John Lewis Customer Service Case Study

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John Lewis is a very popular department store company located in many places throughout the United Kingdom. It was founded in 1864 by a person named John Lewis and has been running very successfully for many years. There are 46 stores throughout England, Scotland and Wales. John Lewis has over 38,000 employees and the business is well known for the great customer service it provides for its customers. John Lewis offer a click and collect service for online purchases which is available seven days a week from John Lewis shops or customers can pick up their order from a local Collect outlet.
Laws that John Lewis must follow
All businesses in the United Kingdom such as John Lewis have to comply with all legal and regulatory requirements in order …show more content…
Dealing with enquiries
When dealing with enquiries from customers, the workers need to ensure that they are calm and polite. The workers need to also ensure that they have a good understanding and a lot of knowledge about all the products that John Lewis sell. This is so that the workers can help their customers with any product and so that they are able so solve issues with most products. Also, if a worker is unable to assist the customer with an issue, they need to ensure that they refer them to a different department that will be able to help the customer.
Answering the telephone
When a John Lewis worker answers a call from a customer, they need to ensure that they greet the customer politely and ask them politely about the issue or problem that they are facing. Also, the worker should allow the customer to speak and give them as much time to explain their problem. Furthermore, the worker needs to ensure that they ask appropriate questions to get a suitable solution for the customer’s …show more content…
It also ensures that the customers feel safe within the business. Customers become satisfied when the organisational procedures are met and if customers are satisfied and their expectations are exceeded they become loyal customers and this will benefit John Lewis as their customers will continue to return to the same business and they will recommend it to their friends and family which is also known as word of mouth reputation and it makes the business more popular as more people will know about how good John Lewis is. Providing excellent service turns people into satisfied customer’s and it means that the organisation’s reputation is made better, which will help it become
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