GNVQ Intermediate Business Customer Service Assessment One
I have been set an assessment for customer service which involves studying how customer service deals with complaints. The business I would be studying will be Safeway. I will study how Safeway’s customer service meets the customer’s benefit and how Safeway show’s a high quality of standard of service. I will also include a clear explanation of why customer service is important to the organisation also an analysis of poor customer service for the organisation.
Task 1 Customer service is very important to Safeway’s because it’s a service provided to customer which they could get information from. Safeway has a customer service desk in all of its branches; this is to help the customers with any problems e. g. dealing with complaints or refunds. Having a customer service desk at Safeway gives an image of Safeway being helpful to customers. Employee’s responsibilities to provide good customer service
The employees at the customer service desk have a lot of responsibility so they could provide good customer service; these include employees being on time for work, making sure they are organised all the time when they are at work, making sure they had all the training courses within the organisation, employees need to have good product knowledge so they know what they are talking about when dealing with complaints or selling products, employees has to have good communication and listening skills which they would need when passing no messages, telephoning someone, sending an email, getting the message across or making sure that they understand customers needs. All of these are going to be needed to provide good customer service at Safeway’s.
The benefits of having satisfied customers at Safeway’s 1) Satisfied customers – when customers are satisfied they would come back to shop again and this would lead to an increase sales 2) When sales increase more profit would be made and some employees could get an increase in their pay. 3) A good public image – with this most of the public would recommend their family and friends to shop at Safeway’s because of the services and facilities provided 4) An edge over the competition of rivals. The cost of having dissatisfied customers at Safeway’s 1) Dissatisfied customers – when Safeway’s have dissatisfied customer’s the company would lose customers
2) A bad public image – with this problem Safeway’s is going to lose their reputation against other supermarkets 3) With out any customers shopping, Safeway’s is going to lose a lot of money and could go bankrupt The consequences of poor customer service for Safeway’s are that customers are going to be angry with the service because of: 1) Lack of staff e. g. if there’s no staff around to talk to 2) Lack of staff knowledge e. g. when a staff is trying to sell a product she/he would not know what the advantages or disadvantages are 3) Fallen profit 4) Not getting new customers 5) Increasing costs e. g. main taints bills, wages, business rates, rent etc Task 2 The situations that require staff at Safeway’s to have contact with customers
It is important to realise that dealing with customers is not always about selling them something. There are many different situations in which customer service is provided, for example: 1) Providing information – e. g. any special offers, company information or any jobs 2) Giving advice -e. g. different types of brands, the times that isn’t that busy at the supermarket or types of different loans 3) Keeping records – e. g. customer details, how often that person shop’s at the supermarket per week 4) Dealing with problems – e. g. when a customer is unhappy that the product is out of date or out of date 5) Receiving and passing on messages – e. g. if a customer wants to pass a message to the manager that the store is very dirty or untidy.