UNIT 11 – CUSTOMER RELATIONS IN BUSINESS MR HOLDEN.

UNIT 11 – CUSTOMER RELATIONS IN BUSINESSMR HOLDEN

WHAT IS CUSTOMER SERVICE?

“….Customer service is the customer’s 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…”

(BTEC Level 2 Business Book, Pearson)

WHAT IS CUSTOMER SERVICE?

• GCSE Bitesize (Customer Service)

• Business Link (Customer Care)

• Times 100 Enterprise Car Case Study

TYPES OF INTERNAL CUSTOMERS

• Staff in other departments

• Other staff teams

• Managers

• Colleagues in own department

• Supervisors

• Own work team

EXTERNAL CUSTOMERS

• Some businesses provide goods and services for many different types of external customers; some only provide for certain groups of people

• New / existing customers

• Individuals / groups and families

• Age differences

• Cultural differences

EXTERNAL CUSTOMERS

• Gender differences

• Special needs Foreign customers

Deaf / hard of hearing

Blind / visually impaired

Mobility issues

SITUATIONS WHERE CUSTOMER SERVICE CAN BE PROVIDED

• The address, postcode, phone number and website of the business, and its opening hours

• The people who can answer certain types of problems / queries

• The products / services that the business provides

• The literature / printed information available• Organisational rules for dealing with issues• Directions

THE BENEFITS OF PROVIDING GOOD CUSTOMER SERVICE

THE CUSTOMER•The experience is pleasant and enjoyable

•Feels valued and important

•Can rely on the service every time

•Customer is confident about what they have paid for

•Less need to ‘shop around’ in the future


THE ORGANISATION•Image and reputation is enhanced

•Word of mouth recommendation is free!

•Feedback from regular customers provides useful information that can help to improve the business

•Business grows as profits / demand for products / services increases


THE EMPLOYEE•Working environment is pleasant – staff know they’re doing a good job

•Staff know that they can rely on each other for prompt / accurate information

•Building a positive relationship with customers and working towards high standards = job satisfaction

•Companies with satisfied customers are unlikely to go out of business = job security

DESIG

N O

F IN

FOR

MA

TIO

N

BO

OK

LETYou can design this page

how you wish. You should make sure that

you include: your name; a title of ’Customer Service Information Booklet and some

images that you feel are appropriate.

FIRST P

AG

E: T

ITLE

PA

GE

DESIG

N O

F IN

FOR

MA

TIO

N

BO

OK

LET

Again, you can design this page how you wish.

Heading: WHAT IS CUSTOMER SERVICE? Firstly, you need to include your own definition of

what customer service is.

Heading: INTERNAL / EXTERNAL CUSTOMERS OF CHESTER ZOO. Also, on this page, you need to provide a

diagram (the layout of this can be your choice) of the different

internal and external customers of Chester Zoo.

SEC

ON

D P

AG

E: P

1

DESIG

N O

F IN

FOR

MA

TIO

N

BO

OK

LET

Again, design this page how you wish.

Heading: HOW CUSTOMER SERVICE CAN BE PROVIDED AT CHESTER ZOO. This page

needs to explain (in brief) at least ten ways in which customer service can be provided at

Chester Zoo, in general. Again, you can include appropriate

images if you wish.

TH

IRD

PA

GE: P

1 (C

ON

TIN

UED

)

DESIG

N O

F IN

FOR

MA

TIO

N

BO

OK

LET

Heading: NEEDS AND EXPECTATIONS OF DIFFERENT CUSTOMERS OF CHESTER ZOO. This page needs to contain a table in the following format. You must describe the

needs and expectations of: families with young children; visitors with special needs / disabilities and staff members. You should

include at least five needs and expectations for each.

FOU

RTH

PA

GE: P

1 (C

ON

TIN

UED

)

NEEDS EXPECTATIONS

FAMILIES WITH YOUNG

CHILDREN

• Bullet point 1• Bullet point 2• etc


VISITORS WITH SPECIAL NEEDS /

DISABILITIES



STAFF MEMBERS



DESIG

N O

F IN

FOR

MA

TIO

N

BO

OK

LET

On this page you need three separate headings (one for each

of the different types of customers that we are using).

You need to fully For each, you need to :

•Fully explain what each need is and how Chester Zoo meets this•Fully explain what each expectation is and how Chester Zoo meets this

Your font size cannot be more than 11 and you cannot insert pictures. This is merit work.

FIFTH

PA

GE: M

1 (C

ON

TIN

UED

)

DESIG

N O

F IN

FOR

MA

TIO

N

BO

OK

LET

Heading: BENEFITS OF PROVIDING GOOD CUSTOMER

SERVICE AT CHESTER ZOO. On this page you need three

separate headings (customers, Chester Zoo, employees). You need to explain the benefits to

each of these of providing good customer service. You need to

make sure that all of your work is related to Chester Zoo.

SIX

TH

PA

GE: P

2

COMMON DRIVE BTEC LEVEL 2 DIPLOMA IN BUSINESS UNIT 11 CUSTOMER RELATIONS IN BUSINESS MR HOLDEN

• This PowerPoint information and guidance (P1 M1 P2.ppt)

• Blank Publisher template for the booklet (Blank Template.pub)

• The PowerPoint that was shown at Chester Zoo (Customer Care at Chester Zoo.ppt)

UNIT 11 – CUSTOMER RELATIONS IN BUSINESS MR HOLDEN.

Documents

Transcript of UNIT 11 – CUSTOMER RELATIONS IN BUSINESS MR HOLDEN.