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BTEC Business Level 3: Unit 14 - Investigating Customer Service P1 P2 P3 M1 M2 D1 D2
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BTEC Level 3 Business: Unit 14 Investigating Customer Service. All criteria. Distinction Grade.
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CUSTOMER SERVICEWhy is it important to provide excellent customer service?
,Contents
P1 – Describe the different approaches to customer service delivery in contrasting businesses......2
P2 - Examine ways that the customer service in a selected business can meet the expectations and
satisfaction of customers and adhere to relevant current legislations and regulations....................4
P3 – Research methods a business can use to make improvements to the customer service
provision............................................................................................................................................7
M1 – Analyse how legislation and regulation impacts on customer service provision in a selected
business.............................................................................................................................................8
M2 – Analyse different methods of monitoring customer service for a product or service in
contrasting businesses.......................................................................................................................9
D1 - Evaluate the importance for a selected business of providing excellent customer service and
adhering to relevant current legislation and regulations.................................................................10
D2 – Evaluate the benefits of improvement to customer service performance for the business, the
customer and the employee............................................................................................................11
1
, Introduction
For this assignment, my two contrasting companies are Asda and McDonalds. I have chosen
Asda because I have personal experience with their customer service and shop there often;
they sell a wide range of products for all age ranges, and they are one of the largest
supermarket stores in the UK. They mainly sell food so therefore have a constant market,
and they also have competitors such as Tesco, Morrison’s and Sainsbury’s, so therefore they
need to maintain good customer service to remain the second most popular supermarket
and to gain customer loyalty. I have also chosen McDonalds because I have visited many of
their stores and have a good understanding of their customer service. They are one of the
most popular restaurants in the world and cater to all age ranges and offer many services
such as table service and delivery. They also have competitors such as Burger King and
Subway so therefore they need outstanding customer service to make their customers
happy and therefore gain profits.
P1 – Describe the different approaches to customer service
delivery in contrasting businesses.
What is customer service?
The English dictionary definition of customer service is ‘the assistance and advice provided
by a company to those people who buy or use its products or services.’ Customer service is
important because it has a large impact on the customers shopping experience. Positive
customer service can influence customer loyalty and damage or improve a business’s
reputation, therefore it is important that all staff are trained and have the knowledge of all
products, services and how to deal with situations appropriately. Team work is a significant
factor in customer service because employees must be able to communicate with each
other to provide the customer with the best experience possible. For example, if one
employee cannot answer a customer’s question or deal with a customer’s query, another
employee with their own knowledge and skill set could be able to step in, helping their
colleague while also helping the customer.
Customer service has a momentous impact on Asda because it affects the profits of the
business and the reputation. If a customer receives poor customer service then they are
likely to spread word about this to friends/family, or maybe even write a review, this
damages the company’s reputation and then can affect sales and profits. Therefore, Asda
trains their staff so that they are able to handle situations and provide their customers with
excellent customer service so that the store maintains its reputation.
Customer service also has a significant impact on McDonald’s because McDonald’s offers a
range of services, and it is up to the employees to offer these services to the customer by
selling them with positive customer service. The happier the company’s customers are, the
more money they are likely to spend therefore increasing their profits. To improve customer
service to maintain customer’s happiness, McDonald’s uses receipt-based Customer Survey
initiative and to constantly adapt to their customer’s needs.
2
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