Assignment 1 Unit 14
P1
Amazon and Nando’s
Amazon and Nando’s are two contrasting businesses, they are quite different in their customer services
roles and how they deal with their complaints.
Amazon is the world's largest online retailer and a prominent cloud services provider. Amazon is
headquartered in Seattle, Washington. The company has individual websites and it also has many
warehouses in many locations around the world. It has many types of ways to be contacted for its
customer service such as:
Live chats: They are beneficial for the business Amazon as it helps customers get support faster
as well as it does not cause frustration in customers because they do not need to wait long
queues for little information or any type of help. It is also easily accessible all around the world
and the company does not require multilingual agents to help those that struggle with language
problems as the staff is just able to use online tools such as google translate. It also increases
reputation faster and sales as customers can provide feedback and interact with the company.
Phone Calls: Phone Calls are one of the most beneficial ways of communication for customer
service, as phone calls allow to connect with customers in real time and it helps customers
receive any type of enquiries, also people tend to prefer voice communication than any other.
Emailing: There’s advantages and disadvantages of emailing in amazon. Email is free to use for
all, all mails can easily be stored and it is also easy to use but emails can take long to respond as
amazon is a big company, so they receive a fair number of emails and are not able to respond to
them all in a day, so some take longer.
These are all the ways you can contact amazon as they are a online business but all these are beneficial
as they fit all ways for all generations such as modern generation would rather go through live chats and
speak to them online or even email them, whereas an older person would want to contact to them and
be able to speak to them directly.
Nando’s is also a very popular worldwide restaurant business. Nando's is a South African restaurant
chain that specialises in Portuguese African food, Nando's operates in over 1,000 outlets in 35 different
countries. There are many ways to contact customer service for Nando’s such as:
Face to Face: In Nando’s Face to face communications with customers are beneficial as it is easier to
convince people. When communicating with someone face to face is more understandable through
body language and communication rather than over text or email as they can be ineffective, face to face
communication give a stronger connection and allows customers to trust someone when
communicating with them face to face, it is also better as in non-verbal understanding and at last it is
quicker and more effective.
In store: In Nando’s this is beneficial as it gives customers a personal experience, helps to gain
customer trust, allows staff to meet the individual wants and needs of customers while they are
shopping and can create an ongoing customer relationship.
,These are also beneficial ways to contact customer service in Nando’s as people can connect with the
company more by being able to talk one to one in stores and as being a big company customer can go to
any local Nando’s. Also, as amazon these are useful for all age groups as all can go in person and talk
directly and discuss any problem or enquiries.
Amazon and Nando’s Skills in customer service are quite different. Amazon is needed to have clear
communication, persuasive skills, keep empathy whereas Nando’s skills are things such as problem
solving, teamwork and keeping hygiene. Amazon and Nando’s in common must learn their product
knowledge which they do from talking to other colleagues which allows them to gain knowledge about
products they were unaware off, they also learn product knowledge through customers and telling them
about products which keeps refreshing their memory and learn more. Nando’s has a loyalty card which
amazon doesn’t where they can provide offers out of respect of customers loyalty that they’ve gained
through purchasing the product or service from the business so they become entitled to a discount
perhaps which amazon does not have as you can purchase goods or services from the company many
times, but you won’t gain anything such as a discount. Nando’s will need to keep aware of their service
such as time managing, making sure the food is warm and up to standard also keep a good presentation
of the food and they’ll also need to learn product knowledge so they know if a customer says he’s
allergic to something then being able to see what options will be available that will not affect him,
Nando’s also needs to keep and safety and also keep teamwork so they are able to work together and
help one and another to make more sales and also work quicker to meet the customer requirements.
Amazon and Nando’s have quite different customer service roles. Amazon has:
Customer Assistant: Help customers by providing them with information to help them get what
they need.
Contact centre worker: Help customers deal with problems they are facing regarding a
transaction, purchase or delivery.
Customer Delivery Driver: Delivers goods bought by customers in time and helps load/unload
goods.
Nando’s has:
Cashiers: Helps collecting payment from customers in store for their purchase and provide
chance and proof of purchase such as receipt.
Waiters: Helps distribute Food purchased by customers intact and in time to the right person.
Assistant Managers: Guides staff by telling what’s needed to be done and any issues caused in
store.
Customer Assistant: Helps deal with customer complaints regarding their purchase
Chefs: Helps make and present the exact food ordered by the customers.
This shows different roles, skills, and ways to contact customer service for the two contrasting business
Amazon and Nando’s.
Skills used for different approaches in customer service:
Patience/Self Control: Being patient is key, as when you are approached by a customer, being patient
deal with them better especially it will help you with angry and irritated customer so you are able to
tolerate the irritated and be able to interact with them and get the situation under control and as it also
, helps understand customers concerns better whereas not being patient could result in a even bigger
problem as well as ruining businesses reputation.
