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explain the value of customer service as a competitive tool

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explain the value of customer service as a competitive tool

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A way in which an organisation meets or beats the service offers of competitors
A way an organisation can create support and loyalty for its customers

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explain the process of mapping the customer journey and its importance in delivering effective service

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explain the process of mapping the customer journey and its importance in delivering effective service

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this is a way of gathering customer information to show customer interactions from walking into the store right round to walking out again
this is a popular method of showing how customer experiences the organisation from first impressions to aftercare

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Describe techniques used to identify service issues/failures

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Describe techniques used to identify service issues/failures

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Analyse complaints - gather as much information as possible when dealing with a customer complaint this will help to pinpoint exactly what went wrong and help you create a plan in order to resolve the matter

customer feedback is a popular method of learning how the customer felt during their experience from start to finish - many companies use anonymous feedback forms and offer rewards or prizes if completed.

Sales figures and returns:
Its all well and good having high sales figures but if your return rate is also high then youre not actualy selling anything. Items are usually returned due to the fact a customer is disatisfied with the product. Many companies now include feedback on their return forms with questions such as 'why are you returning this item'. this can help eliminate those customers who just picked up the wrong size by mistake - although this should not be ignored as this could be down to the fact that an item was hung on the wrong hanger and thus what appeared to be the correct size was not.

Mystery shoppers:
many companies use mystery shoppers to check cashier staff if they are ID'ing correctly or at all in some cases. They can also be used to buy everyday items and feeding back on their overall shopping experience ( how helpful were the staff etc)

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Explain the concept and importance of the service profit chain 

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Explain the concept and importance of the service profit chain 

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Concept:
a service profit chain establishes relationships between service, customer loyalty, customer satisfaction and profitability. Each link in the chain can affect the next e.g poor rate of customer satisfaction will lead to less customer loyalty which would lead to less customers which means less profitability.

Importance:
the chain can be used to learn how each part of the organisation will affect another area, you can then begin an action plan to reduce the affect certain areas have.
Identifying where you are going wrong and creating a plan to resolve.

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describe methods of measuring organisational effectiveness in the delivery of customer service. 

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describe methods of measuring organisational effectiveness in the delivery of customer service. 

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Performance review:
Reviewing performance can help to visualize what is going wrong - for example if you could look at KPI's and other targets to see if they are being achieved and then implement an action plan in order to achieve them if they are not.

KPI's: Key performance indicators help you too evaluate the success of an organisation.

Sales/Performance targets: Targets can be set in order to improve performance within a team.

Bench-marking:
Looking at other companies and monitoring their performance can help you to create a benchmark that you need to meet in order to succeed.

Anaylising data:
Looking at data collected from customer feedback can help you identify areas of the organisation that will require improvement in order to deliver a better customer experience.

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Explain the importance of a brand to customers and to an organisation

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Explain the importance of a brand to customers and to an organisation

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Brand:
A brand or brand image is the impression that an organisation will leave behind, It is kind of like a signature that you can use to recognize the work of a particular organisation.

It can be used to give customers an overall idea of how the service will be delivered and what the organisation stands for

Everything an organisation does will contribute to its brand including the way it advertises and displays products.

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Explain how branding can influence customers' perception of an organisation and its products or services

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Explain how branding can influence customers' perception of an organisation and its products or services

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branding will affect the way a customer views the organisation and affect their decision in buying products or using services.

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Explain the potential impact of good and bad customer service

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Explain the potential impact of good and bad customer service

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Good CS:
increase customer rentention
increase customer satisfaction
people will usually go and talk about a really good experience

Bad CS:
People will always talk about their negative experiences within an organisation
Decrease customer satisfaction
Decrease customer rentention

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Explain the features of different customer service models and customer service standards

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Explain the features of different customer service models and customer service standards

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Customer focused model:

Sales focused model:
Customer experience model:
Price/ convenience model

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Explain the relationship between customer service and operational areas of an organisation

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Explain the relationship between customer service and operational areas of an organisation

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Customer service and its delivery effects ares such as sales, marketing and finance.
Sales are affected because if there is a poor level of customer service then there is less chance of a customer making a purchase

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explain the relationship between customer service and continuous improvement processes

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explain the relationship between customer service and continuous improvement processes

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Customer service can affect an organisations ability to improve - if there is a poor level of customer service, it is likely there will be less sales, this will mean the business has low funds and could potentially find themselves in administration if the case is bad enough.

Improvement processes can include target setting, performance reviews and feedback analysis. If customer service levels are poor then it is likely there will be negative feedback to review which would not only take time away from implementing the necessary changes to improve but it also means when it comes to setting the targets you will need to start smaller if the problem is still continuing.

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Explain the costs and benefits of customer service to an organisation

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Explain the costs and benefits of customer service to an organisation

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Customer service can be a cost to the business because:

It will benefit a business because the higher the standard of its customer service the better experience customers will have with the organisation. meaning they are more likely to recommend to a friend or family member.

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Explain the impact of organisational values on how customers create their expectations

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Explain the impact of organisational values on how customers create their expectations

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Customers expectations from an organisation will usually be based somewhat around the values of the organisation.

If an organisation has respectable values then the customer will expect to be respected during the interaction with the company.

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Explain how organisational values impact of meeting customer expectations

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Explain how organisational values impact of meeting customer expectations

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An organisations values are a belief on how the organisation should be operated, they will most likley reflect the principles held by the business.

Principles of delivery and service should be upheld throughout the organisation

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Explain the implications of consumer-related legislation on customer service deliver

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Explain the implications of consumer-related legislation on customer service deliver

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Talk about implications of:

Consumer credit act 2006

This legislation covers the information consumers should be provided with before entering a credit agreement, the method of calculating APR% and procedures relating to default, early settlement and termination.

Misrepresentation act 1967

This act exists to protect consumers from false or fraudulent claims that induce to into buying something or entering a contract. You can also claim damages.

sale of goods act 1979 and 2002

In 2015 this legislation was replaced by the Consumer rights act.
Original legislation: All goods sold within the UK must match any sample you were shown and must be just as described by the seller.
The goods must also be of satisfactory quality and fit for purpose. Any defects must have been pointed out to you before or on day of purchase.
Consumer Rights Act:
This act protects you in almost all purchases you make. The goods should remain satisfactory quality, fit for purpose and as described.
If you have missed the 30 rejection period you have the right to give the retailer one opportunity to repair or replace the goods

Consumer protection act 1987

This act gives the customer the right to claim compensation against the producer of a defective product ONLY if it has caused death, damage or personal injury.

Trades descriptions act 1968

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Explain the implications of confidentiality and data protection legislation for the collection, storage and use of customer information

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Explain the implications of confidentiality and data protection legislation for the collection, storage and use of customer information

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data protection act 1998