Unit 11 - P1, P2, P4, P5, P6

Unit 11 P1 – Introduction – I am going to describe three types of customers, and their needs and expectations

     1)    Loyal Customers: - These customers are harder to find, but when you are able to find them they help to promote the business in sales, unlike other customers they always stay satisfied. This behavior in a customer is good for a business/organization because you are always able to rely on them you can also invest a lot of time and effort in to them because they stay loyal no matter the situation. These customers demand full attention and politeness and respectful responses from suppliers at all times.

      2)  Impulsive Customers: - This type of customers are hard to persuade, as they require to do the task on their own as soon as possible, they tend not to have a specific product on their list so it requires patience when talking and dealing with them, they often have the urge to buy many products or services, these customers can be very challenging as they are not looking for anything in particular or what the supplier has on display.

    3)  Discount Customers: - These customers are also frequent visitors but they are only become part of the business when they are offered a promotion or discount on regular products or brands or they only buy low cost products. The more discounts that the customer receives is the more they will buy your product or service. Companies that focus on low profit investments tend to receive a lot more of these customers. These customers can also be focused on and given time and effort because they help to promote the discounted parts of the business, with profit.

P2 - Introduction – I will be outlining the benefits of good customer service in a specific organization. 

Unit 11 P2 – Introduction – I will be outlining the benefits of good customer service in a specific organization.

Three benefits that come with great customer service that Barclays can benefit from they are, customers, employees and the business/organization.

Customers – Good customer service ensures that the customer receives, the service/product they have been expecting, by getting the right transaction of their choice examples of this are deposits, and advice and help with financial problems etc. The business will be able to become successful because of the good customer service they may decide to give out special promotions and offers to existing and potential customers.

Employee: -  Good customer service can provide more profit so employees can get higher wages because they have helped to contribute to the success of the company, this also helps to keep employees motivated. A positive environment from other employees because they are able to see what good service that they are offering customers  and they will continue to this in the future.

Business/Organizations:- The customer service a business/organization that they offer toward the customer has to be up to scratch to keep the customer happy to keep them coming back to Barclay's and they won’t have to transfer there details to another bank to receive the service they would like, they would receive a higher sales/ profit for the business, because of this the business/organization will benefit from this due to high rise in profit it will keep it up and running and they will be able to open branches all over the UK or maybe even globally, or maybe even launching new schemes or products that will benefit customers, staff and the business too. With right training and positive attitude of how to treat a customer that can help to gain more loyal customers, who will remain due to the good service they will be receiving, This helps to create a positive image for the organization which will make customers recommend them to friends and family, which will create a great reputation for the business/organization that customers can rely on.

Unit 11 P4 – Introduction - In this task I am going to explain what contributes to consistent and reliable customer service.

Job role:-  it is required of staff to know what they are able and not able to do, as it may not be apart of their job description, and should not pass there limit by making promises to employees if they know they are not able to full them.

Knowledge of a product and service:- It is substantial for staff to know the product or service they will be providing customers so they are able to give the right information or advice to help them choose the best option to suit their needs.

Staff Attitude:- Staff should always behave in good conduct towards customers, for example always be polite, greet them and always be willing to help. Also a positive attitude is important because it sets the mood within an environment

Meeting specific customer needs: staff should be able to recognize customer’s needs, take them then match them to a vast range of products or service.

When working under pressure:- During specific season or times of the day stores tend to get extremely busy  and it may be difficult just to focus on one customer so you will have to serve many at time. It is suggested that staff are aware how to deal with situation much like this. Three key rules are:

- Stay calm and do not panic

- Try and work as fast as possible but do one thing at a time

- Deal with the most appropriate or urgent task first and leave the difficult one till last.

 

Unit 11 P5 - Introduction - I will be describing how customer service can be evaluated and monitored.

- Most businesses/organizations monitor how much customer feedback they receive monthly, weekly, or annually and use this information to make tallies or bar graphs etc. There are many more ways of doing this depends on the size and type of business.

- At the end of each week employees are required to feedback to supervisors or the head of the department, about what they believe can improve the service. While you are working you are able to check up on customers to ask them if they require another beverage or more sauces to go with their meal, how the food may taste or if they would like a napkin or a dessert. If they find a fault with the service they receive you need to report to whoever is on duty for example your supervisor or manager. Customer complaints are noted in a book, this way at any meeting held they are able to discuss how they can improve the service to the standard of the customer satisfaction and keep customers happy and returning to stores. This service idea has been inspired by pizza hut customer service.

-  Questionnaires are also a good source of trying to find out information from employees or customers as the recording can be tallies and scored up and placed into a bar chart, or a pie chart. Mystery customers can also be sent in to store at any time and be told to behaving in a specific way to see how each employee would treat the customer in any given situation. 

Unit 11 P6 - Introduction - I am going to outline how improvement to the customer service can be made.

In pizza hut changes to the customer service an be made, buy holding meetings before opening and closing times, to give feedback on how well they think they have done today or on any incident that pay have happened, during the course of the day between a co-worker or customer and what they have done to solve that or what they could have better within that situation. Also by filling out a survey can also make services better.