Premium Essay

Unit 9 P6 Customer Service

Submitted By
Words 438
Pages 2
Customers service is key to a businesses success. Customers have to be able to interact with you if they need help or generally want to know something. You have to create a relationship with your customers in order to keep them coming back to you to purchase your products. A company can you many different channels to over customer service online to customers here are three.
1. Over a Online Chat. Online chats allows to talk to a company represented through the form of a chat instead of having to hang on the phone.
Example N26: https://n26.com/ During specific hours of the day they have a live chat funktion for you to make use of to get help if needed. I have actually used this service to get help with changing something.
Example Apple: https://getsupport.apple.com/?caller=cups&PRKEYS= …show more content…
This also means answering customer complaints and social media posts.
Example Morton's Steakhouse. There delivered a customer food to the airport after he tweeted them if they could meet him at the airport with food when he lands. When he arrived and he was greeted with the food and no bill. I think this is top level service and great publicity in terms of marketing. Example: Jet Blue customer complained on Twitter. A customer tweeted at Jet Blue that during his 4 hour flyed his TV wasn't working. Jet Blue was quick to respond and offered him credit back for a non working TV
It's important for customer service representatives of company to try to put themself in the shoes of the customer because that will be greatly appreciated by the customer like it did in the case above. 3. Have a Support Service Center Online. This means have a self help sections for frequently asked question for example. Give the customer the chance to figure it out themself before emailing chatting or calling your company.
Example: Coca Cola http://www.coca-colacompany.com/contact-us/faqs They have a

Similar Documents

Premium Essay

M.R Mohamed Abdi

...individual study time and research: 40 hours Outcome Content Learner activity Resources Assessment and PLTS LO1: Know the range of different businesses and their ownership Introduction to unit and the structure of the programme Introduction to LO1 Range of different businesses: local; national; international; global; public; private; not-for-profit/voluntary; sectors of business activity (primary, secondary and tertiary) Business purposes: supply of products or services; difference between profit and not-for profit organisations Set up file for new unit Reflective questions AS1 Business types and ownership, Task 1; as individual or pair activity SB activities: • Starter stimulus • Tony and Guy • Aresenal • VSO • Primary, secondary and tertiary businesses Sample assignment brief Task 1.1 for P1; learners should spend the session time and NS time on this activity SB activities: • Poundland AS1 Business types and ownership SB Sample assignment brief Task 1.1 Stretch and support Assessment P1 PLTS RL BTEC National Business © Pearson Education Ltd 2010. Copying permitted for purchasing institution only. This material is not copyright free. BTEC National Business Unit 1 The business environment Unit 1 The business environment Scheme of work 5 3 4 5 Content...

Words: 1775 - Pages: 8

Premium Essay

Business

... UNIT ASSIGNMENT | Unit Number | Unit Name | Credit value | 3 | Introduction to Marketing | 10 | Name of assignment | Marketing the Jacksonville Jaguars and Birmingham Children’s Hospital | Name of Assessor | Danny Pardoe/Mark Guy | Start date | Completion date | Duration of assignment | Task 1 & 2: 7/3/14Task 3: 10/4/14 | Task 1 & 2: 10/4/14Task 3: 16/5/14 | 5 weeks5 weeks | Review date (A grade and actions for improvement will be given and recorded at this point. You can upgrade your work at the unit upgrade date, as listed opposite) | Unit upgrade date (Formative feedback and grade will be given for the entire unit at this stage. You are able to upgrade this unit at this date) | 9/5/14 | 2/6/14 | Scenario/ Vocational context | You work for Marketing Mania a large marketing agency that consults for a variety of businesses on the marketing activities that they undertake in order to promote their products or services. Your marketing agency has a varied portfolio of clients and you have been given the task of consulting for two businesses, one that operates in the private sector (Jacksonville Jaguars) and one in the public or voluntary sector (Birmingham Children’s Hospital). You have been set a variety of tasks. | Learning Outcomes for Unit | LO1 Know the role of marketing in organisations | LO2 Be able to use marketing research and marketing planning | LO3 Understand how and why customer groups are targeted | ...

