P1 unit 14 PDF

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Summary

Describe the different
approaches to customer
service delivery in
contrasting businesses...

Description

P1: Describe the different approaches to customer service delivery in contrasting businesses Customer Service Customer service is when a company provides assistance to people that buy or use the company's products and services. For example, if a customer is struggling to use their phone that they bought from a telephone company, the customer can call the company and the company will provide assistance on helping the customer use the phone better. Customer service roles and team work In customer service there are four main roles: 

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Receptionists: Receptionist make bookings for people to either arrange meetings and events. They also greet clients that walk into their establishment. They provide refreshments for people and also respond to people's quires. Mechanic: Auto mechanics are professionals that repair and maintain motor vehicles of all types. An auto mechanic may choose to provide general repair services or specialize in a system, such as engines or transmissions. Retail: Customer service in retail is making sure that all the customers' needs are met and that they receive service when they want it and when they need it. Construction: During construction the customer service will be to keep the customers house tidy by keeping sheets on the floor

Organisational rules and procedures It is important for business to follow the organisational rules and procedures of the company because if they don't employ will not know their roles which means too many people may be doing the same thing while others are overlooked. They must also follow the legal requirements that the company must follow. For example, when recruiting somebody, you must make sure they have the right documentation proving they have the right to work in the UK. If they don’t have these documents and are caught, the company will have to pay a fine and the employee will not be allowed to work in the UK. JD Sports Approach to Customer service Jd sports is a retail shop that sells clothes and clothing accessories. Jd's approach to customer service is very simple. In JD the main goal is to make a profit for the company. In order to do this the customer service must be able to give customers a good experience and which means they will come back to the shop as they’ve given them a good experience. JD sports staff must have detailed knowledge about the products they sell. This is to look professional and to give the customer a pleasant shopping experience. For example, if a customer wants to buy a product that’s got to do with running shoes, and asks you for recommendations as a sales assistant. The staff member must be able to point out the best shoes for the person and be able to give further information about other running equipment. This makes the customer feel that if they shop there all their needs will be met. This make them want to return to JD for the next time they go shopping. Also the staff must be able to have good selling skills. As JD is a for-profit industry, they need good sales assistants that know how to get the customers to buy from the shop. When a customer comes into the shop the staff must greet the customers and ask them if they need any help. Also, if the customer is giving signals that they need help, the staff members must be quick into helping the customer and lead them to a sell. They must also recommend other side products like "crep protect" to the customers, they also do this to increase profits. Team work is very important to JD sports workplace this is

because they can only serve customers quickly and efficiently as a team. For example, if a customer wants a shoe, the sales assistant on shop floor will radio the person in the stockroom letting them know the shoe size and what shoe it is. Then the person in the stockroom will then bring the shoe onto the shop floor. This is why team work is key when talking about customer service. JD the customers are commonly there to buy sportwear products and fashion products. This varies between different accessories, shoes and clothing. JD sports customers expect good, fast and kind customer service. They expect all customers to be treated equally and fairly. This will keep the customers coming back to the store and build a relationship with them. JD is in the retail industry which takes different approach to customer service than to Nando's which is a restaurant in hospitality. Customer service in retail need different skill and knowledge which include the selling of tangible goods through good selling skills and the need for detailed product knowledge. Customer service skills are important for almost all retail positions. Retail associates in particular need to be positive, friendly, and helpful with customers, helping them make purchases and deal with any issues. Retails customer service try their best to make sure that customers come and leave with the specific product they want that suits them. The customer service in JD should be able to help people with their excellent knowledge of the products they are selling. This will allow any customer in the store to ask questions and they will be answered by the customer or advice and staff members should be able to give detailed advice on what they should do. This is important so that customers see skilled employees and also so that they can get exactly what they want as a customer. The customer service will also how to know how to push a product to a customer so that they will have a solid interest in buying it. For example, when a customer buys a white shoe the JD staff should recommend the customer a Crep Protect spray (a spray that protects the shoe from stains) this gives the customer a feeling that the shop care. Also, it allows JD to make sales on their side products. 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 have different types of customers: 1. Children – In JD there are young customers that come into the store to look at their favourite clothes. As young as they are and the fact that they may not have money to buy the items they should still receive good customer service. This is because they may ask their parents to buy the items in the store later. 2. Teenagers - In JD it is very common to see teenagers come iinto the store to buy fashion and sportswear. This is because they may be doing sports in school and also, they are JD's target market when it comes to the clothes they sell. 3. Family's – It is very common for families to enter to come into the store for the parents to buy clothes for the children. And it is also common to see Parents buy clothes for their children or spouses birthday. How JD build customer relationships:

