Customer service staff will handle any complaints received over the telephone or in writing, Peacocks has an official complaints procedure, which all staff follow. This enables senior staff to check that all complaints are dealt with promptly and that no serious issues are left unresolved. In Peacocks, recording customer complaints and implementing changes to ensure that the customer is not dissatisfied for the same reason again are ways to monitor customer satisfaction. Customers are provided with a system where they feel comfortable about recording a complaint. Only by doing so can Peacocks ensures that they are fully meeting the needs of all their customers.
When Peacocks is dealing with customer complaints, they normally take the customer’s details. This normally helps them to be able to contact the customer when necessary and to know who they are dealing with. A home delivery service peacocks offers a wide range of services related to transportation and delivery of goods the customers have bought. This includes: An optional delivery service, which is free or low cost, is to wide geographical area, operates at times which suits the customer not Peacocks. A postal service for ordered goods, which are not immediately available. Delivery staff who are friendly and courteous and handle the goods carefully.
Methods of payment
They accept cash, cheques and all major credit cards. They also accept a wide range of gift vouchers and also have their very own Peacocks Card that consumers can use in any of their stores. Consumers can apply for the Peacocks card by getting the application forms, which are available from their local stores. All they need to do is simply complete the application form, return it to Style Financial Services as detailed in the application form and they could soon be using their Peacocks card in any one of Peacocks’ stores.
Peacocks stores have maintained their focus on the dinstictive culture and values outlined in their mission statement. Training and development are key to the delivery of outstanding customer service, it gave them great pleasure to achieve recognition of their long standing commitment through award of “investor in people” accreditation. Their continuing expansion creates opportunities for both employment and advancement.
They successfully defended their overall market position through their strategic pricing initiatives on selected key value lines, and made good progress in women’s wear in particular. Their performance in this category benefited from the success launch in April of the e-vie range of more stylish clothing, positioned at slightly higher price points than their standard range yet still offering outstanding value for money. This was complemented in October by the launch of the urban spirit range of men’s wear, which was well received by their customers. Buying in bulk and selling in smaller quantities Peacocks does this by stocking a supply of different goods, which they buy in bulk at a discount from their suppliers and sell in smaller quantities to consumers.
Stocking a supply of goods They put out the products on the shop floor in different sections after they have been delivered to store. Each section has different styles and sizes of items. If the customer cannot find his/her required choice of colour or size in a particular product in his/her local store, they can ask one of Peacocks’ colleagues in the store and they will do their very best to obtain it for the customer. Peacocks’ head offices automatically receive details of stock going out of the store, which they deliver every Fridays. The stock details are received through the EPOS, which the members of staff use to scan the product before they sell it to the customer. The EPOS is connected to the head office. EPOS is Electronic Point Of Sale.
Ensuring that their products are of good information They employ enough employees to serve the customers on the tills and also give them information about the goods they sell. They ensure that their products are of good quality and price competitive and are also safe for the customers to buy. Peacocks makes sure that they do not break the law of The Trade descriptions Act 1968 which makes it illegal for businesses to give misleading descriptions of their products.
Business operation The business operates nationally because it is a public limited company. It is a bug business so it has enough money to locate so many branches in different areas. Trends that apply to retailing The growth in consumer spending has led to an expansion in retailing. “In 1988 UK consumers spent ï¿½300 billion on goods and services and just over 3 million people were employed in retail trades. Ten years later, total consumer spending had risen to ï¿½540 billion and the number employed in retailing was over 4 million”. There have been many changes within the retailing industry and the way people shop over the last few years. Now people shop mostly on weekends since they are too busy during the weekdays.
In most retail stores, products have been of a high demand during the weekends. So if there are only a few of the products in the morning, by evening they would be finished. Retailing has become dominated by large multiple retail organizations, such as tesco, B&Q and Boots. “In 1997, 92% of total retail spending by UK consumers was in only 20% of the organizations”. Many small independent shops have been unable to compete on prices and products range and have gone out of business. Others have joined together to form small voluntary chain groups such as spar, londis and Happy shoppers, so that the shop owners can benefit from bulk buying discounts from wholesalers produce their own label brands for sale.
There is increasing competition on prices and product ranges between large retailers e.g. Tesco, carrys, etc as they try to attract shoppers away from each other. Prices wars have broken out among many large supermarket groups e.g. Tesco. They have also offered bonus schemes to customers who remain loyal, such as cheap flights and bigger flight discounts, and made many improvements to customer services, such as free buses for elderly and home deliveries and disabled car parking. Peacocks offers good value for money and goods service in order not to lose customers. It risks loosing its customers if it fails to provide a good service.
Because an increasing number of people no longer work the land to provide their own supply of food, there has been an increase in the demand for food from workers employed in factories. Despite the falling number of farm workers, new farming technology and cheap food imports from overseas ensured that an ever-increasing supply of food could be provided for the growing number of manufacturing workers in towns and cities.
The value of goods services from the primary sector has grown over time, but has fallen as a proportion of the total value of output from all industries in the UK. This is because the output of secondary and tertiary industries has increased faster than output from primary industries. “In 1971 primary sector output accounted for just 4% of the value total UK output. This share had fallen slightly by 1999”.
In competitive markets consumers will buy goods they consider to be good value. If a foreign product is a much better value than British one, it is likely to have higher sales. This makes the trend expand. Shopping via the Internet is increasing hence giving a chance to busy or disabled customers to buy products. It also gives a chance to the companies to advertise and promote their products. There has been a growth in the number of convenience stores especially on petrol and rail way stations. These shops capture people who use the train or motorists who want to buy anything.
Late night and Sunday shopping have been introduced. This has benefited the consumers in a way that they are given flexibility when to shop. And the shops that offer the times receive more profits. Peacocks offers Sunday shopping to its customers. Many large retailers now sell many different goods and services. For example Tesco is a food supermarket chain but now it has large superstores that also offer computers, clothes, hi-fi and audio equipment, petrol, nooks and CDs and videos, and even banking and insurance services. Supermarkets and other retail chains are selling more and more of their own label products. They say that own label products are often cheaper than manufacturer’s brands. For example Peacocks sells its urban spirit, e-vie, street gear, etc. which they export from Malaysia because they are cheaper. Nike, boss, or rebook would never be found in Peacocks because it is expensive