Words: 1031 - Pages: 5

Premium Essay

Unit1

...Year 12 BTEC Level 3 Subsidiary Diploma in Business BTEC Level 3 Diploma in Business Year 12 BTEC Level 3 Subsidiary Diploma in Business BTEC Level 3 Diploma in Business Unit 1- The Business Environment Unit 1- The Business Environment | Student name | ------------------------------------------------- Assessor name | | | Date issued | Completion date | Submitted on | 5th September 2013 | 29th November 2013 | 2nd December 2013 | Qualification | Unit number and title (Credit Value) | BTEC Level 3 Subsidiary Diploma in BusinessBTEC Level 3 Diploma in Business | Unit 1- The Business Environment Credit Value- 10 | | | Assignment title | | The aim of this unit is to give learners the fundamental knowledge of a range of business organisations, and the many factors that shape the nature of organisations operating in an increasingly complex business world. | | Assignment title | | The purpose of this assignment is to: 1. Know the range of different businesses and their ownership 2. Understand how businesses are organised to achieve their purposes 3. Know the impact of the economic environment on businesses 4. Know how political, legal and social factors impact on business. | ScenarioYou work for the Chamber of Commerce as a Business Adviser and have been asked to visit businesses in the local area to outline to them the variety of businesses which exist and to explain to them the factors which...

Words: 2740 - Pages: 11

Premium Essay

Unit 39 - International Business

...Unit 39 – International Business Scenario You are employed by the local Business Development Agency and have been asked to independently research international business in relation to an international case study business of your choice. From your research you are required to put together a research report document which can be used to assist businesses who are considering trading internationally. Your work should be a result of your own independent research and contain references throughout and a bibliography. Your research should follow the guidelines set and give your own supported judgement where indicated. Learning Outcomes 1. Understand the international business environment 2. Know how cultural differences affect international business 3. Know how international business is financially supported 4. Understand the strategies used by international business Task 1 – covers P1 – Hand in date 11/4/2014 P1 – Explain the international environment in which a selected organisation operates in 1. Choose a business which operates internationally, it is suggested that you use one from the following list as they make good international case studies. You may chose an alternative that is not on the list but you must get prior agreement with your tutor. Aviva Dyson Burberry M&S JCB Barclays Britvic Tesco JLR Cadbury GSK Costa Premier Foods B&Q Ikea 2. Write a 400 word background introduction on the company and...

Words: 1099 - Pages: 5

Premium Essay

Sugar

...Unit 3: Introduction to Marketing Unit code: Y/502/5411 QCF Level 3: BTEC National Credit value: 10 Guided learning hours: 60 Aim and purpose The aim and purpose of this unit is to give learners an understanding of how marketing, research and planning and the marketing mix are used by all organisations. Unit introduction Marketing is at the heart of every organisation’s activity. Its importance is also growing in the non-commercial, public and voluntary sectors. Also, at the heart of marketing is the customer. This unit will introduce learners to some of the tools and techniques all types of organisations use to achieve their objectives. Firstly, learners will explore how different types of organisations use marketing principles to meet the needs of their customers and achieve their objectives. The constraints under which organisations operate are important and learners will study the legal requirements and voluntary codes that affect marketing. Learners will then go on to investigate how organisations collect data through market research and turn it into useful information which can be analysed and used to plan their marketing activities. The segmentation and targeting of groups of customers is a key marketing technique and this is studied in detail. This includes the different bases for segmentation of both consumer and business markets. Next, learners will examine how a marketing mix is developed to meet the needs and aspirations of...

Words: 4051 - Pages: 17

Free Essay

Feasive

...WAFFLES AND PANCAKES A Feasibility Study Presented to The Faculty of College of Industrial Technology University of Rizal System Morong, Rizal In Partial Fulfilment of The Requirement for the Degree Bachelor of Technology Major in Hotel and Restaurant Management MA. ANGELIKA L. SEVERINO October 2015 CHAPTER 1 PROJECT BACKGROUND AND HISTORY Introduction The phenomenal success of Waffle Time and Pancake Houses has opened the door for many entrepreneurs in the Philippines to start their own businesses. Everyone else wants to learn these companies' trade secrets. However, the success of the business does not lie on the recipe itself. It's a combination of marketing strategy, good location, quality product and service, and branding. We need this project because many of Filipinos are hooked up by this waffles and pancakes. And with so many all-day breakfast restaurants popping up, it’s never been easier to eat breakfast food at any time of the day or if you’re a breakfast addict, for every meal. It’s not molecular gastronomy, but waffle can be a bit tricky. It can be mean different things to different people, for one thing. While it was the ancient Greeks who originally started cooking flat cakes between hot metal plates, it wasn’t until the 13th Century that they started being stamped with various designs. The Dutch were the ones who started calling them waffles and today, there are several different Belgium alone.  Pancakes have a long history, dated back to the times of Ancient...

