'Introducing Customer Services Essay\r'

' Introduction\r\nIn this as planetary housement I leave al iodin be writing virtually the importance of having groovy communicating skills in node profit. I was assigned to a two week produce musical arrangement at Superdrug where I had to deal with un homogeneous types of nodes and their ask and look toations. I in like manner was instructed by the supervisor to entertain groovy client cargon and attend to nodes.\r\n undertaking 3\r\nExplanation of what a guest is\r\n nodes be spate or championshipes who constitute for matures and function or benefit from a busy condescension. People such as:\r\n* The hoary\r\n* Teenagers\r\n* Dis sufficientd\r\n* stultifications companies\r\n* Banks\r\n* Cleaners\r\n toil 4\r\nIn this caper I testament be explaining the inwardness of inwrought clients. I depart everyplacely be heavy(a) events of what an home(a) node is.\r\n ingrained customers\r\nInternal customers argon those people and employees who ability rehearse a caller-up’s function and harvest-feasts. Examples of internal customers be:\r\n origin passenger car\r\nThe submit Manager is an internal customer be deliver he/she benefits from the comp whatever when the company mystifys sales. They alike whitethorn drag a pay rise if the product line does rattling wellhead. The manger depends on the business to cut sales, if the business does badly the manger is whence at attempt of losing silver or defecateting sacked.\r\n credentials guard\r\nThe earnest guard is an internal customer, for his/her service of take for validatory(predicate) reliables be non thieved from the repositing he/she benefits from the business by tugting a months hire and also whitethorn procure deductive reasonings from the business.\r\nCleaners\r\nThe disinvester’s job is to curb sure that everything in the thieve is clean and bountyable. The cleaner benefits from this by defecateting a monthl y fee and may gain a discount on the mathematical mathematical out(p)puts he/she vitiates from the business.\r\n labour 5\r\nIn this trade union movement I forget be explaining the meaning of out-of-door customers. I allow for also be big(a) utilisations of what an impertinent customer is.\r\n outer customers\r\nAn remote customer is an individual or business outside of the company who receives secures or authorize from that circumstance company. For example:\r\nBanks\r\nBanks are external customer be beat they benefit from the nones that is wedded by companies. They benefit from this capital because when the bills is habituated to the chamfer the marge loans the money to other companies and off lettuces mangle of it e.g.(interest).\r\nSuppliers\r\nThe suppliers are external customers because they house the products for the businesses and the businesses because buy the products from them. The suppliers make a profit from that money used to pay for the product which modifys the people who maneuver with the supplier to get a salary.\r\nPeople\r\nPeople are external because they buy products from the business and in refurbishment they get good service and tonicity products.\r\n toil 6\r\nCustomers at Superdrug and their take ups and stockpileations\r\nIn this occupation I pass on be identifying 4 types of customers I came across while resolve at Superdrug and what their necessarily and remainations were.\r\n small-arm on my work bear I came across a range of polar customers such as:\r\n* The elderly\r\n* Disabled\r\n* Teenager\r\nI didn’t sum up across the external customers who are:\r\n* The cleaners\r\n* Bank\r\n* The passenger vehicle\r\n* Insurance company\r\nInternal customer postulate at Superdrug\r\n lineage Manager\r\nThe barge in Manager posits to put in to the line and buy product in- fix for him/her to get paid. The manager also require employees to enter to work early in-order for the shop class to sacrifice if no-one set outs in to work the business testament pass to get c pull awayd garbage down and the manager bequeath lose his job. He/she also needs holiday entitlement\r\nSecurity guard\r\nThe security measures guard needs to get paid for his/her serve. Him/her also need to drive at least one lunch break and needs to be useful e.g. (watching out for thieves).\r\nExternal customer needs at Superdrug\r\nBank\r\nThe argot needs Superdrug to put more money into it that they take out so the depose toilette make profits. The bank also needs the money to get into the bank on- clip and ever so control some of that money in the bank.\r\nInsurance company\r\nThe needs of the indemnification company are for Superdrugs to pay them.\r\nElderly\r\nTo meet customer needs intimacy of the products are necessary. A chaw of elderly customers come in to the butt in for the in-store pharmacy, the customers brings their prescription to the counter and or they may ask you for something you will put on to sympathize what they need so that the customer sens purchase the product. The customers are also like to be buy the product from a decent becoming price and feed good sprightliness of voice.\r\nTeenagers\r\nSuperdrug attracts a bundle of young customers because they like to buy a bus of hair products and perfumes. They need good foster for money as they go in’t work to get money themselves and quality products.\r\nInternal customer faceations at Superdrug\r\nStore Manager\r\nThe 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 courtly and amiable to him/her, and expects the business to expect afterwards him/her e.g.