Exam (elaborations)
Exam (elaborations) Unit 14 - Investigating Customer Service
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Exam of 9 pages for the course Unit 14 - Investigating Customer Service at PEARSON (P1 p2 m1 d1)
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Learning Aim A Jack CollinsP1 describe the different approaches to customer service delivery in two
contrasting businesses
Customer service- The process of ensuring customer pleasure with a product or service.
Frequently, customer service takes place at the same time as performing a transaction for
the product/service, this can include creating a sale or returning an item. Customer service
can take the shape of face to face, a smartphone call, self-provider structures, or by means
of other manner. In this unit I will be discussing the two contrasting businesses- one is the
NHS that is non-profit organization, that helps England’s public society and the alternative is
Tesco that is in the retail industry.
Tesco operates heavily in the retail industry and shipping commercial enterprise, which qis
primarily based in the United Kingdom and other countries such as Ireland with over 7,000
shops around the sector. In the United Kingdom, they offer a huge range of products, such
as clothes and a good variety of groceries. The famous retail stored began in 1919 and has
grown to be one of the largest retail industries globally. The store offers a huge number of
gadgets, groceries, wines, domestic electronics, and DVD/video games sales. There are
numerous special regions within Tesco such for potential employees to work at such as,
marketing human assets, finance, production and administration.
Tesco’s overall satisfaction towards customer service, through different services includes -
Receptionist deals with the day to day needs of the consumer. Allowing for the
consumers to be satisfied with any types of enquiries they’ve had, giving Tesco a
good reflection for its customer service.
Their shop floor customer provides providing help for customers and providing
information about the different types of products they have. Ensuring that the
customer enjoys their experience, increasing the chance of them shopping again.
The Tesco security guards ensures the day to day shopping of the customers for
Tesco’s, through dealing with any types of chaos etc. Through this it allows Tesco’s
clients to have a safer shopping experience, though letting them know that they are
shopping in a safe environment.
Also, Tesco has their ‘’contact us’’ help line, that help customers deals with different
types of problems. Allowing Tesco’s clients to feel acknowledged, allowing
consumers loyalty to be increased, contributing towards good customer service at
Tesco.
In contrast, the National health service (NHS) is a non-profit organization. The company
operates in the United Kingdom, such as England, Scotland, wales and Northern Ireland.
The corporation become first proposed by Henry willink in 1944 and it is based in
England and wales in 1946 and Scotland and Northern Ireland in 1947.The organization
offers free health services so like dental care, mental health care, personal health care
etc. This is through the taxes that the UK citizens has to pay to the government, as the
government funds the NHS allowing for it to be free for all UK citizens. Now there are
168 NHS hospitals across England in today’s society.
, Learning Aim A Jack Collins
NHS overall satisfaction towards customer service, through different services includes-
Nurses, who is trained and equipped must look after and help patients that may
need help with any personal needs. This is good as this shows that the Nurses in
the NHS are looking after the maintenance of their patients through making sure
that they are in good health.
The ambulance service team enables the hospital team to provide assistance to
people who are far from the facilities. This is good as this shows the reliability of
the NHS, contributing towards good customer service.
The administration team keeps track of any appointments made by clients. This
allows for the NHS to run efficiently, through making sure that there are no
delays being made/ mistakes being made.
The doctors look after the personal health with the various types of patients. This
is good as this shows that the doctors cares about the personal safety of the
patients, giving the NHS a good reflection.
The importance of teamwork-
Teamwork contributes towards advanced performance and productivity. Ultimately, whilst a
set of individual’s works collectively, in comparison to one, they promote great ideas and
are capable to complete tasks quicker/efficiently because of many minds intertwined on the
identical goals and goals of the business. Teamwork helps solve problems. For example, if
the sales in Tesco’s aren’t doing well due to certain external factors, Tesco’s sales team will
come out different solutions to promote sales. Such as discounts on certain products or
items where you can’’ buy one get one free’ ’Whereas, with the NHS the company would
use team work to increase reliability of the hospital, for example there are long waiting
times in the hospitals. Now they are coming up with solutions to fund more staff members,
to deal with this issue. Allowing teamwork to come up with solutions with various types of
issues.
The importance of following organizational rules and procedures
Guidelines and procedures are an essential part of any corporation. Collectively, regulations
and procedures provide a day to day guide for various types operations. They make certain
compliance with legal guidelines and rules, provide steering for choice-making, and
streamline internal tactics. Although, guidelines and techniques won’t do the corporation
any favours if the employees don’t comply with them. Employees don’t always like the
concept of following the rules, causing chaos within the organization. Following regulations
and approaches is right for employees and the organization as an entire. This is essential for
Tesco’s and the NHS because if employees don’t apply with the rules the contrasting
organizations won’t run efficiently. This is because they won’t be conducting their day to
day jobs properly, so for example the customer assistant could be quite rude towards
certain patients, giving Tesco’s a bad reflection. Also, the Nurses might not be looking after
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