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Introduction in DebenhamsDebenhams has been around for a long time they have history traced all the way back from 1778.Debenhams have over 240 stores across 27 countries and they are also online as well. Just one store had made a big profit ?1.36 billion (US$2.29 billion) (1990) that’s just in one year. Showing to us that Debenhams are a very successful business.in 1998 was when Debenhams had come to the uk and they have slowly been growing to many more countries.Eight principles of customer serviceThe importance of customer service is very high if your customer service is not up to scratch you will face consequences. If you’re not meeting customer needs then you will lose business. Also, you will not get good reviews so there for new people will not try your store resulting in a loss of sales. The first principle of customer service is greeting the customer. Greeting the customer normally would happen with in the first 5-10 minutes of being in the store. Greeting the customer is very important yet so effective. It makes your customers feel as if they are welcome. In effect of this they are more than likely to stay in the store resulting in buying more items. Not only do they stay in store they have more of a chance of returning maybe bring a family member or a friend. Making more sales which then will make more profits.in Debenhams customers are normally greeted when they are walked into the store. There first impressions of the store would make them feel welcome. In Debenhams when you go into all the different departments they will greet you in their own special ways. Not only should customers be greeted in the store they also should when shopping online. This could be done by having pop ups offering them some money off. Also they can send them emails telling them when sales and deals are going on. Debenhams do this well. They offer free delivery. The second principle of customer service is interacting with the customer, this can be done in many different ways in store and online. In Debenhams store they use eye contact and this is key as you are showing the customer that you have acknowledged them and you are happy to help their needs. Also, in Debenhams a member of staff process you to ask you if you are looking for anything or would need any help this is good as the customer can then feel like they could ask you for help therefore would buy more items. Online Debenhams interact with the customer buy offering you free delivery so that you can get the items the same price as being in the store so therefore you will order off of the website more as it is 24 7days a week it never shuts. Also Debenhams provide a live chat so that if you have any queries about an item or anything you can talk to someone about it also boosting sales. The third principle of customer service is building a rapport is to have well trained staff. Debenhams have a very good rapport with their customer as they have the different departments so the staff know about what they are selling so they can give a good information on the items. Debenhams will do special offers to the regular customers to shows that there custom is appreciated. Debenhams will let you return your item if they are not what they was expecting this makes Debenhams good as they are believing the customer making them feel special. Online they will give you an account where you can buy now pay later so that you will buy more items and will order more as it is nothing to post the item back. The forth principle of customer service is identifying customer needs can be done in so many different ways. Debenhams do this by having free Wi-Fi this is good as they would be able to go on the website to look for the item they saw from home. Toilets as when you are shopping and you need a toilet you don’t have to leave the store maybe if the customer leaves they wouldn’t return. Debenhams have a café so that you could sit your children down and husband and you could go shopping while they are eating. The fifth principle of customer service services and facilities there is many different ways for this to be done! Debenhams have good services and facilities, they have a café, toilets, changing rooms, shopping baskets, online ordering and there are many more this is good as it shows that Debenhams care about the customers’ needs and want to get there customers on their side and help their business make profit.The sixth principle of customer service is encouraging feedback from customer this is very good as you can improve on how you work to satisfy the customer needs. Debenhams encourages there customer feedback with online reviews this shows that they care about what they have to say. Also, Debenhams when you go and pay for your items they ask to if the staff in the store was helpful and was they not rude? Debenhams are encouraging their customers to give feedback buy offering them a price draw of all the people that gave feedback a chance to win a holiday. This is good as they are building a rapport as well. The seventh principle of customer service is responding to feedback this is key as you have to look at the feedback that you get so you can improve the store to boost their sales. Debenhams get the managers of the stores together once a mouth with the staff to look at the feedback they have been given then they look on how they are going to sort out what they said they was going to do.The last principle of customer service is meeting legal requirements sales and supply of goods act 199 all products have to be of a satisfactory quality this means that Debenhams they have to:-The item has to be safe -the item that you get is for the item to last for a reasonable amount of time -the item should fit their intended purpose -the item should have nothing wrong with them Age-restricted products if you was to sell an item to a younger child. You would be making a criminal offence such as;-tobacco products -fireworks -videos and computer games -intoxicating substances Also, data protection is keeping the customer information safe such as address, date of birth, card details, cookies and many more it is very important as customers of Debenhams do not want their data given to others so they have to build a rapport.Health and safety Is key for Debenhams as they have to make sure that the store is safe for the customers. If the store is not safe they will not enter the store and they wouldn’t be open they will be shut down. Debenhams Customer Interaction Sales Debenhams interactions with customers buy putting new items on a stand. Debenhams put signs up in the store to interact with their customers to help there promote and help boost sales. Debenhams