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btec level 2 business unit 11 p6
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Eric asare unit 11 p6Outline improvement to the customer’s service in an organisation that could be
made
Improvements for better customer’s service
Being available gives a good impression as well as gives Argos a good image
because it shows the customers that Argos is well organised and professional
plus it plays a personal touch which is making sure their customers can reach
them. For example Argos is mostly based online because not all local areas have
an Argos store, so Argos can make an effort by offering face to face video calls
on Skype or on other places where you can make face to face calls. Being
available when needed is especially essential as well because some customers
might be in different time zones. So by providing customers with a physical
address helps build their trust and reminds the customers that Argos exists off
the internet as well. This is why being available is very important because it
shows customers that the Argos cares enough to make time for their customers.
Being reliable gives a good impression as well as give the company a good
image as well because it shows the customers that they can rely on Argos to
provide the services they need as well as gives Argos a good reputation. A way
Argos can make customers rely on them is to provide good customer service at
all time and as time passes customers will start to acknowledge and rely on
Argos instead of other companies which will then create customer loyalty.
Improvements for employees
Knowledge is very important because most customers who come to Argos rely
on the employees for their knowledge of the product. So employees have to be
fully informed in order to respond to most requests for information plus the
employees have to know who or where to turn if the questions become too
detailed or technical for that in particular employee to answer. But don’t be
scared to say “I don’t know” either because customers appreciate honesty and
the efforts made by that employee.
Employees also have to be adaptable because there are different types of
customers who come in Argos, and some may even seem to change. So the
employees at Argos have to be more than ready to handle any surprises, sense
the customer’s mood and adapt accordingly. This also includes a willingness to
learn– providing good customer service is a continuous learning process.
Improvements for better originations
React Before the Customer Realizes Anything Is Wrong
Argos can gain incredible loyalty by solving a problem before the customer
makes a complaint – especially if it is addressed by a low-level employee. Let's
say a customer’s orders a product at an Argos but the customer gets given the
wrong product but if one of the employees notice it and replaces the product and
apologizes, it is "exponentially more beneficial," rather than if the customer
leaves unsatisfied because they’ve been given the wrong product. A manager
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