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

Developing Customer Relations

Extracts from this document...

Introduction

BTEC First in Business Unit 2 Development Customer Relations Customer Service Situations Miss Mc Govern Contents 1.0 Introduction 2.0 Providing Customer service 3.0 Presentation Skills 4.0 Interpersonal Skills 5.0 Communication Skills 6.0 Customer Service Situations 1.0 Introduction Customer service is the provision of service to customer before during and after a purchase also it's the ability of an organisation to recognise and consistently meet its customers' need Employees may find them self in a situation that they sold a product and the customer is been arrogant saying it is faulty they need to stay calm 2.0 Providing Customer Service A new employee can provide good customer service by been well presented on their first day and wearing their uniform appropriately greeting the customer politely. 3.0 Presentation Skills In this section I am going to say why presentation skills are important to customer service Skill Why it is important As this is merit grade work, I need to expand each box. ...read more.

Middle

how prepared they are to start business and also the presentation shows how hygienic they are If in McDonalds the tables are dirty it will put off customers and they wouldn't eat in there Greeting Customers, Courtesy, Confidence, Interest, Thoughtfulness It is important because it shows that the employee cares that a customer is there and it makes the customer feel welcome If you greet a customer every time they come in to your business they would attract more customers to your business by telling them how polite employees in the business are Responding to different customer behaviour, Tact, Efficiency It is important to adapt to different customers and situation because all customers aren't the same and they will have different attitude towards the employee/ business If a customer complains about how bad service is and you respond to them quickly it would show that you're sorry Of voice, pitch, language e.g. technical language, use of slang How you communicate to customer is important because all customers are usually different e.g. ...read more.

Conclusion

A friendly person will normally behave in a cheerful way also if u enjoys working with people you will normally behave in a courteous and thoughtful way 5.0 Communication Skills In this section I am going to talk about communication skills Communication Skills are important to customer service. It is crucial that information is clear and accurate. In customer service employees must be able to explain company's policies to customers and answer question about product and service. Tone, Pace, Pitch of voice, Slang and Listening are aspects of communication skills Tone is difference between the way you talk to a supervisor and your friend. Tone is how informal or formal you are and the tone of your voice Slang includes word used informally such as waste of space, chill. None should be used in business when talking to an external customer. Pace relates to the speed at which you speak and should be varied depending on your audience. Listening skills are invaluable in business particularly in the following situations e.g. ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People 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 GCSE People in Business essays

  1. Customer service Tesco's customer expectations

    There are three sections covering every aspect of Tesco operations, including product design and development, purchasing, manufacture, installation, inspection and testing, maintenance, storage, marketing, sales and distribution, packaging and waste disposal. Tesco needs to write: 1. Quality policy 2. Quality manual 3.

  2. Shareholders - Tesco

    If there are more stores in the Newcastle upon Tyne area then the more chance there is of the customers going to a store, the more customers that are in the stores then the more products will be sold. If there are more products sold then that means that there will be more profits.

  1. This coursework is about the customer service at Argos. It covers the following:Responsibility of ...

    Argos customer service functions are: * The main responsibility of the customer service department is to ensure that customers receive fast, high quality responses to their queries. * Prompt resolution of customer complaints * Detailed scheduling of delivery, installation, training and any other associated services * Immediate notification to of

  2. Produce a case study comparing two business organisations, investigating the extent to which each ...

    Directing a team of Accounting Centre Advisers across a number of stores they will make sure that all cash and stock information is accurate and balanced. An eye for detail will be vital as they prepare and present data for financial accounting, making sure information flows securely and reliably throughout the Company.

  1. business communication skill ( interpersonal and presentation)

    If the staff cover these points it will mean a professional out come for the hotel because the first impressions count with customers. Description of interpersonal skills and explain Interpersonal skills are how people relate to one another in everyday life using language skills such as via a telephone or face to face.

  2. Employer - Employee Relations in Blacks camping shops

    a financial year and can last for up to 12 months or longer. An example of one of Blacks' long-term objectives is to have low labour turnover at the end of the year and increase annual sales revenue from the previous year.

  1. I will investigate and identify how important customer service really is to J-Sainsbury's and ...

    J-Sainsbury and Tesco both try to keep improving their customer service and want their customer to recognise this. J-Sainsbury and Tesco have continues training for staff so staff can deal with all types of problems and all different types of customers.

  2. Training And developing policy NUMPTWEEN

    In UAE where business is growing very fast and we have huge number of skilful expatriates' workers. Excluding enterprise companies, medium and small size companies don't have training and development strategy. As a result substitution of workers isn't difficult in case they need more competent people.

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