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Customer Needs

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Customer Needs In order to satisfy customers and to gain repeat business, it is essential that Morrisons satisfies their customer's needs. Morrisons do this by providing the best customer service possible and offering customers with their wants and needs. By providing the best services for customers will align to high profits and a well-known and liked business for Morrisons. This will gain customer loyalty and ensure that they shop repeatedly at Morrisons. The different customer's needs are: * * product information * after sales service * response to queries * range of products * refunds and exchanges * response to complaints * response to orders * signs and advertising. PRODUCT INFORMATION Product information is demanded by customers because they want to gain an awareness of what they are buying. Product information is vital because it informs customers of what products consist of and also how to set up appliances. Product information is important for customers when they purchase electrical appliances. For instance, if a customer was to purchase a TV, they would need information which notifies the customer on how to use the appliance and what this appliance does as well as stating how to connect the TV in the right way and informing what the different buttons on the remote control does. If there is no product information, customers could be distracted because they may become wary to spend their money. ...read more.


Morrisons want to keep their customers happy so that they are satisfied and come back for repeat business. Even if Morrisons loses money, they will still allow customers to exchange goods in order to keep their customers happy and to ensure that they continue to shop ay Morrisons. RESPONSE TO QUERIES Another important customer service is response to queries. Customers want information regarding a wide range of topics. Customers want a quick, efficient, accurate service otherwise they will become distracted. Morrisons have a large helpdesk adjacent to the entrance. There is friendly customer service available here. The staff provides the solution to customer's problems. Customers can also ring in. Customers want a quick reply. Sometimes the staff at the customer service help desk can not provide an answer to customer's queries, so customers are given a time scale when they would be either rung back or may have to ring the customer's service desk back. If for instance, a customer purchased a Hi-Fi system which did not contain an information booklet like stated. The customer would inform Morrisons customer services who must reassure the customer that they will deal with the problem. They will send the booklet within the time scale informed. RANGE OF PRODUCTS It is vital that Morrisons offers a wide range of products. This is so that customers can choose from a variety of products so they can select a product that satisfies them. ...read more.


Morrisons need to reassure this customer that they will deal with this problem by selling trousers in more sizes. RESPONSE TO ORDERS Although Morrisons do not provide online shopping, it is likely that they will have to respond to orders. For instance, if a customer wants to buy a Heinz Baked Bean can and they were all out of stock, Morrisons will tell the customer when they will order more cans. The customer expects the order to be placed quickly and will want to see the baked beans in the Morrisons store quickly and within the time scale Morrisons had informed. SIGNS AND ADVERTISING Morrisons advertise on television, billboards, leaflets through the post and in shop windows. They make customers aware of the products they offer and highlight what the bargains are e.g. buy one get one free. Around the Morrisons store there are signs indicating where products can be found which makes it easier for customers to shop. Hanging from the ceiling and are clearly visible are signs that informs shoppers of the different sections e.g. groceries, health & beauty and home & leisure. Under the names of the different sections are headings e.g. tinned foods, baby products and videos. This is so that customers know there way around the store and can quickly and easily locate products without spending a lot of time any experiencing any difficulties. ?? ?? ?? ?? Customer Service Task 2 Part A Unit 10 ...read more.

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