1. JD sell products that are exclusive to them. This means that the sell products that you can only buy at JD sports. This builds relationships with customers as they will feel that JD are unique and that buying products from JD separates you from everyone else. 2. They also build relationship with customers by providing a very cheap next day delivery service compared to other sport retail shops. This will make customers feel that JD is much faster and reliable. Nandos Approach to customer service Nando's is an international casual dining restaurant chain originating in South Africa. Nando's was founded in 1987, Nando's operates about 1,000 outlets in 30 countries. For the customer in Nando's the staff needs certain set of skills. These skills will help them serve customers well which will make customers want to come back to the restaurant as they had such a good experience there. The skills they need is to able to right the customers' orders down quickly as they may get many at a time. This is very important skills as if they do not do it properly, some customers may not receive their orders in time. This will make the customers complain and may leave them with a decision to make about ever coming back to Nando's. Another skill the waiters will need is to carry a lot of drinks and plates without the falling. This is an important skills as if the plates fall on people or on the floor it will be a health and safety risk. This can injure the customers which can cause Nando's to get sued and also lose customers. Teamwork is very important for Nando's. This is a lot to do with the communication between the waiters and chefs and the communication with all the chef themselves. The communication between chefs and waiters is very important because if the waiter does write down the order properly the chefs will not be able to bring out the right food. This will mean that the customer will have to wait for a wrong order and order a second time. This will waste the meal and the customers time. Also, the group of chefs need good teamwork so that all the food is served on time. This is because the staff have a big order they must all work together to make sure the meal is served on time. Customers at Nando's commonly expect their food to be given to them within 5- 12 minutes. They also expect the waiters to be respectful and welcoming the customers into the restaurant. They expect the food to be done well and they will expect a nice clean place to eat. Through Nando's having all these customer service qualities they can they can build a good relationship with their customers. As the customers have had a good experience they will come back to the store and even invite people. Nando's staff will need a certain amount of skills to provide effective customers service: 1. Focus – The waiter that records all the different meals the customers want must be very focused and fast to record what every customer wants. They must write everything down fast. 2. They must have the skill of serving customers on the table and also taking the finished cutlery, plates and bowls of the table efficiently. This is a difficult as they are asked to carry a lot of things at the same time. This means that they need to have this skill so that drinks are not spilt, and plates do not fall. 3. Quality - The pepole in the kitchen must be good cooks and know what they are doing so they serve a good meal. This is important as the quality of the food is the most important thing to making a customer satisfied in a restaurant. Nando's customers have a certain expectation for how their customer service should be, these include:

1. Whether you have a fast food or full-service establishment, the quality of food is important. Temperature is one of the most important qualities or aspects of a meal. It affects the overall taste of the food and satisfaction with the meal and may cause diners to feel that the food was low quality if it's "off." Have diners rate the temperature of their meal. Food that's going out at a correct temperature is more likely to taste good and leave guests satisfied. Nando's customers expect their food quality to be good and consistent every time they buy the same meal. 2. Greeting of guests, whether at the door for a full-service restaurant or at the counter for fast food, is a vital part of customer service. Have guests evaluate how and when they were greeted. Greeting guests in a timely manner with a warm welcome makes them feel valued and goes a long way toward ensuring they have a favourable experience. Nando's customers will expect a warm welcoming as it will make their experience there more comfortable.

3. Nando's customers expect to eat in a clean place. They will probably feel uncomfortable if there is mess on the place they were eating previously. They will not feel that they take care of the restaurant and that is not hygienic. How Nando's build customer relationships: 1. Nando's have a loyalty card with their customers. The way it works is the more customers buy food from Nando's the more points they will receive. These points can be built up to buy a full meal. This builds relation with customers as they are showing their appreciation to customers buy giving back. 2. Nando's sometimes will do surveys with customers asking how they felt their experience at the shop was that day. They will then take the data and try to improve on this so the relationships with customers will be better. Customers at Nando's: 1. Party guests often go to Nando's to have a meal. These can be either to celebrate a birthday or to celebrate something else. The may come to Nando's as a group. 2. Families often go to a Nando's to eat together. For some families they will go to Nando's to eat once a month just to get together and enjoy and talk to each over whiles enjoying the food. 3. Couples will also go to Nando's to have their dates. This is why it is important that the shop is very clean and presentable for people to have a date there....