in all of my assignment unit i got distinction, in unit 1 i got only merit so please read the description, if you need ask me anything regarding this email me on : . THANKS!
A customer service is the different types of ways in which any business meets their
customers’ expectation, to satisfy them.
A business can provide customer service by displaying the price tags on items this
satisfies the customers as they do not have problems to find out the price of the
products they want to buy, it makes easier for them.
Another way a business can provide customer service is by putting signs this
satisfies the customers because signs give them direction to aisles , this makes
easier for the customers to find out where is the right aisle for the product they are
looking for and this also saves their time as they do not have to find a staff member if
they need to find a product or they would not have to walk around the whole store.
There are two different types of roles in a business that provide customer service.
The first one is when the staff have to deal with the customers directly and in the
other one the staff have to deal with the customers indirectly.
Roles dealing directly with the customer involve receptionist, staff, check out
assistant delivery driver, contact center staff and security guard.
Roles dealing with the customer indirectly involve cleaners, engineers, gardners,
website developer.
P.1
There are different types of customer service provided in a business.
The first type of customer service is service deliverer, and is the person providing the
customer service, In Nike a service deliverer/ are the staff members who bring
trainers for you. In Apple a service deliverer would be people that fix the screens as
they help you to continue using your phone as you would not have to buy another
one and if they are not able to fix your screen they will replace it with the new one.
The next role is face to face customers service this is the person who provides
customer service in a more personal manner/directly.
In Nike this would be people working in the stock room and on the till. In apple this
will be cleaners. The next role is remote customer service, these are people who
deal with complaints, provide details about the services or products an organization
offers.
In Nike this would be call centers which deal with faulty shoes. In Apple this would be
people who help to set things up on your account.
The next role is teamwork, the process of working collaboratively with a group of
people in order to achieve a goal. In Nike this would be teams that deal with
individuals from operations, marketing, finance and other parts of the company. In
, Apple this would be leaders who get together and talk about the company’s
improvements.
P.2
Customer service is described reliable and consistent if employees are trained. This
is because employees will know how to deliver customer service, and also, they will
have plenty of knowledge on the business.
Customer service at Apple is reliable because their policies are clearly written on the
website. This makes customer service consistent, because all customers with
complaints will be dealt in the same way, for example, if any customers’ phones are
broken, Apple will fix the phone, and if in case they would not able to do it they will
give anew phone instead.
M.1
A similarity between Apple and Nike is that both of them have good quality products,
this leads to their customers to be satisfied as they know that even though they are
spending lots of money it’s worthy.
Another similarity between them two is that both of these companies have good
customer service therefore their customers will be satisfied as they are helped
without any problems.
Another similarity between these two businesses is that both of them get used in the
movies by celebrities therefore this satisfies the customers because they get inspired
by it.
A difference between Nike and Apple is that Nike has low and competitive starting
prices and Apple has high starting prices. This is good for Nike as they can meet the
needs of people with high and also low income whether Apple can only meet the
needs of people who have high income.
Another difference between them two is that Apple has more and earlier upgrade to
their products whether Nike upgrades late. This satisfies Apple’s customers as they
will have trendy products from Apple whether Nike’s customer will have to wait
longer.
Another difference between these two businesses is that Apple sell their products to
the mass markets therefore Apple will have more sales as because Nike sell it to
niche
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