CUSTOMER SERVICE UNIT 14 ASSIGNMENT 1 (FF3NBUS1W1))
Institution
PEARSON (PEARSON)
in this assignment im talking about the different way JD and Nandos use to approach customers and how their customer service uses different approaches. All P1 P2 P3 M1 M2 D1 D2 are covered in this assignment as its up to a distinction level
- Examines the customer service approaches/process in ...
CUSTOMER SERVICE UNIT 14 ASSIGNMENT 1 (FF3NBUS1W1))
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In this assignment I will be creating a report and examining the customer service approaches
in two contrasting businesses. I will also be analysing how these legislation and regulations
impact customer service.
P1/
Customer service is experience that a customer gets from a firm ensuring that your
customers are satisfied with your service and products this usually takes place when
customers buying something or when the customers comes for help and advice customer
service can take place in the form of a phone call, in person or at self service systems.
In customer service there are four key roles
Retail: Customer service in retail is ensuring that customer satisfaction and all needs from
customers are met and they are happy with the service they’re getting when needed.
Receptionist: make bookings for users or either arrange meetings and events
Construction : the customer will keep the users house clean
Mechanic Auto mechanics are people that fix and repair vehicles of all kinds they would be
able to offer their customers repair services.
role in JD is to ensure all customers are satisfied with my expectations of being able to offer
them help without having them the need to ask and my role is also to meet customers’
expectations of me as an employee at JD. Nando’s is where I like to have my lunch break
and in comparison, the customer approach is very different, and both have very different
policies in comparison with each other.
JDs sport Approach to Customer Service
JD is a retail shop that sells all types of clothing accessories its approach to customer service
is quite easy and simple as the company thrives to keep professionalism with its employers
as every employer is meant to have a good friendly approach towards the firms customers
as building a good relationship with each customer is key to make JD more successful as this
would make the customer keep on coming back for more because of the friendly services.
JDs key goal is to be able to give customers good experience and to do this the JD sports
that would need to ensure the sales assistants are actively approaching customers and
questioning them if they need any help with finding any specific product.
Having Teamwork is a crucial element for JD sports as they need to thrive to have clear
communication between each other to help fulfil the customers demand to deliver good
service will attract more customers which would maximise the firms profit the reason why
,team work is a key element at JD as delivering good team work will result in delivering good
customer service which would satisfy the customers expectation and also there would be
less problems between employees if they thrive to have good team work and clear
communication.
JD have various types of customers ranging from children’s clothing to teenagers and
family’s that come in looking for their favourite type of clothes with all different kinds of
fashion the firm first started out by just selling lothes relating to sports but over the years
they have managed to expand their type of clothing for formal manner looks aswell such as
by adding jeans into their store has
JD builds relationship with their customers by providing inexpensive next day deliveries
service that makes customer feel that the shop is more reliable in comparison to other
clothing shops.
JD has Global Opportunities
“The JD Group is currently looking for the brightest talent to join the team
in a variety of Group roles situated at our Head Office, Distribution Centre
and across our Retail Stores.
As our business continues to expand globally, we continue to search for
driven and talented individuals who love what they do and are passionate
about taking the next step in their career.
We respect each member of our team and everyone is encouraged to put
forward their ideas, regardless of how big or small, as dynamic thinking is
what drives this business to be competitive. Our brand ethos is all about
innovation, creativity and competitiveness and therefore, we love to hear
from people who share those values.
We inspire our people to reach for the highest levels of performance. All
employees are highly skilled, self-motivated and in constant pursuit of
perfection when delivering business objectives. Opportunities to progress
arise quickly for those people with the right qualities and ambition.
We encourage our people to constantly seek ways to improve our
performance. This means challenging the way in which we merchandise,
sell product and manage the business and being forward-thinking in
suggesting logical yet unique solutions. Problems are solved and
opportunities seized by people working together from all levels of the
organisation.”
