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Verbal questioning- In a customer service environment it's important to asks customers questions to be able to help them properly.It's important to asks questions like 'Are you looking for a high-quality or cheap version' since this way you can help the customer ,the most accurate way and with more information at their disposal the more accurate the suggestion and the more likely hood of the customer being satisfied with their shopping and having a positive experience in the shop.

For example if one were to work in a bookshop and a customer were to come up and ask for a book recommendation the next questions could be asked to ensure the correct recommendation is given and the customer is satisfactory:'What's your favourite genre/book?' 'What genre would you like?' 'Preferred authors?'

Social Media Listening- Over the last few years social media platforms have become a part of everyday life and everyone uses at least some kind whether it's Instagram,yelp,twitter,Facebook or even TikTok. So it's important that businesses keep in touch and aware of them since through those websites and apps they can communicate with their customers for example if someone posted a bad review about an experience they head they can respond to the customer by saying something like 'We are so sorry for your experience and we've taken note of and will make sure it won't happen anymore. Social media is also a great way for businesses to find out what their customers want for example 'Eco-friendly bags' or more of a specific product they are selling.

Customer Surveys- These are great ways to get honest feedback from customers and they come in forms such as digital,in person or on paper. By using surveys businesses can see what needs to be improved,so what people complain the most about and want to see changed,as well as it's a way to track the progress of their shop like if they are getting worse or better in the eyes of the public.Some questions in surveys like these could involve :'1-5 how satisfactory was your last visit' 'Would you recommend our establishment for a friend in the future?' or even 'Did you find everything you were looking for?

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1.1 Well done Skyla you have described different methods that can be used to identify customer needs and expectations.  You have used some examples to support your work.

DP: Keep an eye on what you need to do to achieve the higher grades. Your examples could have been more detailed and related to Brighton Pier as per the brief.

1.1 Pass Achieved

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Negative- In a customer service environment it's important to meet the customers expectations and needs as it's the foundation of the business.If the customers aren't satisfied and have a bad experience in the store they will tell their friends and family members about the experience and to never go in again.They could also leave bad reviews online and what gets put online once can never been taken off which would affect the brand's reputation meaning less customers and eventually get closed down.

Positive- But as with everything else there are also positive sides.If the customers expectations and needs are met then they are more likely to come back,tell their friends and family as well as leave good online reviews for the the whole world to see ,bringing more customers in meaning more sales and more sales mean more money and a more stable foundation for the business to be able to stay open and even expand.

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1.2 Well done Skyla you have successfully described why it is important to meet customer needs and expectations.

IP: Keep an eye on what you need to do to achieve the higher grades. Your examples could have been more detailed and related to Brighton Pier as per the brief.

1.2 PASS ACHIEVED

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Remember customer names and chatting with regular customers- It's when engage with the customers through a conversation making them feel more comfortable and likely to come back.However if you learn the names of your regular customers it's going to give them illusion that you care and value them ,which is going to make them comeback since it's giving them a false sense of importance.

Respond to individual customer needs- By doing this the customers are going to be satisfied knowing that the establishment actually listens to them,which is going to make them trust the shop more and in result them coming back and being loyal more guaranteed.

Using loyalty card system- By using systems like the Clubcard from Tesco or the stamps from Costa ,it's going to make it more likely for people to comeback because they get discounts with the cards making items cheaper and for the stamps they get every 10th drink for free.This makes the buyers trust them more because they are getting discounted and free stuff in this inflated world where you have to pay even just to breath.

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Managing customer expectations may not always be easy but it's important to try and communicate between one another since this way the business knows what the people want and they know what can and cannot be done leading to a built of trust and understanding while the buyers don't feel mislead.

Due to the honesty and trust built between the 2 parties the establishment is going to earn a positive reputation for their customer service and care making the positive experience of the buyers likely, to be spread by them to their friends,family and acquaintances,meaning more people coming in and more income will be received.

Another reason why customer expectations needs to be managed is that it's going to be the result of (more) loyal customers since they feel heard and understood but also there is going to be a reduced amounts of complaints and refunds helping the business stand out from their competitors.

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There are different ways of managing customer expectations for different situations but one way to manage it would be to communicate differentiates or things that have changed.For example have signs up if the floor is slippery or send email blasts about new items, any updates about openings/ if the shop is going to be closed for momentarily for a specific reason.Another way is to always have a customer help desk available where they can go for any help and inquiries.

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PASS ACHIEVED

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PASS ACHIEVED

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PASS ACHIEVED