N5 Entrepreneurship
Activity 3 1. Which, in your opinion, is the most important method of competing effectively? (Use the table and arrange the different methods of competing in order of importance from 1-6.)
2. Debate your choice with the rest of the group and reach consensus. Write down the group’s choice in the second column.
3. Comment on your personal choice vs. the groups choice. What did you learn from this divergent viewpoints?
Methods of Competing
Potential new entrants Advertising promotion Improvement of product/service Price
Customer services and warranties Substitute goods and services
Your choice Group
Activity 4
Overseas tourists service rating “Tourists rated service in Johannesburg better than back home, while a ratio of three to one said service is worse in Cape Town than back home,” said Mr. Cohn, who commissioned the service industry in South Africa, to be held in Cape Town on Tuesday.
“Possibly Cape Town’s approach is too laid back,” Mr. Cohn said.
Cape Town fared worst of all the major cities when those polled were asked how South African service compared to home.
Asked if it was better here than at home, 60 percent said no in Cape Town, 54 percent said no in Pretoria, in Durban 46 percent said no, and in Johannesburg only 16 percent thought service was better at home.
Fifteen percent said service was better in Cape Town than back home, in Pretoria (17 percent), Durban (26 percent) and Johannesburg (39 percent).
Airports, transport and fast foods were the sectors that fared worst.
Complaints about airports were directed at slow service and queues, especially waiting for luggage and at customs.
Overseas visitors complained of lack of public transport compared to standards back home.
In contrast, SAA came up tops for good service, food and friendly staff. One visitor commented, “There was a lovely spirit about the rugby on the plane.”
Foreign exchange facilities rated highly, with more visitors using the facilities of Rennies than any other company, including banks.
Questions: 1. Suggest how we can improve our customer service. 2. Why is customer-service becoming so important? Give three reasons.
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