Customer service is the direct one-on-one interaction between a consumer making a purchase and a representative of the company that is selling it. This document provides comparison of customer service for two contrasting businesses (John Lewis and Dyson LTD)
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DLD College 10217
Unit 14 Customer Service
Learning Aim A & B
P1 Describe the different approaches to customer service delivery in contrasting businesses.
Customer service is the direct one-on-one interaction between a consumer making a
purchase and a representative of the company that is selling it.
John Lewis
To provide customer service they use:
Customer service representative
Customer service representative manage customer queries and complaints. They attract
potential customers by answering customer service and suggesting other products that
customers might be interested in purchasing. Moreover, customer service representatives at
John Lewis help with complains, issues and refund for any products that customers were
unhappy with.
Sales assistants at John Lewis help customers to identify and purchase the product they
need. Plus, they ensure that all products are in stock, maintain good store condition and
visual merchandising standards. This helps to attract customers through visual aspect and
make the shop more appealing then competitive brands, such as M&S, Debenhams and
House of Fraser. Sales assistants usually communicate face to face with customers, to use
appealing body language in order to attract customers.
All 76,500 of John Lewis's permanent staff are partners and they ultimately own the retailer's
35 department stores and 272 Waitrose supermarkets, which generate annual sales of more
than £8bn. As the company itself puts it: "Partners share in the benefits and profits of a
business that puts them first." John Lewis's constitution also lists a formal mission to
maximise the "happiness" of its staff. The power structure involves a staff council – for ideas
and complaints to filter up to the board – and a weekly magazine where staff can air their
views about policies and management, anonymously if they choose.
https://www.theguardian.com/business/2012/jan/16/john-lewis-model-lessons
It is important to follow organisational rules and procedures in order to provide a good quality
customer service. Leading to a customer satisfaction, resulting in good customer reviews.
This helps John Lewis maintain standards and deal with competition. However,
organisational rules and procedures are not applied only to working with customers aspect, it
is also important to maintain a healthy working relationship between the employees of John
Lewis. Tension between workers can cause a decrease in productivity, therefore damaging
sales.
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