Words: 4685 - Pages: 19

Premium Essay

Marketing Map

...Increased Shareholder Value Diversify Revenue Streams Predictable Profitability “Customer Intimacy” “eBusiness Solution Leadership” Flexible, Innovative Solutions One Stop Accountability Deliver Comprehensive Solutions “Operational Excellence” Consistently Meets Expectations Customer Perspective Lifelong Advisor Proactively Deliver Value Easy to do business with Internal Perspective Build Lifelong Relationships Capture and Leverage Knowledge Solutions Grow InterEnterprise Solutions Improve Resource Allocation WellManaged Leverage 3rd Party Relationships Provide Integrated Business Processes Effective Solution Processes Effective Cost Management MARKET SEGMENTATION MODEL Learning & Growth Perspective Relationship Management Skills Solution Management Skills Operational Management Skills Successful Career Planning Accountability Industry Expertise Knowledge Management Entrepreneurial/Innovative Leverage Solutions Identify, Attract, & Retain Skilled Employees  2 ©2010 Palladium Group, Inc. Healthcare Strategy Map “Maximize the Quality of Life and Dignity of Older Adults” Increase Shareholder Value Financial Create Cash Flow Grow Revenue Create EBITDAR Manage Expenses Customer Trust Choice Consistency Pay For Service “Customer Satisfaction Through...” Business Process “…Quality Service” Excel at Quality Resident Healthcare “Operational Efficiency” Optimize Rate and...

Words: 1122 - Pages: 5

Premium Essay

Case Study

...Increased Shareholder Value Diversify Revenue Streams Predictable Profitability “Customer Intimacy” “eBusiness Solution Leadership” Flexible, Innovative Solutions One Stop Accountability Deliver Comprehensive Solutions “Operational Excellence” Consistently Meets Expectations Customer Perspective Lifelong Advisor Proactively Deliver Value Easy to do business with Internal Perspective Build Lifelong Relationships Capture and Leverage Knowledge Solutions Grow InterEnterprise Solutions Improve Resource Allocation WellManaged Leverage 3rd Party Relationships Provide Integrated Business Processes Effective Solution Processes Effective Cost Management MARKET SEGMENTATION MODEL Learning & Growth Perspective Relationship Management Skills Solution Management Skills Operational Management Skills Successful Career Planning Accountability Industry Expertise Knowledge Management Entrepreneurial/Innovative Leverage Solutions Identify, Attract, & Retain Skilled Employees  2 ©2010 Palladium Group, Inc. Healthcare Strategy Map “Maximize the Quality of Life and Dignity of Older Adults” Increase Shareholder Value Financial Create Cash Flow Grow Revenue Create EBITDAR Manage Expenses Customer Trust Choice Consistency Pay For Service “Customer Satisfaction Through...” Business Process “…Quality Service” Excel at Quality Resident Healthcare “Operational Efficiency” Optimize Rate and...

Words: 1122 - Pages: 5

Premium Essay

Btec

...Unit 4: Unit code: QCF Level 3: Credit value: Business Communication H/502/5413 BTEC National 10 Guided learning hours: 60 Aim and purpose The aim of this unit is to show learners that the collection and management of business information, and the successful communication of that information throughout a business, is critical for the future prosperity of the organisation. Unit introduction A business needs accurate and relevant information from internal and external sources in order to operate profitably. Proper collection of data creates an environment where informed decisions can be taken for the benefit of the business. In order to manage information effectively, there must be good communication systems within the organisation. Staff must possess good verbal and written skills in order to communicate and share information Business information can be used to obtain competitive advantage and promote efficiency. Organisations generate information internally, recording details of products manufactured, purchased and sold, and their associated costs. Businesses use information to manage not only what is currently happening in the organisation but also to plan for the future and ensure their survival. Information is collected, stored, manipulated, analysed and reported to those who need to use it. People need to become skilled manipulators and users of information to ensure organisations become more efficient and succeed in achieving their stated purposes. Since the...

