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Business studies unit 4
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Unit 4: Investigating Customer ServiceWhy is it important to provide excellent customer service?
-Learning Aim A: Explore how effective customer service contributes to customer service
-Learning Aim B: Investigate the methods used to improve customer service in business
Criteria:
LAA- P1, P2, M1, D1
LAB- P3, M2, D2
Introduction:
In this assignment I will be drafting a report that will explore how effective customer service
contributes to customer service and I will be investigating the methods used to improve customer
service in business by using two contrasting businesses.
The two contrasting businesses I have chosen to evaluate on how they supply customer service
are McDonalds and NHS (non-profitable organisation)
McDonalds corporation is an American multinational fast-
food chain, founded in 1940 as a restaurant ran by Richard
and Maurice McDonald. They had started of small and local as
a hamburger stand which is one of their best-selling items to
this day and later turned the company into a franchise which
had then got world-wide with a variety of different items
varying from halal foods such as Mcplant, Vegetable Deluxe,
Veggie Dippers-4 pieces, The spicy veggie one etc. The business runs in over 100 countries such as
China, Germany, UK and Australia, with their headquarters in Chicago (USA).
NHS (national health service) is a publicly funded healthcare
system in England and is one of the four national health care
services in the United Kingdom where it is a non-profit
organisation, and they supply free health service, this is different
from America as they must pay for each visit depending on how
bad the injury is. This is funded by the government when we pay tax most of it goes towards health
care for all legal residents in England. It was formed on 5 th July 1948 and has been running since then
with many different improvements such as the machines they use to test on people. Some hospitals
are made to remember important people in history such as queen Elizabeth hospital in Birmingham
which has 1213 beds in total.
, 4/A. P1: Describe the different approaches to customer service delivery in different industries.
Customer service is the aid that employees give to customers once they buy a product from their
store or negotiate on an item.
Employees must follow a set of rules and procedures such as health and safety lessons as this is
important in a workplace and each employee must know this depending on whatever their role is in
that workplace. These may be formal or informal requirement such as the way they have to dress in
the workplace as if it is an office both men and women need to wear formal neat clothes whereas in
an informal area such as a club a DJ would be able to wear informal clothes as there is not a certain
outfit that is assigned for the job other than casual wear. If employees are unclear about the tasks,
they must complete they may forget to do those tasks that are important and repeat different ones
that they have already done. Legal requirements in a workplace include paying employees minimum
wage guaranteed by their age, making sure that health and safety procedures are in place and
before opening the workplace make sure there is not a hazard that could harm anyone. People
should be able to dress how their culture teaches them and this would be an informal rule that they
cannot change there may be certain rules set in place just because of where the business is found
this could be based on the area and the people that are there.
This is much different from suppliers as they may communicate face to face or on the phone. For
example, in a hospital a receptionist would talk on the phone or in person to help book an
appointment as they are trained to do this, they also can communicate with you from text to make
sure you are aware of the dates and when you need to attend that certain area like an appointment
with a doctor. Another example would be if you go to a play area there is a certain limit that you can
stay in the area depending on how much you pay, they provide you with a wristband which has a
certain Colour and once the timer runs out it is their duty to make sure that each person who had
one with that certain colour leaves at the right time. All businesses manage customer service in
different ways, but they all need to make sure that they all customers get the expectations that they
have to be received by making sure that you put them first and deal with their problems in a simple
way which will provide them long term causing them to keep coming back and increasing your sales
while there happiness to be part of the community.
There are different ways that customer service can be presented as each business is different for
example: in banks they do not provide face to face sessions where they can help with problems as
most of them are focused online with their websites and it depends on what the problem is people
are also able to call the bank from certain timings when they are open for example NatWest is open
24/7 although there may not be anyone there it is still possible for people to call them while putting
money through machines. Whereas in a call centre communication there are many limitations, and
they usually have a script that they have to follow so this usually doesn’t be much help and some call
centres may have specialist, but it depends on the problems you are having and if they will be able
to help you again in a certain time period.
Both McDonalds and NHS have different approaches to customer service. McDonald’s runs in the
hospitality sector as they only look at simple things that are needed in food retail business such as
being able to communicate to customers in a former manner and being able to serve food. They also
must make sure that each employee follows a certain script such as: what would you like to order?
Can I get you anything else? Will you be eating in or take away? this is a good thing that they offer
eating in or take away as customers would not have to wait for 30-60 minutes just for food and they
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