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

What is customer service

Extracts from this document...


What is customer service? Customer service consists of the various ways in which a business looks after its customer. A business that wants to provide a comprehensive high quality customer service must be aware of, and be able to analyse, customer needs, and also to set up systems to ensure that those needs are catered for from the first enquiry to after-sale service. Customer service consists of a wide range of activities. The purpose of these is to make sure that customers are happy and will return again and again. Every business should remember that customers are the factors, which affect demand for the product. It is one of the greatest importance, therefore, for the organisation to know its customers- who they are, what they need and how it can satisfy those needs. Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. ...read more.


As the stores success grew so did the branches open up on higher class high streets like in Islington and Kentish Town further growing and then becoming a Public Limited Company (PLC) which now owns over 500 branches across the UK. Types of Customer Lordly Customers - Lordly customers like to be treated as special and important. How they are treated is often just as important to them as what they are buying. They are impatient. They will refuse to wait in lines or queues, even if it means not buying what they want. Their time is valuable. If they have questions they want them answered right away. They are status conscious and like to be seen as powerful and up to the minute. They do little research before they buy and often buy on impulse. They treat staff as just there to serve them and have little interest in staffs feelings or problems. They are not afraid to complain and can do so loudly. ...read more.


They prize friendliness and like it when people use their name. They like the warmth of a welcome and a smile. They prefer small shops and hotels where they can become known and where they can more easily get to know staff. For them, the way that the purchase is sold is almost more important than the product itself. They like to think of staff as friends and they are willing to help out if staff have problems. They will often make decisions based upon the staff's recommendations. They are influenced by people they like, particularly their close friends and trust others to give them good advice. They hate to complain and feel badly, and personally, let down if things go wrong. They can have very high standards of behaviour General Public This is anyone who might want to buy a particular good or service. This category includes passing trade and regular customers. Passing trade- Customers who might come into a shop or call on a service provider because they happen to be in the vicinity or want to try a new supplier Regular customers - Those who use the same supplier time and time again. ...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. introducing customer services

    Security guard The security expects to be treated with respect by all staff in the store, a lot of thieves come into the store everyday and if the security is to catch one of those thieves he/she expects to be praised and maybe get a pay rise for the hard work.

  2. Customer Service - Going Places.

    But the service they did give me was fairly quick. How the staff worked as a team. I don't know if they work well as a team because when I was there I didn't get to see the staff communicating with each other, which is perhaps how the overall custom could have been improved on.

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

    Gaining a competitive advantage J-Sainsbury gains a competitive advantage by having products, which Tesco also have but at lower prices. Also J-Sainsbury's seem to provide exclusive offers to the customers, which is an indication of good customer service. Tesco have the same kind of customer service because they also provide

  2. Cadbury Dairy milk product mix.

    Most customers are aware of the quality of the products but however they consider the price playing a major part in buying a product. Product positioning is very important, the Cadbury Dairy Milk chocolate is well known by customers and it Britain favourite chocolate.

  1. Customer service Tesco's customer expectations

    All these are only valuable if the findings obtained are analysed and practical conclusions drawn which can then be incorporated in Tesco's customer policy. Tesco holds regular meetings with customer panels to discover what its shoppers do and don't like.

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

    The long-term success of Marks & Spencer depends upon healthy, safe and self-sufficient communities. They believe that creating partnerships with key business areas and community-based organisations can offer great opportunities for their mutual benefit. Their support not only improves the prosperity of local communities but also, in turn, strengthens their reputation.

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

    home appliances customers expect of them an efficient after sales service covering exchange and refunds, repair services and response to complaints. * Quick and efficient response to orders: Argos customers expect quick service from them. They would like to place their order and collect it from the collection point in under an hour.

  2. Customer Service

    External customers are the people who actually buy or use the organization's products and services. External customers are then categorized into individual, group, age, culture, language spoken and specific needs. Many leisure and recreation providers serve groups and the individuals who compromise them in ways that enhance and promote customer service.

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