'Internal Customers Essay\r'

'The stack in this surgical incision adopt to know what deliveries be to be made and what products argon to be delivered. Staff Office The Human Resources get out ingest to know hours worked by employees and if in that location ar every positions to be filled. Staff Training They requirement to know which members of the man will need train and which aras need to be c everyplaceed in the culture exercises. Cash Office The cash turnedice inescapably to know what transactions were made at every the tills in the plane section and how often m iy there is in the tills at the end of the working day. This is so they backside t everyy up the pedigrees figures and see how salutary the shop has per imageed on that particular day.\r\nCCP (client Collection Point) some goods argon amass from the shops CCP such as microwaves. The spate at the CCP need to know what is being collected and the transaction sum up so they fag get married up the paperwork, node and the goods . attend to Desk When nodes assume a job with an appliance they require to go wear upone the do desk so the monstrous electrical department has to get training from the service desk regarding the outcome for eccentric an appliance may fall in to be replaced.\r\nThe large electrical department already employs a bet of different guest service techniques to booster improve the running and efficiency of the department, which as well importantly improves the affinity with the clients. There ar however occasions when these strategies don’t work the way that they should and clients ignore engender dissatisfied with the level of service that they feel they atomic list 18 receiving. Here be some examples of techniques that have of late been introduced in the department to help improve guest work.\r\nWhen staff join the Large galvanizing division the must complete questionnaires to ensure they understand procedures that are carried out in the department. A copy of which tolerate be found in appendix 1. The understructure of Ticketing musical arrangement for waiting customers The department recently introduced a fairly simple and effective raging arranging so that customers are served at the correct era instead of customers just grabbing a selling companion when they see one that is salve.\r\nWhen a customer enters the department they are now greeted by the customer service charabanc who stands at the customer Service Podium. The Customer Service conductor gives the customer a ticket with a number on it and expresss down on the copy of the ticket that the manager keeps some details. These are: The customers name. This creates a personalised service when the sell abetter _or_ abettor approaches the customer What they want help on.\r\nThis is so the Customer Service private instructor suffer send everyplace the right Selling mate with the right knowledge. A brief description of the customer. The description helps the S elling Partner identify the customers easily. When a selling Partner becomes free they must report back to the podium where the manager will hand the Partner the ticket of the near customer to be served. This system is lots meliorate from the foregoing queuing system, which involved the Customer Service Manager patrolling the floor and recording customers name down on a list. This meant that the Manager was never in one place and bulk may not have been put option on in the correct b every(prenominal) club that they arrived in the department.\r\nWhen speaking to the Customer Service Manager of the Large Electrical department to enquire how sure-fire the new system had been I was in addition inform of the one major problem there had been with it. The problem was that when a customer took a ticket they would expect how more people there were before them. If the number was fairly high, for instance five people thusly it would put people off waiting. It was thus up to the Cus tomer Service Manager to reassure the customer that it wouldn’t be too long.\r\nI also learned that on leaving the department previous customers who were personad to the old system commented on how much better they thought the new system was. The opening of Electrical Telesales at Watford About two eld ago the Branch undefended the Electrical Telesales department, which is part of the Large Electrical Department. The police squad is based at the branches storage warehouse, which is down the road from the store at Greatham Road. It is all linked telephonically and by computer to the main store. Customers can promise telesales and place fixs for large electrical appliances over the phone by calling the store on 01923 244 266 and connecting to university extension 4880.\r\nThis service is very handy for many customers as they will often come into the store and get information on various appliances and then go home to check that it will equalise in the desired space. They can then phone up and install it over the phone by acknowledgment or account bank bill to moreover them making another trip into the store. Some people that have done research on the mesh or another media will also use telesales to save them having to come into the store at all, oddly people that have very busy lives. It is also designed to repel some of the pressure off the actual department so that more fourth dimension can be spent with each customer in the store.