PC World has been changing throughout the past years; however, the compnay also change their service and provided a better customer services because a good customer service allows the business to gain and keep their customers, if a customer is pleased, they are likely to buy from the business again and could tell their friends and family and loyalty. If they are happy with the businesses service (PC World) then they could remain loyal customers for several years and while the company is growing and changing the consumers will be there to assist for example purchase more goods and become more loyal. PC World also used the media to illustrate their changes and all the media coverage could again add to the gaining of more customers.
The benefits for the PC World having improved it customer service and also changed the selling techniques of PC World’s, staff have also changed to cope with these developments. The customer service aspect at PC World has also evolved to deal with the advances in technology. PC World also insured that they must provide advance customer service because if the businesses reputation is good then PC World can gain and retain customers easier.
If staff understand what the customers want, and if they are 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 PC World compete with other electrical retailers and aim to come up on top.
If PC World 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 PC World 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 things like refunds, guarantees, repairs, queries, deliver services, giving advice and providing information.
Nowadays with ever advancing technology, businesses like PC World 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 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, and clean interiors add to a good customer service. Customers would rather buy products and shop in a clean and healthy environment.
The PC World’s 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 help lines.
Good customer service is basically all about bringing PC World’s customers back and about sending them away happy and happy as much as necessary to pass positive feedback about PC World and its changes. PC World wants to have good customer service and the company is ensuring that they provide the right customer services to actually manage and cope with the changes. For this reason PC World has ensured following:-
- Answer the phones- if a customer calls it is crucial to answer the call because it can be important such as complaints.
- PC World doesn’t make promises unless it will keep them. Reliability is one of the keys to any good relationship, and good customer service is no exception
- Listen to customers.
- Deal with complaints.
- Be helpful - even if there’s no immediate profit in it.
- PC World also trains their staff to be ALWAYS helpful, courteous, and knowledgeable.
- Throw in something extra.