Essay
UNIT 14 ASSIGNMENT 1
- Institution
- PEARSON (PEARSON)
Essay of 17 pages for the course Unit 14 - Investigating Customer Service at PEARSON (MERIT)
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UNIT 14-CUSTOMER
SERVICE
Different approaches to customer service.
) TG483 Business level 3
,Unit 14 Customer Service
Assignment 1
In this report I am going to explore the different approaches of customer service
used by fast-food chain Nando’s and High street bank Halifax. I will be looking into
different job roles into both businesses.
Nando’s:
Nando’s started centuries ago when Portuguese explorers were travelling to the
east. They stopped off at Africa and it was there when they were introduced to
African bird’s eye chilli- which is now more commonly known as peri-peri. Two
founders had an ambition for a small business. After a couple years of hard work,
they opened their own restaurant in 1987, Rosettenville, Johannesburg, South,
South Africa. Their logo is a chicken called barci which they use to resemble that
they sell chicken. There are 1186 Nando’s stores in the world with over 34,000
employees which they call ‘NANDOCAS’.
JOB ROLE 1 – General Manager:
General managers are given the role of overseeing daily business activities and
improving the functions of the business. They are also tasked to train current and
new employees along with staff development.
Organised
Communica Decision
tion Skills Making
Skills
Leadership Planning
Multi-
Tasking
Communication: This is a vital skill in the managerial role which includes giving and
receiving information or communicating ideas. This skill also involves listening,
speaking and observing.
Leadership: This is when you organise other people along with yourself to reach
shared goals. This skill requires you to motivate others to complete tasks or
objectives.
Multi-Tasking: This skill is when a person can deal with one or more tasks at the
same time. A general manager should be able to put tasks at a high priority and a
low priority. They must be able to address the most critical first.
1|Page
, Unit 14 Customer Service
Assignment 1
Planning: This is a thinking skill which includes developing strategies to accomplish
goals. It helps a manager to plan a task before attempting to avoid mistakes.
Decision-Making: This is the act of choosing two or more courses of action to solve
a problem or a dispute. This is a key skill for a manager because they need to
actively be able to confirm decisions with employees.
Organisation: This is the ability to be physically organised and mentally organised.
This also involves being prepared every day to be ready for tasks.
Hiring
employees
Doing daily
Staff
business
development
operations
Duties
Training low Creating
level staff reports
Analyzing and
Improving
creating
revenue
financial data
JOB ROLE 2 – Chef/griller:
A chef is somebody who oversees the kitchen and food areas of the business where
food is served to customers. The chef also prepares food according to the menu to
serve. The chef must be trained and qualified to reach this role. There may be other
workers helping the chef to prepare or he/she may have a kitchen team.
Cooking
Skills
Cleanliness Preparation
Skills
Skills
Attention to Technical
detail Skills
Team work
2|Page
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