lOMoARcPSD|3013804
Unit 14: Investigating Customer Service - Assignment 1
Understanding Business (University of Greenwich)
, lOMoARcPSD|3013804
Unit Number and Title: Unit 14: Investigating Customer Service
Learning Aim: A: Explore how effective customer service contributes to business success
Learning Aim B: Investigate the methods used to improve customer service in the business
Assignment Title: Why is it important to provide excellent customer service?
Introduction
This assignment, I have selected two contrasting businesses and these businesses are
Asda, McDonalds. The reason why I have chosen Asda is due to shopping there
frequently as they do sell a wide range of products to all ages. Therefore, they are
also one of the largest supermarkets in the UK period. They are mostly popular in selling
food and have competitors like Tesco and Sainsbury’s. They also do maintain superb
customer service in order to remain one of the most popular supermarkets in order to
gain customer loyalty. Therefore, the reason why I have picked McDonalds is due to
their outstanding customer service. There are one of the most successful fast food
franchises in the world who cater to all ages and offer great understanding on their
customer service. Their competitors are franchises like Burger King and Subway, and
these do offer good customer service in order to make their customers loyal.
14/A. P1 - Describe the different approaches to customer service delivery in
contrasting businesses.
What is Customer Service?
Customer Service is the assistance and advice which is provided by the organisation to
its customers who purchase the products or services. The reason why customer service
is so important is because it provides loyalty from customers and improves business
reputation. Staff are trained thoroughly to know fully about the product and service
in order to provide
1
, lOMoARcPSD|3013804
the best customer service possible. They must also know how to deal with the query
from the customers.
Customer service does affect Asda’s business and its reputation. If the customer feels
he or she did not receive the customer service, they needed they will spread it
through word of mouth to their friends and family which will damage the reputation
and affect the sales and profits. Therefore, Asda have trained their staff very well to
handle the situation for their customer to receive excellent customer service to
maintain its reputation.
For McDonald’s Customer Service does have a serious impact as it offers range of
services. Employees while they offer services, they have to offer good customer service
through and a great positive one. If the customers are happy, they will be happy to
buy more which results in higher profits.
Different types of customers
There are two different types of customer which are internal and external. Internal is
the costumers who are directly connected to an organisation, so they are basically
internal of the whole organisation. These internal customers are stakeholders, the
employees and shareholders. However, the external customer are customers who
purchase company’s products or service.
Different approaches to customer service
Face to Face is when there is face to face interaction between the staff member and
customer physically. It's a more personal approach.
Online: Online communication between the customer and employee. It can be
through social media or even live chat. The best thing about it is that it can be accessed
anytime and anywhere.
Phone: communication through phone but only for a limited amount of time.
Post: This is when the customer posts a letter to the company, but it can take some
time and travelling is necessary to post the letter.
2
Unit 14: Investigating Customer Service - Assignment 1
Understanding Business (University of Greenwich)
, lOMoARcPSD|3013804
Unit Number and Title: Unit 14: Investigating Customer Service
Learning Aim: A: Explore how effective customer service contributes to business success
Learning Aim B: Investigate the methods used to improve customer service in the business
Assignment Title: Why is it important to provide excellent customer service?
Introduction
This assignment, I have selected two contrasting businesses and these businesses are
Asda, McDonalds. The reason why I have chosen Asda is due to shopping there
frequently as they do sell a wide range of products to all ages. Therefore, they are
also one of the largest supermarkets in the UK period. They are mostly popular in selling
food and have competitors like Tesco and Sainsbury’s. They also do maintain superb
customer service in order to remain one of the most popular supermarkets in order to
gain customer loyalty. Therefore, the reason why I have picked McDonalds is due to
their outstanding customer service. There are one of the most successful fast food
franchises in the world who cater to all ages and offer great understanding on their
customer service. Their competitors are franchises like Burger King and Subway, and
these do offer good customer service in order to make their customers loyal.
14/A. P1 - Describe the different approaches to customer service delivery in
contrasting businesses.
What is Customer Service?
Customer Service is the assistance and advice which is provided by the organisation to
its customers who purchase the products or services. The reason why customer service
is so important is because it provides loyalty from customers and improves business
reputation. Staff are trained thoroughly to know fully about the product and service
in order to provide
1
, lOMoARcPSD|3013804
the best customer service possible. They must also know how to deal with the query
from the customers.
Customer service does affect Asda’s business and its reputation. If the customer feels
he or she did not receive the customer service, they needed they will spread it
through word of mouth to their friends and family which will damage the reputation
and affect the sales and profits. Therefore, Asda have trained their staff very well to
handle the situation for their customer to receive excellent customer service to
maintain its reputation.
For McDonald’s Customer Service does have a serious impact as it offers range of
services. Employees while they offer services, they have to offer good customer service
through and a great positive one. If the customers are happy, they will be happy to
buy more which results in higher profits.
Different types of customers
There are two different types of customer which are internal and external. Internal is
the costumers who are directly connected to an organisation, so they are basically
internal of the whole organisation. These internal customers are stakeholders, the
employees and shareholders. However, the external customer are customers who
purchase company’s products or service.
Different approaches to customer service
Face to Face is when there is face to face interaction between the staff member and
customer physically. It's a more personal approach.
Online: Online communication between the customer and employee. It can be
through social media or even live chat. The best thing about it is that it can be accessed
anytime and anywhere.
Phone: communication through phone but only for a limited amount of time.
Post: This is when the customer posts a letter to the company, but it can take some
time and travelling is necessary to post the letter.
2