Words: 3972 - Pages: 16

Premium Essay

Strategic Supply Chain Management

...Introduction The aims of this assignment are to measure the outcome of students’ learning in terms of knowledge acquired, understanding developed and skills or abilities gained in relation to the achievement of the learning outcomes. Learners are expected to use their acquired knowledge to prepare a business report of not less than 3,500 words, clarity of ideas and presentation would attract extra marks as well as use of own initiative and real and imaginative scenarios to demonstrate understanding of the course. COURSE WORK- PROCTER & GAMBLE Zeroing in on the first moment of truth Procter & Gamble, a world leader in consumer packaged goods, sells nearly 300 brands in more than 160 countries. It has sales of $40 billion a year and 130 manufacturing sites around the world. P&G measures consumer satisfaction at two levels, which it calls the two “moments of truth.” The first moment of truth occurs when the consumer reaches the shelf and finds that the desired product is, or is not, available. This is a critical moment, because if the product is not immediately available, the consumer usually moves on to buy a rival product. The second moment of truth depends on the buyer’s satisfaction when consuming the product. This, too, has a crucial impact on consumer loyalty, but is beyond the scope of this case study. Detailed consumer surveys in July 2000 told P&G that in 55% of cases (75% for promotional items), consumers were not satisfied when they looked...

Words: 2587 - Pages: 11

Premium Essay

Intermediate Accounting

...BE 1-3 2. The economic entity assumption BE 1-4 1.The matching principle BE 1-5 3. Disagree, matching principle E1-1 Req. 1, Net operating cash flow, Yr. 2, $50,000 Req. 2, Net income, Year 1, $25,000 E1-2 Req. 1, Net income, Year 2, $190,000 E1-5 3. Auditors E1-6 5. Comprehensive income E1-7 8. f E1-8 4. Timeliness E1-9 7. b E1-10 6. The going concern assumption E1-11 2. The periodicity assumption E1-12 1. Disagree, Monetary unit assumption E1-13 4. Agree, Matching principle E1-14 3. g. Matching principle Chapter 2 BE 2-1 4. –180,000, accounts receivable BE 2-2 2. Dr. Salaries expense, $40,000 BE 2-3 Accounts payable balance, $42,000 BE 2-4 2. Dr. Note receivable, $10,000 BE 2-5 1. Dr. Insurance expense, $3,000 BE 2-7 2. Cr. Prepaid advertising, $1,000 BE 2-9 Total operating expenses, $107,000 BE 2-10 Total assets, $91,000 BE 2-11 Cr. Retained earnings, $35,000 BE 2-12 Net income, $143,000 E2-1 6. + $6,000, Prepaid insurance E2-2 3. Dr. Inventory, $90,000 E2-3 Total debits, $471,000 E2-4 2. Cr. Cash, $40,000 E2-5 6. b E2-6 9. I E2-8 4. Dr. Interest expense, $4,000 E2-9 6. Cr. Supplies, $5,250 E2-11 Net income, $101,000 E2-12 Cr. Retained earnings, $177,000 E2-13 Cr. Retained earnings, $66,000 E2-14 Req. 3, Accrued wages, $15,000 E2-15 Req. 1, Nov. 1, Dr. Note receivable, $6,000 E2-16 Adjusted net income, $33,150 E2-17 Net income, $62,000 E2-19 Total operating expenses, $251,500 Total current assets...

Words: 7295 - Pages: 30

Premium Essay

Intermediate Acounting

...principle BE 1-5 3. Economic entity assumption BE 1-6 3. Disagree, Matching principle E1-1 Req. 1, Net operating cash flow, Yr. 2, $50,000 Req. 2, Net income, Year 1, $25,000 E1-2 Req. 1, Net income, Year 2, $190,000 E1-3 2. a, d, and g E1-4 3.f E1-5 3. Auditors E1-6 5. Comprehensive income E1-7 8. f E1-8 4. Timeliness E1-9 7. b E1-10 6. The going concern assumption E1-11 2. The periodicity assumption E1-12 1. Disagree, Monetary unit assumption E1-13 4. Agree, Matching principle E1-14 3. g. Matching principle Chapter 2 BE 2-1 4. –180,000, accounts receivable BE 2-2 2. Dr. Salaries expense, $40,000 BE 2-3 Accounts payable balance, $42,000 BE 2-4 2. Dr. Note receivable, $10,000 BE 2-5 1. Dr. Insurance expense, $3,000 BE 2-7 2. Cr. Prepaid advertising, $1,000 BE 2-9 Total operating expenses, $107,000 BE 2-10 Total assets, $91,000 BE 2-11 Cr. Retained earnings, $35,000 BE 2-12 Net income, $143,000 E2-1 6. + $6,000, Prepaid insurance E2-2 3. Dr. Inventory, $90,000 E2-3 Total debits, $471,000 E2-4 2. Cr. Cash, $40,000 E2-5 6. b E2-6 9. I E2-8 5. Dr. Interest expense, $4,000 E2-9 6. Cr. Supplies, $5,250 E2-11 Net income, $101,000; Total liabilities and shareholders’ equity, $711,000 E2-12 Cr. Retained earnings, $177,000 E2-13 Cr. Retained earnings, $66,000 E2-14 Req. 3, Accrued wages, $15,000 E2-15 Req. 1, Nov. 1, Dr. Note receivable, $6,000 E2-16 Adjusted net income, $33,150 E2-17 Net income, $62,000 E2-18 Total...

