• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

Argos and Harvey Nic

Extracts from this document...

Introduction

Introduction In this assignment I will be writing about the difference between customer service and selling skills i will also be describing why customer service is essential in retailing, the two organisations that i will be looking at is Harvey Nichols and Argos, i will be looking at how they offer customer service in these two organisations. Definition of customer service and sales Customer service is the skill to provide a service or product in a way that is satisfying the customer needs, while the definition of sales is the exchange of goods or service for a quantity of money. Why customer service is essential in retailing? Customer service is the key for a successful business because without customers there's no business. Good customer service is a vital element in retailing because if a customer feels that the organisation has valued them then they will come back again and again and also they will recommend other people about the business and how it values its customers. Good customer service is important because it not just customers who benefit from good customer service, staff to for the reason that they will be more motivated to work for an organisation that offers excellent customer service. ...read more.

Middle

Argos does not train the staffs about selling skills and excellent customer service because they believe that the customers should have the choice of buying products without being persuaded to buy it. But they give a customer service book to the staff. Every shopping centre has an Argos retail shop but they all have different store formats it is not like Tesco where all Tesco stores have the same store format where customers know where each product is, the reason that every Argos has its own store format is because as I already mentioned Argos does not have the products they sell at the store the products are kept at the back of the store where the staffs working the get the product that the customer orders. Argos offers after sales service for the reason that customer have a peace of mind if the product they have purchased gets faulty and also Argos offer after sales service because every retail shop in the U.K offers after sales offers. Harvey Nichols Harvey Nichols was founded in the year 1813 in London; it is an upmarket department store which sells the following products: Harvey Nichols is the well known retail shop for upper class people, so for this reason Harvey Nichols shop offer a high standard of customer service. ...read more.

Conclusion

* Training the staff who offer help and product information Harvey Nichols makes sure that all staff working on duty have a full depth knowledge on the product that they are going to sell this is because if the staff don't know that much information about the product then it will be difficult for the staffs to persuade the customer to purchase that product * Offering after sales services Harvey Nichols offers after sales service so that the customers feel that they can get support whiles not even in the store, after sales service is offered through phone and e-mail also Harvey Nichols offer this service so that when customers but products they have a peace of mind that they will get support if any goes throng with the product that they have brought All these things that I have mentioned is part of the customer services they offer these service so that the customers feel that what they are paying is worth it , they also offer these service so that they can gain more customers. If Harvey Nichols was not offering these service that I have mentioned then they would not be offering good customer service. Reference http://en.wikipedia.org/wiki/Harvey_Nichols http://en.wikipedia.org/wiki/Argos_(retailer) ?? ?? ?? ?? Said Al P3 Unit 41 ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our AS and A Level Case Studies and Analysis section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related AS and A Level Case Studies and Analysis essays

  1. In This unit I am gong analyse the product knowledge required by employees of ...

    are then more toilets located at the bottom of Towers Street next to Sky Ride. 8. What is the gate entry fee for the theme park for an Adult? Type Gate Price Adult �36 Child (under the age of 12)

  2. PEST is a planning tool which is used by a business to evaluate and ...

    means that they are giving their consumers the ability to be able to use this technological form to buy their products. However because they sell their products through Tesco they have to pay Tesco some of the profit that they make.

  1. The main purpose of this research is to know and analyze whether the Olympic ...

    The tickets for the Olympics 2011 will be available for the sale from the march 2011. During the period of the London Olympic 2012 there will be a lot of fun and entertainment. This Olympic 2012 will be perfectly the major tourist attraction in the London.

  2. NETFLIX CUSTOMERS SATISFACTION

    Research question Quantitative Research Hypothesis H1. No significant difference exists between satisfaction and company success. H2: No significant difference exists between satisfaction and loyalty to Netflix. Qualitative research For qualitative research the paper addresses the following question: How to enhance customer satisfaction and loyalty in Netflix?

  1. SWOT and Pestel analysis for Carlton Forum leisure centre

    which lets us know where in the stages of life is the business, Mckinsey's 7 S's, resources and capabilities, stakeholders analysis and swot to locate the strengths, weaknesses, opportunities and threats to the business. Then finished it off with the key issues that Carlton forum need to address.

  2. Tescos - types of stores, services offered and the people who worked there.

    According to the OFT these fell in real terms by 7.3% between January 2000 and December 2005. Consumers have benefited from this strong downward trend in real food prices and intense competitive rivalry among food retailers has played a significant part in this.

  1. introducing to customer service

    if the shopper buy a golf set, they would want to know if the equipment are guaranteed if the golf stick break can Argos replace with another one. Sport people would also want to know the merits of the sport services that are on offer are of quality standard.

  2. Unit 32 P3 explain how the developments in the consumer market have impacted on ...

    customers want for instance there is an increase demands in Twinkies so a business like Tesco will need to meet these demands if they want to run successfully. Changing social and working patterns- changes in social and environment include changes like working patterns that have occurred for instance more people

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work