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What elements of good customer service can you identify in this photo?
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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
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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.
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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.
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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
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COMMON MISTAKES You HAVE to write in full
paragraphs!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! That means NO BULLET POINTS Delete my prompt questions Only use black font
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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.
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P2 – CONSISTENT AND RELIABLE CUSTOMER SERVICEGenerally good piece of workExamples specific to your chosen business
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MERIT WORK - SUPERMARKETS
M1 – Compare how two selected businesses satisfy their customers
M2 – Explain how a selected business attempts to exceed customer expectations
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MERIT WORK
Choose two businesses that you are going to compare
How does your business you provide customer satisfaction?
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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
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DISTINCTION WORK
D1 - Assess the effect of providing consistent and reliable customer service on the reputation of a selected business Continuation of M2
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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.
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ACHIEVEMENT AWARDS – UNIT 1
Danielle Samia Tahera Sinthiya Daniel Lucija Aaron Alex Tyler
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ACHIEVEMENT AWARDS – UNIT 4 Alex Oni Samia Aaron Amani Lucija Bernice Jamal Emilie Denzel