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An analysis of the customer service provided by John Lewis.

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Customer Service Introduction I have undertaken a 2-week work- experience in a very successful large size business organization of John Lewis. The John Lewis store is the only store, which is located in the City Centre the store is also situated in the tertiary sector. As the store is situated in the city centre this means it is accessible to the entire city. John Lewis is also seen to be known as a department store because it sells anything from clothes to electrical, home to clothes etc. also the these departments are all seen to be under one roof. The department store consists of 4 very large sized floors split up in to departments. Each floor has between 4-7 departments. The floor that I worked on was the (LG) the lower ground floor, which held 6 departments which where home-ware, toiletries, home accessories, lighting, men's clothing, gardening and home decorating. Each department specialises in each product e.g. Home decorating- paints, wallpapers, borders, etc. Lighting department- outdoor lights, bulbs, indoor lights, wall lights etc. John Lewis provides services, which are available to the customers there are: * The John Lewis account card- this helps customers do all their shopping on the account card and pay for it later. This allows the customer to pay off the payments from the purchase slowly in small or large payments. ...read more.


The male selling partners must wear as it includes in the guidelines (main points): * Suits must be medium or dark grey, navy or black * Shits must be in white, ivory/cream (not yellow) or pastel blue * Jewellery can be worn but should be inconspicuous e.g. no more than one stud in each ear and no visible piercing jewellery other than in earlobs. John Lewis wants their partners to look smart to their customers, as-well as use the partners entrance, which is seen at the far back of the building as this one of the roles of customer service for all partners. Dealing with complaints John Lewis wants to keep their customers happy and satisfied in order to do this the business must take the complaints further e.g. making the problem right through changes which may be undertook in each of the stores departments. If a complaint is not dealt with then the business will not succeed and the customers will not feel satisfied, the customers may use word of mouth to pass the bad news on to at least 9 other friends or relatives. The John Lewis store deals with complaints fully, the procedure they take when a complaint comes through to the department is shown through my diagram: The procedure, which each department takes when a complaint is made at each department, must follow these procedures as seen above set by the business. ...read more.


Also the department is not responsible for any data lost, we advise to back up your data. The other legal constraints applying to all departments in the store is products if needed to be returned, must be returned within 28 days of purchase. Refunds or returns will not be accepted on certain items, which have been opened and used e.g. CD, DVD, Tapes etc. My experience of customer service The way I communicated with customers was in with good manner, very polite and also offering them as much information as I could. But some information or questions to answers I couldn't give as I new nothing about the product. Therefor I explained to the customer I was on work- experience and don't know much about the product. I then offered the customer if they wanted help from another member of staff. I also dealt with small complaints e.g. refund wanted or exchange etc. In most cases I apologised to the customer for the faulty goods and asked them if they would prefer a full refund or an exchange. In some cases I offered the customer with a free tea or coffee voucher for apologies from the department, which the customer was happy with. I gave a refund to the customer because a refund has to be given on a faulty product. But refund can't/ doesn't have to be given after a purchase on the product of 28 days. ...read more.

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