Customer service of a business - Business - Dixons Group P.L.C (including the high street stores Dixons, Curries, P.C world and The Link.)

   The benefits for the business having customer service is that if the businesses reputation is good then Dixons can gain and retain customers. If staff understand what the customers want, and if they’re helpful and provide an effective service it benefits the business and the staff. If the business knows what their customers want then this can help Dixons compete with other electrical retailers and aim to come up on top.      

 If Dixons can become a good retailer and attract many customers then it can gain other customers by word of mouth, a satisfied consumer is likely to come and buy from the store again if the service they encounter was at a high standard. Also this person could then go and tell his or her friends and family about their high standard experience, allowing a good customer service to both gain and retain customers.

Also if these customers continue to receive a good high standard service then they will most probably buy from Dixons over and over again.

  The customer service doesn’t just include the after sale service but it also includes the way the staff interactive with the consumers The main functions of the customer service is to provide an after sales service, which includes things like refunds, guarantees, repairs, queries, deliver services, giving advice and providing information.

Nowadays with ever advancing technology, businesses like Dixons can use the Internet to improve their customer services. Things like email and specialised customer service websites allow customers to get more out of the business. Areas on the website such as f.a.q’s (frequently asked questions) are answered and can be viewed at the consumers leisure.  This helps customers, as they don’t need to contact the company on routine inquiries and stops the call centres from being over used and full up. All customers are protected in law, from being sold dodgy and faulty products or unsafe goods. They are also protected from unsafe practices that that would affect their health.  

Also minor things like air conditioning, bigger non-cramped stores, clean interiors add to a good customer service. Customers would rather buy products and shop in a

clean and healthy environment.

The Dixons web site offers many ways of finding information out including: delivery.

Delivery is a major part off buying the products online. Also there are sections on security issues, terms and conditions, return policy and frequently asked questions.

The website also has a ‘contact us’ section. This has many numbers that the customer can phone. Including Sales inquiries, general inquiries, home inquires and electrical help line and a spares and accessories helplines.