JDs ad for recruiting people highlights that they need good
professionalism that are friendly towards every person and can manage to
make good beneficial decisions or the company that will maximise profits
the importance of meeting customer service is very crucial as if customers
are not satisfied with the customer service expectations the firm would
,lose loyal regular customers as they would feel like their needs and
expectations haven’t been met so they would be more influenced to start
shopping n rival competitors stores where customers expectation is met.
Organisation rules are very important as every employee needs to follow
the firms personal policy rules such as respecting each other and having
dynamic thinking to succeed forward in the business this is to establish
creative ideas that the employee has which the firm can benefit from
having good mutual respect for everyone would lead to better customer
service as customers would feel valued and acknowledged because of
respect regardless of their age, gender , disabilities and etc .
JD staff must have specific selling skills to help the firm succeed therefore they need to have
prior knowledge with the shops items such as the latest shoes to keep professionalism with
the store and this would also influence the customer to buy the product the employers
should also have a selling skill such as influencing customers to buy products and make
recommendations for accessories if customers are buying an example of this could be if a
customer is buying shoes the sales assistant can make a recommendation for the customer
to also buy an accessory such as “crep protect” that would protect the users shoes and keep
them clean this way the employee would be helping the company maximise profits whilst
also attracting and influencing the customer to purchase protection for their product.
This online review of the store JD shows that the user has given JD a 5 out
of 5 star rating for service which means this is a satisfied customer who’s
never had an issue with the store and the customers’ demands and
expectations have been met so the customer is satisfied with JDs
customer service which the store provides.
JDs customer service expectation is to always approach customers before
they seek for help this can be done by staff members actively
approaching customers as soon as they have entered the store so the
customer feels good that the staff is willing to provide help and offer
services without the customer having to ask and go out of their way for
help by doing this staff members increase customer satisfaction which
end results in maximised profits.
Nando’s Approach to customer service
, Nando’s is a restaurant chain which was founded in 1987 and they offer a wide range of
food to offer for their customers. For the customers in Nando’s the employees need a
certain level of skill to help serve their customers which would attract them to the
restaurant and would influence them to keep coming back if they’ve had a very great
experience with the place before the certain skills the restaurant would need is to able to
take down customers order very quickly as they get a large amount of customers lining up
to purchase their food.
This is an important skill as some customers that don’t get their food on time would be
angry and complain about the restaurant which would lower the reputation of the business.
Another key skill that waiters are expected to have is to be able to carry a lot of plates
without falling as if plates and drinks were to fall it could be a health and safety issue and
could also cause injuries to the customers nearby that’s why its very important for the
waiter to be able to carry stuff without it falling and breaking.
The customers at Nando’s are also meant to be respected by all members of staff and are
expected to get a friendly treatment so they customers can receive a good experience from
the restaurant which would attract them to become regular customers because of the good
relationship the firm gives with their good skill sets of customer service. Having Team work
and good communication between the chef and waiter is also a key component as if the
waiter gives the wrong order o wrong person the customer would complain or if the chef
makes the order wrong it could result in a unsatisfied customer which would also ruin the
business reputation.
Customer service approach in Nando’s is very different as the employees don’t actively
approach their customers as they do in JD this is to let the customer have some time to
think about what they want on the menu so the customer expectations quite different in
comparison to JD where customers are actively getting approached and reached out to.
The store has customer service roles that asks customers how many people are dining in to
book a table number for them to eat in this allows the store to maximise the number of
people dining in as the customer service place seats and tables depending on the number of
people eating in.
Another way the staff provides effective customer service is by being very friendly towards
their customers and listening to what they have to say carefully which satisfies the customer
as they fufil any demand the customer has from the worker. Nandos provide training to
their newly recruited staff to ensure the new staff members know what they’re doing and
are following nandos guidelines the staff are expected to know these guidelines but training
will be provided so the staff members can get their hands on things and keep
professionalism with the customer.
Nandos is in the food chain restaurant industry which is different from JD which is in the
retail industry so approach to customer service would be a lot different to one another as JD
would actively approach customers where as Nandos would approach customers not as
much as they don’t want to put pressure on the customers to buy something from them as
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