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Customer Service. The aim of this project is to assess the customer service of an organisation of my choice; therefore, I have chosen Ikea.

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Introduction

Customer Service Lecture: Miss Michelle Cox Introduction The aim of this project is to assess the customer service of an organisation of my choice; therefore, I have chosen Ikea. IKEA is a furniture retailer with a difference. With around a 100 giant stores operating in over 15 countries world-wide it has managed to develop its own special way of selling furniture which seems to impress customers of all nationalities. IKEA customers typically spend between one and a half and two hours in the stores - far longer than in rival furniture retailers. An important reason for this is the effectiveness of the way it organises its stores - all of which are the same in most important respects all around the world. The design and philosophy of its store operations go back to the original business which was started in southern Sweden by Ingvar Kamprad in the 1950s. At the time Mr Kamprad was successfully selling furniture, through a catalogue operation. In response to customer requests to be able to see some of his furniture, he built a showroom in Stockholm, not in the centre of the city where land was expensive, but on the outskirts of town. Instead of buying expensive display stands, he simply set the furniture out more or less as it would be in a domestic setting. Also, instead of moving the furniture from the warehouse to the showroom area, he asked customer to pick the furniture up themselves from the warehouse. ...read more.

Middle

* May be difficult to arrange. * May be confrontational if there is bad news to communicate. * Employees may hear everything that is said or may misunderstand something. Memo * Written, so can be clearly stated. * Subject to personal interpretation. * Takes tome to photocopy and send out. * May take time to reach all employees if sent to their home addresses or via work postal system. * Does not directly permit the asking of questions, so may need a fellow-up meeting. * May not be possible to see whether someone has read it or not. Email * Fast to use * Immediate response is possible. * Receipts can be issued to show that it has been read. * Can include links to relevant information and other media, e.g. video clips. * May be too informal, depending on the information to be communicated. * May not be accessed by employees who dislike e-mail. * May be easily forwarded to people outside the organisation, which may not be appropriate. * May be ignored by employees if this method is used very often. Text message * Fast. * Easy to use. * To the point. * Brief, so may not be able to communicate enough information. * Only useful if everyone has access to a mobile phone. * Can seem too informal if serious information is being sent. Company Newsletter * Room to include lots of information in an attractive glossy format. ...read more.

Conclusion

The only way to ensure long-term growth is to increase the number of loyal IKEA customers. * Good and improve customer service encourages existing customers to visit the IKEA stores again and again - and it increases the chances that they will recommend that IKEA stores to their friends and families. * Good and improve customer service means more customers, who each will buy more products or service and so the organisation will increase sales and profits and keep coming back. * Good and improve customer service also means the IKEA stores has to provide service for more and more customers every year. * Good and improving customer service, consumers will be persuaded in purchasing more goods as the level of service is much better and more appealing. Customers will be able to step away from the shadows and feel more confident to ask a member of staff rather than just standing around and waiting for a staff to come to them. By delivering customer service the IKEA Way, co-worker can deal with the increasing demand and ensure that the IKEA offer is available to as many people as possible. ?? ?? ?? ?? This document was downloaded from Coursework.Info - The UK's Coursework Database - http://www.coursework.info/ This document was downloaded from Coursework.Info - The UK's Coursework Database - http://www.coursework.info/ This document was downloaded from Coursework.Info - The UK's Coursework Database - http://www.coursework.info/ This document was downloaded from Coursework.Info - The UK's Coursework Database - http://www.coursework.info/ ...read more.

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