Customer service

Only available on StudyMode
  • Download(s) : 70
  • Published : November 14, 2013
Open Document


Text Preview
Foreign Trade University and Bedfordshire University
Faculty of International Education

Customer Service

Student Name: Dinh Thi Lan Huong

Lecturer: Dr. Nguyen Thu Thuy

Hanoi, 24th October, 2013

Table of contents
A. Introduction
B. Summarize John Lewis case study
C. KFC’s customer service
I. Company overview
II. Analysis KFC’s customer service
II.1. Description of the case
II.1.1. Employee attitude
II.1.2. Quality of management
II.1.3. Facilities and product’s quality
II.1.4. KFC’s trap
II.1.5. Speech of service
II.1.6. Customer service center
II.2. Cause of bad customer service
III. Recommendations
D. Conclusion
E. References

A. Introduction

Customer service is the provision of service to customers before, during and after a purchase. According to Turban et al. (2002), “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation." Customer service is also an important element lead to the successful of a company. This paper shows a perfect customer service company named John Lewis, analysis a case of bad customer service and give some helpful recommendations for the company named Kentucky Fried Chicken. The report including three main parts which are John Lewis case study summary, KFC - bad customer service company and recommendations. This written illustrates a deeper view about customer care system of quick service industry.

B. Summarize case study

John Lewis is very well known for their brilliant customer service. The company always find opportunities to listen to their customer and acting quickly on what their customer tell them. Moreover, the staffs of the company has excellent product knowledge, with the serve attitude are friendliness and helpfulness. John Lewis treats customers as individuals and takes customer through their purchases from start to finish. The company also use formal methods of research and feedback that help them monitor levels of customer satisfaction and give customer a broad spectrum of customer opinion to respond to. There are four key elements that make John Lewis’s success. Firstly is being recognised in multiple customer satisfaction surveys and awards. In 2010, John Lewis voted Britain’s favourite retailer for the third year running based on how frequently the consumer shopped and asked them to rate those stores in terms of range, price, convenience, quality, service, ambience, facilities and layout. In 2009, John Lewis came first and Waitrose third in the index which pegged ‘world class service’ at a customer satisfaction score of 80 per cent: John Lewis scored 90.9 and Waitrose 87.1 out of the maximum 100 rating, considering factors such as professionalism, quality and efficiency, ease of doing business, problem solving and timeliness. Their partnership card™ credit card has also been recognised as the top UK credit card when it comes to the level of service it provides its cardholders. Partnership card™ won the ‘Best Achievement in Customer Service’ award at The Card Awards 2009 in London. Secondly, they act on customers’ feedback. Customers’ views have driven the development of Waitrose’s By Invitation and Waitrose Deliver services, and Quick Check, our scan-as-you shop service. In John Lewis, we introduced name badges for selling Partners to make customer service more personal, in response to customers saying they wanted to remember who had helped them, in case they wanted to return for further help. Thirdly, both of John Lewis and Waitrose build accessible shops and services in order to make all customers can access their products and aim to meet each customer’s individual needs and respond to customer feedback, There are more than 200 access audits, looking at areas such as entrances and exits, customer catering facilities, fitting rooms and toilets, and improve access to...
tracking img