Unit 001 Customer service principles 1- a) -Define what is meant by: Customer Service Customer service is one of the few parts of a business that has real direct links with customers staff are therefore able directly to learn the customers needs, opinions and preferences. As such, customer service staff can make valuable contributions to future business plans. Customer service is the public face of any business, solving customers problems and helping them get the most out of the product they have purchased can be enormously satisfying, the job of customer service sector is to ensure that those expectations are fulfilled. b) -Define what is meant by: Customer expectations Customers they want faster service, more convenient service, more flexibility in things like payment plans and options, or merchandise return policies. They want their problems solved almost immediately.
Wal-Mart needs to elaborate more on how they plan on saving people money. If I have never shopped there, I wouldn’t even know what products they sell by reading the mission statement. The second company I chose to write about is Target. Target’s mission statement states “Our mission is to make Target the preferred shopping destination for our guests by delivering outstanding value, continuous innovation and an exceptional guest experience by consistently fulfilling our Expect More, Pay Less brand promise.” (Target Corporate, 2012) This mission statement tells me the reason that the company exists and that is to deliver outstanding value, innovation and an exceptional guest experience. Their mission is to consistently fulfill the “Expect More, Pay Less promise.” The information I believe needs improving would be who exactly the customer is and what products they are selling.
The first key factor is Culture. Chipotle integrates its unique corporate culture into each of its storefronts. The company believes that "creating a performance based culture [will] lead to the best restaurant experience possible for [its] employees and customers." Chipotle embraces its employees' unique perspectives, personalities, and strengths, as it believes these factors contribute to the brand's success. Chipotle has a well-defined and transparent advancement structure that encourages loyalty from part- and full-time employees, thus reducing turnover and training costs.
Customers earn points for £’s spent and these points can be redeemed against food, fuel and even days out; and this is what sets Tesco apart from the other stores. Their range of products and services is more attractive because the customer feels they are getting something back for spending their money at Tesco. By Stacey’s definition (Stacey, 2007) technical rationality is key in bringing together problem solving and decision making in any strategy. Stacey argues that Technical Rationality is decision making purely based on
Ideally, Culinarian Cookware will be able to meet the needs of its stakeholders, while protecting the integrity of the prestigious brand name. B. Identification of Major Stakeholders and Problems, Goals, and Concerns The major stakeholders include the senior management team of Culinarian Cookware, the consumers, the retailers or trade partners, and finally the competition. Though management is currently in disagreement as to the best way to approach the price promotion strategy, they ultimately share the same company values. It is noted that Janus’ primary goal is to keep the name of Culinarian Cookware associated with high quality and prestige, so positioning strategies must not cause any erosion of the elite reputation.
The importance of customer service in retail industry Why focusing on the customer is important: Tesco Customer satisfaction is important for Tesco because one of their main aim is to ensure that all customers have a good experience within Tesco and all goods purchased are in a good condition. As well as this they should be satisfied with the service of the employees towards them. Collection and uses of customer information – this is important because it shows Tesco where they are doing well and the areas they need to improve on. They can also find out which products need to be looked at if they are being returned a lot. They can also find ways of improving the service given by employees given all the feedback from the customers.
If a business is being ethical, then it is following moral guidelines which govern good behaviour. Co-op can benefit from being ethical to some extent. It would be good for co-op to be ethical as it gives them a very good image, and can improve their reputation. They are likely to get more customers from this because many people choose to buy products and services from businesses who are ethical. If they get more customers, then sales will increase and their overall profit may increase because of this.
Chadwick must also see who its target consumers are. They have to find out which age range, gender, and race purchase the products. In order to keep Chadwick’s customers coming back, Chadwick must provide them with the best products and services. Another great way to stay in touch with our customers is a loyalty program. It’s a great way to use the email marketing tool and Chadwick can send our loyal customers special offers and let them know about
Without an increase in customers, Hometown’s ceiling is limited (Grimes, 2005). * It can be assumed that supplier power is high. Companies that supply goods have the ability to dictate the price of the goods they are providing. The more suppliers charge, the less competitive Hometown will be because it will reflect in the cost of the finished product. Some of the mentioned goods include specialty teas and coffees, ingredients for baked goods, soups, deli meats, condiments, packaging materials etc.
Communication is important to find out how to serve them in the best way possible. Internal customers help bring in external customers which the organisation thrives on. It helps to keep employees happy – improving their quality of work. It also improves the organisations image as they show they take an active interest in the well-being of customers, making customers loyal. | 3.2 | Can you explain whey customer service must meet or