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

Marks and Spencer's use different techniques to monitor it's customer service. For example:If a customer calls to discuss a new opportunity and Marks and Spencer's can not quite place the name

Extracts from this document...

Introduction

E4: Monitoring and Improving Customer Service at Marks and Spencer's How a good customer management system can help Marks and Spencer grow Marks and Spencer's use different techniques to monitor it's customer service. For example: If a customer calls to discuss a new opportunity and Marks and Spencer's can not quite place the name or recall the last contact, they shouldn't' search desperately through the office or on the computer for traces of information, they have got a good customer management system they can simply bring up a single screen on the computer and click on the customers name. Instantly, an overview of Marks and Spencer's entire history of contacts and correspondence pops up on the desktop showing customer information ...read more.

Middle

This can pull together data from multiple software sources, including e-mail, projects lists, appointments recent Marks and Spencer's transactions, spreadsheets, contact information from Outlook and Outlook Express etc. The information can be organised simply and clearly on a single screen, making it easier to find relevant information at a single glance. For example, if Marks and Spencer's need to review the last letter they sent to one of their customers, they just click and it opens, or look over the same customers invoice with another click. This means that Marks and Spencer's can get details instantly without searching. How Marks and Spencer's customer manager can help them to manage their customer information Use one-click access to key customer data to respond more quickly to customer needs, without making them wait. ...read more.

Conclusion

How Marks and Spencer's can benefit from this customer manager Marks and Spencer's no longer will have to be looking around for accurate customer information that was moved away in a variety of programs. Everything is right at hand. All the data is now organised in way that takes seconds to access. With customer manager, Marks and Spencer's are able to integrate their database of congregants, suppliers, customers etc. and have all of their information working together in one highly effective system. This single thing alone can drastically reduce paperwork, eliminate wasted data entry, and save Marks and Spencer's time and money. Customer manager will allow Marks and Spencer's to effectively track the status of each client from the first inquiry to the completed TAX return. Information will no longer be misplaced. ?? ?? ?? ?? ...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

    2.0 Terms of Reference 2.1 Anyone thinking of starting their own business or joining an existing business needs to have at their fingertips knowledge about what makes a business work successfully. This report explores the business of Marks and Spencer in order to determine in analysing the company I will

  2. Different types of customer service and their needs

    caf´┐Ż. None English speakers The needs of none English speakers are that they might need to deal with currencies, people that speak a variety of languages so if people come in and can not speak English they need to

  1. Business report on Marks and Spencer.

    focus on the following areas types of the business, business objectives, structures and cultures. 3.0 Procedure 1 I have phoned the head office of Marks and Spencer to request their Annual Report, since they don't send it out they only send out there Annual Review.

  2. customer service with in Sainsbury

    * The home. There has been a huge increase in the upkeep and decoration of our homes - reflected in the popularity of house and garden improvement shows, alongside a surge of interest in cooking and food.

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

    Rail Car Q10. Which newspapers do you read? Times Sun Mirror Guardian Other___________ don't read newspaper Q10. Which type of television programme do you watch the most? News football comedy drama music Soaps 0ther________________ Thank you for answering these questions. Results of Questionnaire My questionnaire received a number of votes supporting the re-nationalisation of the railways.

  2. Interviewing Techniques.

    Merton et al (1956) wrote "The Focus Interview" a classic in this area. Using the focus group method is an efficient technique of qualitative data collection and it is also very timesaving, whereas a group is interviewed rather than an individual.

  1. Communication and Presentation Techniques

    Different people interpret and utilize it in different ways. In order to make the most of the available technology, users should try to understand both, the positive and negative sides of the tool they use. Telephone Communication Method Telephone is a Verbal method of communication. It helps people to communicate anywhere in the world.

  2. Richer Sounds Customer Service

    cheaper low quality goods and can cut down on the number of employees at work. Richer Sounds believe that this will reduce the quality of customer service that is provided by the business, due to fewer employees and high priced goods.

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