1. Unit 11 – customer relations in business
Mr holden

2. What is customer service?
“….Customer service is the customer’s complete experience from the second they enter a business or view a website, to the after-sales service, such as spare parts or repairs. Superb customer service means providing services that customers did not even know they wanted, but are delighted to find are provided…” (BTEC Level 2 Business Book, Pearson)

3. What is customer service?
GCSE Bitesize (Customer Service)
Business Link (Customer Care)
Times 100 Enterprise Car Case Study

4. TYPES OF INTERNAL CUSTOMERS
Staff in other departments
Other staff teams
Managers
Colleagues in own department
Supervisors
Own work team

5. EXTERNAL CUSTOMERS
Some businesses provide goods and services for many different types of external customers; some only provide for certain groups of people
New / existing customers
Individuals / groups and families
Age differences
Cultural differences

6. EXTERNAL CUSTOMERS Gender differences Special needs Foreign customers
Deaf / hard of hearing
Blind / visually impaired
Mobility issues

7. SITUATIONS WHERE CUSTOMER SERVICE CAN BE PROVIDED
The address, postcode, phone number and website of the business, and its opening hours
The people who can answer certain types of problems / queries
The products / services that the business provides
The literature / printed information available
Organisational rules for dealing with issues
Directions

8. The benefits of providing good customer service
THE CUSTOMER
The experience is pleasant and enjoyable
Feels valued and important
Can rely on the service every time
Customer is confident about what they have paid for
Less need to ‘shop around’ in the future

9. The benefits of providing good customer service
THE ORGANISATION
Image and reputation is enhanced
Word of mouth recommendation is free!
Feedback from regular customers provides useful information that can help to improve the business
Business grows as profits / demand for products / services increases

10. The benefits of providing good customer service
THE EMPLOYEE
Working environment is pleasant – staff know they’re doing a good job
Staff know that they can rely on each other for prompt / accurate information
Building a positive relationship with customers and working towards high standards = job satisfaction
Companies with satisfied customers are unlikely to go out of business = job security

11. DESIGN OF INFORMATION BOOKLET
You can design this page how you wish. You should make sure that you include: your name; a title of ’Customer Service Information Booklet and some images that you feel are appropriate.
DESIGN OF INFORMATION BOOKLET
FIRST PAGE: Title page

12. DESIGN OF INFORMATION BOOKLET
Again, you can design this page how you wish.
Heading: WHAT IS CUSTOMER SERVICE? Firstly, you need to include your own definition of what customer service is.
Heading: INTERNAL / EXTERNAL CUSTOMERS OF CHESTER ZOO. Also, on this page, you need to provide a diagram (the layout of this can be your choice) of the different internal and external customers of Chester Zoo.
DESIGN OF INFORMATION BOOKLET
SECOND PAGE: P1

13. DESIGN OF INFORMATION BOOKLET
Again, design this page how you wish.
Heading: HOW CUSTOMER SERVICE CAN BE PROVIDED AT CHESTER ZOO. This page needs to explain (in brief) at least ten ways in which customer service can be provided at Chester Zoo, in general. Again, you can include appropriate images if you wish.
DESIGN OF INFORMATION BOOKLET
THIRD PAGE: P1 (CONTINUED)

14. DESIGN OF INFORMATION BOOKLET
Heading: NEEDS AND EXPECTATIONS OF DIFFERENT CUSTOMERS OF CHESTER ZOO. This page needs to contain a table in the following format. You must describe the needs and expectations of: families with young children; visitors with special needs / disabilities and staff members. You should include at least five needs and expectations for each.
DESIGN OF INFORMATION BOOKLET
Fourth PAGE: P1 (CONTINUED)
NEEDS
EXPECTATIONS
FAMILIES WITH YOUNG CHILDREN
Bullet point 1
Bullet point 2
etc
VISITORS WITH SPECIAL NEEDS / DISABILITIES
STAFF MEMBERS

15. DESIGN OF INFORMATION BOOKLET
On this page you need three separate headings (one for each of the different types of customers that we are using). You need to fully For each, you need to :
Fully explain what each need is and how Chester Zoo meets this
Fully explain what each expectation is and how Chester Zoo meets this
Your font size cannot be more than 11 and you cannot insert pictures. This is merit work.
DESIGN OF INFORMATION BOOKLET
FIFTH PAGE: M1 (CONTINUED)

16. DESIGN OF INFORMATION BOOKLET
Heading: BENEFITS OF PROVIDING GOOD CUSTOMER SERVICE AT CHESTER ZOO. On this page you need three separate headings (customers, Chester Zoo, employees). You need to explain the benefits to each of these of providing good customer service. You need to make sure that all of your work is related to Chester Zoo.
DESIGN OF INFORMATION BOOKLET
Sixth PAGE: P2

17. Common drive  Btec level 2 diploma in business  unit 11 customer relations in business  mr holden
This PowerPoint information and guidance (P1 M1 P2.ppt)
Blank Publisher template for the booklet (Blank Template.pub)
The PowerPoint that was shown at Chester Zoo (Customer Care at Chester Zoo.ppt)