Unit 14 - Customer Service (Assignment 1) [DISTINCTION] P1 P2 P3 M1 M2 D1 D2
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Course
Unit 14 - Investigating Customer Service
Institution
PEARSON (PEARSON)
In this essay, I chose Tesco and Nike as my businesses.
In this perfect essay, I wrote on the many approaches and methods that can be taken towards customer service, and the legalities that have to be followed, such as the GDPR. I then touched on the effects of these laws.
I wrote on the im...
Unit 14, Assignment 1 .
This assignment will include the approaches to customer service of two contrasting
businesses I have chosen. I then pick one business throughout my assignment and focus on
them. The assignment includes how they will meet customer expectations and satisfy them.
It will also include methods that they can do to improve their customer service.
The assignment will also include the impacts of current legislation and regulations they have
to follow, the importance of adhering to these legislations and the monitoring of customer
service methods. I will be analysing the impacts on the legislation, and the monitoring of
customer service methods and its benefits. I will penultimately evaluate the importance of
excellent customer service and benefits of improving customer service. I will end with a
conclusion, a summary of the assignment.
P1
Customer Service Approaches .
The two contrasting businesses I have chosen are Tesco and Nike. They differ in terms of
their products and services, and features such as their ownership, scope of activities, and
competitors.
Tesco .
One approach to delivering customer service is by having a customer service desk in all of
their stores. This allows customers to ask questions and enquiries which they may have.
This can be about a product, service; anything related to Tesco. This is good, because it
shows that Tesco cares about any problems a customer may have, and are willing to help
them. They are available whenever Tesco is open.
A second approach is having employees also partake in giving manually giving customers
assistance with anything, which could be helping them locate a product they can’t find or
possibly helping them with their shopping. Likewise with the first approach, it shows Tesco
cares about their stakeholders. It will improve their reputation.
Tesco’s third approach to delivering customer service is by providing an online and phone
service for this. They have a website which has information on Tesco’s contact details. This
is convenient as customers can send in enquiries at anytime although, they may not be
answered for hours. Customers are able to contact them for any enquiries they have through
phone calls and emails. This is convenient as they can be accessed from 9am-8pm, Monday
through Saturday and 11am-5pm on Sundays.
Nike .
An approach Nike takes towards delivering customer service is their mobile application, so
customers are able to make purchases. This is convenient as it allows customers to buy
things they want and need whenever they please. It also allows them to ask for a refund on
products they want returning.
A second approach would be Nike encouraging its customers to join Nike+, a fitness
website. Customers are able to upload information about their runs and about any upcoming
events. Here they engage with their own family and friends, and they also engage with Nike
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