interact with their customers buy when they buy an item they then give them a 25% off voucher to boost sales. I walked into Debenhams and I saw that they had a sale area with lots of good deals. There was 3 for 2 deals with many others.When I was in Debenhams it was so much better as they had the cloths in sections it wasn’t all put in together. This was good as I didn’t have to ask staff where things was. I felt Debenhams interacted with me in the store as when I went to the till they asked me if I wanted to be3 signified if there were any items I many like would go into the sale. Also, I was asked if I needed anything else and did I get everything that I wanted, they was happy to help with.Also, Debenhams sell things online. They make it easy for customers by making offers page for customers to get the best deal that you can get to build a rapport with their customers. Debenhams offer a service to their customers online by offering free next day delivery when u spend ?40 online. Debenhams have special day sales and other things. I think Debenhams could improve by asking the customers as soon as they enter the store if they need help so it makes them feel like they are welcome in the store. Also, will make them stay so consequently they will buy more and boost sales to your store making more profit.QueriesCustomers of Debenhams have queries about how much items are. Debenhams will put a labels on the items to tell the customers the price of the item that they are looking at. This is good as this would boost sales as they know how much things are and don’t have to ask on wait for time to talk to someone. It’s convenient to the customers of Debenhams. Debenhams have signs in the store so customers can locate there items easy and don’t have to ask a member of staff where it is causing them to leave the store .when you are to buy an item in Debenhams there is a rarity of guarantee that you get depending on the item. In Debenhams when you go to the store in Debenhams when you pay for you item if it comes in other colours they will tell you and if they don’t have it in store they can get it ordered in for next day. Also, the staff have iPad they can look if they have it out the back. Debenhams have changing rooms for the customers to try the cloths on before they buy it also they do have personal shoppers to help them find the outfits they came for! Debenhams answer queries in store by having a helpdesk this helps customers on anything they have to ask they don’t have to walk around the store to find a member of staff. Debenhams also answer queries by having staff trained to answer questions this will boost sales and make more profit. There are also opportunities to try on the products before you buy them. This also, boost sales as they know what they are buy before they buy it. Debenhams could improve by having a digital touch screen navigator. These help customers as they don’t have to wait to talk to a member of staff. Also, they can find out the answer that they want straight away without having to worry about asking. If your customer is shy to ask they can answer it themselves.AdviceAdvice is important for both the customer and the store. The store gain advice so they can improve to then boost sales to show their customers what they want to see. This is good as it will keep your customers happy and make them come back.However, I went into Debenhams and bought a sofa with my parents. The member of staff recommended a sofa based on what we told him. This help us as we didn’t have to spend a long time in the store and also was easy for my parents to decide. The staff know a lot of information about the product so then then can give the customers the advice they need and want to know. To improve the store, I think that they should have more staff on the shop floor so it could increase sales and boost the income to the owner and also build more of a rapport with the customers. Insuring they are getting the service they need.Product information Staff should be able to ask member of staff to help them and it not to be a problem. They should be happy to help meet the customers need to have a passion for their jobs! The information on the website should be on there and descried the item and be honest. This will then make the customer want to buy the item also it many reduce the amount of complaints if you hare honest. Also it will boost the sales and trust of customer.After sales When you sell an item you can’t just get rid of the customer you have to keep them happy after the item to make them come back. The store should give you refunds as they would be happy to buy the item as they know of it goes wrong they can bring it back with no problem. Building up a rapport. Also they should have to have a service after they buy the item to show them that if they have trouble they are able to take it in to the store and they will help you set it up.it is very important as it will boost sales and will bring more people in the store. Also, it will get them good reviews bring more people into the store. ComplaintsUnfortunately, a company will have some customers that will complain in order to minimize complaints you need to follow a couple of simple steps. It’s important that staff are trained to listen and respond. You have to make sure that the customers are always right. And make sure the customer never goes out of the store unhappy make sure that you make a complaint and you make it right and fix the problem. To make the customer not give a bad review as it will make the sales of your store going down.Debenhams online store customer needs Debenhams have split the website into categorise so that you don’t have to go through the website and look at everything before they get what they want. With having it like that it is easier to use and then people will spend more money on their website as it is easier. With having the save button you can put as many items in it so then you don’t have to look through it all over it again to find what you want. With have the saved button you can just pay for the item straight away.In storeDebenhams meet expectations of different customers by offering different services, for example families are one customer type. As families are shopping, their children may need refreshments and an area to sit down. Another expectations would be a baby changing area. -62865015113000Debenhams welcomes even the youngest of customers, so Debenhams have created a VIP Baby service to provide everything babies and their parent's need to go into a store. The services are available at every store not matter where you go. In the store there is baby food for you to be able to buy when you are shopping in the store. Also Debenhams