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John Lewis - Customer Satisfaction Case Study

In: Business and Management

Submitted By HenryVo2511
Words 2026
Pages 9
FOREIGN TRADE UNIVERSITY
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FACULTY OF BUSINESS ADMINISTRATION

APPLIED INTERGRATED BUSINESS

JOHN LEWIS’CUSTOMER SERVICE CASE STUDY

Student Name : Bang Tran Hai Vo

Student ID Number : 1305052015 Instructor : Dr. Cao Dinh Kien

Hanoi, October – 2015

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CONTENT

1. Introduction about John Lewis

2. John Lewis – A customer service and the success in keeping customer satisfaction

3. Bad practice of customer service

3.1 Analysis of the causes for bad customer service

3.2 Suggestion and Recommendation

4. Pllog

5. Refferences

1. Introduction

John Lewis is a chain of upmarket department stores operating throughout Great Britain. The chain is owned by the John Lewis Partnership, which was created alongside the first store in the mid-1800s. The first John Lewis store was opened in 1864 in Oxford Street, London. The chain's slogan is "Never Knowingly Undersold" which has been in use since 1925.
There are 45 stores throughout England, Scotland and Wales, including eleven "At Home" stores, and a "flexible format" store in Exeter. The store in Birmingham is the largest operated by the Partnership outside London.
On 1 January 2008, the Oxford Street store was awarded a Royal Warrant from Her Majesty the Queen as: "suppliers of haberdashery and household goods". John Lewis Reading is also the holder of a Royal Warrant from the Queen in 2007 as suppliers of household and fancy goods. Peter Jones, located in Sloane Square, Chelsea, is the holder of a Royal Warrant to both HRH The Prince of Wales and HRH The Duke of Edinburgh as draper and furnisher.

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2. John Lewis – A customer service and...

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