Understand how customer services is provided in business.

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Bianca Chanell Orum                  Assignment 2 – Customer services

                                                      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. They provide a service to the customers by letting them ride on their fun thrilling roller coasters and providing them with amusement.

Internal customers- Internal customers are customers that are:

 Staff in other departments

 Colleagues in own departments

 Supervisors

 Own work team

 Managers

 And other staff teams

 An example of an internal customer is, a member of staff asking a cleaner to do something for them.

External customers- External customers are customers that are:

 Business customers or private individuals

Men or women

People on their own, groups of families

Special needs, e.g. language difficulties or disabilities

Nationalities and cultures

Ages-from the very young to the elderly

First time buyers or existing customers

An example of an external customer is a customer that contacts or visits an organisation because it can provide them with something they need. An example of this is a customer going to an organisation like Asda to buy food or clothes.

The difference between external and internal customers is that, external customers are customers within the organisation. And internal customers are customers outside of the organisation.

Thorpe Park has:

Colleagues

Supervisors

Staff

Groups

Families

Different ages

Different cultures

Gender

Staff teams

Managers

Existing and new customers

Individuals

Businessmen and women

Special needs

Thorpe Park’s customer services:

Meeting and greeting customers as they enter the amusement park

Targeted products and services

Virtual access to the amusement park and its website

Providing an information and pre-booking service

Three customer types that I have chosen for task 1 question 2:

Groups

Individuals

Families

Groups (external customers)

Groups of customers like schools expect a lot from a service like Thorpe Park and they go and spread the word about the business.

Customer type: An external customer, a large group of children and teachers.

Characteristics: The teachers of the group cannot find two of the children that were in the group and are very worried.

Needs: Assistance, help, knowledge on places that a child would go in the theme park, honesty, guidance

Expectations: Help, guidance, courtesy            

  Families (external customers)

Families are an important target audience for Thorpe Park as most families come in large groups and this means a larger amount of profit.

Customer type: External customer, new customers, a big family trying to buy tickets for a cheaper price than usual as it is a big group.

Characteristics: The group of family want to buy tickets cheaper than usual as it is a big group of people.

Needs: Information, knowledge on ticket prices and help.

Expectations: Help, knowledge, courtesy.

Individuals (external customers)

Individual customers are customers that come at any time, and are the ones that tell their friends and family about the service.

Customer type: Existing and new customer, a young woman trying to find her way to one of the theme parks rides.

Characteristics: The customer is not sure how to find her way to all of the rides in the theme park and is a bit lost.

Needs: Information, guidance, knowledge on where all of the theme parks rides are, help with explanations.

Expectations: Help, honesty, simple explanations, guidance and courtesy.

Benefits of good customer services in Thorpe Park

Satisfied customers and good customer loyalty are more likely to repeat the customer’s visits; they can also recommend their family members of friends to go to the amusement park and also tell them how high the quality is of their customer services. This would bring more profit to the business, as if the customer services were of a bad quality then the customers would tell their friends and family about how bad it is and the amusement park would not get a good name.

Task 2   Presentation and interpersonal skills in customer service situations    

Roles play 1.

Customer service: Hello, this is t-mobile customer services, how may I help you?

Customer: Hello, well I am having a problem sending text messages and receiving texts. I don’t see why I have to pay for a service that is not working properly!

Customer service: How long has this been going on for?

Customer: Erm… for a few weeks now, I was hoping the service would go back to normal after a while but I have waited for so long now and my text messages are still not working.

Customer service: Well in order to help you, I need to get some information. May I have your name, your tmobile phone number, your account number and password?

Customer: My name is Linda Patel and my tmobile phone number is 07956876206 and my account number is 4466887646 and password Pancho1.

Customer service: I’m sorry; I didn’t quite hear the last digits of your account number.

Customer: (TUT). My account number is 4466887646.

Customer service: 4466887646? Is that correct?

Customer: Yes that is correct.

Customer service: OK, could you please repeat the problem?

Customer: Well I am having a problem with sending text messages and receiving texts.

Customer service: I am going to put you through to the technical team.

Join now!

Customer: OK

Customer service: Whilst you are on the phone Mrs Patel, would you like us to send you emails about our new tariffs and services?

Customer: No thank you.

Customer service: OK, and if you have any other problems that you would like to talk about with our customer services please dial 150 on your phone, free of charge.

Customer: OK thanks for your help, but I have to say I have been very disappointed with t-mobiles service. And next time I want a phone I will be looking elsewhere. I would like compensation for the money that I ...

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