Your local Chamber of Commerce has requested that you present a report on the changing trends in Customer Service. Before you can proceed, you will need to carry out research on at least two contrasting organisations. The report must include the following sections: –

1 Identify and describe the principles of customer service; why are these principles important for business success today? You must include the benefits of good customer service and the negative impact of poor customer service, use examples to support your points. (1.1, 1.2)

2-2 Look at two contrasting organisations e.g. Public ltd (Rolls Royce) vs Private Ltd (Home Bargains). Explain the types of customer service strategies they adopt to attract and retain different customers. Your report should include :-

● A brief profile of the product offering and target audience of both organisations. (3.1)

● The customer service skills employed by both organisations. How do they match the level of service being offered? (1.2)

● A review of the customer service policies and practices. What are these practices and how do they support the organisation to attract and retain a range of customers. (3.1)

● Describe how each organisation reviews and monitors its customer service offer. Consider the advantages and disadvantages of the methods used and then state which methods are most effective and why.