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LO4 (How customer service can be measured by businesses? (Repeat business…

- - - - Staff skills, qualifications and experience: The more skilled, qualified and experienced the workers are the less likely to make mistakes leading to less unhappy customers. However, the more qualifications, skills and experiences the workers have will mean the business may have to spend more money in order to keep them working for their business.
      - Staff
        Staff Motivation: The more motivated workers are for the business the harder they will work, and the more they will go out of their way to help the customers, providing better service. Demotivated workers will cause a negative impact on the business.
      - Aims and Objectives influence a business success and operations because this is what all workers in each department are working towards. For example if a objective of a small business is to survive its first year as a business, there should be no expectation of the business making large sums of profits. You might expect the business to be very careful with its spendings to keep costs low.
      - Financial position of the business - Businesses do not have unlimited sums of money available and most small businesses have little spare cash after all stock. bills and wages have been paid. - With little money the marketing department may not be able to create expensive advertising campaign. With little money the Human Resource department may have little money to spend on staff training and improving customer service.
        
        Operational issues
        Faulty machinery and equipment could slow down production which could result in customers waiting longer to receive the products. - If the business uses just-in-time but the suppliers do not deliver products on time this can cause a delay in production, resulting in customer service rating falling as customers
        do not get the products when promised. - If workers are not motivated, quality standards could slip and customers could receive more faulty products.
        If a business uses outsourcing e.g. for its website but the external company has too many other businesses they are working for.