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Customer Complaints

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Introduction

CUSTOMER COMPLAINTS In Homebase there is a special area called the customer service desk where customers go to make complaints. Only specialist staff of homebase is allowed to deal with complaints made by customers but the manager gets involved when things are getting out of hand. For an example if a customer is insisting for an immediate refund without going through a procedure. Homebase monitor customer satisfaction through two different methods. They are secondary research and primary research. Secondary research This is gathering together existing data that has already been collected and published for another purpose. For example, Homebase's own sales figure. They use the data collected from their sales tills to identify busy times of the day and top selling products. Another is customer comment cards. They use it to observe what customers think about their products and level of customer service provided. They do this in order to find out their strength and weaknesses. ...read more.

Middle

If you change your mind about a product If a customer no longer wants a product they purchase from homebase, they can either get an exchange or a full refund but only within 30 days after purchase. The customer will need to phone them and arrange for a free collecting. But before they accept the products which is being returned they must be unused and in their original packaging, and accompanied by their proof of purchase. If there's a fault with the product If a product the customer purchase is faulty and they would like to return it, they must phone homebase within 30 days of purchase and arrange for a free collection. The customer needs to bring the receipt along with them as a proof of their purchase. And Homebase will offer them a replacement or repair. After 30 days but within one year of purchase If a product (television) ...read more.

Conclusion

This could be that a customer bought electrical goods from homebase but when they got home it was faulty and nearly shocked someone in the house. So the customer will then go back to homebase and make a complaint at the customer service desk. The staff will then ask the customer if they would like a refund or an exchange. The customer might say they want a refund, so the staff will then ask for the receipt of the goods and then sort everything out for the customer and apologise to them for any trouble caused. Homebase do record the amount of complaints they have received from customers and they record them in the complaint book. It is really important for Homebase to deal with complaints. This is because it helps keep loyal customers as they feel they are being treated politely and with respect. And also it gives Homebase a competitive advantage as it promotes a good image. ?? ?? ?? ?? Isaac Sedu ...read more.

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