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 BENEFITS OF PROVIDING GOOD CUSTOMER SERVICE
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 BENEFITS OF PROVIDING GOOD CUSTOMER SERVICE
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
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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.
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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.
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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.
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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.
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NEEDS EXPECTATIONS
FAMILIES WITH YOUNG
CHILDREN
• Bullet point 1• Bullet point 2• etc
• Bullet point 1• Bullet point 2• etc
VISITORS WITH SPECIAL NEEDS /
DISABILITIES
• Bullet point 1• Bullet point 2• etc
• Bullet point 1• Bullet point 2• etc
STAFF MEMBERS
• Bullet point 1• Bullet point 2• etc
• Bullet point 1• Bullet point 2• etc
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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.
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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.
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