• 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

    Gathering information about the standards of excellence 4. Setting standards and making sure everyone in Tesco knows about them Benchmarking is a very simple concept and gives Tesco a target to aim at. Almost anything can be benchmarked such as: * Personnel, which are the number of, staff Tesco used

  2. Shareholders - Tesco

    strike or look for a better place which gives them better pay. If Tesco's employees go elsewhere for better pay then they will have competition that is trying to steal their customers. If Tesco's employees go on strike then they will attract bad publicity to Tesco.

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

    * Encourage a motivated and efficient workforce * Enhance the organisations image Customer service in Tesco involves the following: Presenting an image of the organisation Tesco is committed to playing a positive role in the community. Each year the Tesco Charity Trust gives financial and practical help to hundreds of

  2. 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

  1. Importance of good Customer service.

    awards, which recognise companies and organisations, which show good practice for people with disabilities. Facilities for the deaf and hard hearing people: - Sainsbury are providing a loop hearing in stores. Some of their customers borrow headsets form them, they cut out the background noise and it makes it easier

  2. Organisations and Behaviour

    This requires forward-thinking and adaptive structures". In the organisation Irwin Mitchell Solicitors the managers had a more empowering approach to their management. If you take the theories of Henri Fayol you can see that his theories have a more hierarchical structure to management.

  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

    An example of this is to make sure all stores are laid out in such a way that they are appealing to customers. Another example of a short-term objective is to reach the set sales targets for each week. Blacks' long-term aims and objectives are set at the beginning of

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