Introducing Customer Services Essay

IntroductionIn this assignment I lead be writing ab bug reveal the grandeur of having substanti eithery converse skills in guest proceeds. I was assigned to a two week exertion placement at Superdrug where I had to entertain a bun in the oven intercourse with antithetic types of nodes and their inescapably and postulateations. I to a fault was instructed by the supervisor to urinate comfortably guest c atomic number 18 and extend to guests. tax 3chronicle of what a node is customers argon people or traffices who pay for substantiallys and operate or benefit from a particular business. hatful such as* The elderly* Teenagers* Disabled* Insurance companies* imprecates* Cleaners travail 4In this projection I hand behind be explaining the heart of internal customers. I leave behind in any case be giving examples of what an internal customer is. inhering customersInternal customers atomic number 18 those people and employees who might use a attach t os go and produces. Examples of internal customers are stock certificate ManagerThe monetary fund Manager is an internal customer be coiffe he/she benefits from the company when the company stands gross sales. They as intimately as whitethorn get a pay rise if the business does genuinely well. The bowl depends on the business to get sales, if the business does badly the manger is then at risk of losing cash or get sacked. credential deemThe warrantor guard is an internal customer, for his/her armed service of watch certain(a) secures are non thieved from the enclose he/she benefits from the business by getting a months salary and as well as whitethorn get discounts from the business.CleanersThe pristines job is to take up sure that e reallything in the shop is light-headed and presentable. The cleaner benefits from this by getting a monthly salary and whitethorn get a discount on the crossings he/she steals from the business.Task 5In this proletariat I g o forth be explaining the meaning of immaterial customers. I result alike be giving examples of what an immaterial customer is.External customersAn external customer is an individual or business exterior of the company who receives ethicals or go from that particular company. For exampleBanksBanks are external customer because they benefit from the cash that is given by companies. They benefit from this bills because when the money is given to the bank the bank loans the money to opposite companies and make profits off of it e.g.(interest).SuppliersThe suppliers are external customers because they provide the products for the businesses and the businesses therefore buy the products from them. The suppliers make a profit from that money used to pay for the product which enables the people who lean with the supplier to get a salary.PeoplePeople are external because they buy products from the business and in government issue they get good service and quality products.Task 6Customers at Superdrug and their ineluctably and waitressationsIn this task I bequeath be identifying 4 types of customers I came across while working at Superdrug and what their ineluctably and expectations were.While on my work experience I came across a range of different customers such as* The elderly* Disabled* TeenagerI didnt come across the external customers who are* The cleaners* Bank* The charabanc* Insurance companyInternal customer needs at SuperdrugStore ManagerThe descent Manager needs to come to the enclose and buy product in-order for him/her to get paid. The charabanc too needs employees to come to work early in-order for the chime in to open if no-one comes in to work the business give stool to get c stick outd down and the manager leave behind lose his job. He/she also needs holi sidereal day entitlementSecurity guardThe aegis guard needs to get paid for his/her operate. Him/her also need to birth at least one lunch break and needs to be useful e. g. (watching out for thieves).External customer needs at SuperdrugBankThe bank needs Superdrug to displace more money into it that they take out so the bank roll in the hay make profits. The bank also needs the money to get into the bank on- sequence and ceaselessly earn some of that money in the bank.Insurance companyThe needs of the insurance company are for Superdrugs to pay them.ElderlyTo meet customer needs endureledge of the products are necessary. A surge of elderly customers come in to the livestock for the in-store pharmacy, the customers brings their prescription drug to the foresee and or they may ask you for something you allow have to get wind what they need so that the customer bay window purchase the product. The customers are also wish to be purchasing the product from a decent seemly price and have good quality.TeenagersSuperdrug attracts a lot of teenage customers because they like to buy a lot of hair products and perfumes. They need good time val ue for money as they dont work to get money themselves and quality products.Internal customer expectations at SuperdrugStore ManagerThe store Manager expects employees to come in every day and give good customer service and expects a permanent job. He/she also expects the employees to be civilised and pleasant to him/her, and expects the business to look after him/her e.g.(sick pay).Security guardThe security expects to be treated with look on by all module in the store, a lot of thieves come into the store everyday and if the security is to catch one of those thieves he/she expects to be praised and maybe get a pay rise for the hard work. For his/her service of making sure goods are non thieved from the store he/she expects to benefit from the business by getting a months salary and also may get discounts from the business.External customer expectations at SuperdrugBankThe bank expects Superdrug to pay their money on time and use they right forms. They also expect the money to c ome in regularly.Insurance companyThe Insurance Company expect Superdrug to pay their money on time every month and non make fictitious claims because this entrust make the insurance company lose out on money. They also expect Superdrug to fill the form out correctly when turn over for that particular company.ElderlyElderly customers expect to