Empathy: Empathy is a key skill needed when approached by a customer as it allows to acknowledge the
customers feelings and them to feel they are being heard. Empathy is also important as it allows to
increase customer satisfaction even after a negative experience.
Clear Communication: Clear communication is a key skill for different approaches in customer service as
it allows to understand customers issues more clearer and also allows the conversation to flow and be
able to meet customers satisfactory.
Persuasive speaking: Having persuasive skills in customer service approaches is key as it helps convince
customers that your information is accurate and also makes them feel like you care about as you’re
trying offer them the best customer service which means it helps keep the situation under control as
well as satisfying the customer meaning they’ll likely to return to the business in the future.
P2
Meeting customers' expectations and satisfactions in Amazon is important for the company to acquire
as customers receiving a positive approach from the company’s customer service tends to lead
customers being more loyal to the brand and increasing the company’s reputation which will build more
trust in the future comers. I’ll be presenting how amazon meets their customers' expectations and their
satisfactions.
In Amazon the customers, when they receive the product and service, they expect they are usually
satisfied, clients remain happy. This may be linked to the confidence in the service offered by amazon, as
consumers are more likely to trust the company when they trust the offer provided on the goods or
service such as viewing their competitors and seeing price differences and being the better one allows
the consumer to trust the company. One way that amazon get a good reputation is through their
customer support, as then customers that receive good customer service are more likely to tell friends
and family about it.
Amazon is known for its good customer services as they meet most customers' expectations and provide
satisfactions through their goods and services as it has been shown on the company’s feedback by
customers and by the number of sales made as being the biggest multinational online business
company. There’s many ways Amazon meets the expectations and satisfactions of customers this is
through the goods and services provided to the customers in the same quality they are advertised so
they meet the customers in expectations and are satisfied. Amazon work as a team to complete the
customers' expectations for the purchase and meet the aims and objectives for the company.
Amazon meets their customers' expectations and satisfactions by providing good quality information
and advice to their customers. As shown in the previous presentation live chat in amazon is very
popular, which is accessible 24/7 all around the world, which is commonly used by customers to ask
information and advice on products they are interested in so staff are trained with product knowledge
so they can provide all pieces of information required on the product to the customer, so they know
exactly what they are purchasing. So far amazon customer service staff have shown to provide excellent
and accurate information regarding any goods or services. This benefits the company as then if
P1
Amazon and Nando’s
Amazon and Nando’s are two contrasting businesses, they are quite different in their customer services
roles and how they deal with their complaints.
Amazon is the world's largest online retailer and a prominent cloud services provider. Amazon is
headquartered in Seattle, Washington. The company has individual websites and it also has many
warehouses in many locations around the world. It has many types of ways to be contacted for its
customer service such as:
Live chats: They are beneficial for the business Amazon as it helps customers get support faster
as well as it does not cause frustration in customers because they do not need to wait long
queues for little information or any type of help. It is also easily accessible all around the world
and the company does not require multilingual agents to help those that struggle with language
problems as the staff is just able to use online tools such as google translate. It also increases
reputation faster and sales as customers can provide feedback and interact with the company.
Phone Calls: Phone Calls are one of the most beneficial ways of communication for customer
service, as phone calls allow to connect with customers in real time and it helps customers
receive any type of enquiries, also people tend to prefer voice communication than any other.
Emailing: There’s advantages and disadvantages of emailing in amazon. Email is free to use for
all, all mails can easily be stored and it is also easy to use but emails can take long to respond as
amazon is a big company, so they receive a fair number of emails and are not able to respond to
them all in a day, so some take longer.
These are all the ways you can contact amazon as they are a online business but all these are beneficial
as they fit all ways for all generations such as modern generation would rather go through live chats and
speak to them online or even email them, whereas an older person would want to contact to them and
be able to speak to them directly.
Nando’s is also a very popular worldwide restaurant business. Nando's is a South African restaurant
chain that specialises in Portuguese African food, Nando's operates in over 1,000 outlets in 35 different
countries. There are many ways to contact customer service for Nando’s such as:
Face to Face: In Nando’s Face to face communications with customers are beneficial as it is easier to
convince people. When communicating with someone face to face is more understandable through
body language and communication rather than over text or email as they can be ineffective, face to face
communication give a stronger connection and allows customers to trust someone when
communicating with them face to face, it is also better as in non-verbal understanding and at last it is
quicker and more effective.
In store: In Nando’s this is beneficial as it gives customers a personal experience, helps to gain
customer trust, allows staff to meet the individual wants and needs of customers while they are
shopping and can create an ongoing customer relationship.
,These are also beneficial ways to contact customer service in Nando’s as people can connect with the
company more by being able to talk one to one in stores and as being a big company customer can go to
any local Nando’s. Also, as amazon these are useful for all age groups as all can go in person and talk
directly and discuss any problem or enquiries.
