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business level 3- unit 14 customer service- assignment 1
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business level 3- unit 14 customer service- assignment 1
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Assignment 1- Unit 114 – investigating
customer service
6.3.23
Assignment 1
Why is it important to provide excellent customer service?
, Introduction
A major element of business is customer service. It can significantly influence a company's success or
failure. Within this assignment, I'll illustrate how two contrasting businesses provide excellent
customer service. I will be writing about Tesco's customer service and why it is important for Tesco
to provide this. I’ll also be mentioning Audis ways of customer service.
P1
What is customer service?
The fundamental objective of customer service is ensuring customers are taken care of. It is looking
after customers and treating them how you would want to be treated. Having good customer service
gives your business a good reputation and brand image. Good customer service can lead to an
increase of sales as well as having a good quality of products and services. Different businesses will
take on individual approaches to how they supply customer service as each business offers a varied
selection of goods and services, Tesco and Audi have different customer service strategies.
Tesco (1 Tesco.)
Tesco's first approach is emails. Tesco uses emails to communicate with customers. Their email
address is customer.services@tesco.co.uk. Emailing Tesco's customer service allows you to ask any
questions about queries you have such as online grocery shopping, shopping in store, club cards and
further help. As well as this, Tesco can email you if you’ve signed up to them to alert you when there
are certain discounts and offers.
Tesco's second approach is SMS. Tesco's customer services offer help through SMS in which you can
message them on their WhatsApp number (they have a different one for each service.) As well as
this, they have a live chat open from 7am-11pm from Monday to Sunday in which you should get an
automatic reply and then be passed on to speaking to someone from the customer services team.
Tesco's third approach is face to face. Tesco also uses verbal communications as they have a
customer service desk. If a customer has any query, question or complaint they can visit customer
service or ask any staff about it. With this, their problem should be solved. This is a good thing as it is
a physical service and more comfortable to others.
Another approach for Tesco is their website https://www.tesco.com/. Tesco's website is an easier
way for customers to complain, report issues, give feedback and find out information they need. It is
more convenient and less time consuming as there is no need to call them, message them or visit in
store.
Tesco's final approach is phone calls. Tesco also communicates with customers through their
customer service helpline number; 0800 505555. However, there are many different customer
service numbers for different services within Tesco. These include different numbers for online
grocery shopping, shopping in store, club cards and further help. Phone calls are usually a last-
minute resource for customers and shows they need and want attention as it can be urgent.
Audi
Audis first approach is using emails. Audi has 2 emails; one for their finance and one for their
customer services. Customer.service@audi.com and finace.services@audi.com. Emailing Audis
finance and customer service will allow them to help you with any questions you want answering.
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