Unit 14 assignment 1
Introduction
Customer service is a key aspect of business; it can contribute largely to the success or downfall
of any business. In this assignment, I will show how two contrasting businesses offer good
customer service and I will suggest recommendations for improvement.
The two businesses I have selected are:
Domino’s
Domino's started out as just a small pizza restaurant – with just one store in 1960. However, in
1978 the 200th Domino's store opened, and things really began to take off. By 1983 there were
1,000 Domino's stores and 5,000 in 1989. Today, there are over 15,300 stores – including more
than 5,000 outside the United States.
ASDA
Founded in the 1960s in Yorkshire by Peter and Fred Asquith and Noel Stockdale, ASDA is one
of Britain’s leading retailers. Dedicated colleagues serve customers from their network of stores
and online services, including supercenters, superstores, supermarkets, Living stores, petrol
filling stations and depots across the UK. More than 18 million people shop with ASDA every
week, which reflects positively on its high reputation.
P1: Describe the different approaches to customer service delivery in contrasting businesses.
The way a business delivers customer service varies depending on the company and what the
product or service being sold is. Domino’s and ASDA have different approaches to customer
service due to the contrasting range of products and services each organisation has to offer.
The reputation of Domino’s has excelled due to their quality standards and an overall good
level of customer service. Today however, the majority of orders are taken in through either
the domino’s app or website. This means that the main face-to-face interaction between
customer and employee is when the delivery driver or cyclist knocks on the door of the
consumer. You would still expect the deliverer to greet the consumer in a friendly manner in
order to reflect positively on the company. This did not use to be the case, where all consumers
would have to go to a Domino’s branch and order face to face with the employees behind the
till, but today with an advance in technology, it makes it far more convenient to the consumer
just to order online as it saves time and effort. In saying this, it allows Domino’s to accept more
orders and meet the demand of the consumers better. This makes them stand out over their
competitors in a congested market with many companies who sell pizzas. Just a few of the
other major companies in this market include Papa Johns, Pizza Hut and Pizza Express.
Domino’s also have a live chat where consumers can talk to an employee over an issue with
, their food or if they have had an unpleasant experience with the delivery driver or cyclist. This
can result in the consumer being compensated with either a refund or even a new pizza.
ASDA is a very large chain of supermarkets, which offers a very large range of products from
food to clothing to home utilities. Having such a large range of products has made the company
one of the ‘Big four’ supermarket chains in the UK. The other three of four are Tesco,
Sainsbury’s and Morrison’s. These companies are the original supermarkets of the UK.
However, in recent years ALDI and LIDL have been introduced in the UK. They have offered
lower prices for very similar product brands. This has made them a major threat to companies
like ASDA and shows how customer service is a major influence in making their consumers
choose them over their competitors. The expectations of the customer are for them to interact
with a friendly staff member working behind the till. Alternatively, ASDA offers online shopping
where customers can have the option for their weekly shop to be delivered to their home.
Again, this reflects on how technology has changed the way companies approach customer
service. If the consumer is missing items from their shop, they can contact the customer service
on their website to find out why it was missing. This may be because ASDA had either had none
of the item in stock, or the employee simply missed out an item when bagging up.
P2: Examine ways that customer service in a selected business can meet the expectations and
satisfaction of customers and adhere to relevant current legislation and regulations. + M1:
Analyse how legislation and regulation impacts on customer service provision in a selected
business.
Domino’s will want to meet expectations of the employee in order to maintain their high
reputation. All customers buying from Domino’s would expect a hot pizza with all the toppings
they ordered in an acceptable amount of time. They would expect to have their pizza and or
sides delivered by a friendly employee. Failure to meet the expectations of the consumer with
make them unsatisfied with the company’s services and can result in them not purchasing from
Domino’s again as there are many other pizza takeaway companies.
The main legislation, which companies should adhere when dealing with customer service, is
the consumer protection act. It is the business’ duty to ensure their product is safe for human
consumption with no chance of risk to the health of the consumer. Regular health checks will
take place within Domino’s in order to ensure their food is safe. Any issues regarding this may
result in a branch being closed down.
There are also several other legislations and regulations which Domino’s should adhere to in
relation to customer service. These are:
Satisfactory quality – the food must be cooked at a reasonable quality that customers
would expect. The food should not be cold or burnt.
