Waitrose Company
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Waitrose Company
HND Hospitality
Unit 3: Customer Service
Author 1: Mincho Savov
Author 2: Paoulina Gaydajiska
Author 3: Milko Grozdanov
Contents
Introduction
Task 1: Discuss Reasons for Using Customer Service Policies in Waitrose Company
Task 2: Discuss the Purpose of Evaluating a Customer Service Policy, Indicating How This can Assist Future Staff Training and Development
Task 3: Evaluate Different Communication Methods in Waitrose Company and how These are used to Best Effect the Customer Service
Task 4: Analyze how Customer Perception is influenced by Customer Service Provision using Perception Expectation Model
Task 5: Assess Sources of Information on Customer Requirements and Satisfaction Levels using Survey Questionnaires
Task 6: Carry out research on customer requirements and satisfaction levels for a selected business, suggesting potential improvements
Task 7: Deliver a process of customer service
Task 8: Review own performance in the delivery of customer service and make recommendations for improvement
Introduction
A short history of Waitrose
Waitrose first appeared on the high street in 1904 when Wallace Waite, Arthur Rose and David Taylor opened their shop in Acton.
They managed to create a successful business selling a wide range of grocery products. Their high standards and keen pricing ensured that the business grew, with Waite concentrating on the buying, Rose working behind the scenes on the accounts and Taylor on the shop floor as the branch manager. After two years Taylor left the business leaving Waite and Rose who formed Waitrose Ltd in 1908.
Over the next few years the two men were able to acquire several more small grocery shops in the Acton area. Waite also diversified into the wholesale trade supplying the army camp at Catterick when war broke out in 1914. However, during World War I Arthur Rose was injured and from that time onwards Wallace Waite took over the main responsibilities of running the shops.
The...
HND Hospitality
Unit 3: Customer Service
Author 1: Mincho Savov
Author 2: Paoulina Gaydajiska
Author 3: Milko Grozdanov
Contents
Introduction
Task 1: Discuss Reasons for Using Customer Service Policies in Waitrose Company
Task 2: Discuss the Purpose of Evaluating a Customer Service Policy, Indicating How This can Assist Future Staff Training and Development
Task 3: Evaluate Different Communication Methods in Waitrose Company and how These are used to Best Effect the Customer Service
Task 4: Analyze how Customer Perception is influenced by Customer Service Provision using Perception Expectation Model
Task 5: Assess Sources of Information on Customer Requirements and Satisfaction Levels using Survey Questionnaires
Task 6: Carry out research on customer requirements and satisfaction levels for a selected business, suggesting potential improvements
Task 7: Deliver a process of customer service
Task 8: Review own performance in the delivery of customer service and make recommendations for improvement
Introduction
A short history of Waitrose
Waitrose first appeared on the high street in 1904 when Wallace Waite, Arthur Rose and David Taylor opened their shop in Acton.
They managed to create a successful business selling a wide range of grocery products. Their high standards and keen pricing ensured that the business grew, with Waite concentrating on the buying, Rose working behind the scenes on the accounts and Taylor on the shop floor as the branch manager. After two years Taylor left the business leaving Waite and Rose who formed Waitrose Ltd in 1908.
Over the next few years the two men were able to acquire several more small grocery shops in the Acton area. Waite also diversified into the wholesale trade supplying the army camp at Catterick when war broke out in 1914. However, during World War I Arthur Rose was injured and from that time onwards Wallace Waite took over the main responsibilities of running the shops.
The...