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introducing customer services

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Contents page Introduction 3 Explanation of what a customer is 3 Internal customers 3 External customers 4 Customers and their needs and expectations 5 Internal customer needs at Superdrug 5 External customer needs at Superdrug 6 Internal customer expectations at Superdrug 7 External customer expectations at Superdrug 7 Customer Poster 8 Why presentation is important 9 How staff prepare themselves and their work area 10 Health and Safety risks in the workplace 11 Four possible hazards in Superdrug 15 Hazards and risks 15 The meaning of communication 17 Why it is important to have good communication skills 17 3 types of communication 17 Six communication skills 18 How can I provide good customer care and services? 19 Providing good customer care and services 20 Bibliography 21 Task 2 Introduction In this assignment I will be writing about the importance of having good communication skills in customer service. I was assigned to a two week work placement at Superdrug where I had to deal with different types of customers and their needs and expectations. I also was instructed by the supervisor to give good customer care and service to customers. Task 3 Explanation of what a customer is Customers are people or businesses who pay for goods and services or benefit from a particular business. People such as: * The elderly * Teenagers * Disabled * Insurance companies * Banks * Cleaners Task 4 In this task I will be explaining the meaning of internal customers. I will also be giving examples of what an internal customer is. Internal customers Internal customers are those people and employees who might use a company's services and products. Examples of internal customers are: Store Manager The store Manager is an internal customer because he/she benefits from the company when the company gets sales. They also may get a pay rise if the business does really well. The manger depends on the business to get sales, if the business does badly the manger is then at risk of losing money or getting sacked. ...read more.


in and also know other sections around the store, I was given a sheet of paper showing everything that was in the store and where they were. By the end of the day I knew where every thing was on the shop floor, when customers approached me asking where a particular item was, I was able to tell them straight away. It helped to have the section I was given to work in because I had a lot of knowledge of those products as I am always buying those products myself. Organisations guidelines and standards required for customer service It is essential that Superdrug have a customer service policy that states the required standard for customer service. This ensures that employees know what to do when they are dealing with customers and will help them provide a high standard of customer care. Teamwork It is important that staff are good at working as a team, this can improve your customer service skills as you would have to use the same skills in order to build a good relationship with your team workers. For example listening skills, negotiation skills and assertiveness. Teamwork involves sharing ideas and working together, for example in Superdrug on the pharmacy counter processing customers prescriptions is customer service staff working with each other the till staff send prescription info to a computer behind the scenes, the prescription is then processed and given to the customer. Work area Appropriate equipment In Superdrug it is important that the work area is clean and tidy before customers arrive to provide a pleasant and sufficient environment to give the impression to the customers that the store is well looked after. It is important that equipment is easily accessible to those who need to use it. For example the tills would be turned on and appropriate amount of cash put in, and televisions advertising certain products so that customers can buy them. ...read more.


It is important when providing customers with information that I am clear and accurate about the product and that I confirm that the customer understands the information I have supplied. It is good to remember that when a customer enters the store, try and give customers more than they pay for. Good customer services When customers enter the store they should be assisted. In Superdrug every customer that entered the store was given information on the products that were sold there and the products features. It is important in Superdug to provide after sales care such as refund and guarantees. Communicating with customers is an essential part of customer service. This includes letting them know what services are available and making sure they are happy with the product I have sold to them. Good customer service in Superdrug attracts more customers and increases sales. It also improves the business reputation which means more customers just through recommendations. For example, two main factors that contribute to its business success are Superdrugs commitment to high standard of service and the expertise of its staff. To maintain these standards and keep staff up to date with new products Superdrug invests in training. D2 The importance of providing good customer care and services Importance of good Customer service Customer service is the provision of care to customers from pre-service to after sales service. It may be face-to-face, over the telephone, written or via new technology using e-mail and the Internet. Superdrug use customer care to create an overall impression of an organisation that puts the needs of the customer first, to ensure quality and increase sales over competititors. Increasingly, Superdrug have customer services departments or customer services desks whose job is to ensure the efficient process of delivering customer care, including provision for those customers with special needs. Superdrug produce literature, which outlines their Customer Care Policy or Charter; this may include their policy on refunds, warranties, after sales service and how to make a complaint. Customer service is very important part of any business organisation. ...read more.

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