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Unit 5: Investigating Customer Service By Mandip Purewal Introduction In this unit I will have to find the importance of customer service in a variety of business contexts. Customer service applies equally to all business organisations. You will need to understand: • The impact of customers, both new and old on the organisation • The difference between internal and external customers - Internal, e.g. colleagues, other departments, service providers - External, e.g. individuals, families, different ages, different cultures I will then need to understand what customer service includes and that by definition. You will need to understand: • Staff, e.g. appearance, prompts service, helpfulness, and reliability, accuracy of information, teamwork, and training • premises, e.g. layout, tidiness, accessibility, well-stocked • providing quality products/services, e.g. after-care service, value for money, added value, competitive edge. Customer service is basically about the employees helping customers locate a lot of items in which they need; customer service will benefit an organisation by having effects of them going...

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