\r\nOn average there are six partners manning the phones down at telesales. Which isn’t genuinely enough as they are also package with the Television and Audio department. So customers are put on hold, which can be for kind of a long time, which frustrates the customers. Pre recorded messages are randomly vie to the customers to reassure them that their call is important and will be solveed by the next available partner. The telephonists can ordain how long a customer has been waiting, and they will answer in a way that will job the length of time the customer has waited.\r\nOther problems with the telesales team are that there is a weak communicating flow between the actual department and telesales. This intend that mistakes can be made by telesales as they haven’t received information on changes made in the Large Electrical Department which in turn can have an restore on the customers. An example of this was when EU legislation can into place saying that the charm of old refrigeration can not be continued because of the gasses inside. Telesales weren’t informed of this and continued to arrange for refrigeration to be taken apart. When the deliverymen told customers that they couldn’t take away the old refrigeration this angered customers who had prepaid the 9 collection charge.\r\nThese mistakes are usually dealt with by offering a goodwill gesture for inconvenience and where appropriate a refund. On the whole this venture has proved to be a ma jor success as figures shown in the Annual General Meeting showed an increase in Large Electrical Goods with a major share going through the telesales team. This is the information flier that is reach out to customers when visiting the Department if the wish to order over the phone. It give the phone number and extension number as well as a little information on the different services that they offer such as the 2 division warranty and Never Knowingly Undersold motto.\r\nWays of paid at John Lewis The use of credit tease at John Lewis Until recently John Lewis didn’t accept payment for goods by any credit card. This was to avoid paying the transaction fees to the banks that is added on when a customer pays exploitation EFT (Electronic Financial Transaction). Apart from this customers were quite prepared to pay for any goods purchased using a John Lewis or Waitrose Account card that offers a low rate of interest.\r\nHowever to give the customer more flexibility John Lewi s introduced the use of cite cards in the Partnership. One of the main reasons for allowing this take place was because of where the transaction fee would go. â€Å"From 5 November 2001, all card payments with the exception of the John Lewis and Waitrose Account Card, are processed for you by John Lewis Card service Ltd for a 2.5% fee included in the cost of your purchase. The balance is paid to John Lewis plc. The total meter you pay is the same regardless of the payment method.”\r\n inauguration taken from http://www.johnlewis.com The transactions fee that would normally have to be paid to the bank on any transaction that take place in either the department stores or Waitrose using EFT is retained by John Lewis. This means that John Lewis don’t loose 2.5% of the sale that they have made notwithstanding keep it as profit. This move has meant that more customers are attracted to coming into the stores and paying by plastic, which many people prefer to do. However t here is one card that John Lewis still doesn’t accept and that is American Express. This is because of the extremely high level of interest that is associated with this form of payment. John Lewis would still have to pay part of transaction fee if this card was used.\r\nThese methods of payment can also be used to purchase over the phone using the stores telesales teams and via the Internet. This has all been designed to help create an easier way of shopping for it customers and improve customer services. Computerised Ordering System The introduction of the computerised ordering system a year ago has changed the face of the department and the way things are done, within the department. It was also a major turn around for the standard of customer services offered by department.\r\nThe new system meant that orders could be processed a big bucks quicker as paper work didn’t have to be sent via the post and orders we received at the warehouse instantly. A lot more options have been opened with this new system, all to the customers advantage, as well as making the whole ordering process a lot easier for the Selling Partner. Customers can now accommodate goods for longer periods of time, place an order for delivery in another part of the country and a lot more. Queries and problems can also dealt with by keeping record of points raised on the on the notepad of the actual order on the system so issues are dealt with much more effectively.\r\nEach customer gets a denotation number when they place an order so information can be recalled instantly from the system should the need arise. The quicker service makes buying Large Electrical goods less stressful meaning customers go away from the department happy with the level of service they have just received. There have, however been a number of occasions when the system has gone down causing absolute chaos in the department as all orders have to be placed manually which is much more time consuming than us ing the computers. This angers customers who expect a reliable system then works quickly and effectively. With these events the need for the Customer Service manager pays off, as they are someone who can defuse difficult situations. All selling Partners are also trained in dealing with problems but the CSM is there as someone with higher authority.\r\n'