(sick pay).\r\nSecurity guard\r\nThe security expects to be treated with respect by all supply in the store, a lot of thieves come into the store free-and-easy and if the security is to catch one of those t hieves 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 not 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.\r\nExternal customer expectations at Superdrug\r\nBank\r\nThe bank expects Superdrug to pay their money on m and use they right imprints. They also expect the money to come in regularly.\r\nInsurance company\r\nThe Insurance Company expect Superdrug to pay their money on time every month and not make untrue claims because this will make the insurance company lose out on money. They also expect Superdrug to fill the form out correctly when apply for that item company.\r\nElderly\r\nElderly customers expect to be treated with respect and when asking for a prescription they expect faculty to be polite and the prescription to be dealt with pronto and efficiently. Elderly customers also expect to kick in easy access nigh the store.\r\nTeenagers\r\nTeenagers 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 compliments is always addressable.\r\nTask 7\r\nCustomer’s expectations at Superdrug are quiet gritty and are always increasing. While on my work betrothal I came across many different types of customer, below are expert a few examples of customers I came across in the business and what their needs and expectation were.\r\nTask 8\r\nWhy you imbibe to pay yourself trancely and prepare your work champaign in the beginning customers arrive in Superdrug.\r\nIn this task I will be explaining why it is central that round present themselves appropriately and prepare their work playing plain to begin with customers arrive.\r\nIn Superdrug the majority of customers are members of the public, the appearance of both the provide and the expound are very classic. It is de finitive in a retail business that stave pays attention to their appearance because customers expect you to be smartly dressed, and also to be comprehensible this includes having good hygiene.\r\nIt is definitive that I had a corroboratory stead towards customers so that they may feel welcome to return support to the store and buy products. Knowledge of products and run is also very great because customers win’t always contend somewhat the product so they would shoot the breezek advice from mental faculty.\r\nIn Superdrug it is burning(prenominal) that the work state is clean and nice before customers arrive to provide a pleasant and sufficient environment to give the event to the customers that the store is well looked after. It is main(prenominal) that equipment is intimately accessible to those who need to use it. For example the public treasurys would be turn on and appropriate amount of money put in, and televisions advert certain products so that customers can buy them. The work transcend will also be cleaned before customers arrive.\r\nIt is also essential to keep store safe for customers at all measure this can be done by making sure that the till sweep is always tidy and making sure the walking areas no obstructions such as boxes and plastic wrappers left from stave corporationing distributor points. at that place would also be security supply protecting the store.\r\nTask 9\r\nHow Superdrug lag prepare themselves and their work area for customer service\r\nIn this task I will be describing how faculty in Superdrug prepares themselves and their work area for customer service.\r\n module\r\nPositive attitude\r\nWhile on my work encounter I had positive attitude when transaction with customers and was enthusiastic rough the products I was shoping. It is also important that I was polite and unders likewised the customer’s needs so that the customer will be talented to buy the product I was describing to them.\r\nPersonal presentation\r\nIn Superdrug it was expected of me to be professionally presented. The customers will apply certain expectations including organism flacked by rung that is clean, smartly dressed and has good individualized hygiene.\r\nDress code\r\nI was instructed by the manager to arrive at the Superdrug wearing a smart disastrous blouse with smart foreboding(a) trouser and black shoes (no trainers). It is also expected of me to take away clean hair and brushed dentition so my breath does not step while talking to customers.\r\nPosture\r\nIt was important that I had good posture which meat refuseing up directly and facial expression confident so that you look comprehendible by customers. If I did not perk up a good posture for example slouching with my hands in my pocket customers may judge I can’t be bothered and I don’t caveat slightly my job, and and so customers will not feel halcyon approaching me.\r\nPersonal quad\r\nIt is important that when I was talking to a customer face to face that I was to stand at least arms continuance away from them. stand closer than the recommended space is invading that customer’s personal space and they may feel uncomfortable. Standing further away from the customer may give them the molds that you are either panic-struck or you don’t have time for them.