Internal Customers Essay

The wad in this plane section carry to know what deliveries argon to be make and what products argon to be delivered.Staff OfficeThe Human Resources plane section acquire to know hours worked by employees and if there are any positions to be filled.Staff TrainingThey need to know which members of the section willing need training and which areas need to be covered in the training exercises.Cash OfficeThe cash pipal table service needs to know what movements were made at all the tills in the department and how much money there is in the tills at the close of the working day. This is so they freighter tally up the wareho uses figures and calculate how strong the shop has performed on that particular day.CCP ( node Collection Point)Many goods are hoard from the shops CCP such as microwaves. The hatful at the CCP need to know what is creation collected and the transaction issue forth so they batch tie up the paperwork, customer and the goods.Service DeskWhen custom ers ready a difficulty with an appliance they stupefy to go through the service desk so the large electrical department has to lose knowledge from the service desk regarding the outcome for instance an appliance whitethorn sustain to be replaced.The large electrical department already employs a number of different customer service techniques to support ameliorate the running game and efficiency of the department, which as well as importantly improves the relationship with the customers. There are nonetheless do when these strategies dont work the government agency that they should and customers stop conk dissatisfied with the level of service that they feel they are receiving.Here are almost examples of techniques that have latterly been introduced in the department to help improve customer services.When staff join the biggish Electrical department the mustiness complete questionnaires to ensure they understand procedures that are carried out in the department. A copy of which brook be found in appendix 1. The launch of Ticketing system for waiting customersThe department recently introduced a fairly wide but effective ticketing system so that customers are served at the reject time instead of customers just grabbing a selling Partner when they see one that is free.When a customer enters the department they are now greeted by the customer service manager who stands at the client Service Podium. The client Service Manager gives the customer a ticket with a number on it and records down on the copy of the ticket that the manager keeps some details.These areThe customers name.This creates a personalised service when the sell partner approaches the customerWhat they want help on.This is so the customer Service Manager butt send over the right Selling Partner with the right knowledge.A brief description of the customer.The description helps the Selling Partner identify the customers easily.When a selling Partner becomes free they must repor t back to the pulpit where the manager will hand the Partner the ticket of the next customer to be served.This system is much improved from the former 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 peck may not have been flummox on in the prepare show that they arrived in the department.When speaking to the Customer Service Manager of the queen-sized Electrical department to enquire how successful the red-hot system had been I was excessively informed of the one study problem there had been with it.The problem was that when a customer as well ask a ticket they would ask how many people there were before them. If the number was fairly high, for instance five people then it would put people off waiting. It was then up to the Customer Service Manager to reassure the customer that it wouldnt be too immense.I also learned that on leaving the department previous customers who were use to the old system commented on how much better they thought the new system was.The Introduction of Electrical Telesales at WatfordAbout dickens years ago the Branch opened the Electrical Telesales Department, which is part of the Large Electrical Department. The team up is based at the branches warehouse, which is down the road from the workshop at Greatham Road. It is all linked telephonically and by computer to the main store. Customers can earpiece telesales and place orders for large electrical appliances over the phone by calling the store on 01923 244 266 and connecting to reference book 4880.This service is very trained for many customers as they will often come into the store and get information on various appliances and then go home to let out that it will fit in the desired space. They can then phone up and order it over the phone by point of reference or account card to save them do another trip into the store. about p eople that have done research on the internet or another media will also use telesales to save them having to come into the store at all, especially people that have very busy lives. It is also designed to appropriate some of the pressure off the existing department so that more time can be spent with all(prenominal) customer in the store.On average there are hexad partners manning the phones down at telesales. Which isnt really enough as they are also share with the Television and Audio department. So customers are put on hold, which can be for quite a long time, which frustrates the customers. Pre put down messages are randomly played to the customers to reassure them that their call is important and will be answered by the next available partner. The telephonists can tell how long a customer has been waiting, and they will answer in a way that will reflect the length of time the customer has waited.Other problems with the telesales team are that there is a weak communication f commencement amongst the actual department and telesales. This means that mis expects can be made by telesales as they havent received information on changes made in the Large Electrical Department which in turn can have an affect on the customers.An example of this was when EU legislation can into place saying that the collection of old infrigidation can not be continued because of the gasses inside. Telesales werent informed of this and continued to arrange for refrigeration to be taken away. When the deliverymen told customers that they couldnt take away the old refrigeration this angered customers who had prepaid the 9 collection charge.These 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 major success as figures shown in the Annual General Meeting showed an increment in Large Electrical Goods with a major percentage sacking through the telesales team.This is the information flier that is handed 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 year warranty and Never Knowingly Undersold motto.Ways of paying at thaumaturgy LewisThe use of credit cards at John LewisUntil recently John Lewis didnt 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 apply 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 entertain.However to give the customer more flexibility John Lewis introduced the use of Credit cards in the Partnership. One of the main reasons for allowing this take place was because of where the transaction fee would go.From 5 November 2001, all card payments with the exclusion of the John Lewis and Waitrose Account poster, are processed for you by John Lewis Card Services Ltd for a 2.5% fee included in the cost of your purchase. The equalizer is paid to John Lewis plc. The total amount you pay is the same heedless of the payment method.Source taken from http//www.johnlewis.comThe 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 retain by John Lewis. This means that John Lewis dont eject 2.5% of the sale that they have made but keep it as profit.This strike has meant that more customers are attracted to coming into the stores and paying by plastic, which many people prefer to do.However there is one card that John Lewis stock-still doesnt 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.These 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 placementThe introduction of the computerised ordering system a year ago has changed the looking at 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.The new system meant that orders could be processed a lot quicker as paper work didnt 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 reserve goods for longer periods of time, place an order for delivery in a nother 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.Each customer gets a reference 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 nerve-racking 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 using 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 take difficult situations. All selling Partners are also trained in dealing with problems but the CSM is there as someone with higher authority.