Assignment 1 by Jo Ward https://padlet.com/joanneward/gyxgognt91hl You have secured a trainee manager apprenticeship at your local supermarket. Your supervisor has told you that they want to focus your time, initially, on the customer service that the supermarket provides so that by the end of your placement you have demonstrated that you can provide customer service to the level that they expect. en-us 2018-02-28 09:51:01 UTC 2018-03-01 12:12:44 UTC hello@padlet.com E. Meeting the expectations and satisfaction of customers.? joanneward https://padlet.com/joanneward/gyxgognt91hl/wish/236314315 2018-02-28 10:18:12 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236314315 D. Why should businesses adhere to relevant current legislation and regulations? joanneward https://padlet.com/joanneward/gyxgognt91hl/wish/236315043 2018-02-28 10:21:45 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236315043 C. How do these legislations and regulations impact on customer service? joanneward https://padlet.com/joanneward/gyxgognt91hl/wish/236315406 2018-02-28 10:23:00 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236315406 B. Methods used to improve customer service joanneward https://padlet.com/joanneward/gyxgognt91hl/wish/236315654 2018-02-28 10:23:58 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236315654 A. Benefits of improving customer service to stakeholders: the business, the customer and the employee joanneward https://padlet.com/joanneward/gyxgognt91hl/wish/236316108 2018-02-28 10:25:32 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236316108 mike will liam lf05095603 https://padlet.com/joanneward/gyxgognt91hl/wish/236323375 B)
Understand customer needs
The more you know about your customers, the more you are likely to understand customer needs and expectations.
Therefore, do a little research about your main customers, then give some thought as to how your product or service could better suit their needs. This will help the business find the right ways to meet customer aspirations and achieve outstanding customer service.
Seek and analyse customer feedback
Look for ways to find out what your customers think about the organisation. Be radical – invite them in to help you identify what you could be doing better.
Set and communicate clear standards
Set standards in terms of quality, accuracy, behavior, appearance and good customer service. Crucially, let staff know what you expect from them. Then ensure that the service is consistently good, in every location, from everyone, every day.
Invest in customer service training
The company could use a trainer who will get to know your business and who can support your business strategy and service standards. In addition, develop your own short internal customer service training sessions to raise the importance and get your employees involved.

]]> 2018-02-28 11:00:32 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236323375 Methods Using to Improve Customer Service - Matthan + Sullivan matthanccp https://padlet.com/joanneward/gyxgognt91hl/wish/236323441 - Surveys conducted by the business in order compile customer feedback.
- Focus on measuring customer satisfaction through online survey tools, or customer support systems such as Zendesk which helps businesses better their customer experiences by offering custom metrics, custom reports and flexible data visualizations which in turn, enable the business to make sense of customer data.  
- Monitor customer reviews. This can include responding to comments over social media platforms and reviews on sites such TripAdvisor, Trust Pilot, Glassdoor and Foursquare. Moreover, examining the feedback gives the additional benefit of allowing businesses to see why customers may be unsatisfied and the steps they can take to amend this.  
- Loyalty cards - these will reward the customers for returning to the business. This improves the business to customer relationship and builds customer loyalty. It also makes customers feel more a part of the organization meaning they are more likely to return in the future.   
- Ensure your employees retain a record of customers' prior interactions with your company so they can be more proactive when dealing with the same customers in the future. 
- Reward customers with coupons and complimentary goods in return for filling in questionnaires.
- If the business involves a card transaction, it is possible to embed a question into the payment process on the card reader. An example may include, "Please rate your your experience with us today,"
- Gently requesting customers to leave an online review in return for complimentary rewards. This is effective as it does not force the customer to leave a positive review but the complimentary reward would encourage this by leaving the customer with a positive impression of the business. 
- On certain products, usually consumables, businesses may offer the customers to leave online feedback. Usually if the customer is happy is with the product they will not leave feedback - this means the feedback gives insight into how the company can improve their product. 
- Rewards and loyalty schemes such as McDonald's Monopoly money. This shows the company what rewards consumers wan and encourages them to return to the business in the hopes of increasing their winning chances. 

