Exam (elaborations)
Exam (elaborations) Unit 14 - Investigating Customer Service
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Exam of 4 pages for the course Unit 14 - Investigating Customer Service at PEARSON (P5 p6 m3 d3)
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Learning aim c: Demonstrate customer service in different solutions,using appropriate behaviors to meet expectations.
P5 -Review own customer service skills, identifying gaps where improvements
could be made
Strengths of face to face
For many companies travel and meeting budgets were the first to get cut back when the
recession hit but travelling to meet a client or candidate shows them that they’re worth your
time and money, and vice versa. The more face-to-face communication you can have, the
better. It is better because you will have their undivided attention also you will be able to
record their answer. Another reason face to face meeting are much are better is because there
is a lower to minimalized chance of miscommunication also the points will be presented the
way they should there won’t be any people that will later go and say that they presented
themselves in a rude or inappropriate email.
Weaknesses to face to face
There are many disadvantages of face to face meetings especially if it is a large company which
means that they have little time to as they have to manage all their business across the world
and could not find the time to fly to another country and discuss a meeting. Furthermore,
another disadvantage is that it is harder to portray your ideas in a room full of people as you
may not be given their undivided attention in therefor if the people are not listening you will
not be able to get your point across. Lastly in a face to face meeting people could be fatigued
from the time spent to travel and become tired and possibly create arguments.
Strengths for telephone feedback
One of the strengths of telephone calls over face to face is that they could be done anytime and
they are much easier to organize and take shorter amount of time. They can also be recorder if
any further information needs to be looked over. This can leave the customers happy with the
service as it was done quickly. They will know that they can rely on it again and know that it will
be done professionally, meaning that they will return as they know that they trust that
company to be time worthy.
Weaknesses for telephone feedback
One of the weaknesses for telephone calls is that some people tend to not pick up calls from
the numbers they do not recognize. This makes it impossible to get through to some people
limiting the number of customers. If you get through the questions asked must be simple as the
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