Satisfied customers are important to Boots. If Boots can keep its customers satisfied, it is more likely to be successfu

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Customer service and Consumer protection

Satisfied customers are important to Boots. If Boots can keep its customers satisfied, it is more likely to be successful. From Boots the customers expect good service from the staff. They also expect the shelves to be fully stocked all the time and they expect competitive prices. It is not always easy for businesses to judge how satisfied their customers really are. So they use a range of techniques to measure customer satisfaction.  Customers need a full service from boots where they are open all day and all week, the customers’ need Boots to have in stock all their medicine needs from sore throat sweets to cod liver oil to fade scars. Boots also supply cosmetics such as make-up and deodorant. Customers expect a good after-sales service this might be;

  • Replacing faulty goods immediately or repairing them. Good after sales service might make customers feel more confident about buying a product. Boots require a receipt, If this is given to the till operator they will give a refund or our money back. This does of course depend on how long ago the product was purchased.
  • Providing competitively priced products so that customers feel they are getting value for money. Boots have recently invented the advantage card; with this card with every pound spent you earn points which you can spend on other products of your choice.
  • Offering help when customers are buying a product by providing product information. This might be help from a sales assistant who can explain the variety of products available. Boots as I have found out are very keen on this aspect of their company and their customer’s welfare. One of their main aims of last year, as stated by their Boots PLC website, was to respond to customers needs 50% quicker, this was achieved and smashed with the staff responding 60% quicker.
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Boots uses customer service to compete with other leading chemists like Superdrug by helping at every corner of their store. I visited the store in Tamworth at the weekend to purchase deodorant when I went into the store it was hard to find what I wanted because they had rearranged the store since I last visited. They do this to get the customers to go around the store looking for what they wanted hoping that the customer would see something else they might want to purchase. I couldn’t find the section on deodorant so I went to the till ...

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