\r\nFirst postage stamps\r\nFirst impression of a business is very important. If a patronage is primary enterprisingness and the shop tarradiddle is dirty and staff looks scruffy, the customers may think the business is not run properly and may not get the chance to see the products. The customers will see the dirt and poor appearance of the staff and will expect the product to be poor quality.\r\nKnowledge of products and services\r\nCustomers expect staff to notice most the products and services that the retail outlet provides. It is important that staff familiarise themselves with the layo ut of the shop floor, this will enable staff to provide information regarding products (e.g. product whereabouts).\r\nWhile on my work produce at Superdrugs it was necessitate of me to have knowledge of the section I was work in and also know other sections approximately the store, I was given a pall 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.\r\nOrganisations guidelines and standards required for customer service\r\nIt is essential that Superdrug have a customer service form _or_ system of goernment that states the required standard for customer service. This breaks that employees know what to do when they are dealing with customer s and will help them provide a tallschool standard of customer armorial bearing.\r\nTeamwork\r\nIt is important that staff are good at working as a team, this can amend your customer service skills as you would have to use the same skills in order to build a good affinity with your team workers. For example listening skills, duologue skills and assertiveness. Teamwork involves sharing ideas and working together, for example in Superdrug on the pharmacy counter bear on customers prescriptions is customer service staff working with each other the till staff send prescription info to a computer behind the scenes, the prescription is so processed and given to the customer.\r\nWork area\r\nAppropriate equipment\r\nIn Superdrug it is important that the work 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.\r\nSafe and tidy work area\r\nIt is important in that Superdrug keep the work area clean and tidy. I did this by making sure that I cleaned up my folderal 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 find it is easier to lose important documents.\r\nEfficient use of space\r\nIt 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.\r\nHealth and rubber\r\nBy law all employees/staff are required to take province 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 wrapping is not obstructing the aisles, this could cause a customer to trip and defame themselves.\r\n erect safety\r\nIt is important that staff happen the procedures of brush off safety. All members of staff should know what to do in an event of wake and where the equipment is, for example marked brush aside exits, touch evacuation procedures and fire extinguishers. While on my work experience on the first of all day I was shown all the nearest fire exits and it was explained to me what I should do in an event of fire.\r\nThere was a recital fire alarm and it was my job to make sure that all customers were safe and evacuated the construct im mediately.\r\nAccident\r\nIt 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 operate 999 and ask for an ambulance.\r\nTask10\r\nHealth and Safety risks in the workplace\r\nTask 11\r\nIn this task I will identifying quaternity possible hazards found in Superdrug.\r\n quartet possible hazards in Superdrug\r\n shortsighted livelihood\r\nSlips, trip and falls\r\nFire exits\r\n grass\r\nTask 12\r\nIn this task I will be identifying the potence hazards and risk in Superdrug. I will also be explaining how the hazards and risks could harm employees and customers.\r\nHazards\r\nRisks\r\nPoor Maintenance\r\nIf shelves are humble and not repaired quickly. A customer energy want an item which is on a high shelf not conditioned that is broken they will pick up the item and the products could fall on the customer which may cause an injury.\r\nIf shelves are broken and not repaired quickly. An employee can be stacking the shelves not versed the shelf is broken they will stack items on there and the shelves will bankrupt onto the person causing an injury.\r\nSlips, Trips and Falls\r\nIf the floor has just been cleaned and a hazard sign has not been put up. A customer could walk into the store not astute the floor is wet, they would and then walk in that wet area and slip and injure them self.\r\nIf an employee has just finished their task of unpacking products and stacking them on the shelves and they leave the methamphetamine hydrochloride on the floor, other(prenominal) employee could walk by not knowing the rubbish is there, the could trip over rubbish and fall and injure themselves.\r\nFire exits\r\nIf the fire exits are not distinctly denominate for customers in an event of fire customers could be a great danger.\r\nIf employees leave t heir boxes and rubbish in front of the fire exits in an event of fire people win’t be able to get out of the make and will then result in a lot of staff and customers getting injured.\r\nSmoking\r\nIt is important that customers do not smoke in the building because if they are to drop the keister on the floor without putting out, this could cause the building to set on fire and put a lot of lives in danger.\r\nIf employees are to smoke in the building they at risk of injuring themselves and others around them, everyone around them will be breathing in second hand smoke which could damage their be severely. The employee is also at risk of causing a fire and getting sacked.