• 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

    and judging their development and progress, and there would definitely be critics waiting for BA to do anything wrong - so because of that, this gives the staff of British Airways the extra incentive to want to achieve this aim so to resist the negativity that would be thrown towards BA if they were to fail.

  2. NETFLIX CUSTOMERS SATISFACTION

    By doing so, the network of org?niz?tion?l units is more ?pt to work effectively together to ?ccomplish the over?ll customer service ?ims of the org?niz?tion. Company Overview Netflix w?s the first company to cre?te ?n online DVD movie rent?l service.

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

    out to the shops or it is easier to shop online by Ginsters having an online store this would help Ginsters in meeting their stakeholders needs as it would make many of their stakeholders lives easier as they would not have to leave the house to buy Ginsters products.

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

    businesses in need of help, this website provides information and support for all aspects of business that someone is willing to start up, the aspects include things such as finance, grants, taxes returns and payroll, employment, skills, IT and e-commerce, sales and marketing etc.

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

    By 1901 Marks and Spencer's built a warehouse in Manchester. It was their first built to their own specifications and became the businesses first registered address and headquarters. 1903 saw Marks and Spencer Ltd registered as a company with a capital of 30,000 �1 shares, these shares were split equally between Michael and Thomas.

  2. Financial Feasibility of Opening A Business

    provides me with a larger scope for generating profit throughout the whole day rather than just during the night time. Since I have decided to aim my pub at the 18-35 year range, I am going to have to provide some entertainment as well as just a place to drink.

  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

    doesn?t have customers than business will eventually fail. That?s why it is so important to present organization and its product in a way which will not only attract the demographic, but inspire them to come back again 1. Location One of the most important things to making a success in vita co.

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