Unit: 14: Investigating customer service
1
,Contents
Contents
LA Explore how effective customer service contributes to business success..............................4
P1 Describe the different approaches to customer service delivery in contrasting businesses...4
Heading 1 job roles in Apple........................................................................................................5
Heading 2 job roles in ASDA........................................................................................................7
Heading 3- Knowledge ASDA.......................................................................................................8
Heading 4- Selling Skills...............................................................................................................9
Heading 5 –Communication......................................................................................................10
Heading 6 – Internal/external customers..................................................................................11
Types of Internal customers in ASDA:........................................................................................12
Types of external customers in ASDA........................................................................................12
Examples of Internal customers in Apple..................................................................................12
Examples of external customers in Apple..................................................................................12
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..............13
M1 Analyse how legislation and regulation impacts on customer service provision in a selected
business.....................................................................................................................................18
D1 Evaluate the importance for a selected business of providing excellent customer service
and adhering to relevant current legislate on and regulations..................................................22
Learning aim B: Investigate the methods used to improve customer service in a business......23
P3 Research methods a business can use to make improvements to the customer service
provision....................................................................................................................................23
Introduction...............................................................................................................................23
Ways to improve customer service...........................................................................................24
M2 Analyse different methods of monitoring customer service for a product or service in a
selected business.......................................................................................................................24
Customer service surveys..........................................................................................................24
Mystery Shoppers......................................................................................................................25
Social media...............................................................................................................................25
Learning aim C: Demonstrate customer service in different situations, using appropriate
behaviours to meet expectations..............................................................................................26
2
, P4 Demonstrate communication and interpersonal skills appropriate to meet customer needs
in different situations................................................................................................................26
Introduction...............................................................................................................................26
Angry customer.........................................................................................................................26
Customer service.......................................................................................................................27
P4 Demonstrate communication and interpersonal skills appropriate to meet customer needs
in different situations................................................................................................................13
Redraft.......................................................................................................................................13
Organisation..............................................................................................................................13
Time Management....................................................................................................................14
Negotiation................................................................................................................................14
Problem Solving.........................................................................................................................14
Communication.........................................................................................................................15
Interpersonal.............................................................................................................................15
Confidence.................................................................................................................................16
Helping......................................................................................................................................16
Conversation..............................................................................................................................16
Open and closed questions........................................................................................................17
Role play Feedback....................................................................................................................17
P5- Review own customer service skills, identifying gaps where improvements could be made........18
P6 Present a clear, effective development plan for own customer service skills.......................21
C3 Individual skills audit and development plan........................................................................21
Organisation skills......................................................................................................................21
Conversation..............................................................................................................................22
M3 Assess how the development plan has improved the performance of customer service
skills.............................................................................................................................................1
Introduction.................................................................................................................................1
D3 Demonstrate initiative in making high-quality justified recommendations to develop own
communication and interpersonal skills to meet customer needs. Introduction.............................3
Short term goals..........................................................................................................................3
Medium term goals.....................................................................................................................5
Long term goals...........................................................................................................................5
3
, LA Explore how effective customer service contributes to business success.
P1 Describe the different approaches to customer service delivery in contrasting businesses.
I currently work in ASDA as a sales assistant which is part time which takes an important stance in
customer service to its customers. Customer service is important to every organisation. Customer
service is the support an organisation offers prior, during and after customers use their
goods/services, allowing customers to feel satisfied and have a good experience with the
organisation which is important to a sales assistant in ASDA. This is shown through ASDA offering
perks to loyal customers which is the customer loyal support scheme which is extra gift cards in
consumer purchases.
Introduction:
In this assignment I will describe how business use different approaches to customer service in
delivery in two contrasting business that I have chosen which are Apple and ASDA. Customer service
Is when a business serves a customer. This includes for Apple communication because Apple have a
customer service helpline if the customer wants to return a product that they are not satisfied with,
and the Apple helpline explains the rules and regulations of its products to be returned also Apple
gives customer service by a helpline which explains anything to do with its brand and its services also
anything a customer needs help in whether its returns or refunds for its products.
Apple
Apple is a multinational and international company it operates in Europe and North America also it
operates in China, and it is famous for the creation of the iPhone which releases a new software
every year with new features and a software update.
Also, Apple has focused on technology innovation and development. This is shown through Apple
developing new product designs such as Air Pods, Mac mini, iPhone 13. This shows that Apple
approaches customer service by developing new product for consumers. This is shown through
Apple developing wireless headphones and yearly products. This shows that Apple approaches
customer service by innovation.
Furthermore, they have five hundred retail stores in 25 countries from Europe to North America also
China and other regions such as New Zealand, Australia. Apple has shown it has a focus on customer
service which is why it is so successful. 1 This company Apple has many types of customer service job
roles that are coordinated with each other. This company has many customer service jobs and roles
which could result in it to have teamwork and transparent communication which could be applied.
