101 - Customer Service

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Unit 101

3.1

Internal customers are any person who works for Kenable.  Internal customers can also be suppliers and partners of the company, people who work with us to provide our products and services. External customers are those who do not work for the Kenable, which are buying a product/service to fulfill a need.

3.2

Kenable sells cables and peripherals. The main things we Sell/provide are basic cables such as cables that can be used in the home for simple tasks, for example HDMI cables that are used in many homes to connect TV’s to DVD and Blue ray players, Laptops and computers. We also sell other products such as Laptop accessories, Mobile accessories and also festive accessories.

3.3

The connection between customer expectations and customer satisfaction are:

Customers build up expectations of Kenable based on what they have heard about the company (The reputation), by the way they are dealt with and by the overall professionalism of the company. Customers can be dissatisfied with the service or product at any point during the process but usually it is hard to rate a customer’s satisfaction until all the dealings have been complete.  If the customer is satisfied they will give us good feedback and tell people they know of the good service they received, this is how other customers build up their expectations. If people was to hear or see negative feedback they would have very low expectations from Kenable and would probably take up custom elsewhere.

3.4

Organization procedures are important to good customer service because without procedures customers may not get dealt with appropriately. For example: It is Health and Safety Proceduree that all companies have followed fire safety, such as visible fire exits, Clear fire exits, fire extinguishers and fire assemble points. If the company does not follow this procedure then customers could end up getting harmed or not dealt with in the event of a fire. This would not result in good customer service. This could result in the company getting taken to court and/or loose a good reputation.

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In any customer-based organization, the customer should be the whole point of the operation, so all procedures and actions within the organization should have the aim of improving .

3.5

Team work is important to good customer service because a organizations service level is only as good as its employees, If employees cannot work together and communicate then satisfaction rates will not be delivered. For example: you if are not close with your fellow work colleagues and there is a customer service problem, you would  more than likely have to deal with this on your own, and in some ...

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