Understanding Customer Services Essay

All ought all employees should be involved in best customer service delivery possible there should be place for executive service leaders and managers within the organisation. A person who successfully creates a customer-focused culture would have a huge impact on business success through employee retention and customer loyalty.

4.2.1 The customer base of the organisation is mainly individuals, who buy products for lunches. Much of the revenue

Pricing o Customer service o Sales and distribution o Network Reliability o Customer Service o Capital Resources o Product and service development o Capacity and

Analyze the workplace information and data given in the case study complying with company’s ‘Customer Service Policy’ and relevant legislations in Australia. Make a report of your findings.

I have been asked to write a report that explains how the company seeks to deliver customer value and how it seeks to develop customer relationships using organisation of my choice. The organisation I have chosen is Waitrose.

Concern for Survival, Growth and Profitability - sustain a financially strong company, serve the "evolving" needs of the customers (P2)

WFM does not tend to do much external communication in outreach to new consumer, they typically tend to focus on their culture and outreach to their current consumer and hope it extends through word of mouth. The few communications I see are the circulars that a customer can pick up at the customer service booth or upon entry of the store; I have never seen or heard of WFM using direct mailing. Recently WFM released an updated app that gives customers access to electronic coupons since they do not mail circulars. Occasionally a commercial for WFM would come on the television, however this is a recent activity which I believe should do with their decline in profits and a way to better their brand integrity after the lawsuit. However, WFM

1. Explain customer profitability analysis 2. Describe differences in an organisation’s revenues and costs across customers purchasing the same product 3. Explain differences in customer level costs across customers 4. Describe the ways to calculate customer costs 5. Describe customer-response time and explain the reasons for and costs of delays 6. Explain the customer waiting time

Customer Service 1) An investigation has taken place into the customer service practices of Sainsbury Supermarket, the investigation will show the following, 2) · It will identify and describe the different types of customers and their needs, · It will identify and analyse the skills required in customer service. · How has sainsbury incorporated consumer protection into its customer service policy. · It will also describe how the organisation uses customer service to meet customer needs as well as strategic objectives.

Question Four: Consider this scenario. One of your colleagues has been having difficulty providing the customer service standards that are required in your organisation. You have observed this and have noted that this person is not making the number of sales they should make. What action do you think you might take to assist them to overcome difficulty in meeting customer service standards? PAGE 17

within the company, and 3) customer satisfaction. Through exploring these areas, I will relate it

Many companies continuously fail in customer service satisfaction for many reasons. As service failures are inevitable, it is important for companies, especially small businesses, to capitalize on learning the importance of reducing service failure. Just as the seed is the core of the fruit, customer service is the core of an organization; its meaning is the primary function for organizations to retain business and discover new ventures. Customer service is the primary source of business-to-customer communication and in many ways, handles company issues via phone, email or on site. Without customer service, it would be extremely difficult for organizations to operate or survive effectively.

Satisfied customers - If a customer likes the company, he or she will buy more products or services

There is a market opportunity for the improvement of customer service that will satisfy the customer resulting in revenue improvement. First employees must be trained learning skills in customer service having commitment and confidence in handling customers professionally. Customers will feel that they were treated as an individual and taken care of. It is through the direct experience of customer service with the employee and the customer, showing how important they are and what the company can deliver. Satisfying the needs by delivering what is valuable to the customers will drive them to purchase more products and services, achieving customer loyalty. Good customer service and care is the most essential method for improving customer loyalty. Building loyalty with 5% more customers would lead to an increased average profit per customer of between 25% and 100% (Carter 2014).

Approach – A detailed analysis was carried out to consider how the organisation has adopted a customer-oriented approach as their key strategy for improved business. This includes factors like increased loyalty of the customers,