Karim Sharaf Unit 2 LO1 - Understand customer needs and expectations by Karim Sharaf

1.1 Describe how to identify customer needs and expectations?

6055272_ — 2024-01-12 12:14:39 UTC

Verbally questioning customers is an extremely beneficial way of gaining feedback as it is easy and cost-less. Verbally question is also beneficial when you ask someone at the shop the experience is fresh in the customers brain so they can give the best advice possible.

Customer services allows you to prepare questions before and ask more questions and more specific question therefore you can have a variety of questions of more specific for your business.

Focus groups can be very beneficial for getting quick and personal feedback from multiple people in person specific to the age group etc that your business attracts

1.2 Describe why it is important to meet customer needs?

6055272_ — 2024-01-26 12:28:29 UTC

Customer service is extremely important for a business as it impacts there reputation. But this does not necessarily mean you need to go above and beyond to have a business with a good reputation, for example restaurants on the pier don't have extremely high levels of customer service but are still respected businesses. If you meet the needs of the customer the customer is more likely to be satisfied with their purchase this can lead to customers telling people about the business through word of mouth; This benefits the business because it allows them to gain more customers which will make them more money.

1.3 Outline ways to build positive working relationships with customer

6055272_ — 2024-03-22 10:29:20 UTC

In a working environment there are many ways to build a relationship but they generally all start off with just general kindness which can lead to friendly conversation or small gestures which may benefit the customer. These things are highly likely to lead a customer in wanting to come back more often as it makes the business come across to the customer as more friendly. You can use things such as there outfits or hairstyles etc to compliment them or create relatability. For example if i see a customer for the first time at the restaurant on the pier and i'm kind to them and i make small conversation the customer is more likely to come back as they feel that the restaurant is very welcoming. Then if i see the customer return again at the restaurant on the pier i may give them a small gesture such as a discount or a free portion of chips. Then if the customer has an issue with there food i would be very apologetic and make sure its sorted out quite quickly and be very kind towards the customer to make the customer feel special and again welcome.

1.4 Explain why it is important to manage customer expectations?

6055272_ — 2024-03-22 11:50:26 UTC

Managing customer expectations is extremely important in maintaining smoothly running business. When a customers expectations have been reached the customer will feel more satisfied leading to repeat purchases. Meeting customer expectation can be simple things such as alerting customers about issues such as in the scenario of the pier restaurant it could be things such as having the food up to standards with the restaurant/reputation of the restaurant. Managing customer expectations allows your restaurant to gain more customers through trust building which is where you constantly meet or go above the the customers expectation so they feel your business is reliable. Manging customer expectation also bring customer satisfaction which may lead to the customer bringing more people to your business.

1.5 Identify ways to manage customer expectations

6055272_ — 2024-03-22 12:02:59 UTC

You can manage the customers expectation through letting them know what to expect for example if i'm at the brighton pier ordering food and they apologise and let me know that my food is going to be a while due to an issue at the restaurant the customer will feel slightly reassured where as if you don't inform the customer the customer will assume the restaurant is always like this and has very low standards which leads the customer to think and speak badly on the restaurant. In terms of an airport they use screens to alert the customers of delays so they feel aware of what's happening with there plane in terms of when they'll arrive. In terms of digital issues company's use pop ups when you are logging in to alert you of changes made or problems, For example if you open a website that is temporarily down it will come up with a screen that apologise for the inconvenience.

Grades

2024-07-04 09:06:38 UTC

1.1 PASS ACHIEVED

1.2 PASS ACHIEVED

1.3 MERIT ACHIEVED

1.4 PASS ACHIEVED

1.5 MERIT ACHIEVED