have got baby food and bottle warming facilities for anyone to use while in the store. Also they have highchairs for the children when you eat in the store eating in there café. Would be good as you can all sit down as a family. With them having baby wipes they don’t have to take it all into the store so they have more hands too look at all the clothing. With having the baby changing facilities in the toilets accessed directly from the restaurant is that you can sit down put your bags down and get a bite to eat.left22669500With having the free Wi-Fi in the store people might like an item but they do not have the right size so you can order it online. Also you would be able to give online reviews straight away.left1333500With having the personal shopper it is good as you don’t have to drag the kids around the shop you just have to go in the changing room. Also you can get a different view from another person. You have all of the cloths over to you.Customer NeedsThere are many ways to get customers’ needs and there are lots of stuff that need to do to target different types of customers and make profits. There are many types of customers that go to Debenhams. They do it very well!Male/female They do separate sections for men and women so that you make the shop a lot east to find the item that they went in to see. Debenhams have different floors, also, they have the boy’s children items all on the same floor to make it easy. They have changing rooms on all the floors In the assessment I will be looking at Debenhams and their customer service. I will plan and carry out a mystery shop. I carried out a mystery shop to get a rough idea on what the customer service was like in the store in my own view of how I was treated by staff of Debenhams. I made my own question to ask the staff to see if they would listen and respond.Also, I did a questionnaire to then get the view of other people that have been to Debenhams and see if they had got the service that I got. I made a form for the customs of Debenhams to fill in that I could then get an overall option on Debenhams.Lastly, I looked into a lot of online view to get a bigger scale on what Debenhams was like all over the world to see weather in areas it is better than others. Mystery Shop 2513330676275-476250314325Name : ________________________ Date:___________________ Location :__________________Time:________________ Gender: male female 00Name : ________________________ Date:___________________ Location :__________________Time:________________ Gender: male female Hope white right1206953-553331110412300-4953002057400Shop window first impression. Eye-catching good bad How many staff in shop floor? ____________________________Acknowledged you with a smile?Yes no What was the staff doing?_________________________________________________________________________________________________________________________________________________________First impressions of the shopWelcoming okay unwelcoming 00Shop window first impression. Eye-catching good bad How many staff in shop floor? ____________________________Acknowledged you with a smile?Yes no What was the staff doing?_________________________________________________________________________________________________________________________________________________________First impressions of the shopWelcoming okay unwelcoming -4000501266825Section A-introduction 00Section A-introduction center-57150-615315-28016500right622-2578100Section B – selling skills 020000Section B – selling skills -304800438150What question did the staff ask you? ________________________________________________________________________________________________________________________________Where the staff interested in the customer needs?Yes no Did they listen and respond?Yes no How much did they know about the product?A lot a bit nothing 00What question did the staff ask you? ________________________________________________________________________________________________________________________________Where the staff interested in the customer needs?Yes no Did they listen and respond?Yes no How much did they know about the product?A lot a bit nothing -1866122443970033401002425700right904240Were they wearing a name badge?Yes no Were they dressed professional?Yes no Did they thank you for you custom?Yes no Did they say goodbye?Yes no Overall my experience from 1-10.Excellent 1 2 3 4 5 6 7 8 9 10 bad 00Were they wearing a name badge?Yes no Were they dressed professional?Yes no Did they thank you for you custom?Yes no Did they say goodbye?Yes no Overall my experience from 1-10.Excellent 1 2 3 4 5 6 7 8 9 10 bad 374650Section C – customer care 020000Section C – customer care -8953500Section a Q1. (Shop window)When I got to the shop my first impressions of the shop window was that it was a good shop and it also was a clean shop. There was many different types and bright colours in the window and different styles!!! This is very good quality’s to have as a shop owner as it draws the customs into the store to speed money.Q2. (How many staff in shop floor) there was only 1 person on the hole of the shop floor and she was already with a customer. This is a big issue for the shop as they will loses the customers interests and they will just wall out of the store empty handed and then they will probably not come back to the store again! This is a simple thing to be able to fix it is simply to just get more staff on shop floors.Q3. (Acknowledge you with a smile)when I went into the store I saw a lady on the shop floor after being in the store for 20mins!she know that I was there and she looked at me a gave me a half-hearted smile then went on talking to another customer. This is an issue as there firstly should have been more staff out on the floor but the fact that they are not even giving the customers a smile is a big turn off for a customer of Debenhams. Q4.