• 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...


E1- What is Customer Service? Many business organisations have different definitions of customer service. For example, according to the Chartered Institute of Marketing, "Customer Service is what your business delivers to achieve customer satisfaction". Another example is, according to the ACA Group, "Customer service is the ability of an organisation to constantly and consistently give the customer what they want and need". All business organisations need to make certain that their customers are satisfied with the service they receive because; customers are the most important part of any successful organisations. Businesses such as, Barclays aim to exceed customer expectation in order to ensure that customers enjoy themselves, leave having enjoyed themselves and return in the coming future. Good customer service makes customers satisfied by fulfilling their needs first. Good customer service requires all staff to place themselves in the position of their customers. All staff should be aware of how they would like to be treated if, they were a customer, and deal their customers, for that reason. All business organisations should complete the A.R.T. of great service, to carry out a good customer service: pproachable- An organisation must create an open and friendly environment that will influence customers to come in with self-assurance so that, their matter can be dealt with. ...read more.


different types of help their customers might need > make sure staff are trained, equipped and available to provide it Providing credit facilities Individuals often require credit to purchase expensive items, such as a car. Without this facility, customers may not able to buy the item and the organisation will not make a sale. Credit and private individuals Private individuals can pay items they purchase in cash, by cheque, or on accredit. There are three methods to obtain a credit: 1. Paying by credit card- The holder of the card can use it to pay off the debt altogether the following month, or spread the payment over the new few months. This method is not appropriate for very expensive items, which go beyond the buyer's credit limit. 2. Paying in instalments on direct debit- The creditor could plan to pay over insurance during the year instead of paying 12 months' insurance, at once. The insurance company will add an interest charge to the creditor's bill so that, the creditor will pay more using this method. 3. Borrowing money by taking out a loan- The creditor can borrow money by taking out a loan from a bank, such as Barclays or from a finance company. They will add an interest charge for each year of the loan. ...read more.


Handling and dealing with Complaints Many businesses listen to customer complaints for the following four reasons: 1. Development- For example, if there is a problem with their product or service they can improve it 2. Loyalty- For example, to be faithful to the customers 3. Lost customers-For example, to encourage dissatisfied customers to complain 4. Employees- For example, to give staff training, to deal with complaints and problems quickly When receiving a complaint from an unhappy customer, the business must carry out the following: > Listen to the customer's story > Ask for invoice/receipt to show date of purchase > If customers is angry, report to a manager > Examine the product When dealing a complaint from an unhappy customer, the business must carry out the following: > Advise customers of their views such as, legal requirements > Make an offers to customer such as, refunds or replacements > Give a receipt for products > Write on credit note any expiry date Many businesses record customer complaints so that, they can review the matter, and to improve its customer service. Details of each complaint can be recorded in several ways. For example, IKEA records all telephone complaints and directs them to the call centre at Stockport. Details of each complaint can be recorded onto the computer. Also, details of each complaint can also be recorded onto the 'Customer Complaint Form'. ?? ?? ?? ?? Unit 10: Customer Service Created by Baljinder Duhra - 19 - ...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

    If a user panel is successfully selected to include a representative cross-section of customers, the results can give the business organisation a good indication of what the customers want and need. Management information analysis is now much easier to carry out, as the information from every area of Tesco's activities is usually stored on computer.

  2. Methods used by Tesco to monitor if good customer service is taking place.

    Worried customer; thanks a lot. Non-food assistant; there you go here are the disposable, we have various options available, do you help with any other thing in the store. Worried customer; no thanks I really appreciate it. Looking at this scenario we can see the non-food assistant generously took the customer to where the product

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

    CUSTOMER SERVICE DEPARTMENT Customer service is the various ways in which a company looks after its customers. Customer service is a whole package that starts from the initial contact with an organisation to the after sales service. The customer service department is the department that takes care of the special needs of customers in an organisation.

  2. Customer Service

    Tesco first set out its four-part growth strategy seven years ago: core UK business, non-food, retailing services and international. They now have moved from being the number three domestic retailers to being one of the top three international retailers in the world with 2,318 stores and 326,000 people.

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

    I was sorry to read of the problem you recently experienced when proceeding to cook this product after you had chosen to freeze it. Please accept my apologies for the obvious concern and inconvenience this matter has caused you. In the majority of cases the cooking instructions which we give

  2. customer service london zoo

    A specific need is anything that may require a bit of extra thought and assistance from staff. This may be because of: * Sight impairment. * Hearing impairment. * Literacy and/or numeracy learning difficulties. * A need for wheelchair access.

  1. introducing customer services

    While on my work experience I came across a range of different customers such as: * The elderly * Disabled * Teenager I didn't come across the external customers who are: * The cleaners * Bank * The manager * Insurance company Internal customer needs at Superdrug Store Manager The

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

    I personally think that this policy that J-Sainsbury and Tesco have, would be known as a good customer service and may give both companies a competitive advantage over other competitors. Increasing sales In order for J-Sainsbury and Tesco to increase their total sales customer service must be provided to customers at a high standard.

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