Unit 14 – Investigating Customer Service
P1 Describe the different
approaches to customer
service delivery in
contrasting
businesses
P1 - Describe the different approaches to customer service delivery
in contrasting businesses
From the first point of contact all the way through to post-purchase
services such as replacement parts and repairs, customer service
embraces the whole customer experience. Customers who didn't know
they were looking for but are grateful for the service. Supporting and
assisting customers in the store, dealing with specific client requests, but
also assisting with complaints and problems. Providing accurate
information and reliable counsel. Tesco and NHS customer service will be
compared and contrasted in this study (non-for-profit organisation).
Tesco operates in 12 countries throughout Asia and Europe, including the
United Kingdom. As part of my project, I want to focus on Tesco's
customer service. To this end, Tesco's customer support representatives
are responsible for
Receptionist: Complaints and issues from customers are handled
here.
Customer Assistant: Gives consumers the information they need to
find what they're looking for while they browse the store.
Checkout Operator: In order to facilitate the purchase and sale of
products and services
Customer Delivery Driver: To make it easier for people to buy and
sell goods and services,
Contact Centre workers: A customer service representative may
assist consumers who are having issues with a transaction or
delivery.
,Healthcare in the United Kingdom is provided free of charge as part of the
NHS (National Health Service). This company, like any other, offers a wide
range of customer service positions:
Receptionist: Provides assistance to consumers in need of guidance
and counsel.
Doctor/Nurses: People with illnesses and issues may use this to their
advantage
Ambulance service team: Allows the hospital to help those who are
unable to travel to its facilities.
Different Approaches to customer service
Face to face - "Face-to-face" meetings occur when a customer and a
business employee meet in person to discuss availability of products
or to answer inquiries about a product.
NHS: The NHS uses face-to-face communication in the workplace,
being the most widely used way of communicating between doctors /
nurses and patients.
Tesco: Tesco uses face to face communication in stores with
customers, for example when the customer has to pay or ask for
certain things about the products or services it offers. So, Tesco staff
use this method of communication.
Online - Employees can interact with clients via social media, live
chat, and other online tools. There are numerous communication
alternatives available online. The fact that internet communication
can occur at any time and from any location saves time.
Tesco: Online communication for Tesco is just as great, as it is
simpler and easier to access, they can keep in touch with their
customers from a distance so that they will not have to physically
come to the stores to ask certain things.
NHS: Online communication for the NHS is just as important and
increasingly common, patients can ask specific questions or they can
book appointments.
Phone - You can also communicate over the phone but, you are only
permitted to do so for a limited period of time each day.
Tesco: For various questions you can call Tesco on their customer
service number, where someone will answer you and help you as
soon as possible.
NHS: The NHS also provides telephone customer service where they
strive to answer every call and provide quality services.
, Post - Due to the fact that a direct letter is sent to the company,
there is a delay in receiving a response from the company, which
might take quite some time.
Tesco: As communication by mail is a bit outdated, Tesco accepts
these letters from customers who have encountered something or
have a simple question. Only they will have more to wait for an
answer than the other methods.
NHS: The NHS tries to maintain this method, as they respond quickly
to customer questions and their answers are also sent immediately.
So much so that it's all about patients' health.
Email - When emailing a corporation, customers can expect a
response within 24 hours or less.
Both NHS and Tesco use some of these approaches, which is great
because it gives customers more options for communicating within
their own skills, which is more convenient for them. Customer
support professionals will help them file a complaint.
Social Media - Using social media to provide customer service is a
well-organised method. In addition to phone-based customer
assistance, it is a large and growing communication method. It gives
assistance before, during, and after the transaction.
Tesco: Tesco's social media and customer service teams are among
the best in the industry at providing great customer service via
social media. Tesco says its increasing network of contact centres
connects knowledgeable personnel with customers allows it to do so.
NHS: NHS can utilise social media to interact and engage with
thousands of people and organisations. By doing so, they can be
seen to understand and take into consideration the viewpoints of
their constituents, which will help them gain credibility.
As a consumer, you have multiple ways to contact the company, and
raising a complaint is simple. Companies like Tesco and NHS use user
feedback to improve and modify products or the service. Customers can
contact Tesco to inquire about their particular dietary needs. Customers
can ask questions about the health problems NHS.
NHS prefers to communicate by email or phone. They provide separate
phone lines for each of the company's teams to make things easier for
customers. Customers can contact TESCO via phone or email after visiting
the company's website. The customer service department has a specific
location within the company. You can also contact the company by phone
or mail.
