• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month
  1. 1
  2. 2
  3. 3
  4. 4
  5. 5
  6. 6
  7. 7
  8. 8
  9. 9
  10. 10
  11. 11
  12. 12
  13. 13
  14. 14
  15. 15
  16. 16
  17. 17
  18. 18
  19. 19
  20. 20
  21. 21
  22. 22

Understand how customer services is provided in business.

Extracts from this document...


Customer services Task 1 - Understand how customer services is provided in business The definition of Customer services - Is the way that the organisation looks after their customers. The organisation works as a team to satisfy customers, so they can come back again and so they can also tell their friends and family about how well the business is going. Unsatisfied customers will take their money elsewhere and tell their friends about the bad service. For example, the store Primark has very bad customer services as, if a customer would want to exchange a product or get their money back they would have to cue up for a very long time and that would annoy them. Customer service is the ability of an organisation to recognise and consistently meet its customers' needs. Customer service may be provided by a person or by automated means called self service. Examples of self service are internet sites. Customer service is normally an integral part of a company's customer value proposition. External customers - External customers are outside businesses and individuals who contact your organisation because they require goods or a service. For example, nationalities and cultures, ages from the very young to the elderly and men or women. - Internal customers are colleagues who work with you and need Thorpe Park is an amusement park in Chertsey, Surrey, England built in 1979 on the site of a gravel pit which was partially flooded to make a water theme park. The park's first large roller coaster was colossus, one of the worlds first ten introversion steel roller coaster when it opened on March 22, 2006. Its top speed is 45mph and its height is at 99 feet. Thorpe Park provide goods and services to their customers as inside the theme park they have many restaurants such as Burger King and Pizza hut, and they are well priced in comparison to their high street restaurants. ...read more.


If you are arranging appointments, phone calls or deliveries must be at your customers satisfactory as this will please them and will not prevent them from returning to the organisation. Accessibility/ availability - Customers find it very irritating when they want something but cannot have it for some reason, especially if they saw an advertisement of the product and when it comes the time for them buying it, it is sold out. If an employee comes across a situation like this they should try to help the customer by satisfying them and putting their name on a waiting list for the product. Meeting specific customer needs - Meeting customers needs involves talking to the customer and then providing them to a range of goods and services that you can offer and also which match their needs. Working under pressure - Many employees can sometimes work under pressure and can become very busy and unpleasant. It is also more difficult when they are trying to do more than three things at a time. Even though an employee is stressed out and under a lot of pressure, they need to make sure that they are helpful towards a customer at all times. Confirming service meets needs and expectations - Some businesses do not forget about their customers once they have made a purchase and make sure they are satisfied with their purchase by giving them a call and making sure they are happy with the product. This shows the customer that the business has not forgotten about them and cares whether they are satisfied with the product. Dealing with problems - Many employees have different types of problems to deal with. If they are unhappy, the employer should let them talk without interrupting them, check that you have the correct facts, do your best to help and referring the problem to some one if it is serious. ...read more.


Effective customer service benefits the organisation as they will become more successful and will carry on receiving customers. They will also earn a lot more money with treating their customers fairly. If a business is treating their customers badly and are not giving them what they want, then the business will not receive more customers in the future. For example, Etam a clothes store that is now closed down, had many customer complaints as the customers could not refund the item they had bought. The business became unsuccessful and received many customer complaints that they had to close down. Effective customer service benefits the employee as they will have job satisfaction if the business is doing well. If a business is doing really badly and the employees keep receiving customer complaints they are going to feel unhappy because they keep getting shouted at by the customers. But if a business is doing well, the employees will feel as if they are doing a good job and would want to stay at work for a longer period of time. This will show customers that the business is a good and fun environment place to work in and will bring future staff to want to work there. Examples of poor customer service are: Orange - When some customers are calling at Orange customer services, they wait for over half an hour and customer representatives don't seem to care less. British gas - Energy watch received 15,433 complaints about British gas between April and September, compared to 6,222 in the same period last year. This is because of inaccurate billing and lack of response of enquires. Banks - lack of communication by banks wastes the time of nearly four in five customers (77%), when customers call back the organisations trying to find out whether the problem has been sorted out or if action has taken place to resolve an ongoing query. One in ten of these spend more than an hour a week re-contacting organisations about unresolved queries. ?? ?? ?? ?? Bianca Chanell Orum Assignment 2 - Customer services ...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 Classics 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 Classics essays

  1. A high proportion of the most dramatic scenes in the plays of all ages ...

    Creon then goes onto describe himself, claiming that he is responsible, practical and down to earth, and as he is king, it is his trade and he must take it seriously. Antigone is so different to Creon making it clear that they are going to clash.

  2. child development coursework visit 1

    Harris managed to complete the task he was given by me this showed that I planned a suitable activity for Harris's ability. I used the milestones from the child development coursework guide to see what I should be expecting from him" A child of 2 years enjoys toys that are put together and pulled apart".

  1. Who made the greatest contribution to the Athenian Constitution?

    However, because I know much better, I can say that the replacement of Draco's code was a mistake. In the 21st Century, the countries with the lowest crime rates are places like Saudi Arabia, where laws benefit the society rather than the criminal.

  2. The forum is the most important part of Pompeii for Historians to understand what ...

    They were proud of their religious life and were devoted to their beliefs and this can be seen from the statues, images of gods and the offerings to them which can be found in. Every house had some sort of shrine to offer gifts to the gods.

  1. Maximum Ride

    "What lady's that, which doth enrich the hand of yonder knight" (1.5.46-47). Inevitably, out of the many beautiful women at the party, Romeo spotted Juliet. Fate maneuvers this situation by exerting Juliet's beauty in creating Romeo's intensity of their relationship which creates everything to move in such a fast pace.

  2. Research into businesses involving food, clothes or hairdressing.

    This could be money from -fundraising -donations -legacies -the lottery -state of donated goods Partnerships- A partnership is like a small business and tends to be larger than a sole trader. There are always two or more people running the business, the maximum number of partners is usually 20.

  1. Citizenship coursework B OCR Nationals

    These questions are meant to test our morals and emotions after reading what was before. When the reader is told that there is "no single age at which people reach maturity", it makes it a hard decision for the

  2. Describe what a spectator would enjoy at the five-day olympics

    a ritual banquet in the prytaneum at which the guests ate the flesh of the sacrificial victims". On the fourth day of the Olympic Games, the main events of the morning were the foot races. The first of these was the long race, or dolichos, and began at when the sun rose over the mountains.

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