(what was the staff doing)there was two staff that I saw on the shop floor and the two staff was very rudely just talking to each other not even looking at me. This made me feel very unconfutable as a customer going into their store I felt like I was making them go out of there way by asking a didn’t even feel like I could ask for help!!Q5 (first impressions of the shop) as a hole my first impressions of the store is mixed as it had a wide range of good clothing and it was very well laid out. You could find most things you was looking for. But on the other hand it was bad as the staff on the shop floor was very rude and didn’t want to help you and just said that they didn’t know. This is a big issue that needs addressing by the store holder that needs to think wisely who they imply.Section bQ1. (What question did the staff ask you) they didn’t ask me anything they was not helpful one bit I was asking them questions and I got a half-hearted response that did not help me in the sluice! I find this very rude!!Would you like to go into a store that no one cares about what you want they are more interested in gazing into space? Guessing the answer is not, so this needs sorting ASAP.Q2 (where the staff interested in your needs) they was not interested in my needs one bit they was more worried about what the other member of staff was doing at the shop floor and how they could get out trying to help me. This really not acceptable I don’t think and needs to be sorted before they loss there good reputation and their customers. Q3 (did they listen and respond) not at all, I asked if they had a coat that I liked in red and there words back to me is “does it look like it” I thin k this was very rude and put me a little on edge so I put the coat down and was going to leave the store as I was not going to give my money to such a rude person there for losing out on a sale.Q4 (how much did they know about the product) they didn’t even know that they had the product that I was asking for this was an issue as they could not really sell the product to me so I did not buy it as I didn’t know anything about it or the sizes as they was not normal sizes. Consequently, losing yet another sale.Section c Q1 (where they wearing their name badge) yes, this is good as when you know there name it makes you feel a little more important and you can tell that they work in the store and they can guide you for help.Q2 (where they dressed professional) yes, they was wearing a uniform it was formal wear they looked very smart showing to the customer that the store is a more up market store.Q3 (did they thank you for their customer) yes they did but it was very much so that they was bored of saying it and muttered it under their breath just about hearing it.Q4. (Did they say goodbye) they didn’t say goodbye but they thanked me for my custom.Overall experience of going into Debenhams store was about a 6 out of 10 it was a very clean store and well put together but the staff in the store need more training.00Section a Q1. (Shop window)When I got to the shop my first impressions of the shop window was that it was a good shop and it also was a clean shop. There was many different types and bright colours in the window and different styles!!! This is very good quality’s to have as a shop owner as it draws the customs into the store to speed money.Q2. (How many staff in shop floor) there was only 1 person on the hole of the shop floor and she was already with a customer. This is a big issue for the shop as they will loses the customers interests and they will just wall out of the store empty handed and then they will probably not come back to the store again! This is a simple thing to be able to fix it is simply to just get more staff on shop floors.Q3. (Acknowledge you with a smile)when I went into the store I saw a lady on the shop floor after being in the store for 20mins!she know that I was there and she looked at me a gave me a half-hearted smile then went on talking to another customer. This is an issue as there firstly should have been more staff out on the floor but the fact that they are not even giving the customers a smile is a big turn off for a customer of Debenhams. Q4.(what was the staff doing)there was two staff that I saw on the shop floor and the two staff was very rudely just talking to each other not even looking at me. This made me feel very unconfutable as a customer going into their store I felt like I was making them go out of there way by asking a didn’t even feel like I could ask for help!!Q5 (first impressions of the shop) as a hole my first impressions of the store is mixed as it had a wide range of good clothing and it was very well laid out. You could find most things you was looking for. But on the other hand it was bad as the staff on the shop floor was very rude and didn’t want to help you and just said that they didn’t know. This is a big issue that needs addressing by the store holder that needs to think wisely who they imply.Section bQ1. (What question did the staff ask you) they didn’t ask me anything they was not helpful one bit I was asking them questions and I got a half-hearted response that did not help me in the sluice! I find this very rude!!Would you like to go into a store that no one cares about what you want they are more interested in gazing into space? Guessing the answer is not, so this needs sorting ASAP.Q2 (where the staff interested in your needs) they was not interested in my needs one bit they was more worried about what the other member of staff was doing at the shop floor and how they could get out trying to help me. This really not acceptable I don’t think and needs to be sorted before they loss there good reputation and their customers. Q3 (did they listen and respond) not at all, I asked if they had a coat that I liked in red and there words back to me is “does it look like it” I thin k this was very rude and put me a little on edge so I put the coat down and was going to leave the store as I was not going to give my money to such a rude person there for losing out on a sale.Q4 (how much did they know about the product) they didn’t even know that they had the product that I was asking for this was an issue as they could not really sell the product to me so I did not buy it as I didn’t know anything about it or the sizes as they was not normal sizes. Consequently, losing yet another sale.Section c Q1 (where they wearing their name badge) yes, this is good as when you know there name it makes you feel a little more important and you can tell that they work in the store and they can guide you for help.Q2 (where they dressed professional) yes, they was wearing a uniform it was formal wear they looked very smart showing to the customer that the store is a more up market store.Q3 (did they thank you for their customer) yes they did but it was very much so that they was bored of saying it and muttered it under their breath just about hearing it.Q4. (Did they say goodbye) they didn’t say goodbye but they thanked me for my custom.Overall experience of going into Debenhams store was about a 6 out of 10 it was a very clean store and well put together but the staff in the store need more training.Customer Questionnaire I wanted to carry out a survey to find out what customers thoughts about Debenhams staff/customer service.I thought carrying out a survey on what would allow me to get a range of customer opinions to get an opinion on an average scale.I asked a range of customers I did this by going into the store asking friends and family