Said Al                                                                                                                                                      P3 Unit 41

Introduction

In this assignment I will be writing about the difference between customer service and selling skills i will also be describing why customer service is essential in retailing, the two organisations that i will be looking at is Harvey Nichols and Argos, i will be looking at how they offer customer service in these two organisations.

Definition of customer service and sales

Customer service is the skill to provide a service or product in a way that is satisfying the customer needs, while the definition of sales is the exchange of goods or service for a quantity of money.

Why customer service is essential in retailing?

Customer service is the key for a successful business because without customers there’s no business.                                                                                                                                                   Good customer service is a vital element in retailing because if a customer feels that the organisation has valued them then they will come back again and again and also they will recommend other people about the business and how it values its customers.                                                                                                                                   Good customer service is important because it not just customers who benefit from good customer service, staff to for the reason that they will be more motivated to work for an organisation that offers excellent customer service.                                                                     Customer service is the key for any business to succeed for example Holiday inn which was first opened Memphis, Tennessee, U.S it became very popular because of, offering high standards of customer service, which now holiday inn is very popular for offering excellent customer service so this shows that customer service gives reputation to customers.

Customer service is also very important because customers all ways take their experience with them, so if an organisation offers a bad customer service the that customer will take their experience and share it with their friends and relatives which will  result the customers friends and family not also going to that organisation because of what they heard, which they two would not want to experience so it is vital that retailing organisations offer customer service

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Use of ICT in communication with customers

There are number of ways that ICT can be used to communicate with customers such as:

  • E-Mail ( it is important that when a member of staff sends an E-mail to a customer they must use a formal language and be polite)
  • Text ( also when a staff sends a text to a customer informing them of something they must write it formally and keep it short )

Argos

Argos is a retailer shop where you find in every high street it sells many products ...

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