assesed work

Learner name

Meriem Dissi

CACHE PIN

ULN

Assessor name

Mr Mohammed Forhad

Assessment method

Direct observation

Evidence of Written Answers(EWA)

√

Professional discussion

Recognition of prior learning

Reflection on own practice

Other (please state below)

Expert Witness evidence

Date of Activity: Follow the rules to deliver customer service

1.1

Why it's important to follow organisational practices and procedures that relate to their customer service work?

Policies and procedures are designed to influence and determine all major decisions and actions, and all activities take place within the boundaries set by them. Procedures are the specific methods employed to express policies in action in day-to-day operations of the organization. Together, policies and procedures ensure that a point of view held by the governing body of an organization is translated into steps that result in an outcome compatible with that view.

1.2

How to recognise the limits of what are allowed to do when delivering customer service?

Mostly all Limitations from authority or company, where we work. For an Example, in my work place once I am dealing with a customer with an refund issues, as far as my organization concern i am not allow to refund unless ask my supervisor or senior staff during work. Refund Exchanges Refunds, Discounts, Returns, Specialist knowledge, Complaints, Health and safety Issues like i always need to inform responsible person for any accidents and Special orders and who to refer to, example: Experienced colleague, Supervisor, Manager, Specialist.

1.3

Explain how they protect the security of information about customers

Store all customer files in a safe and secure location. For an example while customer paying by their debit or credit card, i must not sharing their card information and any other information...