be treated with respect and when asking for a prescription they expect round to be elegant and the prescription to be dealt with quickly and efficiently. Elderly customers also expect to have easy access around the store.TeenagersTeenagers expect good customer service from employees. They also expect the products to be of good quality and value for money. They also expect for the product that they want is always available.Task 7Customers expectations at Superdrug are quiet gamey and are always increasing. While on my work experience I came across some(prenominal) different types of customer, below are expert a few examples of customer s I came across in the business and what their needs and expectation were.Task 8Why you have to present yourself enamorly and direct your work field of honor before customers arrive in Superdrug.In this task I will be explaining why it is burning(prenominal) that round present themselves appropriately and prepare their work empyrean before customers arrive.In Superdrug the majority of customers are processs of the public, the appearance of both the faculty and the premises are very meaning(a). It is great in a retail business that provide pays attention to their appearance because customers expect you to be quick-wittedly refined, and also to be cash advanceable this includes having good hygiene.It is all- authorized(a) that I had a validating attitude towards customers so that they may tint welcome to return back to the store and buy products. Knowledge of products and serve is also very fundamental because customers wont always know virtually the product so th ey would seek advice from module.In Superdrug it is valuable that the work battlefield is clean and powerful before customers arrive to provide a pleasant and sufficient surroundings to give the printing process to the customers that the store is well looked after. It is important that equipment is easily amicable to those who need to use it. For example the tills would be turned on and appropriate amount of cash put in, and televisions publicizing certain products so that customers can buy them. The work tops will also be cleaned before customers arrive.It is also important to withstand store safe for customers at all times this can be make by making sure that the till area is always orderly and making sure the base on ballsing areas no obstructions such as boxes and bendable wrappers left from staff stacking items. There would also be security staff protecting the store.Task 9How Superdrug staff prepare themselves and their work area for customer serviceIn this task I will be describing how staff in Superdrug prepares themselves and their work area for customer service.Staff arbitrary attitudeWhile on my work experience I had positive attitude when dealing with customers and was enthusiastic about the products I was selling. It is also important that I was polite and understood the customers needs so that the customer will be happy to buy the product I was describing to them.Personal presentationIn Superdrug it was expected of me to be professionally presented. The customers will have certain expectations including being approached by staff that is clean, smartly dressed and has good personal hygiene.Dress codeI was instructed by the manager to arrive at the Superdrug wearing a smart black blouse with smart black trouser and black shoes (no trainers). It is also expected of me to have clean hair and brushed teeth so my breath does not smell while talking to customers.PostureIt was important that I had good posture which means standing up straight and looking assured so that you look approachable by customers. If I did not have a good posture for example slouching with my hands in my release customers may cipher I cant be b other(prenominal)ed and I dont attention about my job, therefore customers will not facial expression at ease approaching me.Personal infiniteIt is important that when I was talking to a customer face to face that I was to stand at least arms length away from them. stand closer than the recommended length is invading that customers personal space and they may feel uncomfortable. Standing further away from the customer may give them the impressions that you are either s taked or you dont have time for them.First impressionsFirst impression of a business is very important. If a shop is first opening and the shop corners olfactory perception is dirty and staff looks scruffy, the customers may think the business is not take place properly and may not get the chance to see the products. The custome rs will see the dirt and poor appearance of the staff and will expect the product to be poor quality.Knowledge of products and runCustomers expect staff to know about the products and services that the retail outlet provides. It is important that staff familiarise themselves with the layout of the shop al-Qaida, this will enable staff to provide schooling regarding products (e.g. product whereabouts).While on my work experience at Superdrugs it was needed of me to have knowledge of the class I was working in and also know other sections around the store, I was given a cruise of paper showing everything that was in the store and where they were. By the end of the day I knew where every thing was on the shop floor, when customers approached me asking where a particular item was, I was able to tell them straight away. It helped to have the section I was given to work in because I had a lot of knowledge of those products as I am always buying those products myself.Organisations gu idelines and standards take for customer serviceIt is essential that Superdrug have a customer service policy that states the required standard for customer service. This ensures that employees know what to do when they are dealing with customers and will help them provide a luxuriously standard of customer care.TeamworkIt is important that staff are good at working as a team, this can improve your customer service skills as you would have to use the same skills in order to pretend a good relationship with your team workers. For example perceiveing skills, negotiation skills and assertiveness. Teamwork involves sharing ideas and working together, for example in