Unit two: Prepare to deliver excellent customer service
Added on 2021-06-05
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Customer ServiceUnit two: Prepare to deliver excellent customer service (M/503/0324)Unit 2 AssessmentAssessmentYou should use this file to complete your Assessment.·The first thing you need to do is save a copy of this document, either onto your computer or a USB drive·Then work through your Assessment, remembering to save your work regularly·When you’ve finished, print out a copy to keep for reference·Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessmentnumber.Please note that this Assessment document has 16 pages and is made up of 5 parts.Name: Irina VatamaniucPart 1 – Understanding the principles of customer serviceThis part will help you to evidence Learning Outcome 1: Understand the principles of customer service in an organisationLearning objectivePlace in Assessment1.Describe the organisation’s products and services Question 1a Page 11.Explain how customers are made aware of the organisation’s offerQuestion 2a Page 21.Identify the customers of the organisationQuestion 1b Page 21.Explain how to keep up to date with the organisation’s offerQuestion 2b Page 21.Describe the organisation’s policies and procedures relating to customer service and the importance of following themQuestion 3 Page 31.Describe the publicity available about the organisation’s products and servicesQuestion 2c Page 31.Describe the implications of poor customer servicein commercial, public sector and third sector organisations Question 4 Page 41. In relation to your current organisation (or one that you are familiar with), use the space below to provide information on the organisation’s products / services and its customers.a)Describe the organisation’s products and / or services. [1.1]The Sainsbury company provides general merchandise, online grocery and other services,including the banking sector. © Creating Careers Limited, 2015. All rights reserved.1
Customer ServiceUnit two: Prepare to deliver excellent customer service (M/503/0324) Having both food and non-food related business activity, they strive to offer broad varieties without compromising the high quality and reasonable price. Sainsbury has around 15000 own-brand products. To highlight the company's image, they always promote the freshness and premium quality of their food products. In Sainsbury supermarkets, the customers can buy fresh vegetable, fruits, bakery, and dairy products. Other products that sell this supermarket are frozen food items, meat, fish and food cupboard, cereals, biscuits, sauces, dressings, pickle, desserts, drinks etc.Compare with other chain supermarkets, Sainsbury carefully selects his leading food suppliers not to compromise the quality. Beside in-store shopping, they also have online groceries purchasing services. For the services categories, Sainsbury has in-store services such ascafés. In the menu, customers can find British meat, fair-traded coffee and varieties of tea. For the non-food category, this supermarket has on sale health and beauty related products, gift shops, clothing, baby, household, home and pet-related products. To encourage the customers to buy high quality with less money, they have Nectar Card where every customer receive points based on how much they spend on products or services. In case if the number of points is maximising, they can get a reward. Sainsbury Bank represents financial services for the company and his customers and other stakeholders. Their services include credit cards, insurance, loans, savings and travel money convenient for customers. They offer 24-hour telephone banking. Another advantage is energy tariff both fixed and variable working with British Gas (partnership). They reduce the energy bill's prices by using their green range of products to create value.They have fuel petrol with their reduced cost, and their points are available to the nectar card. b)Identify the external and/or internal customers who buy / use these products / services. [1.3]c)Examples of internal customers of Sainsbury are:Sales Representatives, Customer Services Assistants, Supervisors, Warehouse team members, General and Retail Managers, members from the Administration department, Delivery Drivers, Pharmacists and othersExternal customers purchase products and services from outside of the company: personswho order the groceries online, i.e. online shopper. 2. Provide the following information in relation to your current organisation (or one that youare familiar with):a)Explain how customers are made aware of the organisation’s offer. [1.2] To ensure that all customers and interested parties receive the updated information, Sainsbury usually uses newsletters, both printed and electronic. Based on the target customer, the responsible team designs it uniquely to create the attention of interest. Examples of statement highlights "Making easy" or Together 'We can', wakes customer interest and attention. People can read kitchen advice, recipes, lottery games; discount offers, and others in this brochures. Another tool is media advertisement such as television, cinema and radio. They use celebrity to attract customers. They regularly update their product offers on Sainsbury website, email, internet and vouchers. © Creating Careers Limited, 2015. All rights reserved.2