]]> 2018-02-28 11:00:48 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236323441 Methods used to improve customer service: https://padlet.com/joanneward/gyxgognt91hl/wish/236323796  patience and consistency-know how to deal with any type of customer and deliver the same level of service every time.
Adaptability- willingness to learn and adapt to customer needs and demands is key to delivering outstanding customer service.
Clear communication- use positive language and convey to the customer exactly what you mean in a clear voice.
Work ethic- time management is crucial as all customers should be supported when using the service/ product and any problems should be resolved in the same way ensuring no customer gets more time and attention than others.
Knowledge- customers rely on the company's knowledge on the product, this helps to gain customer loyalty and invites the consumer to return for the product or service. customers appreciate honesty and your efforts to resolve their problems or find answers to their questions.

KLAUDIA QUESTION B ]]> 2018-02-28 11:02:20 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236323796 Methods used to improve customer service: ammon https://padlet.com/joanneward/gyxgognt91hl/wish/236324215 Let Customers Get to Know You 
Be Available
Offer Knowledge
Empathy, patience and consistency
Clear communication
Understand customer needs
Seek and analyse customer feedback
Delight your customers with WOW! moments

Your staff may have the skills and know-how to interact with your customers. But what organisational strategies can you employ to please customers? Practice proactive customer service by making your customers happy before they come to you with problems.

You want someone who'll stick around, because otherwise, Fromm cautions, "it will be almost impossible to keep up with the hiring challenge." But everyone should care about the product at hand: "Make sure that pet retailers like pets. It's not rocket science."]]> 2018-02-28 11:04:21 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236324215 A- Harry Pearce https://padlet.com/joanneward/gyxgognt91hl/wish/236324438 A broad spectrum of stakeholders has a direct impact on your core business, whether you like it or not. In today’s increasingly interconnected world, organizations that foster a deep level of connection with their stakeholders are more successful in shaping that impact to their greatest advantage. ]]> 2018-02-28 11:05:19 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236324438 Question E. Kris & Jack kt05133645 https://padlet.com/joanneward/gyxgognt91hl/wish/236324742 Gather information about as many of your customers as possible. Try to find out what your customers are buying, why they are buying and the frequency of their purchases. When trying to understand their needs, it may be useful to know details such as their lifestyle, occupation and interests. Include any potential customers who have made enquirers about your goods or service.
Each customer will have a different perception of what customer service means to them. If you want to provide good customer service, you should know the needs of the customer and how to fulfill those needs.]]> 2018-02-28 11:06:54 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236324742 Methods used to improve customer service - Jaymie & Aycan https://padlet.com/joanneward/gyxgognt91hl/wish/236325114 1. Knowledge about your business and products so that if a customer ask you about something then you know what your talking about. 

2. Adaptability, as every customer is different so you will have to change how you act with certain customers as everyone is different. 

3. Clear communication to the staff so that they know how to deal with certain situations with customers. Also making sure that when communicating with customers they can understand you while giving them any information they require. 

4. Empathy & patience, when talking to a customer and helping them with any problems as some may ask a lot of questions while others may not talk much so you will have to deal with them differently. 

5. Having a good work ethic so that if a customer comes to you with a problem you will help them the best you can and not spend too much time with one customer and leave others waiting. ]]> 2018-02-28 11:08:35 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236325114 Justyna,Beth,Irish jr05134757 https://padlet.com/joanneward/gyxgognt91hl/wish/236325209 B.Methods used to improve customer service:
Strengthen your customer service skills - empathy, patients, adaptability, clear communication, work ethic, knowledge
look at every touch point- ensure the right skills are being used at each touch point because even if only one fails it will still ruin the reputation 
improve your customer interactions- gain a common ground like a shared interest, active listening so that your customers feel like they have been heard, follow up after the problem is solved, admit mistakes and discover them before the customers do
Enhance your customer service strategy- be avaliable, get personal, cater to your customers
ensure that your representatives are engaged 
give your customers a way of giving feedback 

]]> 2018-02-28 11:08:59 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236325209 https://padlet.com/joanneward/gyxgognt91hl/wish/236325791 2018-02-28 11:11:32 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236325791 B (adam mckenna) https://padlet.com/joanneward/gyxgognt91hl/wish/236325880
  •  Schedule weekly meetings with the customer service staff.

