Investigating business. Within my business I am going to be meeting many different people every day, my customers expectations will need to be met, in order to do this appropriate customer service must be taken on board.

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Unit 2, theme b.

Unit 2: Investigating business.

Theme b.

Within my business I am going to be meeting many different people every day, my customers expectations will need to be met, in order to do this appropriate customer service must be taken on board. To undertake this my business will need a service charter, which sets out the businesses commitment and the standards of service I will aim to provide. In order to satisfy all of my customers this service charter will help me improve or create PDWs service standards.

Another way to satisfy my customers expectations is to do some secondary market research on other companies to view their received feedback about the service provided from their business. This will be a huge advantage as I can then analyse the expected service standard from customers.

When greeting a customer, this first moment in which they attend the shop is the first chance to make a good first impression.  Therefore, the way I will approach my customers will have a lasting impact on them and will likely drive the direction of my relationship with them and theirs with PDW from that point forward.  A friendly smile and warm pleasant greeting when customers arrive will create a good atmosphere and make them feel welcome. I will need to maintain a positive attitude with all of my customers whilst offering my service, keep my conversations with them light hearted, yet professional. I will also need to ask specifically how I can help them, and how my service can offer the best of their wants and needs. For future references when my business moves into a shop and I have enough cash to pay employees all staff will be trained thoroughly on how to greet customers and how to deal with any complaints correctly to ensure full customer satisfaction and maintain a good reputation.

I intend to greet all of my customers to the highest of their expectations into PDW so that they feel welcomed and respected whilst they shop. I will briefly explain what service I have on offer to all of my customers. The service that I will offer to all of my customers is a personalised logo company specified in dance schools, in need of customised dance wear. Customers will have the chance to customise their own dance where in order for them to feel comfortable whilst dancing, as I am only a sole trader to start up, my website will be advertised and dealt with online, this will make it easier for customers to tell PDW exactly what design they are in need of, in order to specify their total satisfaction, any requirements that customers may have, can be recorded and answered on PDW website itself however and telephone number will de displayed on the homepage of PDW website in case of instant requires that customers may want to make. The service will be carried out by steps on the website, the payment details will be fairly simple, and will need to be completed on the last page of the websites steps

I will have a online website along with a shop, online payments will be dealt with through card, this money can be refunded if a customer is not happy with the product that they receive. If a customer is not satisfied with their product, I will acknowledge this issue and solve it until they are entirely happy. The delivery date of the product will be issued once the company is told what the customer is in need of, depending on how big the customer’s order is depends on how long it will take, it will be delivered within a reasonable amount of time, however if our customers are unhappy with the reliable, consistent service that PDW aims to provide at all times. Then the telephone number will be situated on the website of PDW so that you can get in touch with us and how we will deal with your complaint or issue. Once PDW has the full details of a customer’s complaints our promise is that we will normally take no more than 28 days to respond fully to your issue, in addition it will be stated on the complaints procedure that some complaints may take longer to resolve. The Customer Service will take ownership of your complaint and look to provide you with a resolution, at every key step in our complaints process we will give you the opportunity to let us know if you are happy or unhappy with our response. If customers contact PDW through the website or in writing then full details must be provided of the complaint.

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As I am only starting up as a small sole trader and working from home my business will be situated in a room that my parents are letting me work from in their house of which I will be paying them monthly for. I am starting off with a home based premises for now as it is more affordable, as I have no profit to pay out in large amounts for the rent of a shop for example. However for future references I hope that when my business expands and sales increase I will be able to afford rent ...

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