to fill in my questionnaire. I asked about 15 people to fill it in. Q1.What was your first impressions of the shop window?Eye-catching good bad Q2.When you walked into the store was you acknowledge with a smile? Yes no Q3. How polite was the staff? Polite average badQ4.How often do you go to Debenhams?All the time sometimes never Q5.What other stores do you shop at? House of Fraser M&S Next other Q6.How clean was the store?Very clean average bad Q7.Have you ever experienced a member of staff being rude to you? Yes no Q8.What was your first impressions of the shop as a whole?Very good average bad Q9.Were the staff interested in your needs?Yes no Q10.Did they listen and respond?Yes no Q11.How much did they know about the product? A lot a bit nothing Q12.Were they wearing a name badge? Yes no Q13.Did they thank you for his custom? Yes no Q14.Was the shop well stocked? Yes no -66675022225000By Hope White 289560014605292417522860Q1.Overall everyone that I asked they said that there first impressions of the shop window, was eye-catching. May people would agree to disagree that overall as a whole Debenhams has a very good shop window display. Therefore, it attracts customers in making it more welcome. Only 3 people thought that the shop window was bad (unsatisfactory).To make sure that they are making sure that the window is good. Debenhams should go to the other stores to see how they have their windows so that it will bring in more customers in and will have a higher footfall. Also the shop window should always be clean and it should promote their new ranges or stuff into the store. 00Q1.Overall everyone that I asked they said that there first impressions of the shop window, was eye-catching. May people would agree to disagree that overall as a whole Debenhams has a very good shop window display. Therefore, it attracts customers in making it more welcome. Only 3 people thought that the shop window was bad (unsatisfactory).To make sure that they are making sure that the window is good. Debenhams should go to the other stores to see how they have their windows so that it will bring in more customers in and will have a higher footfall. Also the shop window should always be clean and it should promote their new ranges or stuff into the store. 028289253829685245110Q2. From my results there was 8 people saying that when they walked into the store they was acknowledged with a smile on the other hand there was 7 people saying they wasn’t and that is a very big issue as many people are drawn Into a shop by the way they are treated and if they are to walk I into your store and not even get a smile they may feel very unconfutable and not speed the full amount that they are willing to pay! This needs addressing as you will losses very good customers. 4000020000Q2. From my results there was 8 people saying that when they walked into the store they was acknowledged with a smile on the other hand there was 7 people saying they wasn’t and that is a very big issue as many people are drawn Into a shop by the way they are treated and if they are to walk I into your store and not even get a smile they may feel very unconfutable and not speed the full amount that they are willing to pay! This needs addressing as you will losses very good customers. left29400500-80010032893000042075102540Q3.There was a mixed answers of how polite the staff was in Debenhams. There was about half of their politeness was good yet the other half is not escapable! As customers they are expected to go into a store and have be treated in a suitable manner. If I was the manager of the store I would do regular cheeks on the staff to see how they are treating your customers, this is a big issue as customers may not spend their maximum amount of money that they could speed and may not speed nothing or come back.020000Q3.There was a mixed answers of how polite the staff was in Debenhams. There was about half of their politeness was good yet the other half is not escapable! As customers they are expected to go into a store and have be treated in a suitable manner. If I was the manager of the store I would do regular cheeks on the staff to see how they are treating your customers, this is a big issue as customers may not spend their maximum amount of money that they could speed and may not speed nothing or come back.right245745Q4. There are 11 people that I had asked have been too Debenhams so well over half. Where 6 of the people will visit Debenhams on a regular accordance there for showing that Debenhams has a good range of items that there is always something different not always the same. Where 5 people have said that they visit the store some times which is also could but could be better!! On the other hand 4 people have said that they have never been in to Debenhams this need to stop. As it is a small minority you can still attract these people into your store by making the shop window clean and welcoming and have good reliable staff with manner and willing to help.00Q4. There are 11 people that I had asked have been too Debenhams so well over half. Where 6 of the people will visit Debenhams on a regular accordance there for showing that Debenhams has a good range of items that there is always something different not always the same. Where 5 people have said that they visit the store some times which is also could but could be better!! On the other hand 4 people have said that they have never been in to Debenhams this need to stop. As it is a small minority you can still attract these people into your store by making the shop window clean and welcoming and have good reliable staff with manner and willing to help.-819150281305460057557150Q5.6 people say that they will shop at house of Fraser so this is a big issue for Debenhams as they have to be better so the people go into their store for an alternative. M&S are slowly creeping up behind house of Fraser Alost battering to be the best. With having all of these store s around to insure that you have the best customer service is key to make a great business.00Q5.6 people say that they will shop at house of Fraser so this is a big issue for Debenhams as they have to be better so the people go into their store for an alternative. M&S are slowly creeping up behind house of Fraser Alost battering to be the best. With having all of these store s around to insure that you have the best customer service is key to make a great business.-895350000 2695575362585Q6.The shop was as a hole was a clean shop of was average. 6 people that I asked said the store was very clean (above average). This indicates that there was many people that was happy with the way the store is. With having a clean store it will show that the shop cares about the way it looks and wants to draw you in. there was 4 people a small minority said that the store was not clean infect said it was bad. Although, their standees maybe higher than others. 