• 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

    For quality circles to be effective Tesco needs a well-educated and trained workforce capable of receiving, analysing and solving problems. The most effective quality circles have these features: * The group consists of between 5 and 10 people and all members have special training in quality control techniques, decision-making and problem solving.

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

    Each Superstore has a Store Manager in charge. His or her role covers both operational effectiveness and team leadership - after all, they'll have several hundred people under their wing! Because of the diversity in each store, they always need Section Managers for areas such as fresh food, produce, deli,

  1. Shareholders - Tesco

    the local community less choice about where they will shop and will cause problems for profit in the smaller stores. Tesco are getting smaller stores in their large shop in Kingston Park. These smaller stores are giving more opportunity to the people who shop in Tesco and they are seeing

  2. Importance of good Customer service.

    credit cards too if a customer bought something and paid with it with a credit card and the customer did not want it anymore then they will get a credit voucher. This prevents people buying goods with credit card and then returning them to get cash as a refund.

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

    He also reports to the operations manager. * Operation director: monitors the customer service department at the store and reports to the Managing Director. * Operations director Argos direct: deals with the Internet and telephone customers' queries and needs. * Managing director: oversees, reports and make decisions with the Board Of Director.

  2. Sainsbury's supermarket.

    � Consultative. This is where a leader consults others about their views before making a decision. The decision will take into account these views. For example the views of the marketing department about whether to launch a new range of products may be considered.

  1. Organisations and Behaviour

    There are many different approaches to management that could be taken by an organisation, one would be the Theory X and Theory Y approach brought about by McGregor. The main principle of Theory X is based on direction and control through a centralised system of the organisation and the exercise of authority.

  2. task 5(distinctions) btec 1st

    I think that the promotion should be put at the front of the store, window display, on the till and near other Phones so that when customer is looking at phones they will see the promotion and may be attracted towards it.

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