Unit 14 - Investigating Customer Service
Learning aim A: Explore how effective customer service contributes to
business success
Introduction:
Unit 14 is an exponential and in-depth exploration of how businesses can or may improve
their customer service through numerous ethical procedures. The Unit itself covers key
elements of customer service provision which will all be discussed and focused on keenly to
allow a more in depth insight into the topic. Furthermore, this unit will equip me with the
mandatory skills and attributes needed to look at ways to improve the customer experience.
The unit will enable me to have wider knowledge and understanding of the role of customer
service and how businesses aim to use it effectively to enhance their customer satisfaction
through where there are high levels of customer retention rates to thrive business success.
Moreover, this unit will be able to show me the importance of customer service and the
keen reasons why businesses heavily focus on enhancing their customer service via the
numerous benefits of building customer relationships. With this Unit, I was also able to gain
an understanding that businesses should critically undermine legislations for customer
service such as consumer protection laws and distance selling rules and many more to
ensure that customer safety and ethical rights are not violated. Moving forward with
learning aim b which further made comprehensive ways of how business can monitor and
evaluate service which can enable them to find their weaknesses and strengths and work on
improving their customer service through following feedback which allow them to
determine and experience indicators of enhancement of performance through reduction in
numbers of complaints, increase in profits, reduction in turnover of staff, repeat business
from loyal customers
Customer service in business
What is customer service?
Customer service is the help a business offers to its consumers, both before, during or after
they buy the business products and administration and utilise the business labour and
products. Customer service is important to a business if they want to keep consumers and
expand their business. Customer service now extends well beyond the usual phone support
worker. It can be accessed by email, the web, text messaging, and social media. Many
businesses also provide self-AI service assistance, allowing consumers to seek their own
answers at any time of day or night. Examples of companies that use AI assistance services
include IBM Watson, Sony, Xbox and many more .Customer assistance is something other
than addressing questions; it's a fundamental piece of the commitment that the business
,makes to its purchasers. Ultimately customer service is vital to a business achievement since
it holds customers and concentrates additional worth from them, expanding customer
unwaveringly ,builds how much cash every customer enjoys with your business, and
increments how frequently a customer purchases from the business. Customer service is an
opportunity for a business to improve their reputation with customers and increase the
likelihood of further sales.
Customer service roles and the importance of teamwork
A business that has good customer service, has employed good customer service roles for
their internal stakeholders. Customer service roles is the responsibility a business employs
to its employees in which they handle customer interaction for their company. Their top
duties include resolving customer complaints, responding to phone calls and email requests,
questions and maintaining customer service records. A business customer service role
determines how good of a working environment the company has within its workplace, as
well as through how employees engage with their customers, allowing customers to
determine if the company provides exceptional, excellent or poor customer service for them
as a consumer.
Teamwork is essential for empowering employees, it allows employees to work together in
providing the best customer experience possible when having interactions with a customer.
When it comes to providing and developing exceptional customer service, engagement is
critical for employees to connect with their customers to enhance customer service. A
business that offers and establishes good teamwork within their workflow, where
employees have the ability to provide exceptional customer service is dependent on their
own and others' skills, expertise and capability. It entails communicating with one another
and deciding on how they can work together to provide a better service for their customers.
Roles of customer service in types of businesses
UberEats
Uber Eats is a 2014 online food ordering and delivery network developed by Uber
Corporation. Users can examine menus, review and rate restaurants, order and pay for food
from participating restaurants using their UberEats app on iOS or Android, or via a web
browser. Many customers have gained exponential credibility in their service. For example,
customers trust in uber eats delivery driver system, their online apps allow customers to
contact the delivery driver directly, and if a customer is unable to contact the driver for an
unknown reason when the food is in the delivering phase, they can contact uber eats
directly through their phone support line, in which uber eats contacts the restaurant and
then informs them of the delivery driver, through posing questions such as what is the
, reason for the delay and why haven’t they arrived yet, they then quickly inform the
customer, and the reason behind it, if customer food hasn't been delivered, they can
automatically call for refund. Uber drivers can contact the driver themselves through the
restaurants given phone number of the delivery driver. In most cases Uber eats has one of
the best or the best online ordering service for customers, their quick and easy accessible
phone line which is helpful and supportive to customers who have questions, problems with
the service and many other reasons.
Next
Next is a plc and a British multinational clothing, footwear and home products retailer. They
offer fairly good customer service, the main reason for this being that Next employees are
very friendly and their interactions with customers makes them feel comfortable and
welcomed. For example, I had an encounter and interaction with Next employee, I was
looking for my new sixth form clothes, however there wasn't a perfect size for the coat or
pants that I had chosen, so I asked an employee if there was any way I could get a particular
size for the coat and pants, and he replied 'Yes' in a nice and polite manner, as if he really
wanted to help me, and I could tell by his body language and hand gestures. He replied, "We
can purchase for you through our online shopping application/website, which offers the
exact coat and pants in the same size that you are looking for," to which I answered, "Yes,
that would be great." He then ordered the exact size I was searching for both the coat and
the pants. I was able to get my delivery in 2-4 days which had both the correct size for the
coat and pants Moving forward, customers have various different ways to contact Next
such through either sending Email, making Telephone calls or live chat within their store.
Amazon Shopping
Amazon Shopping is the world's largest online retailer. The company's founder, Jeff Bezos,
founded the company in 1995 and has since experienced and undergrown exponential
growth and has built an overall established brand identification among the general public
and wider audience range. Amazon shopping is an online shopping system that allows
customers to purchase goods, merchandise via mobile applications or websites in which
goods would be delivered through their delivery system at the comfort of the customer's
home. Buyers can make purchases from a business that is part of the Amazon Online store.
Overall Reading through customer reviews and my entire experience as an Amazon
customer has led me to feel, and I believe that the majority of Amazon customers will agree,
that Amazon Shopping provides the greatest customer service available in the online
retailing marketplace. For example their quick refund system, buyers can quickly refund
items that they have bought and yet to be delivered for reasons such as incorrect placement
of order. Ultimately Amazon puts customers' best interest at the forefront of every
purchase by making it easy to return an item or cancel a service.
