INVESTIGATING CUSTOMER
SERVICE
Louie Palmer
U00056968
,Introduction
In this report, I will be discussing the customer service approaches from both
Tesco and Rosetone, evaluating the importance and impact of good customer
service. Tesco are the biggest supermarket chain in the UK, which is a large
contrast to Rosetone, a small furniture hire business located in Shefford.
, Describe the different approaches to
customer service delivery in contrasting
businesses
Customer service is needed in any business. This is because satisfied customers
are more likely to return. Therefore, good customer service is crucial to the
success of a business.
Customer service involves the relationship between the business and the
customer, the business needs to provide assistance and advice to the customer
in order to satisfy them and build the relationship.
Different businesses will have different customer service. This is because the
type of business will impact the type of customer service the customer
requires. This will apply to Rosetone and Tesco. For example, Tesco’s in store
employees usually are informative with their customer service, opening a
discussion with the customer about their problems with the product.
Rosetone’s customer service will be different to this. They will need to give
numbers to customers, such as number of products, as well as pricing.
This is because different customer service roles require different forms of
communication and language, in order to satisfy the customer as much as
possible.
Following organisational rules and procedures is very important to any
business. Different businesses will likely have different rules, depending on
type of business. For example, a business could be formal or informal.
Furthermore, legal requirements will also be important for businesses, such as
Rosetone and Tesco, to follow. For example, a legal requirement which will be
important for both of these businesses to follow. Not only will there be legal
consequences if they don’t, but there will also be a damage to the brand image
of the business as this would be public knowledge. Therefore, to avoid things
such as legal action and brand image damage, it is important for businesses,
such as Rosetone and Tesco, to follow these organisational rules and
procedures.
As stated earlier, there are many different approaches to customer service.
Therefore, these different approaches need different skills and knowledge.
Firstly, retail shops selling tangible goods, need for detailed product knowledge
and effective selling skills. It is important that retail employees, such as sales
assistants know about the products they are selling, therefore helping sell
products to the questioning customers. An important aspect of customer
SERVICE
Louie Palmer
U00056968
,Introduction
In this report, I will be discussing the customer service approaches from both
Tesco and Rosetone, evaluating the importance and impact of good customer
service. Tesco are the biggest supermarket chain in the UK, which is a large
contrast to Rosetone, a small furniture hire business located in Shefford.
, Describe the different approaches to
customer service delivery in contrasting
businesses
Customer service is needed in any business. This is because satisfied customers
are more likely to return. Therefore, good customer service is crucial to the
success of a business.
Customer service involves the relationship between the business and the
customer, the business needs to provide assistance and advice to the customer
in order to satisfy them and build the relationship.
Different businesses will have different customer service. This is because the
type of business will impact the type of customer service the customer
requires. This will apply to Rosetone and Tesco. For example, Tesco’s in store
employees usually are informative with their customer service, opening a
discussion with the customer about their problems with the product.
Rosetone’s customer service will be different to this. They will need to give
numbers to customers, such as number of products, as well as pricing.
This is because different customer service roles require different forms of
communication and language, in order to satisfy the customer as much as
possible.
Following organisational rules and procedures is very important to any
business. Different businesses will likely have different rules, depending on
type of business. For example, a business could be formal or informal.
Furthermore, legal requirements will also be important for businesses, such as
Rosetone and Tesco, to follow. For example, a legal requirement which will be
important for both of these businesses to follow. Not only will there be legal
consequences if they don’t, but there will also be a damage to the brand image
of the business as this would be public knowledge. Therefore, to avoid things
such as legal action and brand image damage, it is important for businesses,
such as Rosetone and Tesco, to follow these organisational rules and
procedures.
As stated earlier, there are many different approaches to customer service.
Therefore, these different approaches need different skills and knowledge.
Firstly, retail shops selling tangible goods, need for detailed product knowledge
and effective selling skills. It is important that retail employees, such as sales
assistants know about the products they are selling, therefore helping sell
products to the questioning customers. An important aspect of customer