Customer ServiceUnit two: Prepare to deliver excellent customer service (M/503/0324)b)Explain what customer service staff can do to keep up to date with the organisation’s offer. [1.4] In Sainsbury, the customer service staff effectively and regularly receive updated information about the customer service procedures and company offers. Their primary objective of this company is to satisfy customer needs. The up to date information is available through the emails. Those emails provide information about company new product offers and any product modification. Another way to deliver the necessary knowledge is training seminars, presentations, communication sessions, team meeting. The organisation manager is responsible for delivering daily any information updated for specific products if it exists.When hiring new staff, existing staff colleagues will help them provide the company's fundamental knowledge. By gaining complete knowledge of the company, customer service can solve customer queries. c)Describe the publicity used to promote the organisation’s products and services. [1.6]Sainsbury creates a valuable brand image about its products and services to steal the customer's attention. For many years this company uses the slogan "Making life taste better" highlighting customer first choice. As marketing tools, they use Media such as TV, cinema and radio to promote their product and services by using their brand image. Introducing Nectar card in 2002, beside their reward program, they promote supermarket sale promotions. Through this card, Sainsbury uses direct mailing and sales promotion such as a 50% discount offer, buy one get one free. Another way to make people about their seasonal campaigns they offer coupons after shopping to encourage customers to spend more in their stores. The Sainsbury also fulfil the responsibilities of communities to promote their brand image in public. For example, on 30 January to 24 April 2002, the Sainsbury operates the schools' scheme by providing free school equipment of about 8 million worth. 3. For your current organisation (or one that you are familiar with), describe the policies and procedures that relate to customer service. Why is it important to follow these policies and procedures? [1.5]As one of the high-rated UK customers, Sainsbury's always focused on following customerservice legal procedures and policies.An example is the Refund Policy, where any customer has 30 days after purchase to exchange or to get a refund, excepting unless faulty from hygiene reasons: Baby food and milk, Chilled and frozen products, Fireworks, Entertainment items where the seal is open, Photo books, acrylics and canvases bought from the photoshop, Gift cards, e top-ups, lottery tickets and scratch cards. (https://help.sainsburys.co.uk/help/refunds-returns/what-is-refund-policy)Procedures in customer service at Sainsbury•Each cashier should begin a conversation, with polite questions, How are you? Howis your day?"© Creating Careers Limited, 2015. All rights reserved.3
Customer ServiceUnit two: Prepare to deliver excellent customer service (M/503/0324)•Before customer leaves, they will say "Thank you for shopping at Sainsbury today!" At Sainsbury, customer assistance is equally, so following internal customer service policies and procedures gives employees and clients more confidence and trust in this company. 4.Complete the table below by providing an example of poor customer service for each of the three sectors and then describe the implications of this poor customer service. [1.7]Organisation typeExample of poor customer serviceDescribe the implications of poor customer serviceCommercial organisationsAn example of poor customer service in the commercial sector might be Making customers wait too long for product information or stock availability.A company that does not pay attention to improving customer assistance quality has the risk of losing his clients or disappearing fromthe market. Public sector organisationsAn example of poor customer service in the public sector might be Long holds on the phone for people who need more information. There are long term terrible consequences when a public organisation does not meet its legal requirements.Adverse effects are low productivity of the governmental organisations and poor collaboration between its employees and customers. Also, the financial factor is affected due to unsatisfactory customer service.Third sector organisationsAn example of poor customer service in third-sector organisations is third sector volunteers often lack the so-called 'soft skills' needed to deal with people who need certain information or assistance.In exchange, those organisations might lose their reputation and its customers, volunteers and donators. Now that you have completed part 1 of your Assessment, remember to save the work you have done so far – you will need to send your work to your tutor for marking once you have completed all 5 parts of this Assessment.Part 2 – Identifying customer needs and expectationsThis part will help you to evidence Learning Outcome 2: Understand how customer needs and expectations are identified© Creating Careers Limited, 2015. All rights reserved.4
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