020000Q6.The shop was as a hole was a clean shop of was average. 6 people that I asked said the store was very clean (above average). This indicates that there was many people that was happy with the way the store is. With having a clean store it will show that the shop cares about the way it looks and wants to draw you in. there was 4 people a small minority said that the store was not clean infect said it was bad. Although, their standees maybe higher than others. -676275685800 -5334003562352981325325755Q7. There was pretty evenly balance in how rude the staff was to customers. This is a BIG issue as people are not going to want to give a shop money if they have not been treated the way that they would like to be. It is a big issue that is ongoing with customers are not getting the treatment they deserve. The way that you could get this sorted is by monitoring your staff on a regular accordance. 020000Q7. There was pretty evenly balance in how rude the staff was to customers. This is a BIG issue as people are not going to want to give a shop money if they have not been treated the way that they would like to be. It is a big issue that is ongoing with customers are not getting the treatment they deserve. The way that you could get this sorted is by monitoring your staff on a regular accordance. 2867025132715Q8. It is mostly all positives on how the shop was as a hole. Apart from 1 person that had been to the store they first impressions of the store are very high. This is very good as they have not only drawn the customer in the store longer and they may gain more sales and profit. 00Q8. It is mostly all positives on how the shop was as a hole. Apart from 1 person that had been to the store they first impressions of the store are very high. This is very good as they have not only drawn the customer in the store longer and they may gain more sales and profit. 18097588902190753213100030003758890Q9.Even balance this is shocking as that is what staff are there for they should be fully engaged of what you want and should want to be there and help you this needs to be sorted before it gets too bad. The staff in the store represent you as a company without them doing what you want them to you do not have store you might as well close down.020000Q9.Even balance this is shocking as that is what staff are there for they should be fully engaged of what you want and should want to be there and help you this needs to be sorted before it gets too bad. The staff in the store represent you as a company without them doing what you want them to you do not have store you might as well close down.25654020377150038741352180590Q10.This is a very good part that Debenhams are very good at listening and responding. This will instantly make you want to come back to the store. If the staff are good at knowing you as a customer then you will be able to go in and out in no time showing that the customer is feel welcome to ask for what they want and not feel very unconfutable in asking consequently losing out on sales.020000Q10.This is a very good part that Debenhams are very good at listening and responding. This will instantly make you want to come back to the store. If the staff are good at knowing you as a customer then you will be able to go in and out in no time showing that the customer is feel welcome to ask for what they want and not feel very unconfutable in asking consequently losing out on sales.28187650Q11.Staff of Debenhams had quite a good understanding on the products that they are selling. This is a good quality as staff you can sell the item if you know more about it as you can bribe the customer into buying the items there for making them spend more money also make them come back for more. Yet there is a small amount that doesn’t know nothing about it. staff should have to have a monthly test so that they will know more about what they are selling so that are able to give the staff a lot of information on the products that they are trying to sell to their customer. 65% of the staff that are currently in the store will only know a little bit or even worst nothing about the products. This is a big issue for Debenhams as they will loss customers as thy will not buy the products and they may not even return to the store. Resulting in Debenhams having a loss of sales. 00Q11.Staff of Debenhams had quite a good understanding on the products that they are selling. This is a good quality as staff you can sell the item if you know more about it as you can bribe the customer into buying the items there for making them spend more money also make them come back for more. Yet there is a small amount that doesn’t know nothing about it. staff should have to have a monthly test so that they will know more about what they are selling so that are able to give the staff a lot of information on the products that they are trying to sell to their customer. 65% of the staff that are currently in the store will only know a little bit or even worst nothing about the products. This is a big issue for Debenhams as they will loss customers as thy will not buy the products and they may not even return to the store. Resulting in Debenhams having a loss of sales. -8001008255002743200422910Q12. When a member of staff is not wearing a name bag it shows that they are an informal store. Also, when you are on the shop floor customers won’t think you are staff and won’t ask you for any help. Also, if you was a very good help to a customer they will not be able to indicate who you are and will not be able to give a good reference to the boss about you. Also on the downside if you was rude to a customer they would not be able to report. Consequently, this means that they will not be able to improve the staffing to make sure that they give the best customer service. Debenhams should make sure that they are giving their staff a name badge and if they don’t have it they shouldn’t be able to work on the shop floor and they should get strike with it as it’s only an easy thing to do but it makes such a difference. 