Amazon and Nando’s Skills in customer service are quite different. Amazon is needed to have clear
communication, persuasive skills, keep empathy whereas Nando’s skills are things such as problem
solving, teamwork and keeping hygiene. Amazon and Nando’s in common must learn their product
knowledge which they do from talking to other colleagues which allows them to gain knowledge about
products they were unaware off, they also learn product knowledge through customers and telling them
about products which keeps refreshing their memory and learn more. Nando’s has a loyalty card which
amazon doesn’t where they can provide offers out of respect of customers loyalty that they’ve gained
through purchasing the product or service from the business so they become entitled to a discount
perhaps which amazon does not have as you can purchase goods or services from the company many
times, but you won’t gain anything such as a discount. Nando’s will need to keep aware of their service
such as time managing, making sure the food is warm and up to standard also keep a good presentation
of the food and they’ll also need to learn product knowledge so they know if a customer says he’s
allergic to something then being able to see what options will be available that will not affect him,
Nando’s also needs to keep and safety and also keep teamwork so they are able to work together and
help one and another to make more sales and also work quicker to meet the customer requirements.
Amazon and Nando’s have quite different customer service roles. Amazon has:
Customer Assistant: Help customers by providing them with information to help them get what
they need.
Contact centre worker: Help customers deal with problems they are facing regarding a
transaction, purchase or delivery.
Customer Delivery Driver: Delivers goods bought by customers in time and helps load/unload
goods.
Nando’s has:
Cashiers: Helps collecting payment from customers in store for their purchase and provide
chance and proof of purchase such as receipt.
Waiters: Helps distribute Food purchased by customers intact and in time to the right person.
Assistant Managers: Guides staff by telling what’s needed to be done and any issues caused in
store.
Customer Assistant: Helps deal with customer complaints regarding their purchase
Chefs: Helps make and present the exact food ordered by the customers.
This shows different roles, skills, and ways to contact customer service for the two contrasting business
Amazon and Nando’s.
Skills used for different approaches in customer service:
Patience/Self Control: Being patient is key, as when you are approached by a customer, being patient
deal with them better especially it will help you with angry and irritated customer so you are able to
tolerate the irritated and be able to interact with them and get the situation under control and as it also
, helps understand customers concerns better whereas not being patient could result in a even bigger
problem as well as ruining businesses reputation.
Empathy: Empathy is a key skill needed when approached by a customer as it allows to acknowledge the
customers feelings and them to feel they are being heard. Empathy is also important as it allows to
increase customer satisfaction even after a negative experience.
Clear Communication: Clear communication is a key skill for different approaches in customer service as
it allows to understand customers issues more clearer and also allows the conversation to flow and be
able to meet customers satisfactory.
Persuasive speaking: Having persuasive skills in customer service approaches is key as it helps convince
customers that your information is accurate and also makes them feel like you care about as you’re
trying offer them the best customer service which means it helps keep the situation under control as
well as satisfying the customer meaning they’ll likely to return to the business in the future.
P2
Meeting customers' expectations and satisfactions in Amazon is important for the company to acquire
as customers receiving a positive approach from the company’s customer service tends to lead
customers being more loyal to the brand and increasing the company’s reputation which will build more
trust in the future comers. I’ll be presenting how amazon meets their customers' expectations and their
satisfactions.
In Amazon the customers, when they receive the product and service, they expect they are usually
satisfied, clients remain happy. This may be linked to the confidence in the service offered by amazon, as
consumers are more likely to trust the company when they trust the offer provided on the goods or
service such as viewing their competitors and seeing price differences and being the better one allows
the consumer to trust the company. One way that amazon get a good reputation is through their
customer support, as then customers that receive good customer service are more likely to tell friends
and family about it.
Amazon is known for its good customer services as they meet most customers' expectations and provide
satisfactions through their goods and services as it has been shown on the company’s feedback by
customers and by the number of sales made as being the biggest multinational online business
company. There’s many ways Amazon meets the expectations and satisfactions of customers this is
through the goods and services provided to the customers in the same quality they are advertised so
they meet the customers in expectations and are satisfied. Amazon work as a team to complete the
customers' expectations for the purchase and meet the aims and objectives for the company.
Amazon meets their customers' expectations and satisfactions by providing good quality information
and advice to their customers. As shown in the previous presentation live chat in amazon is very
popular, which is accessible 24/7 all around the world, which is commonly used by customers to ask
information and advice on products they are interested in so staff are trained with product knowledge
so they can provide all pieces of information required on the product to the customer, so they know
exactly what they are purchasing. So far amazon customer service staff have shown to provide excellent
and accurate information regarding any goods or services. This benefits the company as then if
