Unit 14: Investigating Customer Service Assignment 1: Distinction* graded quality work with great structure and content for you to use this as a template to get a Distinction in this Assignment 1. this meets all the criteria: P1 - Describe the different approaches to customer service delivery in co...
UNIT 14 – INVESTIGATING
CUSTOMER SERVICE
Learning Aim A
,Unit 14 – Learning aim A
Describe the different approaches to customer service delivery in Curry’s PC world and Netflix
Introduction
Customer service is a service that employees offer to customers to help them out. Customer
service relates to providing assistant and advice for customers provided by Curry’s PC World
and Netflix for people who buy or use their products or service.
Selling tangible goods Curry’s PC World
Curry’s PC World takes several approaches to customer service such as:
Ensuring product knowledge
Effective selling skills
Staff product knowledge of products
Curry’s PC World ensure that staff are trained on the Products. Curry’s PC World do this by
ensuring all employees are trained on the specifications of the latest iPhone and Apple products
such as Washing machines, phones, TVs, speakers, fridge, Computers. This means that most
employees will have a good amount of product knowledge. This means that employees will
have better chances to make a sale to customers as they will be more able to persuade a
customer to purchase a product. Therefore, being able to close more sales and increase sales,
which will increase the number of sales produced.
Effective selling skills
Avoiding jargon
Curry’s PC World’s employees have effective selling skills by avoiding jargon, this means that
customers get a simple answer which increases clarity for them. The information and content of
products and services are easier to understand, this means that customers are going to have a
better experience of customer service. This will lead to customers being loyal to Curry’s PC
World and coming back in the future for more products and services.
Body language
Curry’s PC World employees have effective selling skills by having good body language when
they are speaking to a customer in the store. By having good body language, it shows to the
customer that the employee is engaged and listening to what they are saying. This provides
customers with a feeling of a more tailored customer service experience. Therefore, this is likely
to increase the customers shopping experience and they are more likely to purchase a product
and leave the store as a satisfied customer.
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, Unit 14 – Learning aim A
Introduction
Businesses that offer non-tangible services like Netflix deliver their customer service in a
different way compared to Curry’s PC World. Such as only providing their customer service
through email, live chat and a call centre but not face to face as they do not have a physical
store.
Selling non-tangible services Netflix
Netflix takes several approaches to customer service such as:
Ensuring product knowledge
Effective selling skills
Staff product knowledge of services
Netflix ensure that staff are trained on how to provide customers with customer service by
making sure that they have knowledge about the payment systems and methods and how to
resolve any potential problems that may occur with a customer’s Netflix account or their
payment methods. This means that employees will have a better chance of helping a customer
with their enquiry as most customers that have an enquiry it is related towards their account or
payments. Therefore, customers will likely be more satisfied with their call customer service or
email customer service and use Netflix service again or refer them to others and spread positive
word of mouth.
Effective selling skills
Being reliable
Netflix are reliable as they have a live chat that is available for 24 hours, 7 days a week which
means customers can contact Netflix for assistance whenever they need to, from wherever
they are. Netflix also provide an email for customer support which customers can also contact
with enquiries and Netflix will get back to them as soon as possible.
Product knowledge
Another effective selling skill that Netflix use are knowledge of the services that they sell,
customers will have many questions about services and want to know which services are the
best value for money. For example, choosing a payment plan for the basic, standard, or
premium account. This means that employees at Netflix will know all the specific information
about services, this will lead to customers having a better understanding of services and
knowing what they want to buy which will lead to the employee gaining commission from their
sale.
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