Superdrug on the pharmacy counter processing customers prescriptions is customer service staff working with each other the till staff send prescription info to a calculator behind the scenes, the prescription is then processed and given to the customer.Work area withdraw equipmentIn Superdrug it is important that the wor k area is clean and tidy before customers arrive to provide a pleasant and sufficient environment to give the impression to the customers that the store is well looked after. It is important that equipment is easily accessible to those who need to use it. For example the tills would be turned on and appropriate amount of cash put in, and televisions advertising certain products so that customers can buy them.Safe and tidy work areaIt is important in that Superdrug keep the work area clean and tidy. I did this by making sure that I cleaned up my rubbish after stacking the shelves. If the store is not kept safe and tidy it could cause hazards and may result in customers injuring themselves. It is also important that the workplace is kept tidy because staff may respect it is easier to lose important documents.Efficient use of spaceIt is important that in Superdrug there is enough space for all types of customers to walk about with. For example mothers with buggies and disabled people in wheelchairs. It is also important that items displayed on the shelves are easy reach by customers of average height. Remember high shelves can make it hard for shorter people to reach. health and safetyBy law all employees/staff are required to take business of their own health and safety and that of other e.g. (customers). It is also important that when staff use equipment they clean up after themselves or put the equipment in its rightful place. For example, when stacking out items on the shelves make sure the boxes or the products swathe is not obstructing the aisles, this could cause a customer to trip and injure themselves. rouse safetyIt is important that staff follow the procedures of decamp safety. All members of staff should know what to do in an event of fire and where the equipment is, for example label fire exits, emergency evacuation procedures and fire extinguishers. While on my work experience on the first day I was shown all the closest fire exits and it was explained to me what I should do in an event of fire.There was a practice fire alarm and it was my job to make sure that all customers were safe and evacuated the structure immediately.AccidentIt is important that all staff in Superdrug no what to do in case of an accident to an employee or customer. If a customer or employee has been injured it is important that you notify an appropriate member of staff e.g. (manager, first aider). If the injury severe you should dial 999 and ask for an ambulance.Task10Health and Safety risks in the workplaceTask 11In this task I will identifying four possible hazards found in Superdrug. quatern possible hazards in SuperdrugPoor maintenanceSlips, trip and pin tumblers raise exitsSmokingTask 12In this task I will be identifying the potential hazards and risk in Superdrug. I will also be explaining how the hazards and risks could harm employees and customers.HazardsRisksPoor MaintenanceIf shelves are broken and not repaired quickly. A customer migh t want an item which is on a high shelf not sharp that is broken they will roll up the item and the products could fall on the customer which may cause an injury.If shelves are broken and not repaired quickly. An employee can be stacking the shelves not knowing the shelf is broken they will stack items on there and the shelves will collapse onto the person ca apply an injury.Slips, Trips and FallsIf the floor has just been cleaned and a hazard sign has not been put up. A customer could walk into the store not knowing the floor is wet, they would then walk in that wet area and slip and injure them self.If an employee has just finished their task of unpacking products and stacking them on the shelves and they leave the rubbish on the floor, another employee could walk by not knowing the rubbish is there, the could trip over rubbish and fall and injure themselves.Fire exitsIf the fire exits are not clearly designate for customers in an event of fire customers could be a great dange r.If employees leave their boxes and rubbish in front of the fire exits in an event of fire people wont be able to get out of the building and will then result in a lot of staff and customers getting injured.SmokingIt is important that customers do not take in the building because if they are to drop the cigarette on the floor without putting out, this could cause the building to set on fire and put a lot of lives in danger.If employees are to smoke in the building they at risk of injuring themselves and others around them, everyone around them will be eupnoeic in second hand smoke which could damage their body severely. The employee is also at risk of causing a fire and getting sacked.Task 15In this task I will be explaining the meaning of communication.The meaning of communicationCommunication is when people interact with each other and share information. For example, while on my work experience I listened to customers needs and what they had to say which is that they wanted to buy a 3 mobile, then I gave back the right information on products and services in order for them to buy the products they wanted.Task 16Why it is important to have good communication skillsIt is important to have a good level of communication skills because in the retail industry a monstrous proportion of the work is dealing with customers verbally. Customers expect retail staff to be helpful, polite and to be well presented. Retail staff are required to have a good level of spoken side of meat in order to understand customer needs and to be able to clearly provide information on request.Throughout my work experience I think I had very good communication skills towards customers I feel that I showed that I was enthusiastic about what I was doing. And there for customers would not hesitate to approach me. In the end it is important that the customers get what they want, the business then makes money and customers will be happy to return to the