• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

Devoloping customer Relations Assignment 3

Extracts from this document...

Introduction

Customer Relations Assignment 3 Introduction In this assignment I will be describing how consistent and reliable customer service contributes to customer satisfaction, explain why presentation, interpersonal and communication skills are important to customer service. Task 1 Consistent means keeping up the pace as in nonstop and reliable means someone you can trust and rely on. Consistent and reliable customer service will lead on to customer satisfaction because the customer will be satisfied with the service they got for example if a customer goes to buy shoes in Clarks and receives a very good service as in being greeted and receiving a fast service the customer will be satisfied, the customer will then refer Clarks to friends and family which will then lead on to more profit and reputation. Clarks provide a range of training sessions to the staff for customer satisfaction for example they provide a training session that involves some of the staff acting as customers and staff, they act out different situations that might occur in Clarks and find a way to always keep the customer happy with the service provided. ...read more.

Middle

a problem occurs in Clarks the employee will let the customer talk without interrupting, checking that the staffs have the facts right, doing everything that we can do in order to help and referring the problem if it is serious to the store supervisor. Task 2 Presentation skills relate us to a person, for example staff at Clarks welcome customers with a smile and wear the Clarks uniform this is good presentation skills. Interpersonal skills are the way a person behaves when they are dealing with another person for example their attitude. Waiting appropriately Communication skills are the way a person communicates with another person for example their body language, tone of voice and their listening skills. Presentation skills are important to customer service because it is the first step for customers, for example if a customer walked into Clarks and saw all the staff with their shoulders down sitting in the corner of the room they will think that the staff don't care about anything and will ...read more.

Conclusion

language used these have to be done in order to provide a good service and get customer satisfaction Tone of voice is the way you speak it reflects your mood for example if you were in a grumpy mood you tone of voice would be slurred, pitch of voice is how loud you speak. Communication Skills are very important, because you want the customer to feel comfortable. If you are stuttering and not looking at them they won't feel comfortable. And you always want your customers to feel comfortable. Task 3 Disabled customer who has vocal problems comes into boots asking for assistance: Customer: Hi there can you please help me find the Olay aging facial cream. Staff: Say it again Customer: Hi there can you please help me find the Olay aging facial cream. Staff: Say it again Customer: can you please help me find the Olay aging facial cream Staff: Say it again Customer: Forget it ill take my business elsewhere ?? ?? ?? ?? Abdul ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our AS and A Level Case Studies and Analysis section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related AS and A Level Case Studies and Analysis essays

  1. Unit 12 - International Dimensions of Business Task 1

    is to make sure that all flights carried out are done in a safe manner. By complying to this aim, both businesses want to make certain that all flights are properly carried out as so nobody (whether is be staff or passengers)

  2. PEST is a planning tool which is used by a business to evaluate and ...

    could mean that people who are trying to lose weight to become healthier will be less likely to eat meaty products. This means that people will be less likely to eat Ginsters original pasties as they are made with a high percentage of meat a lot like most of Ginsters products.

  1. NETFLIX CUSTOMERS SATISFACTION

    Org?niz?tions ?re obliged to serve their customers. In the eyes of the service-profit ch?in theorists ?nd ch?mpions of org?niz?tion?l qu?lity, the closer the org?niz?tion beh?ves in terms of wh?t is expected of it by its customers, the more effective the org?niz?tion. Simil?rly ?nd directly rel?ted to this rese?rch effort, the effectiveness of intern?l org?niz?tion?l service units c?n

  2. Business plan. The business that I am going to produce is a personalised logo ...

    T- Time specific - they have a time limit of when the objective should be achieved, e.g. by the end of the year There are 7 different objectives which below I will state, however the first three objective are the main objectives of which apply to my business.

  1. Financial Feasibility of Opening A Business

    Throughout the first year of the ban, 31% of pubs (57 per month) in the UK closed due to a downfall in sales. While another 36% were merely converted into shops, post offices or other functional buildings. So in order to stop my business from falling into this statistic, I

  2. Disneyland and M&S. I am going to investigate customer service in two separate ...

    The stalls site was given a commemorative clock in which to celebrate the company's centenary in 1984. In 1894 Michal Marks had then obtained 12 premises therefore deciding he needed a partner, he asked a man called Thomas Spencer who agreed and invested �300 into the business and on the

  1. starbucks customer service

    This can also have a negative effect on the business reputation for having good, helpful and friendly customer service. With new customers to the business they may need to have the services explained to them such as what drink there are to order or what to do in the way of where to pick up their beverage from.

  2. RELATIONSHIP MARKETING - factors affecting customer satisfaction

    First impression is a lasting impression. This is not just true in personal aspects but in business situations as well. Walking into a department store that has great prices but garbage on the floor, a bad smell in the air and items thrown all over the shelves and on

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work