This will result in Apple’s customer service to be efficient. This is because there is teamwork within
the organisation in job roles this could allow Apple if a customer complains it will allow its customer
service team to work with each other this could contain the situation and it could resolve the
situation in a fast paced manner which doesn’t discredit the organisation in customer service. This
will impact Apples customer service by outstanding customer service. This could be shown through
by Apples specialists which say “at times refer to customer support team who get customers up and
1
https://www.apple.com/newsroom/2020/04/apple-services-now-available-in-more-countries-around-the-
world/
4
1
,Contents
Contents
LA Explore how effective customer service contributes to business success..............................4
P1 Describe the different approaches to customer service delivery in contrasting businesses...4
Heading 1 job roles in Apple........................................................................................................5
Heading 2 job roles in ASDA........................................................................................................7
Heading 3- Knowledge ASDA.......................................................................................................8
Heading 4- Selling Skills...............................................................................................................9
Heading 5 –Communication......................................................................................................10
Heading 6 – Internal/external customers..................................................................................11
Types of Internal customers in ASDA:........................................................................................12
Types of external customers in ASDA........................................................................................12
Examples of Internal customers in Apple..................................................................................12
Examples of external customers in Apple..................................................................................12
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..............13
M1 Analyse how legislation and regulation impacts on customer service provision in a selected
business.....................................................................................................................................18
D1 Evaluate the importance for a selected business of providing excellent customer service
and adhering to relevant current legislate on and regulations..................................................22
Learning aim B: Investigate the methods used to improve customer service in a business......23
P3 Research methods a business can use to make improvements to the customer service
provision....................................................................................................................................23
Introduction...............................................................................................................................23
Ways to improve customer service...........................................................................................24
M2 Analyse different methods of monitoring customer service for a product or service in a
selected business.......................................................................................................................24
Customer service surveys..........................................................................................................24
Mystery Shoppers......................................................................................................................25
Social media...............................................................................................................................25
Learning aim C: Demonstrate customer service in different situations, using appropriate
behaviours to meet expectations..............................................................................................26
2
, P4 Demonstrate communication and interpersonal skills appropriate to meet customer needs
in different situations................................................................................................................26
Introduction...............................................................................................................................26
Angry customer.........................................................................................................................26
Customer service.......................................................................................................................27
P4 Demonstrate communication and interpersonal skills appropriate to meet customer needs
in different situations................................................................................................................13
Redraft.......................................................................................................................................13
Organisation..............................................................................................................................13
Time Management....................................................................................................................14
Negotiation................................................................................................................................14
Problem Solving.........................................................................................................................14
Communication.........................................................................................................................15
Interpersonal.............................................................................................................................15
Confidence.................................................................................................................................16
Helping......................................................................................................................................16
Conversation..............................................................................................................................16
Open and closed questions........................................................................................................17
Role play Feedback....................................................................................................................17
P5- Review own customer service skills, identifying gaps where improvements could be made........18
P6 Present a clear, effective development plan for own customer service skills.......................21
C3 Individual skills audit and development plan........................................................................21
Organisation skills......................................................................................................................21
Conversation..............................................................................................................................22
M3 Assess how the development plan has improved the performance of customer service
skills.............................................................................................................................................1
Introduction.................................................................................................................................1
D3 Demonstrate initiative in making high-quality justified recommendations to develop own
communication and interpersonal skills to meet customer needs. Introduction.............................3
Short term goals..........................................................................................................................3
Medium term goals.....................................................................................................................5
Long term goals...........................................................................................................................5
3
, LA Explore how effective customer service contributes to business success.
P1 Describe the different approaches to customer service delivery in contrasting businesses.
I currently work in ASDA as a sales assistant which is part time which takes an important stance in
customer service to its customers. Customer service is important to every organisation. Customer
service is the support an organisation offers prior, during and after customers use their
goods/services, allowing customers to feel satisfied and have a good experience with the
organisation which is important to a sales assistant in ASDA. This is shown through ASDA offering
perks to loyal customers which is the customer loyal support scheme which is extra gift cards in
consumer purchases.
Introduction:
In this assignment I will describe how business use different approaches to customer service in
delivery in two contrasting business that I have chosen which are Apple and ASDA. Customer service
Is when a business serves a customer. This includes for Apple communication because Apple have a
customer service helpline if the customer wants to return a product that they are not satisfied with,
and the Apple helpline explains the rules and regulations of its products to be returned also Apple
gives customer service by a helpline which explains anything to do with its brand and its services also
anything a customer needs help in whether its returns or refunds for its products.
Apple
Apple is a multinational and international company it operates in Europe and North America also it
operates in China, and it is famous for the creation of the iPhone which releases a new software
every year with new features and a software update.
Also, Apple has focused on technology innovation and development. This is shown through Apple
developing new product designs such as Air Pods, Mac mini, iPhone 13. This shows that Apple
approaches customer service by developing new product for consumers. This is shown through
Apple developing wireless headphones and yearly products. This shows that Apple approaches
customer service by innovation.
Furthermore, they have five hundred retail stores in 25 countries from Europe to North America also
China and other regions such as New Zealand, Australia. Apple has shown it has a focus on customer
service which is why it is so successful. 1 This company Apple has many types of customer service job
roles that are coordinated with each other. This company has many customer service jobs and roles
which could result in it to have teamwork and transparent communication which could be applied.
This will result in Apple’s customer service to be efficient. This is because there is teamwork within
the organisation in job roles this could allow Apple if a customer complains it will allow its customer
service team to work with each other this could contain the situation and it could resolve the
situation in a fast paced manner which doesn’t discredit the organisation in customer service. This
will impact Apples customer service by outstanding customer service. This could be shown through
by Apples specialists which say “at times refer to customer support team who get customers up and
1
https://www.apple.com/newsroom/2020/04/apple-services-now-available-in-more-countries-around-the-
world/
4
