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There should be a clear policy on returned items, so that customer service staff does not frequently have to ask their boss for assistance or clarification. Some organizations will accept any goods back within a limited period, providing the customer has kept the receipt, and will refund the money. Others will only exchange goods which are faulty; they won’t exchange goods simply because the buyer changed their minds. Others will only allow item which are not faulty to be exchanged for other goods or for a credit note, so that the purchaser can select another item at a later date.

If a customer returns anything bought from John Lewis, John Lewis will be able to refund or exchange a product provided it is in fully resale-able condition. Returns should be made within a reasonable time (usually 28 days) and in original, undamaged packaging. If the product is not returned to John Lewis in fully resaleable condition, John Lewis reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount. Flowers orders can be changed or cancelled if confirmed at 12 noon the day before the delivery date scheduled. 2. Offering a repair service for faulty goods,

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This may be a small-scale operation, such as a small jeweler’s shop, or a large-scale one. Makers of household appliances routinely have a service facility. Customer service staff take the calls, check the customer’s details on a database, find out details of the fault and arrange for a technician to call. Spare parts which are regularly needed will be carried in the technician’s van so that the appliance can be repaired immediately. If a product from John Lewis needs repair during the guarantee period, contacting the nearest john Lewis store with details of the mode number and date of purchase, it will be repaired under some exclusion:

Many organizations regularly check the equipment they have installed as apart of the terms of the sale. A business organization with a comprehensive burglar alarm system will expect the engineers to visit regularly to check the equipment. Fire extinguishers are regularly checked and inspected took place on each one. Security equipment, such as CCTV cameras, is also checked tested. 4. Dealing with technical queries. This is also a form of after-sales service. As an example, many people evaluate internet service providers not just by their connection cost and transmission speed, but also by the speed they respond to customers with problems.

The ‘help’ facility is a critical part of this service and some providers are far better than others. This is an example of a service where excellent technical support attracts more customers. Delivering goods After any order from John Lewis online, an email will be sent to the customer within 24 hours. Delivery in John Lewis is currently free on orders over 100. The dispatch time for a product can be found on each individual product page. John Lewis delivers from Monday to Saturday, between 9am and 6pm. If there is more than one order the products may be sent out from multiple locations and therefore may arrive separately.

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