Table of Contents
Task 1.1: Produce a report explaining what ‘added value’ means in terms of customer service.
Task 1.2: Recognize the opportunities to add value to customer interaction.
Task 1.3 Write a report on identifying/recognizing at least four constraints in carrying out ‘added value’ interactions
Task 1.4 Produce a report explaining the importance to let the customer know when you have gone the extra mile. It is recommended to provide examples to support the discussion.
Task 1.1: Produce a report on explaining what ‘added value’ means in terms of customer service
Value-added describes the enhancement a company gives its product or service before offering the product to customers. Value-added applies to instances where a firm takes a product that may be considered a homogeneous product, with few differences (if any) from that of a competitor, and provides potential customers with a feature or add-on that gives it a greater perception of value (Mellouk, 2014).
The term “added value” means just what it implies: When a customer purchases a product or service from you, he gets an extra benefit. Added value is not the same as offering a free product or a discount because the customer gets something different than what she’s buying or something that she can’t buy. For example, if a marketer gives a customer a free belt with the purchase of slacks, that’s a straight freebie. If he offers free alterations, that’s added value. If a personal trainer offers customers a free subscription to his newsletter, that’s an added benefit the customer might be unable to get elsewhere and for which the customer pays nothing extra.
Adding ongoing added-value to what the shopper sell can help him position himself as an expert in his industry, thereby improving his brand. For example, if he sells software, he might give customers a free password to a chat room on his website to interact with other users, publish a free newsletter with tips on using the software to improve business operations, provide 24/7 toll-free technical support or offer a one-year warranty.
As Antonio (2014), many businesses rely on repeat business to stay in business, and added-value selling can get customers “hooked” on the marketer’s product or service as they come to rely on his bonus benefits. For example, as customers come to rely on marketer’s free support, it’s more difficult for them to abandon the knowledge they’ve gained about their product or service and how to use it, and start over from scratch with a new company. Customers or clients might also be more willing to buy from him if they know they are not on their own after the sale.
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An added-value business model improves his chances of selling a product or service that requires a significant investment. Even when potential customers know they will eventually have to buy from him or his competitor, they might put off the purchase because of their fear of making the wrong purchase. The longer they delay the more chance his competitor has of getting their business.
Task 1.2: Recognize the opportunities to add value to a customer interaction
Adding value to the products that the company uses to promote its products is very important. This involves some opportunities to satisfy the customers as their interaction with the employees. The truth is that everything can have value-added. So this report describes 5 implementing formula is as below…………………