Unit 14: Investigating Customer service AS1
BTEC Business Level 3 Foundation Diploma
Olivia Kariuki 00526463
1|Page
,Contents page:
Introduction -
Customer Service -
Ryanair -
John Lewis & Partners -
Describe the different approaches to customer service -
Different types of customers -
Customer personalities -
Examine ways that customer service meets expectations and satisfaction -
Research methods a business can use to make improvements -
Analyse how legislation and regulation impacts on customer service -
- Consumer rights act
- Supply of goods and service act 1982
- Equality act 2010
- Data protection act 2019
- Distance selling regulation
Analyse different methods of monitoring customer service for a product -
Evaluate the importance of John Lewis providing good customer service -
Evaluate the benefits of improvements to customer service performance -
2|Page
, 1.0 Introduction
This is a report investigating customer service. It is an analysis of how effective
customer service contributes to success and an analysis of the methods used to
improve customer service.
2.0 What is Customer service?
Customer service refers to a company's assistance and guidance to people who buy
or use its products or services. Customer service relevance varies by product or
service, market, and customer. Customer service is critical to an organization's
capacity to create revenue and profit. In that perspective, customer service should
be considered as part of a broader strategy for continuous improvement. A bad
customer service experience can completely impact a customer's opinion of a
company which is why it is everyone’s responsibility within a company to provide
excellent customer service. Distinct types of roles will require appropriate methods
of customer service. Without proper procedures in place, employees would be
unclear about the roles and tasks could be duplicated while others may be
overlooked
3.0 Ryanair
Ryanair is a low-cost airline based in Ireland that was founded in 1984. It is Europe's
largest airline group, with operations in 27 countries. Its principal operational bases
are the airports of Dublin and London Stansted. They employ 19,000 highly skilled
aviation experts who are responsible for Europe's best on-time performance and an
industry-leading 34-year safety record. (Ryanair, n.d.)
The company began with 15 daily flights and has since grown to over 2,400 daily
flights. It is a public limited corporation that was founded by Tony Ryan, Christopher
Ryan, and Liam Lonergan but is now owned by Michael O'Leary. The company is
dedicated to affordable air prices and strives to make flying more efficient and
convenient for everyone. The company began by providing air flight travel and has
since expanded to include a variety of products and services such as car rental,
hotels, and events and activities.
Michael O'Leary, the current CEO, has made numerous modifications to the company
since its establishment, resulting in Ryanair earning more profit than most of its
competitors in 1988 and propelling it to success.
3|Page
BTEC Business Level 3 Foundation Diploma
Olivia Kariuki 00526463
1|Page
,Contents page:
Introduction -
Customer Service -
Ryanair -
John Lewis & Partners -
Describe the different approaches to customer service -
Different types of customers -
Customer personalities -
Examine ways that customer service meets expectations and satisfaction -
Research methods a business can use to make improvements -
Analyse how legislation and regulation impacts on customer service -
- Consumer rights act
- Supply of goods and service act 1982
- Equality act 2010
- Data protection act 2019
- Distance selling regulation
Analyse different methods of monitoring customer service for a product -
Evaluate the importance of John Lewis providing good customer service -
Evaluate the benefits of improvements to customer service performance -
2|Page
, 1.0 Introduction
This is a report investigating customer service. It is an analysis of how effective
customer service contributes to success and an analysis of the methods used to
improve customer service.
2.0 What is Customer service?
Customer service refers to a company's assistance and guidance to people who buy
or use its products or services. Customer service relevance varies by product or
service, market, and customer. Customer service is critical to an organization's
capacity to create revenue and profit. In that perspective, customer service should
be considered as part of a broader strategy for continuous improvement. A bad
customer service experience can completely impact a customer's opinion of a
company which is why it is everyone’s responsibility within a company to provide
excellent customer service. Distinct types of roles will require appropriate methods
of customer service. Without proper procedures in place, employees would be
unclear about the roles and tasks could be duplicated while others may be
overlooked
3.0 Ryanair
Ryanair is a low-cost airline based in Ireland that was founded in 1984. It is Europe's
largest airline group, with operations in 27 countries. Its principal operational bases
are the airports of Dublin and London Stansted. They employ 19,000 highly skilled
aviation experts who are responsible for Europe's best on-time performance and an
industry-leading 34-year safety record. (Ryanair, n.d.)
The company began with 15 daily flights and has since grown to over 2,400 daily
flights. It is a public limited corporation that was founded by Tony Ryan, Christopher
Ryan, and Liam Lonergan but is now owned by Michael O'Leary. The company is
dedicated to affordable air prices and strives to make flying more efficient and
convenient for everyone. The company began by providing air flight travel and has
since expanded to include a variety of products and services such as car rental,
hotels, and events and activities.
Michael O'Leary, the current CEO, has made numerous modifications to the company
since its establishment, resulting in Ryanair earning more profit than most of its
competitors in 1988 and propelling it to success.
3|Page
