Order Description
Context
It is widely recognised that excellent customer service is achieved by meeting and preferably exceeding customer expectations.
Recent experience within the highly competitive UK supermarket industry appears to signify that shopper expectations changed dramatically during and post-recession.
Task
Identify and discuss the ways in which the expectations of supermarket shoppers have changed during and post-recession and using specific examples from UK supermarkets critically evaluate the extent to which these changing expectations are being met.
Guidance:
Remember that this is a customer service excellence assignment; ensure that you provide coherent evaluation, using underpinning theory from within the module and including relevant examples to support your points.
Research and discuss actual examples from UK supermarkets to support your evaluation.
� Word count is 2,500 (appendices are not included in the word count).
� Please ensure that you reference your work using the Harvard system to avoid plagiarism issues. (I will attache file for this if you need help)
– Don’t focus in one supermarket at least 6 supermarkets for examples
– NOT ONLY INFORMATIONS
– NEW data Don’t use old references
– Use Journals and Newspaper, books , Internet as references
– WRITE Reflective Journal ( I will attache file for that) 500 Word
Learning Outcomes covered:
The assignment will test all 6 of the Module learning outcomes as follows;
1. Demonstrate knowledge and understanding of the importance of customer service excellence in all business contexts and the issues affecting customers, intermediaries, employees and shareholders.
2. Retrieve and utilise relevant information from an extensive range of appropriate sources e.g. textbooks, newspapers, websites, journals, government reports, contemporary case studies etc.
3. Critically analyse, evaluate and synthesise information to explore potential opportunities and implementation issues in adopting and embuing the customer-centric philosophy. Ability to articulate customer service aspirations and debate implementation plans. Solve complex customer service problems
4. Clearly communicate information using a writing style and structure that is appropriate to the assessment tools and workplace norms.
5. Clearly demonstrate the ability to work autonomously and reflect through self appraisal.
6. Demonstrate relevant practical, academic and subject skills e.g. academic referencing and the production of a bibliography, group work, presentations etc, working with customer service excellence elements and issues.
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