P1 Describe the different
approaches to customer
service delivery in
contrasting
businesses
P1 - Describe the different approaches to customer service delivery
in contrasting businesses
From the first point of contact all the way through to post-purchase
services such as replacement parts and repairs, customer service
embraces the whole customer experience. Customers who didn't know
they were looking for but are grateful for the service. Supporting and
assisting customers in the store, dealing with specific client requests, but
also assisting with complaints and problems. Providing accurate
information and reliable counsel. Tesco and NHS customer service will be
compared and contrasted in this study (non-for-profit organisation).
Tesco operates in 12 countries throughout Asia and Europe, including the
United Kingdom. As part of my project, I want to focus on Tesco's
customer service. To this end, Tesco's customer support representatives
are responsible for
Receptionist: Complaints and issues from customers are handled
here.
Customer Assistant: Gives consumers the information they need to
find what they're looking for while they browse the store.
Checkout Operator: In order to facilitate the purchase and sale of
products and services
Customer Delivery Driver: To make it easier for people to buy and
sell goods and services,
Contact Centre workers: A customer service representative may
assist consumers who are having issues with a transaction or
delivery.
,Healthcare in the United Kingdom is provided free of charge as part of the
NHS (National Health Service). This company, like any other, offers a wide
range of customer service positions:
Receptionist: Provides assistance to consumers in need of guidance
and counsel.
Doctor/Nurses: People with illnesses and issues may use this to their
advantage
Ambulance service team: Allows the hospital to help those who are
unable to travel to its facilities.
Different Approaches to customer service
Face to face - "Face-to-face" meetings occur when a customer and a
business employee meet in person to discuss availability of products
or to answer inquiries about a product.
NHS: The NHS uses face-to-face communication in the workplace,
being the most widely used way of communicating between doctors /
nurses and patients.
Tesco: Tesco uses face to face communication in stores with
customers, for example when the customer has to pay or ask for
certain things about the products or services it offers. So, Tesco staff
use this method of communication.
Online - Employees can interact with clients via social media, live
chat, and other online tools. There are numerous communication
alternatives available online. The fact that internet communication
can occur at any time and from any location saves time.
Tesco: Online communication for Tesco is just as great, as it is
simpler and easier to access, they can keep in touch with their
customers from a distance so that they will not have to physically
come to the stores to ask certain things.
NHS: Online communication for the NHS is just as important and
increasingly common, patients can ask specific questions or they can
book appointments.
Phone - You can also communicate over the phone but, you are only
permitted to do so for a limited period of time each day.
Tesco: For various questions you can call Tesco on their customer
service number, where someone will answer you and help you as
soon as possible.
NHS: The NHS also provides telephone customer service where they
strive to answer every call and provide quality services.
, Post - Due to the fact that a direct letter is sent to the company,
there is a delay in receiving a response from the company, which
might take quite some time.
Tesco: As communication by mail is a bit outdated, Tesco accepts
these letters from customers who have encountered something or
have a simple question. Only they will have more to wait for an
answer than the other methods.
NHS: The NHS tries to maintain this method, as they respond quickly
to customer questions and their answers are also sent immediately.
So much so that it's all about patients' health.
Email - When emailing a corporation, customers can expect a
response within 24 hours or less.
Both NHS and Tesco use some of these approaches, which is great
because it gives customers more options for communicating within
their own skills, which is more convenient for them. Customer
support professionals will help them file a complaint.
Social Media - Using social media to provide customer service is a
well-organised method. In addition to phone-based customer
assistance, it is a large and growing communication method. It gives
assistance before, during, and after the transaction.
Tesco: Tesco's social media and customer service teams are among
the best in the industry at providing great customer service via
social media. Tesco says its increasing network of contact centres
connects knowledgeable personnel with customers allows it to do so.
NHS: NHS can utilise social media to interact and engage with
thousands of people and organisations. By doing so, they can be
seen to understand and take into consideration the viewpoints of
their constituents, which will help them gain credibility.
As a consumer, you have multiple ways to contact the company, and
raising a complaint is simple. Companies like Tesco and NHS use user
feedback to improve and modify products or the service. Customers can
contact Tesco to inquire about their particular dietary needs. Customers
can ask questions about the health problems NHS.
NHS prefers to communicate by email or phone. They provide separate
phone lines for each of the company's teams to make things easier for
customers. Customers can contact TESCO via phone or email after visiting
the company's website. The customer service department has a specific
location within the company. You can also contact the company by phone
or mail.
