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Customer Service - Monsoon.

Extracts from this document...

Introduction

`Customer Service Part 1 Monsoon is a retailer of clothes for women and children; it also sells home accessories and jewellery. Monsoon meets the needs and expectations of its customers by providing them with product range such as evening wear, day wears, nightwear, party wears, casual wear, formal wear etc. Choice of colours, different sizes for different age groups, choice of different payment methods and changing facilities etc. They also provide a safe shopping environment for their customers. The ways that return service is provided in Monsoon is that they make sure that their return service is as quick and effective as possible. The website that Monsoon has setup for its customers ordering service is assured to be safe and well protected against card fraud. Individual service is given the utmost importance as they are given the best service Monsoon has to offer. Also when returning a product that is unsatisfactory then gift vouchers can be issued at an equal value of that product. Gift vouchers can also be purchased for money. One of the primary needs of consumers is that they should be treated in a fair way. Monsoon provides its customers with all the best possible services and treats all its customers fairly and equally. Different consumers of Monsoon have different kinds of needs and expectations for example; Deaf people would want their staff to use sign language as a mean of communication. Some foreign types of customers could have needs such as important signals being translated in languages other then English such as EXIT. Disabled people also want Monsoon to provide them with automated doors, assistance, sign language and ramps made available for them. Monsoon provides disabled customers with all the best possible services and always tries its best to improve its services for them. The ways in which customer requirements are actually met are in many ways. Terms of physical product it is that if a customer is holding an item of stock, a member of staff must always approach and offer assistance. ...read more.

Middle

There are three main bodies such as The Office of Fair Trading, Competition Commission and Trading Standards Office that have their own particular role in these laws. The role of The Office of Fair Trading is to refer the cases to MMC for investigation under the director general of Fair Trading (DGFT), this office has been given all the responsibilities for overseeing all the policies which relate to competition and consumer protection. They will also examine the local and the national monopolies. The secretary of state for trade and industry could also refer monopolies in the area of labour practices to the MMC. Office of Fair-Trading has been given the power to investigate any anticompetitive behaviour by firms such anticompetitive behaviour may come in the form of high levels of spending on promotions. This will raise costs within an entire industry and will therefore as a barrier to prevent any other firms from entering the market. Competition Commission: - The Competition Commission replaced the MMC on the first of April 1999.this commission is split into two sites, which are as follows: * The supporting site book for the former MMC role, which is to report and analyse on the matters such as weather or not a particular monopoly, proposed merger or anticompetitive practice is for the publics up most interest. * The second half of this is the appeal side that hears appeals against decisions made under prohibition provisions of the new Competition Acts 1998. Customer Service Part-3 Every organisation has its own way of communicating with its customers. They do this by using the Internet, telephone, letters, one to ones and the accounts. When an organisation sets up a web site and e-mail service so that orders could be processed upon it. On the website clients can also find out product information and store information. They will also be able to write off complaints. ...read more.

Conclusion

In the fourth step Monsoon analyses the information using a wide range of technique including number crunching and other forms of systematic analyses. After this Monsoon will establish new internal standards to communicate these standards across the whole organisation and therefore to create a whole new benchmark for the entire industry. Monsoon also makes sure that all clothes are set in one particular fashion, particular number of rows and in corresponding styles. They also do a quality check on clothes before they are put out on the shop floor to check if they are faulty or they might not meet customer satisfaction. They also monitor the performance of the staff by using customer complaint forms. When buying from its suppliers all products are checked and assured to be full satisfaction for the customer. They would also check at the arrival of the delivery to check if the right amounts have been received and of the standards they are required to be. Then information is passed on to the shop from where it is then sent to head office to be further assured. When head office understands that their products meet satisfaction, and then they hire an independent researcher to certify their authentic of their quality of clothes, this is then put on the shop floor so customers can clearly see that they are buying clothes of high standard. They could cut down the time it takes for them to access their information so that they could quickly, thoroughly improve the problems that they already have. The head office can also take information from suppliers so that if the problem is a supplier itself then this can be dealt with much more quickly and efficiently then having to wait at the end of the chain. This would save money, time and resources so that the company can use this to better services. Monsoon should also use quality circles to determine the level of quality so that they can improve the quality of their service. ...read more.

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