Customer Service
Specification:
5.2 Customer Service • importance of customer service • consumer protection • impact of ICT |
Candidates should be aware of the importance to small businesses of providing good service to customers, including: reliability, product information and good after sales service.
Candidates need to understand that customers are protected by law, which influences businesses, such as the fitness for purpose of the product sold. A detailed knowledge of consumer protection legislation is not required. Candidates should be familiar with the ways in which advances in ICT have allowed customer services to develop, such as the use of websites, e-commerce and global and international markets. |
Importance of Good Customer Service
case_study_customer_service.docx | |
File Size: | 17 kb |
File Type: | docx |
Learning Objectives:
- To understand what constitutes good customer service (D-E)
- To analyse why good customer service benefits a business (B-C)
- To understand what constitutes good customer service (D-E)
- To analyse why good customer service benefits a business (B-C)
Starter Activity: Is this good customer service?
Customer service is the part of a business's activities that is concerned with meeting customers' needs as fully as possible.
The Products Themselves: Products need to meet the needs of customers. This means they must be reliable (do what is expected of them) and safe. |
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What happens if a business offers unreliable and unsafe products?
Product Information:
Customers expect clear information about goods and services. This helps them make the right decision about what to buy.
Customers expect clear information about goods and services. This helps them make the right decision about what to buy.
How does this help the customer?
What is Mercedes' USP?
How does this after-sales service help them achieve this and maintain this reputation? |
After-sales Service:
Customers need to feel valued even after they've bought a product. This includes:
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Employees:
Employees must have the right skills and attitude. This includes:
Why are communications skills so important?
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What is the impact on a business of shabby premises?
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Premises:
These should be:
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Payment:
Accepting different methods of payments can increase customer service as well as providing low prices.
Accepting different methods of payments can increase customer service as well as providing low prices.
Benefits of Good Customer Service:
- Informs customers about the products (can also mean good advertising)
- Attracts new customers (word of mouth)
- Increases sales revenue and profits (repeat business and higher prices)
- Raises market share
- Gains customer loyalty
Consumer Protection
consumer_law_research.docx | |
File Size: | 21 kb |
File Type: | docx |
Leaning Objectives:
- To understand the different laws that protect consumers (D-E)
- To analyse the impact of these laws on the consumer and business (B-C)
- To evaluate the impact of these laws on a business (A*-A)
- To understand the different laws that protect consumers (D-E)
- To analyse the impact of these laws on the consumer and business (B-C)
- To evaluate the impact of these laws on a business (A*-A)
Starter Activity: After watching the video, write down all the rights you think you have as a consumer.
consumer_law_scenario.doc | |
File Size: | 29 kb |
File Type: | doc |
Consumer protection laws are laws that have been introduced to prevent businesses from treating their customers unfairly.
Labelling of Products
Labelling of Food Regulations 1970 - packages food must contain the ingredients listed
Weights and Measures Act 1986 - weights and measures must be stated on pack and accurate
Unfair Trading Regulations 2008 - illegal to give incorrect info on packaging and labels. Also outlaws aggressive selling tactics
Labelling of Food Regulations 1970 - packages food must contain the ingredients listed
Weights and Measures Act 1986 - weights and measures must be stated on pack and accurate
Unfair Trading Regulations 2008 - illegal to give incorrect info on packaging and labels. Also outlaws aggressive selling tactics
Sale of Products
Consumer Credit Act 1974 - stops businesses charging high interest rates when taking out a loan. Also allows a week to change mind
Sale of Goods Act 1979 - ensures that goods work as expected, are undamaged and are 'quality' (fit for purpose)
http://www.bbc.co.uk/programmes/b006mg74/features/consumer-law-sale-of-goods
Consumer Credit Act 1974 - stops businesses charging high interest rates when taking out a loan. Also allows a week to change mind
Sale of Goods Act 1979 - ensures that goods work as expected, are undamaged and are 'quality' (fit for purpose)
http://www.bbc.co.uk/programmes/b006mg74/features/consumer-law-sale-of-goods
Using Information
Computer Misuse Act 1990 - prevents people looking at info on computers they have no right to read
s+c: How do you think this law has adapted over time?
Data Protection Act 1998 - prevents businesses from passing on secure customer information
Computer Misuse Act 1990 - prevents people looking at info on computers they have no right to read
s+c: How do you think this law has adapted over time?
Data Protection Act 1998 - prevents businesses from passing on secure customer information
Debate: Should the government be allowed to keep our data?
Safety of Products
Food and Drugs Act 1984 - lists what can and cannot be added to food products and prevents making and selling food in unclean buildings
Consumer Protection Act 1987 - prevents firms from selling dangerous products, and allows liability for illness or injury caused by these
Food Safety Act 1990 - illegal to sell food that is unsafe (applies to farms, restaurants and shops)
Food and Drugs Act 1984 - lists what can and cannot be added to food products and prevents making and selling food in unclean buildings
Consumer Protection Act 1987 - prevents firms from selling dangerous products, and allows liability for illness or injury caused by these
Food Safety Act 1990 - illegal to sell food that is unsafe (applies to farms, restaurants and shops)
http://www.businessstudiesonline.co.uk/live/index.php?option=com_content&view=article&id=7&Itemid=12
Extension task:
picture_consumer_worksheet-goes_with_pp.doc | |
File Size: | 138 kb |
File Type: | doc |
cut_and_match_2.docx | |
File Size: | 27 kb |
File Type: | docx |
millionaire_quiz.pptx | |
File Size: | 206 kb |
File Type: | pptx |
ICT and Small Businesses
Learning Objectives:
- To understand the different ways small businesses can use ICT to offer customer service (D-E)
- To analyse the advantages and disadvantages of using ICT (B-C)
- To evaluate the impact of ICT on a small business (A*-A)
- To understand the different ways small businesses can use ICT to offer customer service (D-E)
- To analyse the advantages and disadvantages of using ICT (B-C)
- To evaluate the impact of ICT on a small business (A*-A)
Starter Activity: How does Twitter help small businesses?
Information and Communications Technology (ICT) are the computing and communications systems that a business might use to help to give good customer service.
Websites:
These can offer up-to-date information about businesses and the products they sell. They are relatively cheap to set up. Can offer good customer service by:
These can offer up-to-date information about businesses and the products they sell. They are relatively cheap to set up. Can offer good customer service by:
- business information and pictures and videos. Helps customer make informed decision
- advertise small business to a large group of customers
- includes answers to FAQ's
- email allows quick contact
- can offer support to existing customers
E-Commerce:
Some businesses use their websites to sell their products. This offers advantages to small businesses:
Some businesses use their websites to sell their products. This offers advantages to small businesses:
- by selling online, there is no need to pay shops to sell your products
- shopping can take place all day, meaning higher sales
- no need to pay for a shop
- can allow you to sell all over the world
How did ICT allow Julie Deane to be so successful?
Global Markets:
Global markets are made up of customers from countries across the world. This means that certain products are popular with, and bought by, consumers from all countries. Small businesses using the internet are able to sell their products successfully in global markets.
Global markets are made up of customers from countries across the world. This means that certain products are popular with, and bought by, consumers from all countries. Small businesses using the internet are able to sell their products successfully in global markets.
the_use_of_ict_in_customer_services_1.docx | |
File Size: | 23 kb |
File Type: | docx |
operations_management_revision.docx | |
File Size: | 13 kb |
File Type: | docx |
operations_chapter_5_revision.docx | |
File Size: | 550 kb |
File Type: | docx |