Exam (elaborations)
Exam (elaborations) Unit 14 - Investigating Customer Service
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- PEARSON (PEARSON)
Exam of 4 pages for the course Unit 14 - Investigating Customer Service at PEARSON (P3 m2 d2)
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Learning aim B unit 14 Jack CollinsLearning Aim B: Investigate the methods used to improve customer service in
a business.
P3: Research methods a business can use to make improvements to the
customer service provision.
M2: Analyse different methods of monitoring customer service for a product
or service in a selected business.
There are countless strategies of research methods that can be useful for customer support.
Primary research is typically a useful resource as the information is fresh making it reliable
for different types of organizations to use, although there are other methods that
businesses can use. All organizations make investments on one or more of the alternatives
under, for their customer support to be efficient.
Customer profile- Organizations need to know their consumers and their tendencies, this
will include who their purchaser is, buying conduct etc. They are able to use positive data to
understand customer traits together with gender, profits and/or age, so that they can offer
them certain promotions in order to attract them.
Data- The different types of information (data) that companies can use to gain a greater
intel of their clients shopping habits, so that Tesco would be able to improve customer
support. To start purchaser’s traits can assist tell Tesco the unique desires for consumers.
For instance, Tesco can use questionnaires or surveys asking clients precise questions about
their wishes, therefore Tesco might be capable of fulfil this by offering special promotions to
certain consumers to attract them to the store, which is what they currently do with the
club cards as they are able to understand the buying habits of the consumers. Advantages of
that is that the business will benefit a greater expertise of their consumers, and therefore be
able to shape more relationships with these consumers. Big organizations such as Tesco's
offer loyalty playing cards to clients to generate information, like the Tesco club cards that
I've mentioned earlier. They are able to consequently target businesses or individuals with
statistics, gives, vouchers and other enticements to encourage spending and visits to the
shop. This is higher than questionnaires, because it provides the enterprise with everyday
records, which they could then generalize to trap customers in the future. However, in
comparison to questionnaires it best provides records about the clients of the shop.
A well-known survey called the national census survey is mandatory for people to
undertake, that is another way for organizations to generate customer data.ONS collects
data each ten years to then produce information about the habit of the population. Groups
and the authorities can then plan and predict for the future. Through this business are able
to enhance their customer support, through understanding the different habits. The data
are within the public area, making them effortlessly on hand for organizations supplying
them with possibilities. Although, the survey is taken every ten years meaning it is not
reliable as a lot can happen in ten years.
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