies and their relevance to the organisation / industry. Representative body |Roles and responsibilities |Relevance | | |The role and responsibilities are to ensure |They are relevant to Argos as they take a role | | |that the employees are being treated fairly, |in dealing with health and safety in the work | |USDAW |raise any issues of concern, secure the best |place, and the workers rights are upheld. |Union Representative |terms and conditions, provide information and |They give the workers a voice. | |support and pro tect the employee | | | | | | | | | | | | | | | | | | | | | | | | | | 3. For a customer service role in your current organisation (or one that you are familiar with), use the table below to provide details of the support that is available in relation to the following issues: a) Equality b) Health and safety c) Career progression |Issue |Sources of support |Equality |Any issues that arise in the work place are dealt with by the Team / Shift Managers or the union. | | |There is advice on the boards in the comm’s area and the handbook details how, when and what to do when a| | |situations arises. | | | | |Health and safety | | | |Health and Safety is the responsibility of each individual of the company. | |We have health and safety reps who are there to offer advice and support as and when needed. | | |Team and Shift Managers are available to offer advice. | | |The health and safety board it the comm’s area if full of information on what, how, when and who you need| | |to talk to or do in any situation that occurs. | |Career progression | | | |Our Team manager will support any staff that wish to take their career further within the company. They | | |offer departmental training, training on a different department and will talk to the Shift manager when | | |an employee shows potential in an area of work to further their career. | | |HR department also offer advice and options on furthering your career. | | |Also the companies’ intranet site. | Section 5 – Know the organisation’s policies and procedures Please answer all of the questions in this Section in relation to your current organisation (or one that you are familiar with). 1. Use the table below to describe the main principles, policies and procedures of your chosen organisation. You should also include details of documentation used to support these principles, policies and procedures. | |Description |Supporting documentation | |Principles |Their aim is to maintain a working environment where employees |Support documents can be found on their website and in a | | |will be treated with respect, to be able to raise any issues or|pdf document. | | |concerns without fear of reprisals and are not subject to any | | | |form of stress. | | | | | | | | | | | | | | | | | | | | | |Policies |Argos are a large retail company and they have many policies |Information supporting this is found on the | | |put in place to ensure a safe and fair working environment, the|homeretailgroup. com website. | | |way they work and the employee’s needs. | | | |Some of these are Disciplinary matters, equal opportunities, | | | |misuse of company property. | | | | | | | | | | | | | |Procedures |If for example you have a complaint the first step is to talk |All of these procdedures can be found in the employees | | |to your team manager, if you are still not satisfied you then |handbook or contracts. | | |talk to your shift manager if it is still unresolved then the | | | |union is the last step. | | | | | | 2. How are the organisation’s principles communicated to employees? Explain this below. All the information about the employers principles are held within the companies handbook, on the comm’s board, on their website and the staff trainer communicate this when you join the company. 3. Outline the policies and codes of practice that are adopted by the organisation. How are employees made aware of these policies and codes of practice? Argos have developed a comprehensive policies for all their employees covering a broad range of employee needs from ways of working to ensure a safe and fair working environment. |Bribery and acceptance of gifts |Covered in Gifts, Hospitality and Entertainment policy and guides, the | |Home Retail Group Business Principles booklet and the  employee handbook. | |Community and charitable involvement |Covered on the Home Retail Group Intranet. | |Data protection |Covered in data protection policy and financial services data protection | | |policy (available on the Intranet and from HR). Also covered in the | | |employee handbook, emplo yee contracts, and department specific | | |procedures. |Disaster/emergency |Procedures covering what to do if Head Office or store premises are unfit| |recovery  procedures |for use due to a disaster or emergency. | |Disciplinary matters |Covered in the Argos /  Homebase  disciplinary and appeals procedures, | | |employee handbook and employee contracts. | |Equal opportunities |Covered in the Business Principles booklet and Equal Opportunities policy| | |(both available on the Intranet) and in the employee handbook. |Misuse of company property |Covered in the employee handbook, employee contracts, and in the Business| | |Principles booklet. These include the use of email and Internet policies. | |Security of staff and property |Covered on the Home Retail Group Intranet. | |Staff grievances |Covered in the Bullying and Harassment policy and Argos / Homebase | | |grievance procedures, the employee handbook and employee contracts | |Stress |Covered in Home Retail Group Business Principles and the Home retail | | |Group intranet. | |Staff safety |Covered in a staff handbook outlining safety advice wh