Exam (elaborations)
Exam (elaborations) Unit 14 - Investigating Customer Service
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Exam of 5 pages for the course Unit 14 - Investigating Customer Service at PEARSON (Learning aim c)
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Unit 14 learning aim C Jack CollinsP4: Demonstrate communication and interpersonal skills appropriate to
meet customer needs in different situations. -Witness by teacher
P5: Review own customer service skills, identifying gaps where
improvements could be made.
Providing information on the goods and services is critical is because there could be certain
problem on the products/services, so through the information that is provided, will help to
increase customer loyalty as the consumers are being provided with good customer service.
This helps enhance the sales for certain businesses such as Tesco as the quantity of
returning clients could substantially increase. In addition to this if those clients are well
informed it can mean that word of mouth can spread allowing more customers to visit the
certain business. This will contribute towards a tremendous brand reputation, as this will
help to create a tremendous popularity across the enterprise.
In my own opinion I personally believe that the information that I distributed was excellent
because of the reality that the statistics that i had provided to the different customers was
accurate this means that it is very likely that those consumers will want to go back in order
to shop for our products once more. Also, another positive factor was that I was able to
name the functions we’ve got on offer to consumers, allowing them to know the various
benefits of the products. This made my appearance quite confident in front of the
customers and made me seem that I’m quite trustworthy.
Although, a factor that let me down was that I didn’t familiarize myself with all of the goods
that we have in Tesco and also any of the functions that they have to offer for the
consumers. An improvement that I would need to make for myself is to recognise the goods
that Tesco has off by heart, this could mainly help me when confronting clients face to face.
Through doing this I will be able to answer any questions, without any hesitations. This
could help me build a popularity of being credible as I will be able to sell many products, as I
know the facts off by heart.
I think that my services to the clients was substantially good this is due to the fact that I was
able to assist some of the consumers for having troubles for different types of reasons. The
positive side of things was that I communicated with customers well as I was in a respectful
manner, so they can’t fault me for this. I additionally understood what the consumer wished
and what they desired me to do, this can make the consumer sense as though they may be
being valued, creating the need to go back and purchase products again. They will
additionally want to inform different consumers approximately the good service that they
had obtained at the place, through word of mouth - allowing Tesco to grow in popularity.
Also what I was doing properly was being able to reply to any forms of enquiries from
customers, via asking my manager if I was ever stuck. I needed to do that when I was now
not sure of the solution while customers requested me questions about the products that
we have in store. Additionally, I familiarized myself with the cashier system. This meant that
I had emerged into a more efficient worker in the store, as now I’m able to aid customers.
, Unit 14 learning aim C Jack Collins
The negative side of things, was that I need to be is more confident in the store, as
sometimes I would stutter a way I will display that I’m more confident it to greet customers
as they walk into the shop, I will improve this by asking them how they are and the way I will
assist them. This will enhance the experience of the consumers; this could contribute for
them to buy extra gadgets from the shop.
The positives of using telephone as a form of communication it's far faster to get feedback
over the phone. Face to face also has to be finished in the front of the man or woman which
means that there are no different alternatives for the employee to use. Meaning that
telephones can be finished in the comfort of your own residence. Because of this I’m more
comfortable to advice consumers and help them with what they need. This additionally has
advantages for the customers as it's far a convenient for them to get in contact with Tesco’s.
This also gives me an opportunity to satisfy any types of needs they have making it likely to
shop at Tesco's again.
Although, a weakness of this method is the reality is that future customers could be less in
all likelihood to answer phone calls due to the fact that they'll no longer want to answer
unfamiliar numbers, as they are generally pranks. In addition to this if they seek to find out
it is from a commercial enterprise; it'll be more less likely they will answer as they don’t
want their time to be wasted. Which means that it is going to be harder to communicate
with those consumers.
P6: present a clear, effective development plan for own customer service
skills.
Improvements Goals Actions in order Success Applications
to achieve this criteria
Voice tone Make sure that I will take speech I will attend This will help
Customers are therapy classes. the sessions my business, as
able to That way I’ll learn regularly, the clients will
understand me. how to make my that way my understand me
This is because speech clearly and speech will clearly of the
my Irish accent be able to be able to information, I
is quite strong. pronounce all my improve will have to
words properly. dramatically. distribute with
any enquiries
they have.
Allowing the
business to
have a good
reflection.
Dress code To make sure I will buy new I familiarize It is important
that I dress well smart/ casual myself of to maintain a
in front of clothes to wear how staff smart image as
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