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 SERVICEGenerally 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

etaher.312@lfglmail.org

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