Unit 4 Principles of customer service. Assignment title: What is customer service?
This document explains how two contrasting businesses provide customer service. As well as how reliable and consistent they are. There is also a fact sheet explaining the impact of different legislation within a busi...
Btec business level 2- Unit 1- enterprise in the business world- learning aim A
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Unit 4 - Business Communication
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What is customer service?
Unit 4 Principles of Customer service
Task 1:
P1.Describe the different types of customer provided by two selected businesses.
Customer Service is a process where businesses support customers needs and
want, that helps to make their experience more enjoyable and different.
A business makes more profit by offering a good customer service because
increases their reputation, customers, and profit. A good customer service also
makes you stand out of your competitors.
First of all, I will describe the different customer service provided by the two
business:
McDonald is a big company that provides fast food in many different restaurants all
over the world. They offer hamburgers, chips, drinks, desserts, and salads. They
have a huge number of customers of all ages and nationalities.
To satisfy their customers they offer various type of menus at low prices to allows
people to choose what is suitable for them and what they like. McDonald is a very
innovation business that is constantly dedicated to create new hamburgers and other
products and that’s what customers like. Customers know what they have the
opportunity to taste new things in their favourite place at a low price.
We also need to consider that all their restaurants are located in the perfect place,
near shopping centre, universities, town centre, where people are more likely to go.
This is an advantage because the probability of entering in one of their restaurants is
very big.
They have a goal of serving all orders in the shortest possible time, doing this
,customer fall in love with the business because any customers like to wait a lot for
their food. If that happens the company could lose customers.
So with Mcdonald, customer know and trust that they are going to consume the best
product at the best price, good, tasty and quick. The business is consistent and
professional in what they do and in how they make customers feel comfortable
because they study what customer want and need, then they create it and provide it
to the clients.
In all their restaurant they provide facilities for customers to make their experience
more pleasant. For example, their toilets are equipped with baby-changing facilities
and highchair for babies to make it easier to bring babies to their restaurants and
they also provide special toilets for disabled people. Offering free wifi and phone
charging customers spend more time in premises so if they stay longer they will
spend more money and attract more customers. Sitting alone in a restaurant can
make people feel quite awkward but with wifi, customers will feel happy to be alone.
Due to free connection, the number of sales will increase because helps differentiate
the business of competition. Customers will prefer a restaurant with wifi available, so
providing free wifi means an advantage over others.
In some of their restaurants, they offer table service making customers feel satisfied,
grateful and special. Workers are friendly and nice to the customer, always with a
smile on their faces. They also offer a drive-thru service opening 24 hours a day,
allowing customers to make their purchase without leaving their cars. Customers
order the food through a speaker and receive their order and make the payment
through a window. That’s very comfortable for customers because if they do not
have time to go inside the restaurant this service covers customers expectations.
Mcdonald's is a nonconformist and consistent business always looking for the
happiness of customers. So this time they developed a new service called
Mcdelivery. In some of their restaurant, they are offering delivery service for those
who can’t get to them. With the Uber Eats app customers can order their favourite
meal allowing people to enjoy Mcdonalds at home now. With this delivery system will
guarantee more sales for the business and customers will always trust them.
They also create ways to attract young people and children by including gifts in each
menu and creating a playing area for kids, tablets to entertain children while they
wait for food to make their experience more fun. Thus, parents can trust the reliability
of the restaurant and visit them many times again.
In addition, to build reliability in customers they have a website advertising all their
new products and services. They also advertised on television, so customers don’t
need to go to one of their restaurants to know what's new.
Despite its geographic variety, the brand is actually very consistent, with a lot of
,attention to detail to ensure the values are applied globally. For example, the name
of the restaurant is adjusted in Japan, they call it ‘Makudonarudo’ because sound
more attractive in Japanese.
They also apply the rule that says that the customer is always right because when it
comes to deal with complains they apologize and give them a compensation.
Asda is a supermarket that has stores all around the country. They provide
groceries, clothing for kids and adult, home items, and different types of service to
cover customers need.
The supermarket apart of groceries or clothing they offer services such as mobile,
personal loan, photos, a wine shop, optical service and more. For example, with the
mobile service, they offer different SIM tariff, so customers can choose that suit their
needs. Their wide variety of bundles means that there is something for everyone, so
customers feel that the business thinks about everyone needs and expectations.
Having a support department for each service to help the customer with any doubt
they may have to conduct them to the right place.
An Asda personal loan provides you money when you need it. Customer chooses
how much they need and for how long, help them to compare loan and rates easily,
so the customer doesn’t cancel their plan of a holiday, home improvement, a new car
or whatever they need. With a loan service customers trust the supermarket every
time they need them, making them feel safe and relief. That sort of service creates a
reliable relationship between customer and business because money is necessary of
life and with Asda customers have the opportunity to ask them for the best loan offer.
In addition, the supermarket provides pet, car, van, home and over 50s life insurance
to protect customers of any difficult moment that may come up.
The supermarket has an exclusive range of designer glasses and contact lenses for
adults, teen and kids. They care about the customer eye health and by providing eye
test and a large range of prices in glasses, the customer can be sure they can trust
Asda.
After providing their services, the supermarket asks for feedback to know that the
customers think about their products and services. They use social media and their
website to get in touch with customers. This process helps to identify areas for
improvement and make specific changes.
All their members of staff are friendly when it comes to dealing with customer face to
face providing information in order to help and be able to give advice. They are
, consistently checking is customers are happy with the process of purchasing and
ordering. For example, with the new technology, they have a system where the
customers can scan and pay the purchase with an automatic cashier machine, so
workers help customers with any doubt when they try to use the new machine to
ensure a rapid service. So the word consistent refers to how they always (all the
time) behave in a positive way for the benefit of the business. Another example that
could show their consistent is when worker helps customers to pack their bags to
show that they care about them.
Asda policy is to put customers first in any situation, so they make sure the product
is delivered correctly and on time. They also make sure that the product is safe and
reliable. In the premises, they have parking cars where customers can keep their
cars closer to the supermarket, plus they provide space designated for disabled
people. The purpose is to generate facilities where all kind of people can easily have
access to the supermarket and with this increase the number of customers.
Asda also takes complaints seriously and deal with them as quickly and simply as
possible. If the business agrees with customer's complains they will find a solution
and put things right for the customer.
M1. Compare how two selected businesses satisfy customers.
Asda and Mcdonalds are different businesses, and they can be compared with
different roles. For example, in Mcdonald, the front counter is a facing role because
interact with customers face to face with the customers. The responsibility is to
ensure that the customer gets what they want. The cashier wears a uniform to show
professionality, they also must be friendly with the customer, always with a smile in
order to satisfice the customer. They have the duty to ask the customers if they
would like something else with the objective to guide them and provide them with
their best offer. They cover their expectations by being quick and efficient.
They attend to an external and internal customer. The internal customer is the
customer that beyond to the company, that means that the worker also buys and
consume the products and services of the company, for example, the host, the
kitchen crew, the drive-thru front counter, the delivery driver, cleaners. And behind
the scene, we can find the roles of marketing, finance, business strategy, human
resources and new product development. In the case of Asda, an internal customer
would be cleaners, managers, cashiers, customer care assistant, bakers, counters,
personal shopper, delivery driver, security guard and so on.
The external customers are all the rest of the visitors which are not part of the
company. When the front counter interacts and communicate directly with a
customer they need to show that they know that they do, their attitude can make a
big difference in the customer's experience and really influence sales. The worker’s
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