020000Q12. When a member of staff is not wearing a name bag it shows that they are an informal store. Also, when you are on the shop floor customers won’t think you are staff and won’t ask you for any help. Also, if you was a very good help to a customer they will not be able to indicate who you are and will not be able to give a good reference to the boss about you. Also on the downside if you was rude to a customer they would not be able to report. Consequently, this means that they will not be able to improve the staffing to make sure that they give the best customer service. Debenhams should make sure that they are giving their staff a name badge and if they don’t have it they shouldn’t be able to work on the shop floor and they should get strike with it as it’s only an easy thing to do but it makes such a difference. -790575161925002628900405765Q13. There was a higher number of people saying that when they left the store they was not thanked for their customs this is just rude and people will not go back in to the store. I feel that when they are done with the till it should tell the staff to say thank you for the customer for purchasing the items. This will make sure that they are building a good rapport with the customers and it will make them want to come back to the store and spend more money for a simple things but it is very effective. 00Q13. There was a higher number of people saying that when they left the store they was not thanked for their customs this is just rude and people will not go back in to the store. I feel that when they are done with the till it should tell the staff to say thank you for the customer for purchasing the items. This will make sure that they are building a good rapport with the customers and it will make them want to come back to the store and spend more money for a simple things but it is very effective. -714375274955002781300238125Q14.This is bad for Debenhams is it will affined the customers as they are only stoking in the store from size 4-16 in women’s clothing. This would mean that they might not sell as many items as they would if they had all of the sizes and they only stock one colour in the store so if you would want another colour you would have to order it in to the store. I feel that Debenhams should stock the store more of they should have a magic mirror so that the customer can see what is the best colour and it should make them be able to order it then and there. 00Q14.This is bad for Debenhams is it will affined the customers as they are only stoking in the store from size 4-16 in women’s clothing. This would mean that they might not sell as many items as they would if they had all of the sizes and they only stock one colour in the store so if you would want another colour you would have to order it in to the store. I feel that Debenhams should stock the store more of they should have a magic mirror so that the customer can see what is the best colour and it should make them be able to order it then and there. 228600173989001867535728980The customer has a strong opinion about Debenhams and the way that there staff are treating their customers. Would you like to go into an unhelpful store? She has tried to close her accounts as they are taking money out without asking, consequently there is another unhappy customer of Debenhams! The customer has given the store a 1 start rating and that is generous of her. Therefore, the owner of Debenhams should be tracing the staff and should at least be trying to get there staff more engaged into their jobs and into their customer’s needs. 020000The customer has a strong opinion about Debenhams and the way that there staff are treating their customers. Would you like to go into an unhelpful store? She has tried to close her accounts as they are taking money out without asking, consequently there is another unhappy customer of Debenhams! The customer has given the store a 1 start rating and that is generous of her. Therefore, the owner of Debenhams should be tracing the staff and should at least be trying to get there staff more engaged into their jobs and into their customer’s needs. -570446773444right0, customer was very happy with the store and he would recommend it as he was happy with the customer service. They have given it a 5 star rating. Showing that Debenhams is a very good store and doing all the right things and showing people that they are happy to help 020000Good, customer was very happy with the store and he would recommend it as he was happy with the customer service. They have given it a 5 star rating. Showing that Debenhams is a very good store and doing all the right things and showing people that they are happy to help 172339079375This customer has had a bad experience of shopping online. There was waiting a long time to get there item never came yet they still put it on the card I had with them so they called the help number and they said that they have taken it to the house and they is a signature for it so there is nothing they could do.020000This customer has had a bad experience of shopping online. There was waiting a long time to get there item never came yet they still put it on the card I had with them so they called the help number and they said that they have taken it to the house and they is a signature for it so there is nothing they could do.428233114439200-476318-149 as they have a good range of stuff for all ages and they do stuff for teenage boys which not many stores do that. This is good as it draws customers in.4000020000Good as they have a good range of stuff for all ages and they do stuff for teenage boys which not many stores do that. This is good as it draws customers in.2400516844361Good and bad as they are not the right size but they are a good quality of item. Although they do not have a very good size range.4000020000Good and bad as they are not the right size but they are a good quality of item. Although they do not have a very good size range.-409035438380I have undertaken some secondary research on the Debenhams website. My customer reviews I think are reliable because they are a wide range of ages and I found out that most of the reviews are either a 4 star to 5 which means the products must be really good and it gives people good feedback towards the product which means the product would be bought more as the feedback about the products are high. I believe this is accurate as it is unlikely that one would write it for no reason and also people must like the product to put time and effort into writing a review but they can put their differences such as people who were disappointed with the product wouldn’t just write a review on the item they would ask for a refund and also it may not be a fair representation because they might only add the positive points that have good feedback. Lots of customers have different opinions and may have negative opinions. I also found out that the people who are giving reviews are adults and would probably be aged in their 20s to their 60s. Also shoppers like to complain when they’re not happy about an item and they would probably put up a bad review but probably wouldn’t show as all they want are positive reviews but there has