Report on Possible Improvements to Customer Service
Report On Possible Improvements To Customer Service 1. Why it is important to improve what is offered
It is important to improve what is offered in a business as it will keep current customers satisfied and maintain existing customers. It is also important to remain competitive in the current climate and not to lose customers to competitors. Through improving what is offered the business will expand and gain new customers through good reputation, and good reputation should reduce the number of complaints made by customers. This in turn will increase efficiency of the staff and increase sales and profit. Improvements to customer service can be made through quality of service, reliability and organisation.
2. Quality of service
Improvements to the quality of service in a business can affect many areas in a good way. For example:
Self-checkouts – These will cut down on queues therefor the customers will be more relaxed and leave the business happy. A business such as River Island can be very busy at times an introduction of self-checkout could really cut their queues down.
Product range, quality – This will ensure that the customers are happy with what they are purchasing. River Island could expand their range of clothing and maybe invite a celebrity designer to design a limited range of clothes. Topshop has done just this by inviting Kate Moss to design clothes for them.
Price – Reductions, promotions and prizes will entice customers to the business and are more likely to make more purchases. River Island could have a 50% sale every two months which will attract more customers.
Increase points on card – The customers will feel they are gaining when they spend. River Island has gift cards and store cards in which customers can get extra discounts. They also have a 10% student discount.
Better guarantees/insurance – Different ranges of insurance and guarantees will entice customers to take out insurance and guarantee their products and guarantee the products
It is important to improve what is offered in a business as it will keep current customers satisfied and maintain existing customers. It is also important to remain competitive in the current climate and not to lose customers to competitors. Through improving what is offered the business will expand and gain new customers through good reputation, and good reputation should reduce the number of complaints made by customers. This in turn will increase efficiency of the staff and increase sales and profit. Improvements to customer service can be made through quality of service, reliability and organisation.
2. Quality of service
Improvements to the quality of service in a business can affect many areas in a good way. For example:
Self-checkouts – These will cut down on queues therefor the customers will be more relaxed and leave the business happy. A business such as River Island can be very busy at times an introduction of self-checkout could really cut their queues down.
Product range, quality – This will ensure that the customers are happy with what they are purchasing. River Island could expand their range of clothing and maybe invite a celebrity designer to design a limited range of clothes. Topshop has done just this by inviting Kate Moss to design clothes for them.
Price – Reductions, promotions and prizes will entice customers to the business and are more likely to make more purchases. River Island could have a 50% sale every two months which will attract more customers.
Increase points on card – The customers will feel they are gaining when they spend. River Island has gift cards and store cards in which customers can get extra discounts. They also have a 10% student discount.
Better guarantees/insurance – Different ranges of insurance and guarantees will entice customers to take out insurance and guarantee their products and guarantee the products