East-Midlands Airport - What Is Customer Service?

P1 – Describe the different types of customer service provided by two selected businesses

WHAT IS CUSTOMER SERVICE?

Customer service is support, information and assistance provided by a company which involve the customer buying a product or using their services.

Internal customer - A person directly connected to the organization. Usually internal to the company.

External customer - A person who signs pay checks, pays the employer and makes the pay check possible.

The business I have chosen to describe for this task are New Look fashion retailer and East-Midlands airport.

NEW LOOK

New look customer service staff provides advice and support for customers so that they can uncover their enquiries on new look facilities and products. They are friendly and intelligent and they can help/give you advice for every situation involving the company.

They are responsible for things such as product information, where and how to order products from home, facilities located in new look (changing rooms, lifts etc.), dealing with complaints and exchanging or refunding a customers unwanted product.

New look provide a set of stairs, women’s fitting room downstairs and children’s fitting room upstairs, an escalator and a lift for women with babies or people with disabilities. This shows good customer service because of the access to upstairs of the clothing shop for everyone.

New look also have a website with several different customer service sectors including; ordering, tracking, delivering information and help numbers to contact the manufacturer, manager or store you bought/ordered from. Also included on their website is an online catalogue where you can view the products and the prices. You can order online from there too. The use of website to display information for people is an example of good customer service because a customer may not be able to access to the actual shop.

When you make a purchase in new look, the cashier will ask you for your email address so they can send you new products and information. They may also ask you to participate in an online survey regarding your shop and experience in new look. If you complete the survey at home you may be in for a chance of winning money to spend in the store or a large discount on products over a period of time. This is an example of a business wanting to improve their customer service skills by asking customers for feedback.

New look also do quality handbags, purses and rucksacks for women. Their makeup range which is located upstairs in the stores is of good quality.

New look have also recently launched a New look men’s shop which is convenient for men that are looking for stylish and affordable clothing. This is increasing their revenue because they have both genders buying their products.

EAST MIDLANDS AIRPORT

East midlands airport are responsible for guiding passengers through the process of going to another country for a period of time. The airport has over 5 million passengers each year and that number is increasing.

The airport provides thousands of parking spaces for all of their customers. The staff at the Airport are automatically responsible for your vehicle once it is parked. The length of your stay varies in price. There are long stay parking spaces which can be used for people going to visit family or people and families going on holiday. There are also short stay parking spaces for people who are going on business trips or people picking up friends or family members from the airport. There is also a meet and greet office where a member of the staff drives your car to an easy access area when you come back to the airport.

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