UNIT 14 (WHOLE)
Investigating customer service
(UNIT 14 LAA,LAB,LAC)
Customer service
Customer service is when a specific business provides a service to their consumers
in order to achieve brand image and positive feedback from customers. Customer
service is all about the support and help a business offers to the consumer before
and after buying a product from the specific brand. The experience a customer gets
from the business before and after purchase satisfies the customer and satisfies
customers to make repetitive purchases and suggest the product to their friends and
family which benefits the business by increasing sales, gaining brand image and the
growth of the business.
Importance of customer service
Customer service is important since it may assist a company's success. It increases
client loyalty by increasing the amount of money spent by each customer and the
number of times they buy from you. It generates positive word-of-mouth about your
business.
Types of roles in customer service;
Receptionists: Receptionists make appointments for people in order to schedule
meetings and activities. Customers that walk inside their business are also greeted.
They offer refreshments and reply to questions from the public.
Mechanics: Auto mechanics are experts that fix and maintain all kinds of motor
vehicles. An auto mechanic might specialise in a system, such as engines or
transmissions, or perform general repair services.
Retail: Customer service in retail is ensuring that all of a customer's demands are
satisfied and that they receive orders when they want and need it.
Supermarket Industry
Asda
Asda Asda offers customer assistance via email and telephone. They also provide
the most vital in-store customer care. Customers can contact Asda's customer
service department with questions or for assistance by calling their customer service
phone number. This saves time because they won't have to walk into the store to ask
for assistance. Asda also has an online chat facility where you can talk to an
assistant about items or delivery difficulties. Asda supermarkets offer a wide range of
services to its customers. Customers of Asda's supermarkets have access to a large
parking lot, ensuring that all vehicles are parked safely. People who want to withdraw
money can also use the cash machines. Customers' restrooms, accessible facilities,
and special parking for newborns and disabled persons are also available to
,UNIT 14 (WHOLE)
Investigating customer service
customers. A company's success is massively dependent on its capability to provide
excellent customer service. The car park ensures that all of the vehicles may be
safely parked
Online Retail industry
Amazon
Amazon offers a 24 hour customer service. Because Amazon's customer service is
open 24 hours a day, any client can contact them at any time. They can be contacted
by phone, email, or online chat. Amazon provides a premier membership that allows
users to a variety of bonuses. Members get special shopping offers and choices, as
well as free quick delivery on selected items, streaming of movies, TV programmes,
and music, and limitless reading. This will cost at least roughly £80 every year. This
is especially beneficial for students because they can get a free 6-month
membership and then pay half the price of a regular membership. Amazon also has
FBA service (fulfilment by amazon) Customers deliver their things to Amazon, who
then stores them in their warehouses. When a consumer purchases one of
Amazon's items, the company chooses, packs, delivers, and tracks the order, as well
as handling returns and refunds. People use this method to generate a small profit.
Dominos
Domino's reputation is strong due to their high quality standards and general great
customer service. Nowadays, however, the domino's app or website are used to
place the vast majority of orders. When a delivery driver or bicyclist knocks on the
door of a customer, this is the primary face-to-face connection between the customer
and the worker. People would still expect the deliverer to meet customers with a
warm greeting in order for the company's image to be enhanced. Domino's has
advanced technology that makes ordering online significantly more convenient for
customers since it saves time and effort. It enables Domino's to accept more orders
and better satisfy customer demand. This distinguishes them from their competition
in a crowded market with many pizza-selling businesses.
Importance of rules/ procedure
It is important for organisations to follow the company's organisational regulations
and procedures because if they do not, employees will be unfamiliar with their duties,
which means that too many employees could be performing the same thing while
others are disregarded. They must also stick to the legal regulations that the
organisation must apply to. When customers know they will receive outstanding
customer service every time they visit an organisation, the firm gains a competitive
advantage that may be used to enhance revenues. Another example is if the
company's organisational operations are based on the company's vision and mission
statements, which are the company's primary goals and may help customers
recognise the brand. customer service is important in every business as it improve
work efficiency, provides clear instructions, reduces cadences of miscommunication
and protection of staff members
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Investigating customer service
Skills and knowledge needed by staff
Employees at firms will require a set of skills that may be required in their specific
responsibilities. However, all businesses require some skills, such as
communication, because in order to aid and assist clients on a daily basis, staff must
be able to effectively speak with them in order to handle any issues that may occur.
