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1.1 Describe how to identify customer needs and expectations

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1.1 Describe how to identify customer needs and expectations

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.Donuts Shop located in the Brighton Pier

Verbally questioning customers involves asking them questions in spoken form to gather information, understand their needs, or address any issues they may have.

Furthermore given an example of a donuts shop on the Brighton Pier, firstly if the customers are confused of what donuts to get, the assistant could ask closed question that involves yes/no answer to. For example of an open question they could give is " Do you like more of a nuttier flavour". This will give the customer a hint of what they like. In general (Verbally Question Customers) involves basic questions that provide the assistance of the criteria of what customers like. This helps the Brighton Pier organisation of what donuts to sell. , it can provide insights

. Arcade games

Social Media listening involves monitoring and analysing online conversations,feedback, and mentions of a brand, product, or service on social media platforms. This can provide valuable insights into customer opinions trends, and market sentiment.

The Brighton Pier can use Social Media Listening about arcade games to gather feedback on popular games, understand customer preferences, and identify trends in gaming. This can help arcade owners/organisation of Brighton Pier make informed decisions bout which games to feature , how to improve the gaming experience, and how to engage with their target audience. Additionally it can provide insights into customers sentiment and help identify potential issues that need to be addressed. The assistance will ask many questions such as "have you enjoyed this game". This will give feedback and insights of what the game brings. The assistance could ask "What more games would you like to see in the Brighton Pier". This gives insights to the organisation of the Brighton Pier of what peoples games like.

.Roller coasters

Focus Groups are a qualitative research method used to gather insights and opinions from a diverse group of participants on a specific top.

Focus groups can be used by the organisation of Brighton Pier to gather feedback on roller coasters by inviting participants to try out the rides and provide their opinions and suggestions. Furthermore, the organisation of the Brighton Pier can get a group of people over the pier to try out their roller coasters. Additionally, the assistance could ask questions such as "How did you feel during the ride". This will give insights to the assistance to give them a hint of what was the positives of the rides. In general, the assistance could ask "was it safe". This is a normal question to ask as its based on roller coasters which could be dangerous. This will give more insights to the organisation of the Brighton Pier of what roller coasters to take out or what to add into the roller coasters to make it more safe. as well that, the organisation might not take all the feedback, for example, the customers could say "make it for fast". The organisation could think that a good idea but just cause the roller coasters is at the edge of the pier, it might not be good idea due to safety reasons. Finally, the assistance itself could as ask a question, such as "What roller coasters could we add in to make this part of the pier more filling". This gives not only the feedback but a suggestion of what to add. However, it's not always the case that the organisation might take that suggestion and make it into reality. Giving example of using the doughnut shops on the Brighton Pier. The service needs to use appropriate language and tone to the clients to make them feel satisfied and valued.

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1.1 Well done Sava you have described in detail different methods that can be used to identify customer needs and expectations. You have provided some good examples to support your observations. This is really good work.

1.1 MERIT ACHIEVED

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Unit 2 - Learning Outcome 1.2: Understand customer needs and expectations. 

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Unit 2 - Learning Outcome 1.2: Understand customer needs and expectations. 

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Impact organisation: Its elemental to achieve customer needs. If the organisation such as the doughnut shop linked to the Brighton Pier achieves the customer needs, it will impact them positively. The customer needs will impact the organisation by motivating their purchases and loyalty. Using this information to their advantage can help you to advertise their service and product offerings accordingly. Furthermore the basic outcomes of achieving customer needs is of course to bring money to the companies, spread the news about them by doing reviews and even provide insightful criticism. The consequences of not meeting the customer needs and how that impact negatively is significant. Given the example of the doughnut shop on the Brighton Pier, if the customer is not satisfied it will mean that the organisation will lose profit due to the review that the customer will give. Bad publicity for the organisation image are some of the negative consequences that can result from not full fulling clients needs. At the end of the day the impact on the organisation, the less people will come and view the place, the less profit of money will come to place meaning the organisation can't invest or pay their staff etc. Ultimately they will fall out of business.

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Great work Sava. You have addressed, in detail, the impacts of meeting customer needs, on an organisation and on the customer. You've highlighted the benefits of having helpful staff and ensuring they are satisfied and that not meeting needs may result in customers not returning. Well done.

1.2 MERIT ACHIEVED

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1.3 Outline ways/methods to build positive working relationships with customers

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1.3 Outline ways/methods to build positive working relationships with customers

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There are so many reasons why building relationships in business is important. It helps to build trust, increases your referrals, and helps to create repeat business. From a personal point of view, having solid business relationships also helps to reduce the stress surrounding your work environment. There is numerous ways to build a relationship between the staff and the customer. Many reasons which is active listening. Pay close attention to your customer needs, concerns and feedback. Show empathy and understanding by actively listening to their quarries and addressing them appropriately. The more you listen to them - the more they will value their relationship with you and the product and services you offer. People just want to be listened to.

Personilatizion: Treat each customer as an individual by personalizing your interactions. Use their names, reference previous conversations, and adapt your recommendations or solutions to their specific needs. Furthermore personalization often makes customers feel more valued, which inspires greater band loyalty.

Problem resolution: Handle customer complaints or issues promptly and effectively. Take ownership of problems, offer solutions, and follow up to ensure customer satisfaction. Turning a negative experience into a positive one can strengthen the relationship.

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1.4 Explain why it is important to manage customer expectations

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1.4 Explain why it is important to manage customer expectations

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It's absolute one of the objectives to manage customer expectations.

Customer satisfaction: When customers have realistic expectations about a product or service, they are more likely to be satisfied with their experience. By managing expectations, businesses can ensure that customers receive what they were promised, leading to higher levels of satisfaction and repeat business. Ultimately it Increases customer loyalty and brand awareness. Ideally, a newly satisfied customer doesn't just return in the future but also becomes a brand representative. The more a satisfied customer shops with you, the more they will advertise your product to their friends and family.

Trust and credibility: When businesses set clear and accurate expectations, they build trust and credibility with their customers. Customers appreciate honesty and transparency, and when businesses consistently meet or exceed expectations, they establish a reputation for reliability and honesty. Customers are more likely to stay loyal to brands that they trust, as trust engenders confidence in the quality and reliability of products or services offered. Brand credibility is built through the consistent delivery of promises, transparent communication, and ethical practices.

Effective communication: Managing customer expectations requires effective communication. By setting clear expectations, businesses can avoid misunderstandings and misinterpretations. This helps in establishing a common understanding between the business and the customer, leading to smoother interactions and fewer conflicts. Furthermore It ensures customers are kept informed, which allows the company to understand their clients' needs better so they can make more effective decisions.

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1.5 Identify ways to manage customer expectations

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1.5 Identify ways to manage customer expectations

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Accurate product or service descriptions: Provide accurate and detailed descriptions of your products or services, including their functionalities, specifications, and any potential limitations. This helps customers understand what they can expect and reduces the likelihood of misunderstandings.

Set realistic timelines: When providing estimates or timelines for delivery, installation, or completion of a service, ensure they are realistic and achievable. Avoid overpromising and under delivering, as this can lead to disappointment and dissatisfaction.

Manage customer inquiries and complaints promptly: Respond to customer inquiries, concerns, or complaints in a timely manner. Acknowledge their concerns, provide updates on progress, and offer realistic solutions or alternatives when necessary. Keeping customers informed helps manage their expectations throughout the process.