The organization generally focuses on offering a broad selection of brand name products. Also, they are focusing on new store development; which will lead to more stores but less store footage. ” (Hoovers) Research Objective: The purpose of this study is to describe if customers that call or shop with Best Buy are satisfied with the service, in comparison to the customers for Best Buy’s competition Hypothesis: Customers who call or shop with Best Buy are satisfied with the customer service they receive. Statement of Problem: Best Buy Is facing a downward fall in customers and customer service ratings.
According to the consumerists. Mom website many customers post how terrible their customer service experience were at Best Buy. Assumptions and Limitation: In a few years Best Buy will come back on top and will get most of their customers back at their stores to shop. Some limitations are not having access to reports that Definition of Terms Best Buy Ethics – Best Buy Demonstrates our ethics by living our values. This means that we live our values every day in our interactions with one customer, vendors, business, partners, competitors and in the communities. Code of Ethics) Customer and Employee Privacy – Both customer and employees entrust Best Buy tit their personal information so we can serve them better. To retain their trust we must protect their personal information while this data is in our care. (Code of Ethics) Environment – Best Buy expects employees to conduct Company business in a way that demonstrates respect for the physical environment. (Code of Ethics) Fair Dealing- Employees must deal fairly with Best Buys customers, suppliers, competitors and other employees.
No employee should take unfair advantage of anyone through manipulation, concealment, abuse of privileged information, misrepresentation of material facts or any other unfair practice. Code of Ethics) Geek Squad – is the first national 24-hour task force dedicated to solving the world’s technology challenges. Comprised of highly and specially trained computing agents, home entertainment installers (SSL), 20,000 active Geek Squad technicians patrol Geek Squad precincts in all U. S. Best Buy stores, at Geek Squad stand – along U. S. Tortes locations and at service centers nationwide. ” (squawked. Com) Honoring our Differences – Best Buy is continually energize by the uniqueness of every individual. We aspire to celebrate differences, and place value on diversity in everything we do. One of our values is to how respect, humility and integrity. Creating a positive work environment supports this value. Discrimination of any type is a violation of the value. (Code of Ethics) Literature Review As mentioned earlier, Best Buy is going through a crisis with their customer service ratings.
According to reselecting. Com, Best Buy ratings did not exceed a rating of 7 for the months May through November. The chart below shows the exact rating for each month of customer service. So from May to November the highest score was 5. 4. Customer Service Overall Satisfaction Month Ratings Reviews NOVO cot Seep Gauge July June May 3. 33 5. 2 1. 56 1. 33 1 . 43 0. 91 6 8 15 7 11 (www. Reselecting. Com) The organization is also having trouble with keeping customers shopping at their stores.
According to Larry Downed, the poor services at the store led me to dig into the company’s balance sheet and strategic plan, as well as the company’s embarrassing decision to cancel 30,000 online orders Just a few days before Christmas 2011 for lack of inventory. ” (Downed, L. ) Also, many customers agree with Downed about poor customer service. According to the consumerists. Com, customers post reviews about their visit to the store and tell stories about the A customer from Knighted, NC on September 2012 “l was in line waiting for some information on an upgrade to my cell phone.
I was in line for three hours. This is now customer service at all. First of all, I was in line for 1 and a half and noticed that a sales associate brought another customer up to the desk in front of me. I did not notice that this customer was behind me until another customer informed me that the young lady was behind, I was supposed to be the next one in line to get service; however, that was not the case, I guess the sales associate thought he would try to impress this young body and was trying to hit on re.
The associate worked with this young lady for 2 h hours. I did inform another sales associate and manager about this matter. Nothing was done because I was still in the store for 3 hours. I do not believe this will be a store that will get my business and I will inform other of the poor customer service that best Buy has. ” (consumerists. Com) Another customer posted: “l called the store for the price of an inexpensive GAPS for my automobile. The employee told me the prices and had only one in stock.
I proceeded to commute all the way across town (30 minutes’ drive) to purchase this last one… After talking with the sales people there, and about 20 minutes later, they told me they were sold out. They’ve probably sold the last one within the last 24 hours and the system hasn’t updated yet. I am still out time and money for travel, time away from the office and no GAPS. All I got was a stupid look and an apology. They should have given me one of the models on hand for the quoted price. In short, calling first was a waste of time. I should have Just gone to Wall-Mart. (consumerists. Com) The last customer stated she should have gone to Wall-Mart; this is one of Best Buys competitors. Many customers that shopped at Best Buy continue their purchase at another store because of the customer service. According to SACS, Home Depot and Office Depot customer service rates are higher for 2012. ( American Customer.. ) From the past three years Best Buy ratings did increase and reached the percentage of 77 After viewing the negative reviews and reports about the organization, what needs to be the change to succeed?
One aspect Best Buy employees can utilize is listening skills. The employees need to listen completely to the customer so they can get a great understanding and respond appropriately (Becoming a… ). While customers are hopping at the store the employees should make the customers feel valued. Making customers feel valued builds a strong relationship with the customers. (Becoming a… ) Applying these too an many more can give Best Buy a new outlook on business and achieving their goal of attracting customers back to their stores.
The management of Best Buy could send all employees through a special session of training. In the session the employees learn all customers’ oriented techniques that will keep customers feeling satisfied and appreciated. The interim CEO, Mike Manikin, said, “To better meet consumer needs, Best Buy staffers need to connect with the customer in a deeper way, “and must assume the roles of problem solver and trusted advisor. ” (Wolf, A. ) Once the organization applies the techniques Manikin suggests this may lead the company in a direction they have been trying to achieve lately.
The Geek Squad agents need to show “excellence in customer service is arguably the single most important element in determining your company’s future success or the Geek Squad the ones that assists with all products, they should “create a more efficient path meaning minimizing the number of information sources consumer must touch while moving confidently toward a purchasing” (Spanner, P. Helping customer achieve their destination but at a faster pace will make customer happy and keep them enthused to come back for more help with different products.
By applying the tools listed here Best Buy can get on the right path and beginning the process of achieving their future goals. Research Design/Methods used to Conduct Study The research design is descriptive design. The descriptive design is best for this research design because it describes how Best Buy is having trouble with customers and how the customers feel the service offered by their stores. The design is appropriate for this study because primary and secondary data was the source of information collected. The research is free of weaknesses because the sources report the details and the customers agreed to the details.
The research conducted actually proved my hypothesis to be false. After collecting the data and analyzing and forming the report. The information all pointed towards Best Buy having poor customer service ratings and this makes my assumptions and hypothesis incorrect. The population and sample of this study would be the reviews from the customers. Methods of sampling would be simple random sampling here because the primary ATA collected, which is the two customer reviews, was available to the whole customer population. Also, reports and chart analysis was the secondary data that was used.
