Identify at least two factors that could affect the reputation of your current organisation or one that you are familiar with. All organisations have a reputation.
Reputations are formed by the ways in which people experience a product or service, by positive and negative comments, and by what is said about that organisation in the media. Coustomer service- Good customer service can lead to customer loyalty and retention, thereby helping to increase the bottom line of an organisation and increase brand awareness. It can also lead to improved staff performance. Staff who pay attention to the brand of an organisation are more likely to be engaged and motivated, and are more likely to present the brand effectively to customers.
Staff can greatly influence the reputation of the organisation they work for. Section 2 — Understand employee rights, responsibilities and organisational procedures. 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.
Rights and responsibilities Why are they important? Employee rights -work in a place where any potential risks to health and safety are properly controlled; — Free access to protective equipment 2.
Employee responsibilities -act in accordance with the policy of health and safety in force in the company; — in the case of using machines to avoid wearing jewelry and loose clothing;.
Give details of employer and employee rights and responsibilities under the Health and Safety at Work Act. This applies in particular to the provision and maintenance of systems of work, and covers all machinery and equipment used at work.
First aid and accidents. Employers have the responsibility of ensuring the minimum first-aid provisions are in place, including a first aid box and someone who has been appointed to deal with first aid situations when they arise. They must also report certain accidents and cases of ill health or work-related disease.
They must keep records electronically or in an accident book of these incidents. People at work also have a duty under the Act to take reasonable care to avoid harm to themselves or to others by their working practices, and to co-operate with employers and others in meeting statutory requirements.
The Act also requires employees not to interfere with or misuse anything provided to protect their health, safety or welfare in compliance with the Act. At the heart of this legislation is the recognition that everyone has a responsibility for health and safety in the workplace. These documents should be annotated to highlight the relevant sections. Outline how the Disability Discrimination Act relates to employment. 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.
Describe the procedures followed by your chosen organisation in relation to equality and diversity. Your answer should include details of any monitoring that takes places and documentation used. Describe at least two different types of career pathways that may be available within a customer service role.
Identify a range of sources where a person can find information and advice on the customer service industry, occupations and career progression. In your current organisation or one that you are familiar with , what methods of learning are available to help with career progression?
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. Explain how new customer service situations can help with self development and career progression. Section 4 — Understand how employees are supported within the customer service role. 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. 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: Issue Sources of support Equality Health and safety Career progression. Please answer all of the questions in this Section in relation to your current organisation or one that you are familiar with.
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 Policies Procedures. 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? Explain how employees are involved with and consulted on changes to the principles, procedures and policies within the organisation.
Once you have completed all 5 Sections of this Assessment, go to www. In our care setting, working with autistic vulnerable adults with challlenging behaviour, duties and responsabilities are a bit different from many other similar care settings.
Although we all adhere to same legislations and follow same sets of rules, our duties also include fare share of "educational" skills and approaches to individuals, that we care for, in a more supporting manner than just personal care.
Type of recruitment and selection CIMB Group Holdings Berhad will conduct two types of recruitment in the form of internally and externally. In the recruitment and selection process, the management usually will request Human Resources department to decide certain circumstances such as approval, resigned and retired.
The table below shows the type of recruitment in the form of internally and externally. Type of Recruitment SourcesInternally This essay is going to give my views and opinions on how working practices and patterns have changed and the impact these changes have had on the employment relationship.
There many areas one could have examined when discussing the employment relationship, perhaps beginning with Taylor and scientific management to work life balance, but for the purpose of this essay, I'm going to begin by briefly The contract of employment which contains the terms and conditions of employment must be given to anyone who starts a new job.
They must be given within 2 months of starting the job. The contract of employment is important because it contains key information about your employment that you need to know such as you hours of work, the main terms and conditions of your ICT keeps the world turning, from the keeping us warm to cooking our food; computers play a fundamental part in our lives.
Don't get me wrong: We like it when we get good service and we hate it when we get bad service. It's just not what we care about. Last year I was working in Florida when I realized our old dryer had eaten the collar of the dress shirt I had intended on wearing. I was going to pick up a new one that night after dinner. But dinner with the team ran long and before you knew it, most of the stores were closed or closing. I started to panic. A colleague jumped on his smartphone; he had an app for this.
He typed in "men's dress shirt" and a list of nearby places popped up. He called the first one. They were closing but said they'd stay open until we got there.
He asked my shirt size and color preference and said he would pull one for me. He called back and said we could do the transaction over the phone and he would have the shirt pressed and meet us in the parking lot.
It wasn't a nanosecond after hanging up, having given him my credit card number, that I realized I probably just paid a lot for this shirt. As I pulled into the parking garage I thought to myself, "How bad could it really be? When he met us in the garage and handed me the bill, I nearly choked. And since the tags had been removed to iron the shirt, of course it was non-returnable.
Now, as much as I am an idiot for letting panic drive my purchasing, let me be clear: This was the best customer service I have ever received while purchasing a shirt. AND I will never buy anything from that store again. In the same way, it doesn't matter how much we smile, empathize and even love our customers.
They come to us for results, not service. If we cannot get them their results, the service is meaningless. It's the same reason we go our for fast food.
The meal's mediocre at best, the purple-haired kid at the register with DEATH tattooed on his knuckles turns out to be the manager, and let's not even talk about the nutritional value of the food. But we keep going back: It's fast, cheap, and allows us to get to the next event on time.
It is the result we are after. A good bridge starts with the right pipes. Assuming we are providing something our customers actually need which is another blog post altogether , how do we provide it faster and better? How do we make customers happy? We get them in and out of the DMV in one minute visit. We answer their questions correctly the first time. We give them an application that's easy to understand and easy to complete. The bridge is less about service and more about getting them the result they're looking for more quickly.
Public Sector Customer Service is a unique challenge with managers asked to continually improve service delivery against the backdrop of diminishing resources.
Public sector service is different than customer service in the private sector. This interactive training course / workshop / seminar / program addresses best practice giving great government service.
In a drive to improve customer service, earlier this year the UK government launched the Customer Service Excellence (CSE) standard. Neil Davey explores what impact it is having in the public sector - and what the private sector can learn from it. Jun 13, · When I first started working in the public sector, "customer service" was being touted as the key to improve how government can improve. If .
Firstly, low level of customer service in public sector organisations may result in willingness of customers to complain about the standard of service they had received, and this in turn will result in extra expenses for both, government and customer, in the forms of lost time, all the possible applications, phone calls, travelling, and even court proceedings involved. Contents 1 What is customer service excellence? 2 2 The business case 3 3 Public sector drivers 5 4 Designing customer services 7 5 Engaging your people