Table of Contents I. II. Introduction ...................................................................................................................

2 The reasons lead to success of John Lewis in keeping customer satisfaction

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III.

BEST BUY CO. INC...4

III.1 III.2 III.3 Introduction.4 Customer service failure.....4 Recommendations5

IV. V.

Conclusion6 References7

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I . Introduction
Customer services the whole activity of identifying customer needs in all their complexity, satisfying them fully, and keeping them satisfied. Customers are people who buy products and services from other people( usually companies of one sort or another). This Case Study shows John Lewis customer service and summary of what has created the success of John Lewis in keeping customer satisfaction, after that is a real example of bad practice of customer service to analysis of the causes for bad customer service in the company then some suggestions for the company to improve their customer service.

II. The reasons lead to success of John Lewis in keeping customer satisfaction
John Lewis are very well known for their brilliant customer service. He knows what customers want, which means constantly finding opportunities to listen to them, being open to feedback, and acting quickly on what they tell us, particularly if weve got something wrong to provide the best possible choice, value and service to customers. He found out by himself four basic format methods that have created success of them in keeping customer satisfaction:
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 Recognition for our Partners The efforts of our Partners have led to the Partnership being recognized in

multiple customer satisfaction surveys and awards. The survey quizzed customers about where they shopped most frequently and asked them to rate those stores in terms of range, price, convenience, quality, service, ambience, facilities and layout. In 2010, Johnlewis.com was named Best Online Retailer in an annual survey

by consumer magazine. He achieved impressive scores from a 14,000-strong panel of shoppers, topping the home and garden, electrical, baby and toddler and toys and games categories. John Lewiss partnership card credit card has also been recognized as the

top UK credit card

Acting on customers feedback Listen carefully to what customers tell and acting quickly if theyve got something wrong. In addition, they introduced name badges selling Partners to make customer service more personal.

Building accessible shops and services

Ensuring all customers can access the products by integrating the principles

of accessibility into the design, construction and operation, aiming to meet each customers individual needs, whether they need assistance due to hearing, sight or mobility issues Improving accessibility by taking reasonable steps to make it easier for

disable people to access their buildings

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 Offering value John Lewis Never Knowingly Undersold: Offering a wide range of great quality products, which are fairly priced and supported by excellent service. Waitroses Price Commitment: is the promise to bring customers quality

food that is honestly priced and represents excellent value. Waitrose is committed to keeping prices for customers as low as possible, but not at any cost.

III. BEST BUY CO. INC. 1. Introduction.

Best Buy is a multinational retailer of technology and entertainment products and services with a commitment to growth and innovation with operations in the United States, Canada, Europe, China and Mexico. The Best Buy family of brands and partnerships, which includes Audio visions, The Car phone Warehouse, Future Shop, Geek Squad, Jiangsu Five Star, Magnolia Audio Video, Napster, Pacific Sales, The Phone House, and Speakeasy generates more than $45 billion in annual revenue. Best Buys workforce consist of approximately 155,000 employees working in retail locations, multiple call centers Web sites, in-home solutions, and product delivery. (18 October 2013, www.bestbuy.com)

2. Customer service failures.

On March 29, 2012, the earning news released by the Best Buy which is lower than expected has revealed the trouble of this giant electronics retailer (18 October 2013, bestbuybusiness.com). It is said that Best buy is going to fire four hundred employees and ended up to fifty stores. The reason Best Buy is in a death

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spiral is not so much from the competition from online retailers, but because of a basic failure in customer service: Best Buy has never been the best at dealing with customer e-mails, but rather than invest in improving that facet of customer service, the retailer has decided to pull the option from its contact form on its customer service page.

A very large selection of products on shelves results in poor support for most products as the store personnel cannot keep up with knowledge requirements for such a vast number of products. Many customers come to store seeking for help to select a right product for them, and Best Buy staff fails to do it. Best buy failed to ship thousands of pre-ordered items that consumers planed to give as Christmas presents. They also failed to give timely warnings, making it the Grinch of the season. Their failure to process an order in a reasonable amount of time, irresponsible customer service representatives, and inability to explain why the order was cancelled when the item custom order is still listed as available on their website, has lead them to never shop on Best Buy's website again.

3. Recommendation
Best buy should have 1 exchange system via E-mail because web site online is not enough for a large number customer accessing at the time. BestBuy needs to have some customer service training and accountability for their phone reps, and understand that if they want to keep existing (which is doubtful already) in a competitive market, they need to stop giving customers reasons to shop elsewhere.

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Bad customer service on such a consistent basis obviously starts at the top. This has to be a culture so removed from reality that they dont know or dont care that people literally hate them. If leaders dont embrace change first, no one else will. Make the person at the entrance more of a greeter than that person is now. Teach all greeters where everything is and have them ask customers when they come in what theyre looking for. Be true greeters; smile and be friendly and inviting. That will go a long way towards establishing a customers mood when theyre walking into the store.

IV. Conclusion
Service failure can be described as an interruption of the normal course of action that fulfills a need and or provide satisfaction to the end-user. Service recovery strategies are the actions taken by a company in response to service failure. Customers have certain perceptions and expectation of the service industry and when these materialized they will complain. Service failures can determine the survival of the company. Therefore, the successful companies welcomes and encourages complains, they consider the complaining customers friends and learn from them in an effort to perfect services and build long standing relationships. A long standing relationship with loyal customers ensures the financial success of the company. Successful companies employ effective service recovery strategies. They anticipate and evaluate possible service failure and devise recovery mechanisms. They train and empower their employees to act quick, treat customers fairly, to be responsive, empathetic and assuring. They challenge themselves to produce and
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offer fail-safe services but are prepared to act on recovering and maintaining customer loyalty and satisfaction, since they are aware that regardless of how great the service quality is failure to arise.

V. References
Retail Customer Experience. 2013. Access at 18 October 2013, from www.retailcustomerexperience.com. Forum Best Buy. 2013. Access at 18 October 2013, from

www.forums.bestbuy.com Customer ervice BestBuy.com

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