John Lewis customer service case study
Table of Contents
INTRODUCTION 1
1. The success of John Lewis in keeping customer satisfaction 2
2. California Fitness & Yoga Centers Vietnam - A real example of bad practice of customer service 3
2.1. About California Fitness & Yoga Centers Vietnam 3
2.2. California Fitness & Yoga Centers Vietnam’s customer service problems 3
2.3. Causes of bad customer service 4
2.4. Recommendations 5
3. Conclusion 5
4. References 6
INTRODUCTION
Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. Good customer service is all about bringing customers back. Due to intangibility, the customers can’t feel the service, and thus causes lack of confidence of customers to the services. Therefore, the business should ensure that they provide a good, nice, friendly and professional service to the clients. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue. Customer service is an extremely important part of maintaining ongoing client relationships that are keys to continuing revenue. For this reason, many companies have worked hard to increase their customer satisfaction levels. In contrary, there are many companies want to get profit fast then abandon their customers or only provide poor customer care services. John Lewis, a chain of upmarket department stores operating throughout Great Britain, is a very illustrative for brilliant customer service. This assignment is going to point out their key of the success in keeping customer satisfaction as well as analyze a real example of bad practice of customer service, specifically, the California Fitness & Yoga Centers Vietnam and issue recommendations for the company to improve their customer service.
INTRODUCTION 1
1. The success of John Lewis in keeping customer satisfaction 2
2. California Fitness & Yoga Centers Vietnam - A real example of bad practice of customer service 3
2.1. About California Fitness & Yoga Centers Vietnam 3
2.2. California Fitness & Yoga Centers Vietnam’s customer service problems 3
2.3. Causes of bad customer service 4
2.4. Recommendations 5
3. Conclusion 5
4. References 6
INTRODUCTION
Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. Good customer service is all about bringing customers back. Due to intangibility, the customers can’t feel the service, and thus causes lack of confidence of customers to the services. Therefore, the business should ensure that they provide a good, nice, friendly and professional service to the clients. The essence of good customer service is forming a relationship with customers – a relationship that that individual customer feels that he would like to pursue. Customer service is an extremely important part of maintaining ongoing client relationships that are keys to continuing revenue. For this reason, many companies have worked hard to increase their customer satisfaction levels. In contrary, there are many companies want to get profit fast then abandon their customers or only provide poor customer care services. John Lewis, a chain of upmarket department stores operating throughout Great Britain, is a very illustrative for brilliant customer service. This assignment is going to point out their key of the success in keeping customer satisfaction as well as analyze a real example of bad practice of customer service, specifically, the California Fitness & Yoga Centers Vietnam and issue recommendations for the company to improve their customer service.
References: California Fitness & Yoga Centers Official Website (2012). OUR STORY WHO WE ARE - CALIFORNIA FITNESS & YOGA IN VIETNAM John Lewis – a customer service case study Turban, Efraim (2002). Electronic Commerce: A Managerial Perspective. Prentice Hall Tạp Chí Thể Thao (2012). Tập thể thao “kiểu VIP”: Người giàu cũng khóc. Hong Mai