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How can a business improve its customer service to benefit the customer?

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Introduction

A. Questionnaires: they are usually in leaflets and they comprise of different question from the nationality of the customer to his preferences and dislikes. The information is obtained through asking the customer to fill them and them and then submitting them to Marks and Spencer. This method has the advantage of being precise as it is on a yes or no basis and it can also be documented. This particular method has a disadvantage of the fact that it consumes time because it takes time until we get all the questionnaires that are filled; furthermore, some customers might not feel the questionnaires. B. Mystery shoppers: this is also another way of monitoring customer where a company like Marks and Spencer pays someone to buy in their shop and see how the customer assistant helps the customer, this is usually carried out in March and November of every year in Marks and Spencer. This method has the advantage of getting a more first in hand information and therefore being more reliable and also it can be a source of making swift changes when they have been seen. The disadvantage of mystery shoppers could be that to some cases there could be wrong information that is been put through this could be that the mystery shopper could have been totally annoyed by their action and in that case make up stories. ...read more.

Middle

After looking at the different types of business information a company could use. I would like to look at the different trends that they would like to see in the organisation. The organisation generally would like to see an improvement in the sense that from good to better to the best especially in the following areas: * They the organisation would like to see an integral change in as far as the customer base are concerned. Therefore they are looking for ways to establish a wider customer base because if they don't it might cause the company to be mundane and not proficient. * They furthermore would like to see an improvement in the quality of product or service that they provide and therefore a higher standard of the products that they produce. This is important as it leads to the product being dynamic and therefore avoiding the fact that some commodities become useless in time. * The trends that they would like also to see is the improvement day in day out of the employee working skills and therefore avoiding the fact that lack of it could lead to poor growth of the company. * Continuous introduction of different training courses in all levels of employment in an organisation is also what they would like to see in the long run and therefore avoiding the fact that the company becomes archaic in ideas as well as skills. ...read more.

Conclusion

* Increase the number of customer service advisors which in turn will lead efficiency in providing services to the consumer and hence an advantage to the business. * Introduction of mystery shoppers who will lead to finding the weaknesses in the business and thus leading to the organisation fixing it and therefore being an advantage to the company as a whole. * Increase in funds on surveys, which will lead to the company knowing what the customer prefers and how and therefore helping the organisation to prepare on time. The business can also improve its customer service to benefit the organisation by doing the following: * They can introduce good promotional schemes for the customer assistant who are hardworking and therefore is an important factor for the consumer and a benefit to him * Increasing of salaries and wages for customer assistant who are highly proficient and therefore a benefit towards the employee. * Introduce a continuous assessment and course for the business, which will then lead to the employee knowing the weaknesses, and repair them such as the kaizen theory in marks and Spencer. * Introducing award scheme such as the golden handshake for the executives who have been highly productive thus an advantage to the employee such awards are like the chairman's award scheme. ?? ?? ?? ?? Abdinasir Ismail , matthew boulton college, group one 1of4 ...read more.

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