Essay
btec level 2 business unit 10 m1 d1
- Institution
- OCR
Essay of 4 pages for the course Unit 10 - Employer-employee relations at OCR (m1 d1)
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M1./D1Has the business can provide good customer service it can also provide bad
customer service which it could impact on the business in a negative way. In
contrast, if Iceland cannot meet the requirements of how to have a good customer
service it might cause a series of problems for the business.
First of all, when Iceland cannot provide good customer service, the customer
service department will become inefficient and ineffective. This means, they will
spend the majority of their time on the phone or contacting the customers to deal
the problems or complains. This can lead to low morale no job satisfaction and
high turnover which means that employees can quit or asked to leave the job.
Because no one will want to work for Iceland if they have a bad reputation plus no
one wants to work in an environment where employees and customers cannot build
a positive relationship. Therefore, Iceland will need to improve their customer
service for that they will have to train their employees on new techniques and
procedures which as a result it will incur expenses for Iceland. Apart from that,
when poor customer service is provided it is most possible that Iceland will lose
market share. In consequence, competitors will begin to take over customers which
will bring not only a decrease of sales, but also it will also spread the word about
how poor the service was from the business.
Another impact that it can lead to is a change in management. It might occur that a
new leader can exercise a certain amount of discipline, which will turn things
around for better that can improve the poor customer service.
Customers in general when they buy products or service often tend to share their
opinions this is known as customer reviews that are in a form of customer feedback
on electronic commerce, buying/selling and online shopping sites.
Examples of good customer service written online from a customer:
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