Essay
unit 4 customer service p1 & p2
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Essay of 6 pages for the course unit 4 customer service at PEARSON (both p1 & p2)
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Task 1 S1:The two businesses I have chosen are Halifax and river island the reason I chose these two
businesses are because they both provide a different service and use customer service in a
range of different ways. Th first business I have chosen is river island they are a high street
fashion brand with over 300 stores based in the UK the first store having been open in 1948
by Bernard Lewis and his brothers, river island is a private company which is currently
owned by the Lewis family the retailer has approximately 5,353 employees they also have a
strong online presence attracting a number of employees from around the UK and wales.
The second business I have decided to choose is Halifax, Halifax is a British bank operating as
a trading division of Bank of Scotland. It was first founded as a building society in 1853 the
bank allows people who bank with them to deposit and withdraw money and allow you to
open a bank account within there branch there are different ways in which you can
communicate with the bank including telephone , mobile, in branch and postal.
Step 2:
Both originations I have chose use customer service to create a relationship with their
customers and stakeholders. When researching the definitive term for customer service I
had found the definition ‘the assistance and advice provided by a company to those
people who buy or use its products or services’. With both originations they use similar
techniques. customer service is vital in all businesses and companies as it tells people about
your brand and company if you argue with a customer or if you start shouting at a customer
it will bring your reputation down even if the customer is in the wrong retailers have to stick
to ‘the customer is always right’ even if there not. With both Halifax and river island they
provide assistance and use a service in which customers are able to fill in complaint forms if
they felt like the level of service wasn’t up to their satisfaction as a organisation this will
help them to see what they are doing wrong a organisations and they are able to take them
complaints ne make sure the service is better for next time if they don’t communicate with
them in a professional way it will cause the reputation to become bad and unprofessional
which will lose them customers.
Step 3:
When working in an organisation it is important to work as a team. Different roles will
contribute to the success of the business roles are allocated to different people who qualify
for each role an example of a key role is a sales advisor in this role you have to deliver the
best customer service to all customers. The main role in River Island is the manager they are
the lead to making sure everyone works in a team and effectively creates a professional
service for their customers. Another key role is the store manager they are the ones who
are responsible for every part of the store their key task is to connect with their customers
so having good customer skills is vital in order to achieve that goal. I believe there team is
very effective in making sure customers are satisfied they also make sure every role is key
and not seen as lower than another as a organisation you don’t want to thing a managerial
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