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Investigating Customer Service

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INVESTIGATING CUSTOMER SERVICE Introduction: In this report I will be investigating customer service of two complementary businesses which are China Place and Sainsburys. One of the businesses will be small business whereas the other business will be large. I will also be investigating how each of the originations makes their customer satisfied and meet their requests. I will be looking at internal and external customer of both organizations, different types of customers, customer expectations, pre-transactional, transactional, and post-transactional, how customer expectations affect customer service also similarities and differences between both businesses. I will then conclude the information that I have found out during my investigation of China place and Sainsburys. China Place China Place is a retail outlet store and has been trading over 10 years. China Place sells products which are for table and home wares. For China Place there is not much of competition because it is the only store that sells these products in the Outlet centre and the only competitor for this business in Ashford Kent is Woolworths and Wilkinson. China Place is privately owned by Mr and Mrs Carter which means that they are liable if the business goes bankrupt. The ownership type for China Pkace is Limited Company. All limited companies are incorporated, which means they can sue or own assets in their own right. Their owners are not personally liable for the firm's debts (limited liability). The ownership of a limited company is divided up into equal parts called shares. Whoever owns one or more of these is called a shareholder. Opening hours: * 10am-8pm weekdays * 10am-7pm Saturdays * 10am-5pm Sundays There are approximately 5000 customer transactions being made each week. Employees at China Place * 2 full-time workers * 7 part-time workers * 6 weekend workers. * China Place Aims * For business survival * Making a profit, to breakeven. * To provide an income for the family. ...read more.


Old customers usually have more opportunities and choices. For old customers they are more familiar with the business and what the business provides. If the customer service provided is not at a god standard it the reputation of the organisation may still be same for them, whereas because the new customers do not know about the business they will need extra care and attention. For new customer the first impression of the business is very important. Internal or external customers that have been with the business for long time may benefit from entitlement of additional loyalty such as higher discounts, store vouchers and may be air miles. Internal customers such as new staff may need to be attracted by higher wages (golden hello). Loyalty staff may receive higher payments, longer holidays, larger pension and even better promotions. Sometimes ages of staff determine the wages specifically in teenagers. Old and new customers may be treated in different ways because of the following: * If there is poor customer service to the customer which has been with the business long time, they may not change their views because they are already familiar with the business * Customers which are new to the business will need more attention and care because they do not know about the business * Customers which have been with the business for long time may be entitled to additional loyalty benefits like higher discounts and store vouchers This also applies to internal customers such as employees and other staff working for the business. * New staff may need to be attracted when there are shortages by offering them higher starting salary which is known as the 'golden hello'. * Internal and External Customers Internal customers are: * Shareholders * Employees * Internal service providers * Managers * Departments Internal customers are customers within the business. External customers are: * State and society * Families * Suppliers * Businesses * Individuals External customers are the customers outside the business. ...read more.


They would also like money back from the business. * Employees - employees * Internal service providers * Managers - * Departments -work together so the activities of the business are conducted satisfactorily External customers are: * State and society * Families * Suppliers * Businesses * Individuals - need to know the aims and the objectives of the business have a good understanding of the product or service they are selling and the level of the service they are expected to give to customers and to their colleagues. Pre-tansactional, transactional and post-transactional Pre-transactional means before-sale. This means that the customer should know the following before sale is being made: * Information on what products are for sale and where and when they will be available * If there are any special offers any some details of the product price * If customer wants further information about the product there should be staff available from the business * Proper storage and transport will protect the product * The opportunity to pay in advance Transactional - this is when the actual service/ sale take place. The main points of transactional are: * Staffs needs to treat customer courteously, provide customers with honest information and advice. Customers should not be pressurised and should be served promptly. * If the product on sale involves electrics, mechanical parts, equipment and clothes they can be tried out or tried on to see that the product does work * Customers should be easily able to surf through stores, showrooms or websites which means they will need to be laid out properly * Stock should be existing and provided when necessary * There should be variety of payment methods available Post-transactional - this is after sale. This is also important like pre-transactional and transactional. The main factors of post-transactional are: * Protective wrapping and packaging * If wanted delivery it should be available * Warranty or guarantee * Information about new products such as upgrades * Servicing and repair of durable goods such as cameras. ...read more.

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