unit11 p2.

Unit 11 p2

I will now outline the benefits of good customer service in computer shop.

There are three beneficiaries to good customer service – the customer, the business organisation and the employee.

Customer

Many customers in computer shop would expect to receive good customer service, which means:

·         Their needs and expectations have been met – e.g. customer found what he was looking for and for the price that he can afford.

·         They feel that they were treated with respect – staff listening and understanding about their needs, assisting and informing them about products, talking politely and with a nice manner.

·         They were informed about product – they were correctly informed about product or service specification, prices and etc.

·         They were given good advice and assistance

·         They were satisfied with their purchase – sales person clearly understood their needs and suggested the most appropriate solution

Organisation

If they received good customer service, they are satisfied with a product, feel treated with respect and etc., they are more likely to come back to the shop next time and spread a good word about a company. This leads that computer shop also benefits from good customer service. Benefits of good customer service in computer shop:

·         Enhanced reputation – this means they they’ll probably have more new and regular customers, which can lead to bigger profits.

·         Employee satisfaction – less sickness, bigger productivity at work, better attitude to work and better results.  Employees are happier doing their work, they are more motivated to do it right and sell more computers.

·         Meeting aims and objectives – e.g. breakeven in 1 year; expand a business in two years – open another shop.  It’s necessary for all companies to reach a real success in a business.

·         Bigger profits – being successful in a business will mean bigger profits. Providing good customer service means that you’ll have more customers, more customers means more sales and more sales means bigger profits. Having bigger profit can also help to expand business and earn even more money.

Employee

Employees should be treated well as internal customers and provide good customer service to external customers. They have great benefits from providing good customer service:

·         Positive feedback from customer –If employees provide good customer service they are more likely to receive good customer feedback and sell more products. This can also give them more motivation to do job properly and boost their self confidence.

·         Positive feedback from managers/peers – this shows that manager trusts and respects their work. It can also help them to increase their self confidence and have more motivation to sell more computers.

·         Personal pride at a job well done – employees are more satisfied about their work. 

·         Financial reward, promotion –knowing that they can be rewarded for doing good job can give motivation. If they provide good customer service, they are more likely to have more customers and sell more computers and this may lead to financial rewards or promotion.