UNIT 11 – CUSTOMER RELATIONS IN BUSINESS

MR 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?

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GCSE Bitesize (Customer Service) Business Link (Customer Care) Times 100 Enterprise Car Case Study

TYPES OF INTERNAL CUSTOMERS

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Staff in other departments Other staff teams Managers Colleagues in own department Supervisors Own work team

EXTERNAL CUSTOMERS

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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

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Gender differences

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Special needs Foreign customers Deaf / hard of hearing Blind / visually impaired Mobility issues

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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

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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

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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

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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

You 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.

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.

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.

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.

NEEDS

FAMILIES WITH YOUNG CHILDREN • Bullet point 1 • Bullet point 2 • etc VISITORS WITH SPECIAL NEEDS / DISABILITIES • Bullet point 1 • Bullet point 2 • etc STAFF MEMBERS • Bullet point 1 • Bullet point 2 • etc

EXPECTATIONS

• Bullet point 1 • Bullet point 2 • etc • Bullet point 1 • Bullet point 2 • etc • Bullet point 1 • Bullet point 2 • etc

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.

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.

COMMON DRIVE BUSINESS

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BTEC LEVEL 2 DIPLOMA IN UNIT 11 CUSTOMER RELATIONS IN BUSINESS

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MR HOLDEN

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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)