Unit 29 Task 3
Introduction
This booklet will highlight the importance of customer service and how it can impact
sales of a company. I will also analyse three different retailers.
Customer Satisfaction
The definition of customer satisfaction is the degree of satisfaction provided by the
goods or services of a company measured by the repeat of customers and by what is
said. Good customer satisfaction will mean that a company can gain a greater profit and
be regarded as highly reputable. By having good customer service and satisfaction
means that consumers will return and see the company in a positive light. An example of
this would be MAC Cosmetics. Consumers could easily buy the products online and not
go into store, however customers still do as they are happy with the advice and service
they are given by the staff and want to experience it.
Why are customers important?
Customers are important for a wide range of reasons from word of mouth to brand
loyalty. With customers constantly returning and getting a good service from an
organisation will mean that they give word of mouth praise which can push someone into
shopping with that particular retailer.
Customers make it possible for a company to achieve the aims and targets they have set
out. By the constant interest from the consumers means that companies can play on this
and aim higher in regards to their figures or training or how many stores they have
nationally.
Customers can then allow the company to expand and possibly become a national or
international service. By investing their money to a certain business means that they can
use this to their advantage and start to see where other shops would work well.
Customers are extremely important for any company as it can mean the life and death of
a business. Without them, staff would not have any jobs.
Expectations depending on product and service
Consumers will have different expectations depending on the organisation. For example,
people will feel different towards shopping in Aldi to House of Fraser and DFS. For
somewhere such as Aldi, they will have a much more relaxed work ethic in the sense that
they aren’t bothered about people constantly being on the shop floor cleaning up, they
Introduction
This booklet will highlight the importance of customer service and how it can impact
sales of a company. I will also analyse three different retailers.
Customer Satisfaction
The definition of customer satisfaction is the degree of satisfaction provided by the
goods or services of a company measured by the repeat of customers and by what is
said. Good customer satisfaction will mean that a company can gain a greater profit and
be regarded as highly reputable. By having good customer service and satisfaction
means that consumers will return and see the company in a positive light. An example of
this would be MAC Cosmetics. Consumers could easily buy the products online and not
go into store, however customers still do as they are happy with the advice and service
they are given by the staff and want to experience it.
Why are customers important?
Customers are important for a wide range of reasons from word of mouth to brand
loyalty. With customers constantly returning and getting a good service from an
organisation will mean that they give word of mouth praise which can push someone into
shopping with that particular retailer.
Customers make it possible for a company to achieve the aims and targets they have set
out. By the constant interest from the consumers means that companies can play on this
and aim higher in regards to their figures or training or how many stores they have
nationally.
Customers can then allow the company to expand and possibly become a national or
international service. By investing their money to a certain business means that they can
use this to their advantage and start to see where other shops would work well.
Customers are extremely important for any company as it can mean the life and death of
a business. Without them, staff would not have any jobs.
Expectations depending on product and service
Consumers will have different expectations depending on the organisation. For example,
people will feel different towards shopping in Aldi to House of Fraser and DFS. For
somewhere such as Aldi, they will have a much more relaxed work ethic in the sense that
they aren’t bothered about people constantly being on the shop floor cleaning up, they
