Commercial: This usually known as a private sector and includes organisation. Such as retail, hospitality, and leisure. The commercial sector is motivated to making profit and increase profit, attract new customers and build on existing relationships. Customer service focuses on sales and after sales service - supporting the customer before, during and after their purchase to ensure their needs are met.
Public: Public services organisations such as NHS, police, hospitals, fire service,
housing departments and other organisations which provide services to the public and
are not necessarily profit making. Customer service will focus on the quality and level of
Service being provided in the main, dealing with and solving problems.
Third Sector: It is mainly voluntary or non-for profit organisations. These are also
Known as social enterprises and could be charities, community groups, trusts and
cooperatives but still selling services and goods. Customer service focuses on supporting individuals and groups, helping them rather than selling to them.
Question 2. Describe the differences in customer service between these commercial, public and third sector organizations.
The difference is that the commercial sector is motivated towards making profit and increase profit, attract new customers and build on existing relationship, however the public sector are not necessarily profit making because they provide service to the public.
The aim of customer service in the commercial sector is to differentiate the business from others, to make it stand out and create a distinct business identity. But the public sector customer service mainly focus on the quality and level of service, dealing with and solving problems. On the other hand an important part of customer service within charities is communicating information with donors and volunteers in order to thank them for their efforts and donations.
Question 3. Outline the role of the customer service...