to be a few negative reviews as they can’t just ignore them. I believe that the reviews show a biased point because customers are more likely to write a good review about the product because if they didn’t like it they wouldn’t have bought it or a bad review about the product if they just bought it to try it or they were disappointed with the product or something was wrong with the product. I will take into account these points when I make my final judgements about the experience customers receive at Debenhams and how they react to the product and their own opinions would be necessary. From the reviews that I have read most customers are very pleased with their purchases and that the service was good that Debenhams provided. I feel like the reviews don’t reflect an accurate opinion of Debenhams customers as a whole because at least a few won’t like the product. HOW DEBENHAMS MEET THEIR CUSTOMER NEEDSProduct Range:On my visit to Debenhams I observed that they sell a wide range of products throughout the store to meet the needs of all customers from the very young (babies) to the old, men and women. They do not just sell clothing but also many other products such as cooking utensils to (grill, bake or fry) items come in different colors, brands, qualities and style of and range in order to meet all customer’s needs, they sell household items, soft furnishing, (bedding and curtains), furniture, young couples setting up home, can look at furniture and many other products they may need for their new home furniture comes in different sizes, styles and colours. Furniture on sale not only meets the needs of young couples but also older people as everything they need is all in one department and easier to get to. Debenhams also sell a wide range of toys to meet the needs of babies and children, they do this by selling toys across a wide.Service:Debenhams provides an extremely wide range of services ranging from a help desks and return desks enabling customers to return items that aren’t at the standard they were expecting them to be at with a receipt in the space of 28 days after purchasing their item. They can also ask staff that work behind the help desk to help them find a certain part of the store. Debenhams also provide free Wi-Fi signal to their customers, this is a is a brilliant feature of service to add to a store and will attract many younger customers. If a sign saying ‘free Wi-Fi’ is placed on the window then they will have to go into the store to access it. This means they might stop of at the café or even maybe look to purchase a product while their there too. Another service Debenhams provide is called ‘click and collect ‘. Click and collect is a service taken online. It is a lot quicker than going into the store. It is where the customer can purchase the product online with a good advantage of size and ranges and go and pick it up the next day in store, it is a lot quicker than waiting for the product to be delivered and can also work out cheaper as customers can sometimes be charged for delivery.Facilities: Debenhams also provides a very wide range of facilities in their stores. These range from changing rooms, these are good facilities to have in shops as it allows the customer to see whether they like an item of clothing on and weather they think they would want to purchase it. It saves the customers a lot more time in the long run as they don’t have to try the product on at home and decide they don’t like it and have to come back to the store again to return it. As well as changing rooms Debenhams provide facilities like toilets these are great facilities to have in store as it means customers won’t have to leave the store and this means they can continue shopping in the store when they have finished, and one last facility the Debenhams store provides is a café, this means if customers are hungry it is important to provide some sort of food service in the store as like the toilets if the customers need food, they can go here, and won’t need to leave the store so are more likely to continue shopping and spend more money while doing so. Website & App- Debenhams don’t only provide a public store but they also provide an online store, this makes their experience as a customer much easier to access and purchase products, online is also a good place to find deals you wouldn’t normally find in store. The websites are accessible 24 hours a day so this means that people that work during the day and can’t find the time to visit the store they can come home from work and purchase the items they need online, items purchased online can be delivered at home, to businesses or straight to the store. As well as webpages Debenhams provide and app so people can purchase items on here too, this is convenient to customers that don’t have the time to go in store or on the website. Final conclusion I believe that Debenhams is providing a good customer experiences. When you enter the store they will interact with you very well and they are providing a good service. Also, they have a very good refund policy they have lots of ways that they can help you have the best you can out if your item. Debenhams provide Wi-Fi, changing rooms and café with many more to keep their customers satisfaction. They also have a very good online service. Also they have very good store they have very big spacers stores so that customers can get the best range of cloths. Debenhams weaknesses is that they have the very big stores but they do not have the staff to see to all of the customers. Consequently they will be losing customers as they may not be able to find the size they was looking for so they will walk out not buying an item. They also may put a bad review. When I went into Debenhams the shop floors wasn’t the most hygienic. With having the shop floors clean would make more customers stay and return. On Debenhams online they don’t have a live chat for their customers to discuss their problems and quires. Debenhams sell their items more of a higher price range so I think that they should have item a little cheaper drawing in the lower class people. Even though they have changing rooms they always have queues they only allowed to take in 6 items at a time.Overall I think that Debenhams could improve their store buy putting in more changing rooms and trusting their customers more to take in the amount of items they would like. Debenhams should have more staff on the shop floor that are well trained and can sell the item. Keep the shop floor more cleanly so it will make it more appealing to the customers. They can add a live chat room in their website to improve their online website. ................
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