Customer Service and Consumer Protection

Customer Service and Consumer Protection

Satisfied customers are important to Boots. If Boots can keep its

customers satisfied, it is more likely to be successful. From Boots

the customers expect good service from the staff. They also expect the

shelves to be fully stocked all the time and they expect competitive

prices. It is not always easy for businesses to judge how satisfied

their customers really are. So they use a range of techniques to

measure customer satisfaction. Customers need a full service from

boots where they are open all day and all week, the customers’ need

Boots to have in stock all their medicine needs from sore throat

sweets to cod liver oil to fade scars. Boots also supply cosmetics

such as make-up and deodorant. Customers expect a good after-sales

service this might be;

· Replacing faulty goods immediately or repairing them. Good after

sales service might make customers feel more confident about buying a

product. Boots require a receipt, If this is given to the till

operator they will give a refund or our money back. This does of

course depend on how long ago the product was purchased.

· Providing competitively priced products so that customers feel they

are getting value for money. Boots have recently invented the

advantage card; with this card with every pound spent you earn points

which you can spend on other products of your choice.

· Offering help when customers are buying a product by providing

product information. This might be help from a sales assistant who can

explain the variety of products available. Boots as I have found out

are very keen on this aspect of their company and their customer’s

welfare. One of their main aims of last year, as stated by their Boots

PLC website, was to respond to customers needs 50% quicker, this was

achieved and smashed with the staff responding 60% quicker.

Boots uses customer service to compete with other leading chemists

like Superdrug by helping at every corner of their store. I visited