When working through the examples, activities and assessments, please base your answers on any of the following: customer service role you have in your current job customer service role from a previous Job organization that Is familiar to you organization that you have researched Introduction to Customer Service We all know when we have received bad customer service – when sales assistants are too busy chatting to serve us, when staff In a restaurant or store are rude and unfriendly, when the call centre puts us on hold for half an hour, or when our complaints are handled badly.
But what is good customer service? Customers have expectations. They want an efficient and polite service before, during and after a transaction (buying or using products or services). They want good quality rodents and services, and they want any complaints and problems to be dealt with promptly and efficiently. They want their pollen to matter. Good customer service An organization needs to offer good customer service at all times if it wants to survive and thrive. If the customers are satisfied with the products or services, they return and they recommend the organization to others.
Quite simply, this keeps the organization alive and means that employees’ Jobs are safer. Customers’ expectations are met and they are happy with the product or service 0 Customers come The organization’s Taft give good customer service O LAW 2012 The organization generates more products and services to cope with demand 4 employs more staff, and trains them well in customer service back and buy/ use the products or services again, and they recommend Section 1: Understand the factors that affect an Different sector organizations Please read the following as it will help you to answer questions 1 and 2.
Products are things that are manufactured or produced – such as food, cars, magazines or furniture. A service is the action of helping or doing work for someone. Organizations re either in the commercial sector, the public sector or the third sector, and they may provide either products or services, or a mixture of both. The commercial sector This is often called the private sector.
It includes organizations in the retail, hospitality, transport, finance, technology, manufacturing and leisure industries – e. G. Shops, pubs, hotels, gyms, private bus companies, financial and legal services, factories and workshops. Some of these industries make products (such as furniture or food) and some of them offer services (such as fitness training or legal advice). Many businesses offer products and services – food cooked and served in cafes by staff, for example.
The organizations can be small businesses with only one or two members of staff, or large multi-national companies that employ many thousands of people. In order to hold on to existing customers, and attract new ones, income must be generated in order for the business to survive. The focus of customer service is on sales and after-sales service, supporting the customer before, during and after the purchase.
For example, a small pub owned by family provides products and services, and they take care of their customers: before – choosing the drinks and menus that their usual and new customers want; advertising and marketing the meals and drinks on offer in a way that pleases new and old customers; being polite on the telephone when taking bookings during – taking care of customers’ expectations by providing excellent food, drink and service; dealing with any problems or complaints politely and effectively; making the customers feel welcome after – asking for feedback from the customers to make sure that they were satisfied tit everything; taking the customers’ comments seriously; passing on the information to the managers to make changes if necessary; leaving customers feeling valued and welcome in the future 5 The public sector departments, HEM Revenue and Customs, armed forces, local councils, schools and colleges. They provide a variety of services to the public, e. G. Healthcare, security services, education classes, rubbish collection. They often have to generate income and handle budgets, but they are not necessarily profit-making. The focus of customer service is on quality and level of service that is provided.
As public sector organizations are funded by the public, customer service is constantly being reviewed, to make sure that it satisfies the needs of the public: before – by planning the levels of services that are needed, e. G. The number of hospital beds or police officers needed for the size of the town during – by providing the actual services, e. G. Collecting recycling weekly, dealing with housing benefit claims, collecting taxes after – by reviewing the service provided and making changes if necessary The third sector This sector includes voluntary and not-for-profit organizations. They are also known as social enterprises and include charities, community groups, trusts or cooperatives. They can provide products or services, and they are often involved with selling products to raise money, e. G. Items for sale in a charity shop or counseling services.
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