Words: 6851 - Pages: 28

Premium Essay

Whatever

........................................................................................................ E6–2. Sales revenue ($3,000 + $9,000 +$4,000) ................................................................. Less: Sales discounts ($9,000 collected from S x 3%) .......................................... Less: Credit card discounts ($3,000 from R x 2%) ................................................ Net sales .................................................................................................................... E6–3. Sales revenue ($5,500 + $400 + $9,000) ................................................................... 1 Less: Sales returns and allowances ( /10 x $9,000 from D) ........................................ 9 Less: Sales discounts ( /10 x $9,000 from D x 3%) ..................................................... Less: Credit card discounts ($400 from C x 2%) ........................................................ • Net sales ...................................................................................................... E6–4. Cost of Transaction July 12 July 15 July 20 July 21 E6–5. Req. 1 Net Sales + 297 + 5,000 – 150 – 1,000 Goods Sold + 175 + 2,500 NE – 600 $2,000 17 $1,983 $16,000 270 60 $15,670 $14,900 900 243 8 $13,749 Gross Profit + 122 + 2,500 – 150 – 400 (Amount saved ÷ Amount paid) = Interest rate for 40 days. (3% ÷ 97%) = 3.09% for 40 days. Interest rate for 40 days x (365 days ÷ 40 days) = Annual interest rate 3.09% x...

Words: 26089 - Pages: 105

Premium Essay

Glowchams

........................3 D1.Influence of stakeholders…………...………………………………………………..…...5 Assignment I- Task 2 P3, P4. Describe how two businesses are organized, and how the structure helps the businesses in fulfilling their purpose……………………………………………………….....5 Assignment II- Task 1 P5, M2. Two contrasting environments influence on business, and their challenges................8 P6, M3. Political, Legal, Social factors and challenges that affect the two businesses ...….....8 D2 Changes in political, legal, social, and economic factors may impact on organization strategy……………………………………………………………………………………......9 Bibliography............................................................................................................................11 Executive Summary: The business environment is a mix of all the internal and external factors that have influence on the business. All the factors that are under the control of the business do not form part of business environment. Some of the examples of these factors affecting business operations are customers, suppliers, competitors, industry trends, cultural and social factors, government activities, laws etc. It is all about the environment in which business operates. In this study, we have considered two different companies from different industries. Those are: IBM and GM Motors. These companies have been accessed in different economic environments on the basis...

Words: 3832 - Pages: 16

Premium Essay

Finance

...P6-38 (30 minutes) a. Best Buy (a retailer) reports a much higher receivables turnover rate than does the manufacturer, Caterpillar. The likely reason for this is that retail sales are usually via cash, check, or credit cards (which are like cash for the retailers). Recall that the turnover ratio includes credit sales, but, because most firms do not report credit sales, we are forced to use total sales when we calculate the turnover ratio. Using total sales instead of credit sales overstates the turnover ratio. Manufacturers, on the other hand, usually sell to retailers on credit and the accounts are not collected for a much longer period of time. CAT has a finance subsidiary that provides loan and lease financing. The longer term of these receivables reduces turnover rates. Walmart, on the other hand, is primarily cash-and-carry, hence its high turnover rate for accounts receivable. b. Dell’s relatively higher inventory turnover rate, compared with Caterpillar, most likely reflects the fact that Dell builds to order, not in anticipation of demand. That is, raw materials are not acquired until needed in the production process and components are built by sub-contractors. Both of these techniques reduce the amount of work-in-process inventories that Dell must carry. In addition, Dell does not generally inventory finished products since production commences once the order is placed by its customers. CAT, on the other hand, builds a relatively smaller...

Words: 5197 - Pages: 21