Task 1 c
Expectation of customers in New looks
Some customers just expect to buy standard products at the lowest possible prices. Some customers expect to get variety and quality of product. But most of the customers expect a good quality product based on the price they are willing to pay for it. Customers are expecting to get nice dress of good quality made. Customers expect that they going to have right and honest advice from sales assistant. They expect to be served by smiley and with good mood sales assistant. They expect to be respected by sales assistant.
New look
Customer’s needs
Parents with young children may need more space in changing room where they can go in with baby cart.
Young ladies may need advice how do they look in different dresses or may need help to find right shoes to their clothes.
Also one of the needs of customers are many mirrors in shop where customers can look in to see how they look in jewellery they want to buy.
Customers may need good lights in shop because it is very important to clearly see the colour of clothes and all small jewellery stones and things that are on the clothes.
Butlins
Customer’s expectation
Customers expect to get good room serving service .Customers expect to get everything that they was paid for. Customers expect to get good value of money. They expect to have good holidays for that money they have paid. They expect to have good customer service that always can help.
Butlins
Customer’s needs
Parents with young children -When parents go out with their young children some of the things they might need are trolleys that their babies can sit in, public toilets with baby changing areas, in a Butlins cafe they might need baby food and parking facilities so they have enough room to open there doors to get their children in and out.
Special needs People with special needs might need trained people with them to help look after them to help. Special parking place for customers with disabilities.
Customers may need reception desk where they could find out important information about holidays in Butlins camp.
Customers need brochures’ or price lists.
Task 2 a
Customers want and need a sense that the service they receive will be excellent each and every time they visit the company. Consistency and reliability are the steps to creating long term relationships with customers, and customer retention and customer loyalty. Always good and smart business makes sure that the same member of staff deals with an individual customer from start to finish.
To provide consistency and reliability customer’s service must treat every customer the same. Every customer must get same offers to products. Members of staff must be nice and smiley to every customer they must provide any help to every customer. They must check everything to be secured for the customers. Customer’s service must to provide security signs for customer’s safety. All of staff member’s must follow up the procedure like cleaning shelves, floor and windows. Every week all staff members must have meetings where they can discuss all problems and progresses of business. Manager must do different types of training for staff members like: Health and Safety and problem solving, team works with all of types customers. Developing own professional knowledge and skills. Every day members of staff must to check all prices to ensure that everything is right. Also every evening and morning members of staff must make sure that all product are on the right places. Also companies must to have customer comments book to know how customers been treated to make customer service better.
Task 2 b
In two businesses like New look and Butlins customer service not really differs because the rules of good customer service everywhere must be the same. Differences are in duties that customer service must to provide because sphere of business are different.
New look to provide good customer service members of staff must to ensure that all of clothes are good quality and that all of clothes has right labels on to customers can see price and size of clothes. New look members of staff must to do refunds and exchanges for customers. All members of staff must be helpfully, honesty and integrity. New look shop must to provide changing room with mirrors.
Butlins camp to provide good customer service must ensure that all attractions in camp are safety for customers.Must makes sure that all off rooms for visitors are clean and tidy. Staffs members must ensure that in each room is price list with all off attractions at camp. Butlins camp must to provide parking places with CCTV to ensure security for visitor’s cars. All members must be honesty, helpfully and integrity.
Task 3 a
Reports
To analyse Customer data, summarise key Points and suggest actions for improvement. To find out numbers of telephone enquiries from customers.
Also to find out the numbers of customer visiting store and making a purchase.
Meetings
Each week or month all members of staff meet on meeting to discuss about issues at work. They discuss about company progress .They are talking about how to make things better. Members of staff can give new ideas about how to make work better.
Telephone monitoring
For example, employers may monitor calls with clients or customers for reasons of quality control
Video monitoring
Video monitoring is a commonplace method of deterring theft, maintaining security and monitoring employees.
Task 3 b
Evaluating customer service are comment/suggestion cards But the main reasons why companies monitor and evaluate customer service is to get feedback so they can improve on the things that didn't go right at first. Comment book-visitors or customers write down comments about customer service how good or bad it was. They write down what they like or not. Web site-When you visiting companies web sites you can leave there your comments about the company. When the company gets feedback from customers, like comments or any complaint letters this will help them identify where the problem is coming from and what they need to do to make it better. Like in Butlins after visiting this place many of visitors leave their comments in comment or suggestion book where they say what was good and what wasn’t right.
Task 4
The first of the improvement in New look can be take some person to work who can speak different languages not just English .Because at the moment are many people from different countries who shopping in stores like New look and sometimes the customers have questions about the clothes but the they don’t know how to ask because can’t speak any English .Sometimes if customers can’t ask they just leave store and don’t buy anything. This can be big plus if inn store could work one person who can speak in couple of foreign languages.
The second of the improvements is knowledgeable of the clothes that store is providing. Sometimes you came in store and ask for a help an assistant and when you asking about pair of jeans or about some different clothes assistant just look at you and don’t know what to answer and ask somebody else from shop to help you. I think it is very important to check staff for knowledgeable of products that they sale.
The third of the improvements is to control sales assistants that working on till. Sometime sales assistants that work on till without any reason talking to long time with the customers who are friends or family. Many people must stay for ages in queue. I think that store manager must control this and make some rules for staff who working on till.
Task 5
New look and Butlins
Monitoring and evaluating are very important to improve service for customers and employees. The customers will be treat better, because staff members will know what mistakes they have did in the past and staff members will work to not to repeat same mistakes again.
For example the young lady have bought a shoes when she came home she sow that both shoes are different sizes. She came back to shop very angry because she lives far away from shop she was driving about one hour to change shoes.
She put some comments in to the book and after this situation manager has spoken with members of staff that they must carefully check shoes sizes every time when sale those.
For example parents with young baby came in to Butlins camp for holidays; they have ordered the room for couple and young baby. But when they came in to the room they saw there just one bed. Parents went to reception to find out that this room isn’t that room that they ordered. But the lady on the reception desk tells to them that this isn’t her problem and she doesn’t know what to do. Manager saw everything on camera and came in to reception to sort out the problem. After this situation was the meeting where manager tells to everyone that they must be very nice and friendly to customers or if they don’t know how to help then must to call for manager to ask for advice.
Monitoring and evaluating are very important for organisation and employees. Organisation will progress and will have more incomes. It is very important every day look after staff and see how they contact with customers. It is important to check staff. For example lady call to shop to find out about the refunds and exchanges in shop but the sales assistant who was on phone was very rude .If company don’t control phone calls company can lose customers. That way it is very important to recording phone calls and to make best quality of customer service.
