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Unit 14 Investigating customer service Learning Aim A
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UNIT 14 (WHOLE)Investigating customer service
(UNIT 14 LAA,LAB,LAC)
Customer service
Customer service is when a specific business provides a service to their consumers
in order to achieve brand image and positive feedback from customers. Customer
service is all about the support and help a business offers to the consumer before
and after buying a product from the specific brand. The experience a customer gets
from the business before and after purchase satisfies the customer and satisfies
customers to make repetitive purchases and suggest the product to their friends and
family which benefits the business by increasing sales, gaining brand image and the
growth of the business.
Importance of customer service
Customer service is important since it may assist a company's success. It increases
client loyalty by increasing the amount of money spent by each customer and the
number of times they buy from you. It generates positive word-of-mouth about your
business.
Types of roles in customer service;
Receptionists: Receptionists make appointments for people in order to schedule
meetings and activities. Customers that walk inside their business are also greeted.
They offer refreshments and reply to questions from the public.
Mechanics: Auto mechanics are experts that fix and maintain all kinds of motor
vehicles. An auto mechanic might specialise in a system, such as engines or
transmissions, or perform general repair services.
Retail: Customer service in retail is ensuring that all of a customer's demands are
satisfied and that they receive orders when they want and need it.
Supermarket Industry
Asda
Asda Asda offers customer assistance via email and telephone. They also provide
the most vital in-store customer care. Customers can contact Asda's customer
service department with questions or for assistance by calling their customer service
phone number. This saves time because they won't have to walk into the store to ask
for assistance. Asda also has an online chat facility where you can talk to an
assistant about items or delivery difficulties. Asda supermarkets offer a wide range of
services to its customers. Customers of Asda's supermarkets have access to a large
parking lot, ensuring that all vehicles are parked safely. People who want to withdraw
money can also use the cash machines. Customers' restrooms, accessible facilities,
and special parking for newborns and disabled persons are also available to
, UNIT 14 (WHOLE)
Investigating customer service
customers. A company's success is massively dependent on its capability to provide
excellent customer service. The car park ensures that all of the vehicles may be
safely parked
Online Retail industry
Amazon
Amazon offers a 24 hour customer service. Because Amazon's customer service is
open 24 hours a day, any client can contact them at any time. They can be contacted
by phone, email, or online chat. Amazon provides a premier membership that allows
users to a variety of bonuses. Members get special shopping offers and choices, as
well as free quick delivery on selected items, streaming of movies, TV programmes,
and music, and limitless reading. This will cost at least roughly £80 every year. This
is especially beneficial for students because they can get a free 6-month
membership and then pay half the price of a regular membership. Amazon also has
FBA service (fulfilment by amazon) Customers deliver their things to Amazon, who
then stores them in their warehouses. When a consumer purchases one of
Amazon's items, the company chooses, packs, delivers, and tracks the order, as well
as handling returns and refunds. People use this method to generate a small profit.
Dominos
Domino's reputation is strong due to their high quality standards and general great
customer service. Nowadays, however, the domino's app or website are used to
place the vast majority of orders. When a delivery driver or bicyclist knocks on the
door of a customer, this is the primary face-to-face connection between the customer
and the worker. People would still expect the deliverer to meet customers with a
warm greeting in order for the company's image to be enhanced. Domino's has
advanced technology that makes ordering online significantly more convenient for
customers since it saves time and effort. It enables Domino's to accept more orders
and better satisfy customer demand. This distinguishes them from their competition
in a crowded market with many pizza-selling businesses.
Importance of rules/ procedure
It is important for organisations to follow the company's organisational regulations
and procedures because if they do not, employees will be unfamiliar with their duties,
which means that too many employees could be performing the same thing while
others are disregarded. They must also stick to the legal regulations that the
organisation must apply to. When customers know they will receive outstanding
customer service every time they visit an organisation, the firm gains a competitive
advantage that may be used to enhance revenues. Another example is if the
company's organisational operations are based on the company's vision and mission
statements, which are the company's primary goals and may help customers
recognise the brand. customer service is important in every business as it improve
work efficiency, provides clear instructions, reduces cadences of miscommunication
and protection of staff members
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