Essay
Unit 14 - Assignment 1 MERIT
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Investigating Customer Service Tesco & McDonalds Includes: P1 P2 P3 M1 M2
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Unit 14 – Investigating CustomerService
Sophie
, P1- Describe the different approaches to customer service delivery
in two contrasting businesses.
Customer Service is about the relationships the business has with their customers before,
during and after the purchase. By having an excellent customer service this will make the
customer want to return and in turn reflects positively on the company / business. Without
customers, there is no business, and no profit will be made. There is three main traits and
skills an employee needs in order to provide an excellent customer service which are good
communication skills, patience and excellent company knowledge.
Examples of different customer service skills in different service roles and duties when
dealing with customers:
Type of Business Role Customer Service Duties
Construction Painter and Decorator Ensure that any mess that
has been made from the
decorating has been cleared
up and respect the customers
premises e.g. by not
smoking. Protect any
furniture by using coverings
and ensure you are listening
to the customers wants /
needs.
Delivery Driver Delivering customers items This service can range from
delivering food to customers
and ensuring they are
following food safety
measures or delivering
parcels and ensuring that the
item arrives to the customer
in a timely manner and not
damaged / broken.
Beauty Salon Receptionist Listen to the customers and
ensure they are booking the
right timeslots for them,
manage diaries and provide
refreshments and make sure
the customer is comfortable
and happy.
Tesco
Tesco is a multinational groceries and general merchandise retailer which was founded by
Jack Cohen in 1919 when he was selling groceries from a stall in the East End of London.
Cohen made £1 profit on his very first day and 5 years later the Tesco brand was
established in 1924 when he bought a shipment of tea from Mr. T.E Stockwell. Tesco now
has 6,553 stores worldwide and has over 476,000 employees. Tesco has now become the
nation’s favorite supermarket as they started from humble beginnings and therefore their
customers can relate to them and makes them want to shop there for the best deals and to
save money. Tesco is the most prominent multinational groceries and general merchandise
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