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*NEW* Unit 14 Investigating Customer Service: D2 -Evaluate the benefits of improvements to customer service performance for the business, the customer, and the employee *Distinction Graded*$16.15
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*NEW* Unit 14 Investigating Customer Service: D2 -Evaluate the benefits of improvements to customer service performance for the business, the customer, and the employee *Distinction Graded*
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Course
Unit 14 - Investigating Customer Service
Institution
PEARSON (PEARSON)
*Distinction Graded*
Unit 14 Investigating Customer Service: D2 -Evaluate the benefits of improvements to customer service performance for the business, the customer, and the employee
being retired through contacting the company that the product was purchased from.
Resolving complaints and the issue behind those complaints, amazon is able to turn
negative feedback into positive ones. Amazon determines areas that need improvement.
Listening to complaints has enabled Amazon to identify problematic areas and improve
them to ensure an excellent customer experience in the future.
Analyse different methods of monitoring customer service for a product
or service in a selected business
For starters, Amazon can use CSI to determine how good their customer service is. This is an
abbreviation for Customer Service Index, and it assesses how well brands perform in terms
of their customer service providing. Customers are also questioned and their feedback on
the company's service is taken into account. Normally, at the conclusion of the year, the
firm will be assigned a score and compared to other brands. This enables the company to
determine how good their customer service is and what they can do to improve. This is only
one method; others can be found farther down.
Amazon uses customer satisfaction surveys, which are available on their websites, to
monitor their customer service. This allows them to determine whether or not their
customers are satisfied with their products and services. The benefits of employing this
strategy include the fact that it is available 24 hours a day, seven days a week, and allows
anybody who visits the website to voice their opinion on the customer service delivery
provided by the company. This allows for any possible improvement in Amazon, as Amazon
is renowned for delays allegations, etc. So improving this based on reviews enhances and
improves their service. However employing this method can bring disadvantages, one these
can include consumers may not be able to access the survey without an internet
connection, and the information supplied by customers may be biased or hurried because it
is self-reported, and so may not truly represent business services. Amazon prefers to
conduct customer service surveys using their web application. They often administer these
surveys online, allowing customers to fully understand the brand and have access to the
information they want. It also serves as a marketing tool for the company, since the
information seeks to target the customer. Customers may also fill these out, making them a
convenient way of contact. The benefits of employing this strategy are that it targets
customers who really encounter customer service delivery when shopping in retail stores,
showrooms, or on the internet, allowing them to voice constructive critique if desired.
However, one problem is that customers may be in a hurry and will either skip the survey or
rush through it. This results in inaccurate, hasty, and often biased remarks that devalue the
brand, while using this monitoring strategy to improve their customer service
Another approach Amazon employs to monitor customer service is through feedback from
potential customers, in which they employ a "watchdog" who evaluates the quality of
, customer care provided on that given day. It also enables them to assess how well their
customer service is and where they might need improvement. 'Watch-dogs' are persons
employed by a firm who arrive suddenly throughout the day and act like any other shopper,
despite the fact that they will be thoroughly analysing the service offered by the company.
Amazon should employ this method to enhance their services, make consumer retention
higher and overall develop a high customer satisfaction level. The benefits of employing this
approach are that it provides feedback from a real-life scenario because it is based on how
staff interact with consumers on that specific day. One disadvantage is that they only
oversee customer service performance for a limited period of time, so they don't get the
entire picture. Amazon has a history of complaints and compliments. This is to ensure that
consumers are treated fairly, and it allows the company to collect feedback from customers.
Amazon will then know what is working and what is not. This will allow them to improve
their customer service and avoid mistakes when providing services to clients. This is also
necessary because Amazon complaints have increased due to the Covid occurring.
The benefits of amazon utilising this strategy include the potential for their firm to
demonstrate to its consumers that it values their feedback on how the company operates
on a regular basis. One disadvantage is that customers may make fraudulent and misleading
complaints for amazon. Amazon will squander time and resources as a result of this. They
also assess it by looking at the volume of sales. Customers are unlikely to return to a firm
that provides bad customer service. So, if sales are declining, a corporation like Amazon will
have to reconsider how they handle customer support. If sales are increasing, the company
is launching an executive customer service because consumers are returning and even
advertising the company through word-of-mouth. Another benefits of utilising this strategy
are that it provides the organisation with a numerical truth on which it can rely. One
disadvantage is that counting on sales to evaluate if a firm provides outstanding customer
service may be inaccurate since they may relate to two separate things. Finally, Amazon
evaluates customer service through customer profiling, employee turnover, and
benchmarking. These are all good approaches to do so since they compare the firm's
operations to rivals and provide a clear grasp of what the business is doing properly and
badly. This will allow the company to adapt its practices and enhance even more,
culminating in executive customer service.
Indicators in improved performance in amazon service
Reduction in numbers of complaints
An indication of improvement of customer service can result in the reduction in the number
of complaints a business receives. Amazon's providence of excellent customer service has
led them to receive fewer complaints, this is a sign that demonstrates there is less
deficiency and adheres to the service amazon offers. Thus implying that amazon has overly
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