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What elements of good customer service can you identify in this photo?
LESSON OUTCOME
Have passed P1, P2, P4 and P5 (and a bit of P3) by Friday
Understand what the effect of customer service has on a business
WHAT IS THE EFFECT OF CUSTOMER SERVICE
Building a good
reputation by
Increased profit
Retention of customers
New customers
Job satisfaction
and motivation
Increased sales
Extension: Who knows what a competitive advantage is?
Task in your books: Write your own paragraph explaining the effect of customer service on a business. You must include as many of these key phrases as possible.
THE EFFECT OF CUSTOMER SERVICE
My business has built a good reputation by satisfying our customers, abiding by our legislations and providing a competitive advantage. This has helped us bring in new customers and helped to retain our existing customers. In turn this will increase our sales and it will hopefully increase our profit level too.
P3/P4 - LEGISLATIONS
Definition
Punishment
Example of how your business will implement that legislation
How this protects the customer
Final paragraph should explain the impact/ effect of the legislations overall
COMMON MISTAKES
You HAVE to write in full paragraphs!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
That means NO BULLET POINTS Delete my prompt questions
Only use black font
P1 – DESCRIBE THE DIFFERENT TYPES OF CUSTOMER SERVICE
DIRECT OR Staff that have direct involvement and customer contact
INDIRECT Staff that do not make contact with the customer and are usually in the
background
FACE TO FACE So you can see the service deliver and are speaking to them directly
FRONT LINE The first person a customer comes into contact with
REMOTE Use email, Skype, phone or other online methods of contact to provide customer
service. This means customer do not have to go into the store. Example include Amazon, call centres.
P2 – CONSISTENT AND RELIABLE CUSTOMER SERVICE
Generally good piece of workExamples specific to your chosen business
MERIT WORK - SUPERMARKETS
M1 – Compare how two selected businesses satisfy their customers
M2 – Explain how a selected business attempts to exceed customer expectations
MERIT WORK
Choose two businesses that you are going to compare
How does your business you provide customer satisfaction?
EXCEEDING CUSTOMER SERVICE
To the delight of customers rather than just satisfying them
Choose one of the two businesses you compared in M1 and exaplin how that business can go one step further to exceed customer expectations
DISTINCTION WORK
D1 - Assess the effect of providing consistent and reliable customer service on the reputation of a selected business Continuation of M2
THE EFFECT OF CUSTOMER SERVICE
My business has built a good reputation by satisfying our customers, abiding by our legislations and providing a competitive advantage. This has helped us bring in new customers and helped to retain our existing customers. In turn this will increase our sales and it will hopefully increase our profit level too.
ACHIEVEMENT AWARDS – UNIT 1
Danielle
Samia
Tahera
Sinthiya
Daniel
Lucija
Aaron
Alex
Tyler
ACHIEVEMENT AWARDS – UNIT 4
Alex
Oni
Samia
Aaron
Amani
Lucija
Bernice
Jamal
Emilie
Denzel