BTEC BUSINESS LEVEL 2 UNIT 11 P1-P5 Essay

Businesses that are well getn for providing superb customer service have several(prenominal) characteristics in commonthey understand what customer service really meansthey understand their customers and aim to fulfil their needs in every way every single person in the organisation wants to achieve this aim.Customer service is the customers complete experience, from the second they enter a business or view a website, to the after-sales service, such as spare parts or repairs. Superb customer service means providing services that customers did not even know they wanted, but are delighted to find are provided.Identifying Customer NeedsEffective customer service involves satisfying customer needs, so the first stair is to find proscribed what these are. All customers contact a business because they want something. Businesses use several methods to identify the needs of their customers quickly. E.g. restaurants, supermarkets, Argos, Thomas Cookhow do you view Chelsea FC identify the needs of their customers?Common customer needsMake a purchaseOrder a product or serviceObtain trainingAsk for adviceEnquire about an orderChange an orderReport a problemAsk for assistance or helpReturn or exchange goodsComplainPresentation SkillsWhat do other people see when you approach them? Someone who looks smart and professional, or someone who looks like they fell out of bed 10 minutes ago? Presentation skills have nothing to do with good looks, but everything to do with a welcoming smile, appropriate frock and a smart appearance.Personal presentation uniforms, guides on hairstyles, jewellery, discrimination Body language posture, facial expressions, gesturesworking environment tidy work area, cooperation and politeness towards roundInterpersonal SkillsThese relate to your attitude and behaviour towards other people.Attitude Be positive, leave problems behindBehaviour Courteous, respectful, honesty, thoughtfulFirst impressions and greetings Nice reception areas, ball and p olite greetings Interpersonal skills Listening carefully, note taking, request questions,positiveresponses, courtesy, concern, confidence, interest, thoughtfulness, respect, tact, efficiency Responding to customer behaviour Watch customer body language, listen for their mood, choose language and timing carefully, see the whole pictureCommunication SkillsYou need to speak to your customers and how you do this is important. You must take into considerationTone of voice The way in which you say something, expressing yourself when you speak Pitch The sound that you make when you speak, high/low,loud/quiet Language Use appropriate language, avoid slang and jargon chiliad The speed at which you speak, speak slowly and clearly Listening skills Active listening (concentrating on the speaker, notice their feelings), Reflective listening (restating what you hear at points during the conversation to check your understanding)Scope of job role Staff should know what they can and cannot do as part of their job and the type of issues they must refer to a supervisor. This should not stop them using their own initiative to resolve a straightforward problem quickly, providing they do not make arrangements or promises that are outdoors their authorityKnowledge of Products/ Services You can only give customers accurate information and advise them about the best options to suit their needs if you have a good knowledge of the products and/ or services available. Because you cannot always memorise these, you also need to know where to find the information, such as in a catalogue, cusp or database.Type and Quality of products/servicesBusinesses monitor and evaluatetheircustomer service so that they can remedy problems and introduce improvements. This can be through in various ways. The methods used usually depend upon the size and type of business.Informal customer feedback easy and cheap an example is a waiter asking you how your meal is when you are eating Customer questi onnaires/comment cards issued by many businesses e.g restaurants these give the business an idea of how effective their customer service is.Question) What do you think a disadvantage of this form of monitoring might be? Staff feedbackthis is invaluable, and not just because it is free many staff receive or overhear customer comments, both positive and negative. In addition, if staffs are unhappy and leave to work elsewhere, it is sensible to find out why. Mystery customers employed to reproof stores to assess staff. They may also check competitors stores to compare service levels.(Question) What things do you think a mystery shopper will be feel out for? Complaints and compliment letters encouraged by many organisations as a form of feedback If several similar complaints are received, there isobviouslya problem that needs immediate attention. This is why organisations record the complaints they receive and then check to see if there are any common factors.