Essay
unit 4 customer service p3 & m2
- Module
- Unit 4 customer service
- Institution
- PEARSON (PEARSON)
in the document there's both p3 and m2
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P3:Comment cards:
Comment cards are used in a way of a marketing tool as it is used to help the shop/ business
understand how their customers had felt about the experience when shopping within their
store, the cards contain suggestions and feedback from customers the business is then
successfully able to see what a customer believes is wrong with their store and as a result of
that improve the main advantage of using comment cards as a store is they will be able to
see what customers think of the store and the service being provided this could include the
customer service skill the comment cards are able to be seen when walking out of the shop
and this is because customers can see when they are going towards the exit and as a result
of them being visible customers are likely to make a suggestion and use the comment cards
to express how there visit was. Within a comment card there will either be some questions
some examples of questions that could occur is on a scale of 1 to 10 how your shopping
experience was, or would you recommend this shop to other people, however, there are
comment cards where you able to write what you want freely without having to answer any
questions. Comment cards are a helpful way of finding out what they can do to improve
however, not a lot of people bother with filling the cards out because they want to do there
shop then leave therefore, you might not always get customers filling them out.
Suggestion boxes:
A suggestion book is used amongst employees it encourages them to comment on there
fellow employees but also the store they are working at and what they think about the way
they are getting treated like a comment card suggestion boxes are completely anonymous
these suggestion boxes are places mainly in the store room or office where every employee
goes at break or lunch as this is because the suggestion boxes are used for the company to
find out what there employees think suggestion boxes are a physical object as opposed to
being electronic however, businesses that have more of an internet recognition they ask
people for suggestions by using the suggestion box it can increase the engagement of all of
the employees as it makes the employees feel involved in the company and feel like their
opinions matter the advantage of it being anonymous is employees are more likely to write
something down and post it because there’s no one who knows who they are.
Staff surveys:
A staff survey is in a from of a questionnaire where the company’s manager thinks of some
questions and sends them to all the employees/ staff that are working there the reason they
send out the surveys is so the organisation/ company can see whether there are any
concerns or issues that they may have had. These surveys can be done either electronically
or done via person depending on the company they can ask specific questions regarding
what they wanted to know for example, based on your overall experience of the
organisation of a scale to 1-10 how likely are you to recommend the organization to another
person.
Questionnaires:
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