Questions and Answers towards the Customer Service Level 2 qualification
This document includes information on
The difference between internal and External Customers
The connection between customer expectations, customer satisfaction in customer service
Why teamwork is central to good custo...
What are the differences between an internal customer
and external customer?
The difference between internal and external customers is
referring to internal meaning someone within the organisation and
external meaning someone outside of the organisation.
Internal customers include Owners, Employees and board members
and external customers includes buyers, consumers, vendors, and
suppliers.
The difference between internal and external customers of
pabulum are that the internal customers to our unit would be the
staff members who use the services during the day and the
external customers to our unit would be the employees of the
Bodyshop on site who we provide our services for as well as any
visitors to the site.
Describe the connection between customer expectations
and customer satisfaction in customer service?
The connection between customer expectations and customer
satisfaction could be made between many different variances such
as:
Products
Value
Quality
Through all of these it may be that a customer feels that a
particular product or experience performed better than they
anticipated it to causing them to feel good about it and satisfied
with the results.
It may be that a customer feels that they are receiving a good
quality product at a good, valued price in which case they would
feel satisfied and happy with the service they have paid for.
, Generally, if a particular service, product, or customer experience
goes better than the individual intended then this causes great
satisfaction if the customer experience doesn't meet with customer
expectations then this causes disappointment.
Explain why teamwork is central to good customer
service?
Teamwork is central to good customer service as it integrates the customer into
a team feeling by letting them know that everyone in the company are working
together to serve them and where necessary team members are able to cover
each other’s responsibilities.
It takes teamwork to get the customers from the cleaners who attract the
customer with an attractive environment to the buyers who source the
products and assistants who market the items this then works with customer
service where the sale is made, and customers return.
Identify what impresses their customers and what annoys their
customers?
There are many factors that contribute to what impresses and annoys our
customers.
Impresses customers:
Being greeted politely
Professionalism
Identifying a customer’s needs
Quick service
Varied product ranges
Specific requirements delivered as required
Value for money
Inviting atmosphere with friendly service
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