Another important skill found in the function of customer service is teamwork, as
previously noted. In some cases, working as part of a team is necessary for success
in quality of service delivery.
Retail shops
Retail shop keepers have skills to communicate with their customers about products.
They sell tangible goods where they communicate with customers. For example,
how much does this product cost?, do you have this product in your shop etc. to
respond to these questions retailers make their customers satisfied by providing
better goods, and give them good ideas if they don’t have they don’t have that
particular product. Retail shops like JD are popular retail shops. People like to visit
stores to buy goods of good quality.JD have good customer service have good
communication skills , but JD need to know the detailed product knowledge and
effective selling skills such as patience because some consumers with the strict
language comes in the store to manage those consumers JD need to have patience
skills in order to satisfy their consumers which will make JD reputation and
consumers will make jD brand awareness and will help to the jD business in retail
industry.
Offices
The skills that offices have are time management and organising skills, because in
the office business, time management is a priority for workers to complete their
specific tasks. Another skill that office workers have is organisation skills, where they
keep their stuff organised, resulting in increased productivity. Listening skills are a
skill that offices require in order to be stable in their operations. For example,
immigration offices and embassies require their employees to have listening skills in
order to keep the business stable.
Contacts
Contacts are those who work in industries that need problem-solving abilities, such
as call centres or internet services. Their role is to answer people's calls and help
them with their issues. Consider the issue of having problems with documentation or
a product. The job of workers in this industry is to keep their patience levels
consistent and to satisfy their customers by providing excellent phone service. The
knowledge that contacts firms require is to give excellent customer service. Go into
depth about what clients want from you; this will allow customers to provide good
feedback and promote the service by referring it to others.
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Investigating customer service
Hospitality Industry
The hospitality sector, which contains hotel, food and beverage service, event
organising, amusement park, travel and hospitality, is a large variety of industries
within the service sector. Hotels, travel organisations, restaurants, and pubs are all
included. The hotel industry's purpose is to offer clients a pleasant experience.
Whether it's enjoying a delicious dinner, or getting a good night's sleep away from
home, ensuring sure each visitor is well taken care of is essential. Almost every
profession in the hospitality industry requires teamwork. In a restaurant manager, for
example, they will need to perform a job with the team work skill with employees to
keep the clients pleased. In the kitchen, members of the team work together to
ensure that food is produced on time and to the highest possible level. Customers
will not receive the high-quality service they expect if there is no effective teamwork .
Internal customers
Internal customers are employees that work for a firm and need help from another
person or department to complete their tasks. Internal customers are workers,
managers, or other internal stakeholder servicing an external consumer who buys a
good or service once or regularly, makes complaints, and offers feedback regarding
an organisation's purchasing experience. Those are individuals who work for the
company or are interested in the company's overall performance. They ensure that
external customers are satisfied with their service and continuously buying their
products. For example Ikea internal customers are employees who work within the
business and as well as buys from the ikea.
External customers
A person who comes to an organisation to buy a service or a tangible product is
referred to as an external customer. People pay money, which enters into the
organisation's accounting records, for anything of value (such as a product).
Difference between Internal and External customers
Internal customers are those who have a business relationship with the corporation.
They are purchasing things from within the firm, whereas external clients are not
linked with it in any way. Internal consumers are familiar with the sellers and know
how to negotiate and get a good deal, but external customers are unfamiliar with the
sellers and may find it difficult to get them at a good price. Internal customers, even
though they do not have the opportunity to compete for items, might benefit from
larger discounts than external consumers, who pay the standard price.
Customer personalities
Customer personalities refers to the customer’s behaviour and attitude towards the
seller, customer personalities determine the customer mood which is essential for
every business to know their customers personalities which assists businesses to
