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btec level 2 business unit 11 m3
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Eric Asare unit 11 m3Analyse the importance of
customer service to different
businesses.
In this part of the assignment, I am going to analyse the importance of customer
service in different businesses. The organisations I chose to write about are Tesco
and The British Red Cross.
Customer service is vital to both organisations and customers, because
whenever you own a business, whether it is profitable or non-profitable, the
customer service still has to be an important part of your business. Customers
will have interaction with a business’ customer service staff more than anyone
else within the business. People make judgements and form opinions about
organisations based on the customer service they receive. If a business provides
good products or service, but lacks in providing good customer service, it will
struggle to survive.
Tesco
1919 was when the life of Tesco began. This all happened when a man named
Jack Cohen, the son of Jewish Immigrants from Poland, started selling groceries
from a stall in the East End of London. On his first ever day, Mr Cohen made a
profit of £1 from sales of £4.
Tesco’s customer service strategy is simple: to train more than 250,000
colleagues in the UK in order for them to make every moment with customers
matter. Tesco has to make sure that customers get a personalised service and
build a high level of customer satisfaction. The employees at Tesco’s have to
have good knowledge about where the products are and good people skills in
order to put customers at ease. Quality customer service enhances the value
because it improves customers' experience, which makes the customer feel
appreciated; this could lead to making customer to continuously shop at Tesco
and further build customer loyalty. Customers expect to be approached by
friendly employees who appreciate them. In order to provide great customer
service, a business needs to know what their customers expect from them, and
then be able to meet their expectations. The reason customer satisfaction is very
important is because it’s the main thing that pleases customers and keeps
customers loyal towards the business. They also want their queries dealt with
quickly and accurately, and advice has to be available whenever it is needed by
customers. For this reason, Tesco should offer extensive training and
development. The staff member should be aware of benefits and changes, and
show customers that they are excited and passionate about their job.
The British Red Cross
The British Red Cross is a charity organisation which was formed in 1870,
working in both the UK and overseas. The British Red Cross doesn't have a
customer service department comparable to Tesco because it is a non-profitable
charity. Nevertheless, employees at the British Red Cross have to be trained to
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