This is assignment 1 for Unit 14 Customer Service that achieved a Distinction Grade from Pearson. It is high quality work with great structure and content for you to use this as a template to get a Distinction in Assignment 1.
,Contents
Introduction...........................................................................................................................................2
Customer service...................................................................................................................................3
Ryanair...................................................................................................................................................3
John Lewis partners...............................................................................................................................5
John Lewis meets the expectation and satisfaction of customers.........................................................7
Different types of customers.................................................................................................................7
Customer Personalities..........................................................................................................................7
Deal with complaints.............................................................................................................................8
Reputation.............................................................................................................................................9
Anticipation of good service..................................................................................................................9
Offering different options......................................................................................................................9
Reliable information of all service.........................................................................................................9
Word of mouth......................................................................................................................................9
Exceeding customer expectation through providing additional help and assistance..........................10
Offering discounts................................................................................................................................10
Consumer rights act 2015....................................................................................................................10
Supply of goods and service act 1982..................................................................................................10
Equality act 2010.................................................................................................................................11
Data protection act 2018.....................................................................................................................11
Mispresentation act 1967....................................................................................................................12
Improvement on John Lewis customer service provision....................................................................12
Customer profiles................................................................................................................................12
Data on products and services purchased...........................................................................................13
National census survey........................................................................................................................13
Quality circles......................................................................................................................................13
Customer feedback..............................................................................................................................14
Staff survey..........................................................................................................................................14
Mystery shopper..................................................................................................................................14
Recorded and sharing information......................................................................................................15
Benefits from improving customer service at John Lewis....................................................................15
Bibliography.........................................................................................................................................16
,Introduction
Investigating Customer service for Ryanair and John Lewis and why it is important to provide
excellent customer service. Describe different customer service delivery for John Lewis and Ryanair
which will later be used to examine customer service for a selected business and can it meet the
expectation and satisfaction of customer. This will be analysed and evaluated for the importance of
customer service provision. Finally, methods of research will be used to make improvement of
customer service provision which will be analysed and evaluated to evaluate the improvements and
performance.
, Customer service
Customer service is advice and assistance given to customers who are buying a product or service.
Internal customers are stakeholders who work within the company that buy products and services.
While external customers buy products and services but are not directly involved in the organisation.
Ryanair
Ryanair is an airline company that is ultra-low cost and founded in 1985. The company is Europe’s
largest low fares carrier and operates in 27 countries. The company started with 15 flights a day in
1985 and now does over 10 million passengers. The owner is Michael O’Leary and is a PLC which
means public limited company. Ryanair is committed to low air fares and can provide passengers
with low cost and high efficiency of the airport. The headquarters is in swords in Ireland and its
primary operational bases In Ireland and London.
The company started with providing air flight travel and now offers a range of products and services
like car hire, hotels, events & activities. Ryanair was founded by Tony Ryan, Christopher Ryan and
Liam Lonergan. The two Ryan’s where brothers and decided to make the company because they
wanted cheap flights for customers. In 1985 when it was founded, they carried 5,000 passengers in
its first year which than a decade later grew so big that they the largest in Europe and now fly
passengers on Boeing 737. The CEO Michael is all about cutting expenses for the company that will
lead to the company producing as much as bigger companies with small input, which is one of his
philosophies to building a successful company like Ryanair.
The company went public in 1997 which led to being on the stock market and being a PLC. Turning
to a PLC led the company to having higher aims and objectives, Ryanair’s aim and objective is to be
firmly established as Europe’s leading low-fare scheduled passenger airline and continues to expand
to be the low-fare service. This makes their operation being more Effie to for their missions s their
main goal is to be affordable and Europe’s leading airline.
Ryanair has 2,400 daily flights from 83 bases. These flights go to over 200 destinations and 40
countries with 460 aircrafts. In 2020 148.6 million passengers was recorded in 2020 which makes
them a leading company in aviation with low fare.
The company makes roughly 1.6 billion euros in 2020/2021 which was increased by 134 percent over
the last 10 years. However, the company went into negatives in 2020/21 for net provide of -1,015
million euros.
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