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

Customer Complaints

Extracts from this document...

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.

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

    The fixed research design is been fixed initially before the original data collection methods which are to be established in the research process. The fixed research design is totally a theory based approach and for this reason it is not such easy to recognize or estimate the mathematical variables as well as the methods.

  2. NETFLIX CUSTOMERS SATISFACTION

    Competitors such ?s Blockbuster ?nd Hollywood video were rel?tively slow to respond ?nd were initi?lly un?w?re of the m?rket sh?re Netflix would c?pture in the upcoming ye?rs. This h?s given Netflix ? sust?in?ble competitive ?dv?nt?ge. Netflix currently bo?sts 6.8 million subscribers since l?unching its subscription service in 1999.

  1. introducing to customer service

    get a surrogate, because without the receipt they cannot get a refund back. Customers that are disabled will often use the Argos because of its convenient in sending goods to them doorstep. Angry customers lies to shop in Argos because they know that what ever item and products sold to

  2. Disneyland and M&S. I am going to investigate customer service in two separate ...

    Inside the Disneyland park resort there are 5 different lands these include Fantasy land, discovery land, Adventure land ECT. There is an endless amount of rides and attractions for all ages, there are big thrills such as Big Thunder Mountain for adults.

  1. I am going to carry out an investigation into S Parton Construction Ltd. I ...

    It could also give the business a good reputation if the customers are happy with the quality of work then it may end up towards being one of the leading businesses in the area. As a result the business may get more work and S Parton can afford to offer higher prices.

  2. starbucks customer service

    This can also have a negative effect on the business reputation for having good, helpful and friendly customer service. With new customers to the business they may need to have the services explained to them such as what drink there are to order or what to do in the way of where to pick up their beverage from.

  1. Caso: The Body Shop

    poca informaci�n disponible a cerca de la demanda industrial tanto para ingredientes como para productos terminados, ya que no existe una definici�n concreta en el comercio internacional. Sin embargo estudios realizados por la consultora Organic Monitor, muestran que el mercado de la cosm�tica natural est� creciendo a un ritmo del

  2. RELATIONSHIP MARKETING - factors affecting customer satisfaction

    understanding customer expectations through research, complaint analysis, customer panels 2. increasing direct interactions between managers and customers to improve understanding 3. improving upward and downward internal communication For closing Gap 2 it is imperative to establish the right service quality standards by: 1. communicating and reinforcing customer-oriented service standards 2.

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