Essay
D1: Evaluate the impact on Lush of good and poor customer service.
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distinction task : evaluate the impact of lush of good and poor customer service.
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Farhana SHAHIDD1 Steven
Evaluate the impact on Lush of good and poor customer service.
One of the first impacts that a business will see from good customer service is
consumer loyalty and raving fans. People will return to Lush in which they feel
they are treated with respect. Not only do these customers come back but they
also tell their friends, post on social media and discuss the positive and their
experience with their products and customer service. One of the impacts of poor
customer service you can have an exceptional product, however, if you fail to
consider how it fits the needs and requirements of your customers you will lose
your business. Not listening to your customers is one of the biggest mistake’s
businesses have ever made and it may lead to the consequences which may be
in some cases irreversible. For example, if one of lush employees are talking
about their new product but it doesn’t fulfil customer needs it can create angry
customers or damaged reputation.
Another impact that Lush will see from good customer service is that happy
customers spend more. The emotional experience a customer has during an
interaction with your company directly impacts how much money they are willing
to spend. Most buying experiences are based on the emotional experience of the
customer and how he or she is being treated. Customer may share feelings
about some conditions about themselves and may need help from lush products
to help them at this point if employees sympathise with the customer the
customer will feel this emotional interaction and would want to buy more. So, by
focusing in on the quality that the customer service team of Lush offers, you can
make customers feel happy and valued, which will directly impact sales. Another
impact Lush will see from poor customer service is inefficient customer service.
When most part of time is spent arguing with customers this will also lead to
unsatisfied customers. Treating customers without any respect and leaving their
issues unresolved is the fastest way to become “famous” for the most terrible
customer service. For example if a customer comes to Lush and starts arguing
with you about how the store has not looked after them well and you start
arguing as well the customer will feel attacked and this will show the customer
that you do not respect them and you have not given them a great experience of
the store.
Finally, an impact that Lush will see from good customer service is a better work
environment. Delivering good customer service doesn’t just benefit the
customers it also has a positive impact on the employees. By radically improving
your customers’ experiences of doing business with you will increase sales,
which will lead to more profits with which you can hire additional employees,
which should result in in a calmer work environment because employees won’t
be pulled in different directions and they can focus on one task at a time. When
customers are happy employees are happy and feel good about the efforts they
have done. Finally, an impact Lush will see from poor customer service are
confused customers. When there is poor customer service there is also poor
communication as well. If you are not giving your full attention or have forgotten
any key information to tell customers, this can lead to customer confusion. For
example, if a customer wants to ask you about one of your products but you are
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