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

Experience as A Customer Service Agent.

Extracts from this document...

Introduction

Experience as A Customer Service Agent. This is a customer-based assignment, and I have been asked to write a report outlining my personal experience as a customer service agent. I must include evidence of my work with at least four different types of customers. I must include evidence of my ability to adapt a different attitude and reaction to different customers needs. Customer service is vital in any organisation, more so today, as there is so much disposable income available to people, and hundreds of thousands of products on the market, making tough competition for organisations. A company will do better with good customer service than another so demands must be met. Customer service is the way a customer is treated by staff. It covers the queries and complaints - The way in which they are dealt with. Good and bad customer service affects the relationship between customer and business. An organisation, which whole-heartedly uses Customer service and where this is engrained, the company will do well. Customer service can help to gain repeat business and to retain its customers, by providing an effective service so that the customer leaves satisfied. ...read more.

Middle

Marks & Spencer - 1999 A woman in her late 30's came into the store and bought her shopping. The woman bought various other things that day, but soon after she left, she had realised that she had left her handbag within the store. When she had gone back to the place where she thought she had left it, it was gone. The woman was making a lot of the customers within the store very upset, and this was at our peak time so a lot of customers where within the premises. Many sales assistants had complained that the woman was blaming them for lifting her handbag, and then I......... appeared on the scene! I took the woman to the customer service desk so to get a formal statement from her, but also to diffuse the situation and not make a scene in front of the existing customers within the store. I had first asked the woman her name. She was called Claire. I asked where she had left the handbag and she claims to have left it in the Menswear department. ...read more.

Conclusion

The woman described the handbag as; a grey weaved bag, with two compartments and a zip fastener and a black shoulder strap. The description matched the handbag, and Claire was ever so polite, embarrassed but polite, and she couldn't stop thanking us. Scenario Two 2) Kingpin - 1999 While working with the bowling alley as a customer service agent, I received a letter from a customer asking for information about the Facilities on offer and also prices for a group of 15. I wrote a letter back to the customer, and it read as follows. Gloster Road Martlesham Health Ipswich IP5 3RJ Mr Brian Johnston Date as Postmark 9 Culmore Rd Derry BT48 OFE Dear Mr Johnston Following your request for information on the facilities and services within the complex, I am pleased to supply you with the information you requested in brochure format. We hope that you find the information supplied relevant and we look forward to seeing you. If you require any other information please contact me on 02871287556 - Direct office. Yours sincerely Michael Rabbett Customer Service Agent. ?? ?? ?? ?? Michael Rabbett 13R ...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 ICT in Business 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 ICT in Business essays

  1. REPORT ON THE BUSINESS OF MARKS & SPENCER

    So you could say that Marks and Spencer's are aiming for as much profit as possible. In the UK retail the turnover and operating profit before exceptional items were £6.3 million, in 2000/2001 compared to last year 1999/2000 is £6, 4 million, so at the moment Marks and Spencer UK retail business is not so successful at profit maximisation.

  2. Different types of customer service and their needs

    Different people may or may not know what they want so you have to be aware of this when you are dealing with them. Dealing with sensitive situations The business has to train their staff to deal with different issues e.g.

  1. Business report on Marks and Spencer.

    Profit Maximisation is often the main aim of the private sector business. This can be achieved where the difference between the total revenue earned by the business from selling its products and the total cost of the products is the greatest.

  2. customer service with in Sainsbury

    - Misleading pricing = makes it illegal to mislead consumers about the price of any good, service or facility. * Data Protection Act (DPA) 1984 - This Act protects the confidentiality of information stored in computers. The Act requires anyone - an individual or an organisation - holding personal data on computer to register with the Data Protection Registrar.

  1. For this unit I will be looking at the marketing of an existing service. ...

    These segments are made up of business clients and consumers from social classes A, B and C1. Keynotes (2002), state that the average number of trips per week on national rail for social class A-C1 is considerably higher than that of social classes D & E.

  2. Richer Sounds Customer Service

    To do this they may have a whole team specialising in enquires only and a separate teams for income phone calls or e-mails. Clear honest information- No customer wants to shop in the store in which the signs have been deliberately set out to wrong foot the customer or to

  1. sales and customer service within Apple

    businesses and education institutions with the flexibility of acquiring Apple's latest technology with low, convenient monthly payments. Apple offer all these payments online Apple offer their Apple Visa card which allows customers a Visa card with no annual fee and no interest fee on their purchases for up to 90 days.

  2. Customer Service

    Ronald McDonald Houses provide temporary housing near hospitals for the families of seriously ill children. Today, Ronald McDonald House Charities operate more than 170 Ronald McDonald Houses in 13 countries. International expansion also became an important part of the company's business strategy.

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