    1. Create a check-box customer service questionnaire and leave one at every cash register.

    1. Chart for analyzing the responses that includes each of the categories.

    1. Collect the questionnaires weekly and plot that week's responses all on the same chart.

    1. Discuss the patterns plotted on the master chart with service personnel at the next weekly meeting.

    ]]>     2018-02-28 11:11:52 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236325880     https://padlet.com/joanneward/gyxgognt91hl/wish/236326209 2018-02-28 11:13:15 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236326209 E (adam mckenna) https://padlet.com/joanneward/gyxgognt91hl/wish/236326326
  • Listen to your customers by monitoring interactions. Ask questions such as: are these interactions related to the company’s goals and objectives.

    1. Capture all of your customer feedback channels. Apply the same quality standard that is used for calls to text-based interactions like email and chat.

    1. Ask your customer what they think.

    1. Use quality monitoring to help agents improve skills. Evaluate interactions to identify skills gaps, and provide individual learning opportunities where there are deficiencies.

    1. Measure your results and keep track of continuous feedback and evaluation to monitor and measure progress

    ]]>     2018-02-28 11:13:51 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236326326     Carla and Abi ah05123615 https://padlet.com/joanneward/gyxgognt91hl/wish/236326390 Improve customer service 
    • Be able to adapt to each customers attitude 
    • Be ready to learn new things 
    • Clear communication 
    • Good management skills and not spend to much time helping one person 
    • Customers always right
    • Learn more Knowledge about the service or product 
    • Listen to the customers 
    • Always act on complaints so that the business improves 
    • Empathy patience and consistency 
    • Understand customers needs 
    • Help customers best you can 

    ]]>     2018-02-28 11:14:10 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236326390     Meeting the expectations and satisfaction of customers.? https://padlet.com/joanneward/gyxgognt91hl/wish/236326432 meeting customer expectations and making sure they are satisfied with the service provided is important as it portrays the operations of the business. good customer service can increase profits as it will build customer loyalty and widen the customer base as they have a positive reputation and provide a good service. Not meeting expectations can leave a bad reputation on the business and damage the customer base as people may not want to visit or purchase anything from the company because of the service they received.
    RYAN QUESTION E ]]>     2018-02-28 11:14:22 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236326432     Justyna,Beth, Irish jr05134757 https://padlet.com/joanneward/gyxgognt91hl/wish/236327196 D. Why should businesses adhere to relevant current legalization and regulations?
    following state and local laws- necessary so you remain in compliance with the law
    keeping workers safe- from hurting themselves and also so that their information doesnt get spreaded around the workplace 
    projects a positive image to customers- impresses customers as they are abiding by the rules
    company credibility- gain a trust with the business and build up a positive reputation ]]>     2018-02-28 11:17:37 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236327196     Justyna, Beth, Irish jr05134757 https://padlet.com/joanneward/gyxgognt91hl/wish/236328869 E. Meeting the expectation and satisfaction of customers?
    - make your customers your priority
    - understand your customers' wants and needs
    -know your customers e.g. gather information about as many of you customers as possible.
    - set realistic expectations for consistency ]]>     2018-02-28 11:25:01 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236328869     E Aycan and Jaymie https://padlet.com/joanneward/gyxgognt91hl/wish/236329460 Making sure that customers expectations are met is important as if they are satisfied by the service then they are more likely to go back to the business, which will bring customers back so good customer service builds loyalty and means people are more likely to recommend the service which will bring in new customers. Not meeting the expectations of a customer can cause them to gain a bad reputation as if a customer has received bad customer service in the past they wont go back. ]]> 2018-02-28 11:26:58 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236329460 Carla & Abi cd05108462 https://padlet.com/joanneward/gyxgognt91hl/wish/236330365 Legislation can help protect customers, but excellent customer service requires sustained focus from organisations.]]> 2018-02-28 11:30:37 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236330365 Carla & Abi cd05108462 https://padlet.com/joanneward/gyxgognt91hl/wish/236330734 The benefits of customer service improvement are customer loyalty, customer referrals, increased customersatisfaction and increased revenue. Employees who can provide good customer service will help to retain customers and grow the business.]]> 2018-02-28 11:32:13 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236330734 Carla & Abi cd05108462 https://padlet.com/joanneward/gyxgognt91hl/wish/236331424
  • Customer service is important to reducing turnover. Employees who have to deal with unhappy customers are unlikely to enjoy their jobs for long and may leave to seek more hospitable working environments.

    • ]]>     2018-02-28 11:34:45 UTC https://padlet.com/joanneward/gyxgognt91hl/wish/236331424