BTEC Business Unit 14 Assignment 1 - Why is it important to provide excellent customer service?
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Course
Unit 14 - Investigating Customer Service
Institution
PEARSON (PEARSON)
This is the full BTEC Business Unit 14 Assignment 1 - Why is it important to provide excellent customer service Coursework document. This candidate received a Distinction mark for this assignment. Please do not copy this assignment and submit as your own, as you will risk being disqualified from th...
UNIT 14 ASSIGNMENT 1
Please do not copy this assignment and submit, as you will risk being
disqualified from the course
, Unit 14 Assignment 1
Contents
Introduction...........................................................................................................................................2
Amazon vs Tesco...................................................................................................................................2
3 Ways Amazon and Tesco meet Customer Expectations.....................................................................2
The Amazon Effect.............................................................................................................................2
Tesco..................................................................................................................................................3
Types of Customers...............................................................................................................................3
Internal Customers............................................................................................................................3
External Customers............................................................................................................................4
Special Requirements........................................................................................................................4
Customer Expectations and Satisfaction for Amazon............................................................................4
Importance of responding to customer needs...................................................................................4
Offering different options..................................................................................................................4
Offering additional products and services.........................................................................................5
Reputation.........................................................................................................................................5
Reliable information and service.......................................................................................................5
Customer Complaints............................................................................................................................6
Customer Relationships.........................................................................................................................7
Amazon Regulations and Legislations....................................................................................................8
Code of Practice.................................................................................................................................8
Health and Safety............................................................................................................................10
Data Protection................................................................................................................................10
Equal Opportunities.........................................................................................................................11
Sale of Goods...................................................................................................................................12
Most impactful evaluation of legislation on customer service............................................................12
3 Ways Amazon Monitors Customer Service.......................................................................................13
Analysis of Monitoring Methods..........................................................................................................16
Evaluation of Benefits of Improvements to Customer Service to Amazon..........................................16
Evaluation of Benefits of Improvements to Customer Service to Customers......................................17
Evaluation of Benefits of Improvements to Customer Service to Employees......................................18
References...........................................................................................................................................19
, Unit 14 Assignment 1
Introduction
In this report I will be discussing the reasons on why it is crucial for a business to have good
customer service. I will also be discussing how specific businesses provide great customer
service and how this leads to the business success.
Amazon vs Tesco
Amazon.com, Inc. is an American multinational conglomerate which focuses on e-
commerce, cloud computing, digital streaming, and artificial intelligence. It is one of the Big
Five companies in the U.S. information technology industry, along with Google, Apple,
Microsoft, and Facebook. Tesco plc is a British multinational groceries and general
merchandise retailer headquartered in Welwyn Garden City, England. It is the third-largest
retailer in the world measured by gross revenues and the ninth largest in the world
measured by revenues.
Amazon and Tesco are similar, yet very different businesses. They both have excellent
customer service, and all provide the best of the best for their customers. However, they
operate and focus on different sectors in the market. Amazon’s mission statement is to
“serve consumers through online and physical stores and focus on selection, price, and
convenience.” Amazon’s vision statement is “to be Earth’s most customer-centric company,
where customers can find and discover anything they might want to buy online, and
endeavours to offer its customers the lowest possible prices.” Tesco’s core purpose or
mission is to “We make what matters better, together.” Its values, mission and vision are
interrelated and operate as a whole shaping the identity of the company.
3 Ways Amazon and Tesco meet Customer Expectations
The Amazon Effect
Fast delivery - Amazon makes customer’s lives simple by offering next day delivery, or even
same day delivery on some occasions. Amazon Prime members can get fast free shipping on
millions of items, as well as discounts on various other shipping methods. With just a small
fee every month/year an Amazon customer can receive their order within the next day for
no extra charge. This fast-shipping time has truly changed business for Amazon, as it
attracted a lot more customers as everyone is getting sick of long shipping times from other
retailers; everyone wants their order as soon as possible, even if it may require a bit of extra
cost monthly. This helps meet customer needs as they are providing a faster delivery service
to customers compared to their competitors.
Featured products - Changing your homepage frequently with seasonal or themed products
will keep your website up to date and attractive. Or take it to the next level by showing
customers products that are relevant to them based on their previous shopping habits.
Amazon has this amazing feature on their website which recommends products to their
customers that are related to their recent searches and orders. This leads to more sales for
Amazon as they are promoting more items to their customers. This is a factor of customer
satisfaction as customers are shown new products related to their interests, which they
might find and didn’t even know that they needed. This satisfies both the customer and
Amazon.
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