Introduction
Customer service is a key aspect of business; it can contribute largely to the success or downfall
of any business. In this assignment, I will show how two contrasting businesses offer good
customer service and I will suggest recommendations for improvement.
The two businesses I have selected are:
Domino’s
Domino's started out as just a small pizza restaurant – with just one store in 1960. However, in
1978 the 200th Domino's store opened, and things really began to take off. By 1983 there were
1,000 Domino's stores and 5,000 in 1989. Today, there are over 15,300 stores – including more
than 5,000 outside the United States.
ASDA
Founded in the 1960s in Yorkshire by Peter and Fred Asquith and Noel Stockdale, ASDA is one
of Britain’s leading retailers. Dedicated colleagues serve customers from their network of stores
and online services, including supercenters, superstores, supermarkets, Living stores, petrol
filling stations and depots across the UK. More than 18 million people shop with ASDA every
week, which reflects positively on its high reputation.
P1: Describe the different approaches to customer service delivery in contrasting businesses.
The way a business delivers customer service varies depending on the company and what the
product or service being sold is. Domino’s and ASDA have different approaches to customer
service due to the contrasting range of products and services each organisation has to offer.
The reputation of Domino’s has excelled due to their quality standards and an overall good
level of customer service. Today however, the majority of orders are taken in through either
the domino’s app or website. This means that the main face-to-face interaction between
customer and employee is when the delivery driver or cyclist knocks on the door of the
consumer. You would still expect the deliverer to greet the consumer in a friendly manner in
order to reflect positively on the company. This did not use to be the case, where all consumers
would have to go to a Domino’s branch and order face to face with the employees behind the
till, but today with an advance in technology, it makes it far more convenient to the consumer
just to order online as it saves time and effort. In saying this, it allows Domino’s to accept more
orders and meet the demand of the consumers better. This makes them stand out over their
competitors in a congested market with many companies who sell pizzas. Just a few of the
other major companies in this market include Papa Johns, Pizza Hut and Pizza Express.
Domino’s also have a live chat where consumers can talk to an employee over an issue with
, their food or if they have had an unpleasant experience with the delivery driver or cyclist. This
can result in the consumer being compensated with either a refund or even a new pizza.
ASDA is a very large chain of supermarkets, which offers a very large range of products from
food to clothing to home utilities. Having such a large range of products has made the company
one of the ‘Big four’ supermarket chains in the UK. The other three of four are Tesco,
Sainsbury’s and Morrison’s. These companies are the original supermarkets of the UK.
However, in recent years ALDI and LIDL have been introduced in the UK. They have offered
lower prices for very similar product brands. This has made them a major threat to companies
like ASDA and shows how customer service is a major influence in making their consumers
choose them over their competitors. The expectations of the customer are for them to interact
with a friendly staff member working behind the till. Alternatively, ASDA offers online shopping
where customers can have the option for their weekly shop to be delivered to their home.
Again, this reflects on how technology has changed the way companies approach customer
service. If the consumer is missing items from their shop, they can contact the customer service
on their website to find out why it was missing. This may be because ASDA had either had none
of the item in stock, or the employee simply missed out an item when bagging up.
P2: Examine ways that customer service in a selected business can meet the expectations and
satisfaction of customers and adhere to relevant current legislation and regulations. + M1:
Analyse how legislation and regulation impacts on customer service provision in a selected
business.
Domino’s will want to meet expectations of the employee in order to maintain their high
reputation. All customers buying from Domino’s would expect a hot pizza with all the toppings
they ordered in an acceptable amount of time. They would expect to have their pizza and or
sides delivered by a friendly employee. Failure to meet the expectations of the consumer with
make them unsatisfied with the company’s services and can result in them not purchasing from
Domino’s again as there are many other pizza takeaway companies.
The main legislation, which companies should adhere when dealing with customer service, is
the consumer protection act. It is the business’ duty to ensure their product is safe for human
consumption with no chance of risk to the health of the consumer. Regular health checks will
take place within Domino’s in order to ensure their food is safe. Any issues regarding this may
result in a branch being closed down.
There are also several other legislations and regulations which Domino’s should adhere to in
relation to customer service. These are:
Satisfactory quality – the food must be cooked at a reasonable quality that customers
would expect. The food should not be cold or burnt.
