2021 BTEC Business Level 3 Unit 14: Investigating Customer Service Assignment 1
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Module
Business 2020 NQf
Institution
123 University
2021 BTEC Business Level 3 Unit 14: Investigating Customer Service Assignment 1 ( DISTINCTION)
Unit 14: Investigating Customer Service Assignment 1: Distinction* graded quality work with great structure and content for you to use this as a template to get a Distinction in this Assignment 1. this m...
nit 14 investigating customer service assignment 1
unit 14 investigating customer service
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Farhaan Muhammad BTEC Business Level Unit 14: Investigating
Customer Service
Qualification-Pearson BTEC level 3 National Foundation Diploma In Business
Unit Number and Title: Unit 14: Investigating Customer Service
Learning Aim: A: Explore how effective customer service contributes to business success
Learning Aim B: Investigate the methods used to improve customer service in the business
Assignment Title: Why is it important to provide excellent customer service?
Hand in deadline: 20/20/20
Introduction
This assignment, I have selected two contrasting businesses and these businesses are Asda,
McDonalds. The reason why I have chosen Asda is due to shopping there frequently as they do sell a
wide range of products to all ages. Therefore, they are also one of the largest supermarkets in the UK
period. They are mostly popular in selling food and have competitors like Tesco and Sainsbury’s.
They also do maintain superb customer service in order to remain one of the most popular
supermarkets in order to gain customer loyalty. Therefore, the reason why I have picked McDonalds
is due to their outstanding customer service. There are one of the most successful fast food franchises
in the world who cater to all ages and offer great understanding on their customer service. Their
competitors are franchises like Burger King and Subway, and these do offer good customer service in
order to make their customers loyal.
14/A. P1 - Describe the different approaches to customer service delivery in contrasting
businesses.
What is Customer Service?
Customer Service is the assistance and advice which is provided by the organisation to its customers
who purchase the products or services. The reason why customer service is so important is because it
provides loyalty from customers and improves business reputation.
Staff are trained thoroughly to know fully about the product and service in order to provide
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the best customer service possible. They must also know how to deal with the query from the
customers.
Customer service does affect Asda’s business and its reputation. If the customer feels he or she did
not receive the customer service, they needed they will spread it through word of mouth to their
friends and family which will damage the reputation and affect the sales and profits. Therefore, Asda
have trained their staff very well to handle the situation for their customer to receive excellent
customer service to maintain its reputation.
For McDonald’s Customer Service does have a serious impact as it offers range of services.
Employees while they offer services, they have to offer good customer service through and a great
positive one. If the customers are happy, they will be happy to buy more which results in higher
profits.
Different types of customers
There are two different types of customer which are internal and external. Internal is the costumers
who are directly connected to an organisation, so they are basically internal of the whole organisation.
These internal customers are stakeholders, the employees and shareholders. However, the external
customer are customers who purchase company’s products or service.
Different approaches to customer service
Face to Face is when there is face to face interaction between the staff member and customer
physically. It's a more personal approach.
Online: Online communication between the customer and employee. It can be through social media or
even live chat. The best thing about it is that it can be accessed anytime and anywhere.
Phone: communication through phone but only for a limited amount of time.
Post: This is when the customer posts a letter to the company, but it can take some time and travelling
is necessary to post the letter.
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Email- This is when the customer will contact through email to the company and mostly, they will
reply within 24 hours.
Some of these methods are used by both Asda and McDonald’s which is great as customers have
multiple choices of communication within their own ability for it to make it easier for them. If the
customer does want to complain then the process would be easy for the customer.
In order to message Asda, email contact and telephone contact is the way to go. They do have
separate phone lines for different teams for the customer’s convenience. The different reams they
have is home shopping, George and store service.
In order to contact McDonalds, the customer will have to go on their website which is later redirected
to the customer service team. Telephone and post are another contact method that can be done.
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