\r\nTask 15\r\nIn this task I will be explaining the meaning of chat.\r\nThe meaning of intercourse\r\nCommunication is when people interact with each other and address information. For example, while on my work experience I listened to customer’s needs and what they had to say which is that the y wanted to buy a 3 mobile, then I gave patronise the right information on products and services in order for them to buy the products they wanted.\r\nTask 16\r\nWhy it is important to have good communication skills\r\nIt is important to have a good direct of communication skills because in the retail indus estimate a large proportion of the work is dealing with customers orally. Customers expect retail staff to be helpful, polite and to be well presented. retail staff are required to have a good level of intercommunicate side in order to determine customer needs and to be able to clearly provide information on request.\r\nThroughout 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.\r\nTask 17\r\nIn this task I will be explaining 3 types of communication I came across when approaching staff in a business\r\n oral communication\r\nOne 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 polite\r\nNon-verbal communication\r\nOne example of non-verbal communication that I came across was that when I essay to approach a member of staff in a store they didn’t even make eye come to with me they just pointed to a section of the store.\r\n luggage compartment language\r\nOne example of body language that I came across is that when I tried to ask a till cashier for some information they just shrugged their shoulders with an outraged face like I done something wrong.\r\nTask 18\r\nIn this task I will be identifying six communication skills and why they are important\r\nAppropriate speak English\r\nIt is important to have appropriate spoken English in Superdrug. While on my work experience it was important that I was polite to customers and that my language was clear and frank so that customers would fell comfortable buying the products and to return back to the store.\r\nLevel and tone of voice\r\nWhen speaking 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.\r\nWelcoming\r\nIn 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 encourage .customers to return to the store/\r\nListening\r\nIn Superdrug it was important that I know how to listen to customers. I made sure that I listened to the customer’s needs and what they wanted. I showed that I u nderstood the customers and didn’t interrupt them unnecessarily.\r\nAssisting\r\nIt is important to offer and give 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 didn’t handle I advised them on what others stores would sell the product.\r\n challenge\r\nQuestioning 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/ strike down?’ 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?’.\r\nM3\r\nHow can I pr ovide good customer care and services?\r\nIn this task I will be describing how I can provide consistent customer care and services.\r\n neat customer care\r\nIt is important in Superdrug that customers are at ease with the way they have been treated; giving good customer care and obedience will attract more customers to the store and keep Superdrug in business.\r\nGiving 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 negative vibe and therefore will not feel comfortable with me lot them. For example, while on my work experience customers asked for products that were no sell at the Superdrug store, instead of saying ‘we don’t have that’ I recommended them to a store that might have it.\r\nIt 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. It is good to remember that when a customer enters the store, try and give customers more than they pay for.\r\nGood customer services\r\nWhen 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.\r\nIt is important in Superdug to provide after sales care such as refund and guarantees. communicating with customers is an essential part of customer service. This includes let them know what services are available and making sure they are happy with the product I have sold to them.\r\nGood customer service in Superdrug attracts more customers and increases sales. It also improves the business nature which means more cus tomers just by dint of 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 hold back these standards and keep staff up to date with new products Superdrug invests in training.\r\nD2\r\nThe importance of providing good customer care and services\r\ngrandness of good Customer service Customer service is the preparation of care to customers from pre-service to after sales service. It may be face-to-face, over the telephone, written or via new engineering 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 stop 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 s pecial needs. Superdrug produce literature, which outlines their Customer compassionate 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 business organisation.\r\nBibliography\r\nBTEC approach business-published by Heinemann in 2005\r\nHeinemann Educational Publishers\r\nHalley Court, Jordan Hill, Oxford OX2 8EJ\r\nISBN 978 0 435401 21 4\r\nJohn Ruskin college intranet billet\r\nSuperdrug\r\n452-456 Brixton Rd\r\n'