store.Task 17In this task I will be e xplaining 3 types of communication I came across when approaching staff in a businessVerbal communication angiotensin converting enzyme example of verbal communication that I came across as a customer was that when I asked a member of staff for a particular item they explain very clearly where the item was and they were very welcoming and politeNon-verbal communicationOne example of non-verbal communication that I came across was that when I tried to approach a member of staff in a store they didnt even make eye contact with me they just pointed to a section of the store.Body languageOne example of body language that I came across is that when I tried to ask a till get rid of for some information they just shrugged their shoulders with an angry face like I done something wrong.Task 18In this task I will be identifying six communication skills and why they are importantAppropriate spoken EnglishIt is important to have appropriate spoken English in Superdrug. While on my work experie nce it was important that I was polite to customers and that my language was clear and straightforward so that customers would fell comfortable buying the products and to return back to the store.Level and tone of voiceWhen discourse to customers it was important that I pay close attention to my level and tone of voice. For example, if my tone of voice is too loud the customer may think I am being angry towards them. The level of voice should be balanced, not too loud and not too quiet.WelcomingIn Superdrug it is important to be welcoming and friendly. For example, I welcomed every customer that came into the store and ask if they needed any help finding anything. This get ahead .customers to return to the store/ListeningIn Superdrug it was important that I know how to listen to customers. I made sure that I listened to the customers needs and what they wanted. I showed that I understood the customers and didnt interrupt them unnecessarily.AssistingIt is important to set up and g ive help to customers. While on my work experience I made sure I did this. For example, opening doors for customers with lots of bags, this will encourage customers to come back to the store. I also offered to get products from high shelves and if the customer was looking for a product that my store didnt sell I advised them on what others stores would sell the product.QuestioningQuestioning is very important in customer services in Superdrug. When customers first enter the store the first contact with them was in form of a question. For example, how can I help you Sir/Miss? or what are you looking for? Questioning helped me find out the needs of the customer. Which then gave me information on what they needed, to ask another question like, what is your budget for this item?.M3How can I provide good customer care and services?In this task I will be describing how I can provide consistent customer care and services.Good customer careIt is important in Superdrug that customers are we ll-off with the way they have been treated giving good customer care and loyalty will attract more customers to the store and keep Superdrug in business.Giving good customer care means being polite and helpful to customers. It is important that I listen carefully to customers and ask them questions so I get an understanding of what the customer wants so that I can get the right products for the customer. Having a positive attitude towards customers is mostly important because without a positive attitude customers will receive a contradict vibe and therefore will not feel comfortable with me dower them. For example, while on my work experience customers asked for products that were no sold at the Superdrug store, instead of saying we dont have that I recommended them to a store that might have it.It is important when providing customers with information that I am clear and accurate about the product and that I confirm that the customer understands the information I have supplied. I t is good to remember that when a customer enters the store, try and give customers more than they pay for.Good customer servicesWhen customers enter the store they should be assisted. In Superdrug every customer that entered the store was given information on the products that were sold there and the products features.It is important in Superdug to provide after sales care such as fall and guarantees. Communicating with customers is an essential part of customer service. This includes letting them know what services are available and making sure they are happy with the product I have sold to them.Good customer service in Superdrug attracts more customers and increases sales. It also improves the business reputation which means more customers just through recommendations. For example, two main factors that contribute to its business success are Superdrugs commitment to high standard of service and the expertise of its staff. To maintain these standards and keep staff up to date wit h new products Superdrug invests in training.D2The importance of providing good customer care and servicesImportance of good Customer service Customer service is the provision of care to customers from pre-service to after sales service. It may be face-to-face, over the telephone, written or via new technology using e-mail and the Internet. Superdrug use customer care to create an overall impression of an organisation that puts the needs of the customer first, to ensure quality and increase sales over competititors. Increasingly, Superdrug have customer services departments or customer services desks whose job is to ensure the efficient process of delivering customer care, including provision for those customers with particular(prenominal) needs. Superdrug produce literature, which outlines their Customer Care Policy or Charter this may include their policy on refunds, warranties, after sales service and how to make a complaint. Customer service is very important part of any busine ss organisation.BibliographyBTEC introduction business-published by Heinemann in 2005Heinemann Educational PublishersHalley Court, Jordan Hill, Oxford OX2 8EJISBN 978 0 435401 21 4John Ruskin college intranet siteSuperdrug452-456 Brixton Rd