D1 unit 14 - Evaluate the importance for a selected business of providing excellent customer PDF

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Summary

Evaluate the
importance for a
selected business of
providing excellent
customer service and
adhering to relevant
current legislation
and regulations....

Description

D1: Evaluate the importance for a selected business of providing excellent customer service and adhering to relevant current legislation and regulations. For Retail shops like JD, their customers have a certain amount of expectations from the customer service. One thing customers expect from customer service is personalised customer service. Customers want in-person service they can’t get online. This is crucial to differentiating your store from the one-dimensional online shopping experience. This will allow the customers to have service specific to them and not generalised to everyone. This will also make the customers feel appreciated. They are also expecting the customer service to be very kind to the customers. JD sports provide excellent customer service by following a scheme that they have that keeps customers happy and allows the shop to work in a particular system. They use the acronym GOALS, the individual letters for these words stand for greet, observe, ask, listen and serve. They greet the customer because JD believe that customers like to be welcomed whether they intend to buy or not. This will also make the customers feel welcomed to the store. The reason that they observe is because JD believe that all customers are different, and some may need more assistance than others. So, the staff members should observe to see when it looks like a customer is in need of help. They should also be able to read the customer signals that show they need help. The reason why the staff ask is because customers can become frustrated when there is a lack of service available. JD believe it is important to let the customer know that staff are interested in their shopping experience, this way customers will be more satisfied. The reason JD staff are required to listen very well is because JD believe that is important for their customers to be valued. Then after all of this JD's staff must serve well. This will make the customer feel satisfied and possibly promote other people to the business. It is very important JD follow these steps in store whiles providing customer service this because it leads to success of the business. JD can improve their customer service in many ways. They can do this by allowing people to order products to the stores instead of to the customers home. For example, in some instances customers will come to the store and the product they want to buy is not at the store currently. If they are ordering the item to the store the can go to the store and try it on. If the product doesn’t fit when they try it on at the store, the customer will be able to see return it instantly which can be a very good convenience to the customer. This make the customer feel like the store operates in making the customers feel happy and not the other way around. They can also improve their customer service through requesting for customers to give reviews. This way the store can know how their customer service is and find new ways to improve it. It is important that follow their customer service legislation as it will make the customer familiar with the shops policies and how it works. This is good as it will reduce confusion and frustration between customers. For example, one policy that JD have when serving shoes is that when the customer tries on the shoe they are only allowed to try one shoe at a time. This is so that the customer doesn’t try to wear both pairs and attempt to leave the shop with the shoes without buying it. Though this is case it would not be good if the customer went to one JD and they allow the customer to try both shoes on and then go to another shop and this shop doesn’t. This will make the customer frustrated because one JD is abiding by one policy and the other isn't. This is why it is important for all JD's to follow the same policies. Customer service is very important for JD as it is the key to building a relationship with customers and keeping customers coming back to the store. This will lead into JD reaching their goals in making profits for the company to grow. Good customer service will make people to come to the shop more often as they were treated very well, this will allow the JD to reach targets and increase profits. If

customers are treated badly they are less likely to come into the store and shop. This will decrease store profits and reputation. The importance of providing good customer service: 1. Customers Are Brand Loyal When clients spend money, they are likely to return to a business they know and with which they have a positive association. Quality customer service is therefore directly linked to client retention. Ultimately, all employees should be focused on enhancing customer loyalty. Simply stated, if customers have a positive customer experience, they come back; if they don't, they move on to a competitor. 2. Quality Service Is the Competitive Advantage of Small Businesses Small businesses have fewer opportunities to provide value to customers compared to large-scale organizations that can offer cheaper prices based on volume and a larger selection of goods. High-quality service can be a niche area of advantage for a small business when customers are looking for an ongoing relationship with a retailer or for a creative shopping experience. 3. Customers Tell You What They Want Ultimately, developing a positive relationship with customers through high-quality service benefits your business because you have access to the best kind of market research: Your clients will tell you directly what they want. Listening to clients gives you the opportunity to change your product or service to satisfy clients before they abandon your company in favour of a competitor. Altogether it is important that JD provide excellent customer service to build the customers loyalty to the customer. If they keep shopping at JD, the company will make more sales leading to greater success. Good customer service will give a competitive advantage to other companies to other companies as customers will bring new customers to the store. Importance of JD following legislations and Regulation

Data Protection Act (1998)- It is very important that the JD follow the highest level of security for the protecting the information of staff at JD and also protecting the customers of JD. This is because the customers and staff information can easily put them in risk of different things. These include bank details that unfortunately mean that their details will be exposed. This can put them at risk. Also, if the customers address is exposed they can be put in danger of anything. Then the customer will not feel safe giving JD their details and can lead to people to stop using JD's service. This is will lead less customers at the store. Distance Selling Regulations and Consumer Contracts Regulations - It is important that JD do give the customer that they are selling the items to all the information about the purchase. This is to make sure that the customer is well in the know about what is about to happen and can be protected if something goes wrong. For example, if a customer was charged more than they were supposed to be charged, if they have been provided the information about the purchase they will be able to do something about the situation. This will let JD customers know that JD is a reliable place to shop at. Customer Rights Act (2015)- It is important that the JD provide protection for making sure that customers get what they paid for, and if not, the customer can go through procedures to help them out. This is because it is important to show that the company is reliable when providing their service. This will allow customers to know that they can shop protected while knowing that if something goes wrong they will get what they paid for at the end.

Health and Safety at Work Act- It is important that JD follow this act so that staff members are able to give customer service at ease without the worry of injuring themselves. Also so that the customers can be shopping and not get hurt. This allows customers to have a safe place to work....