c1 is quite basic and requires you to explain why organisations are concerned about the
levels of customer service they offer and the benefits the organisation can gain from effective
customer service, such as repeat business, increased sales and customer satisfaction. You
could include a few examples and highlight good or bad aspects of customer service at your
organisation
Why is Birmingham REP concerned about the level of service?
How will the REP benefit from:
Repeat business
increased sales
customer satisfaction
How will the REP benefit from good internal customer service?
less staff turnover
less absentees
better teamwork
happy working environment
greater staff motivation
improved chance of ‘getting on’ (promotion)
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