How Customer Service is provoded in business

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How customer service is provided in business

        

Costumer service is the ability of an organisation to recognise and consistently meet the costumers’ needs. Costumer service generally involves service teamwork and service partnerships so they can meet customer expectations and produce costumer satisfaction.

Costumers contact an organisation when they need something, the main reasons are:

  • To complain
  • To request/ order a service/product
  • To obtain information
  • To ask for advice
  • To enquire about an order
  • To change an order or request
  • To report a problem to return and exchange goods
  • To ask for assistance or help

The organisation I have chosen to study for this is the National Maritime Museum which consists of the Royal Observatory Greenwich, Queen's House and National Maritime Museum. Together these constitute one museum working to illustrate for everyone the importance of the sea, ships, time and the stars and their relationship with people.

A customer is anyone who has the right to ask or expect a service as part of a job role; this means there are two types of customers – internal and external.

Internal customers are all the colleagues who need assistance to fulfil their obligations to their own customers; these include the supervisors, staff, staff teams and managers.

External customers are those who contact or visit the organisation because of what it provides or supply’s as it is something they need. There are a wide range of external customers but only a few can apply to each business, some businesses have a wider range of external costumers compared to other businesses, such as a supermarket will have a wider range of external customers as it will sell a wide range of goods whereas a youth club or nursery will have a smaller rage of external customers as its only aimed at a certain age group.

The National Maritime Museum has a wide range of customers and provides everyone access to its historical buildings and unique collectors; as a result the customers have a wide range of needs so they provide products and services to fit their needs.

On any average day the museum staffs have to deal with

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  • People wishing to research their family history in our archives
  • Ship model-makers wanting advice on details of a ship
  • Film companies wanting to use our buildings as a location for an advert or television drama
  • Domestic tourists wanting a fun day out
  • Foreign tourists wanting to experience British history
  • School and college groups wanting to investigate the Museum to help with their studies.

The Museum has 7 main categories of customers which have their own special needs and interests and they are the following

  1. Individuals
  • Casual Visitors
  • Special Interest Visitors
  • Individual Researchers

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