John Lewis customer service case study

1710 WordsJan 29, 20157 Pages
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…show more content…
John Lewis applies the “Never Knowingly Undersold”: Offering a wide range of great-quality products, which are fairly priced and supported by excellent service. The wide range of products means they can offer items to suit most budgets and have a certain position in the market. About Waitrose, they use the “Price Commitment” strategy, promises to bring customers quality food that is honestly priced and represents excellent value. They check price of grocery every week and provides of products at affordable prices. Waitrose is committed to keeping prices for customers as low as possible to make sure our customers are getting consistently good value for money. To sum up, the combination of best possible prices, outstanding levels of choice and customer service made John Lewis a particular compelling competitor in their field. 2. California Fitness & Yoga Centers Vietnam - A real example of bad practice of customer service 2.1. About California Fitness & Yoga Centers Vietnam In 2007, California Fitness & Yoga became the first and largest international fitness company to open in Vietnam. It is a 5-star VIP gym with international standards, modern equipment and professional coaches and many other high class services. After 5 years building reputation with 5 branches in Hanoi and Ho Chi Minh City, earned huge profit, they are gradually decreasing their rank and loss customer’s trust. 2.2. California Fitness &
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