Best Buy is one of the biggest and most well-known companies for electronic and house appliances in North America.
Introduction
Best Buy is one of the biggest and most well-known companies for electronic and house appliances in North America. Despite the good reputation of the company and good service that customers are satisfied with there are many complaints and dissatisfactions with customer service in this company. The most common and repetitive ones are delivery and sending damaged items. When it comes to giant companies like Best Buy you do not expect customer service like this. Mostly the customers who weren’t satisfied with their purchase were women and housewives that bought home appliances and the young generation who bought laptops and electronic devices related to their education or gaming. The statistics show that 60-80 % of customers gave a 1-star rate in these areas of service but their items were mostly good, so it puts the overall customer service in a good stand.
Identify
Best buy’s main purpose is to enrich lives through technology; and to fulfill their soul purpose they unknowingly neglect main areas to focus on, such as customer service. To begin with, most of the reviews are about rude and arrogant employees. There are numerous customers which complained about “unfriendly” staff. The employees are least bothered about the customers and don’t care to respect them. Best buy sells product of all price ranges and sometimes when customers invest in costly products like refrigerator, Smart tv or PCs and it gets lost during shipping they obviously call customer service and instead of providing a sensible solution they take DAYS to get back to the customer and when they do, they just talk rudely with customers, and hang up due to which customers feel insulted. Moreover, due to this unresponsive staff customer get disappointed. Bad customer service leads to bad reputation of best buy. Moreover, many customers complain about unprofessional staff, not having necessary knowledge due to which they cannot even solve the basic problem which certainly unsatisfied the customer. Not only in-person or calls make customers unhappy but the online mailing or chatting system makes it worse as they stop giving response to customers if they do not have solution for the problems. In some cases, there are employees which lie to them and make fake promises but when the time comes to keep their words, they try to ghost customers. Employees are solely responsible for reputation of the business and hence they must get proper training. Best buy cares least about their customers and due to this it is becoming un trustable brand.
Support
Customer service plays a vital role in every organization. Best Buy is continuously failing to satisfy their customers in terms of customer service, this can also be proved by looking at the reviews online. There are lot of negative reviews of company for not providing what customers asked for. For instance, there is a review of a customer stating that, his property was damaged in a flood. Insurance company covered the damage to the appliance and were supposed to purchase all the appliance for customer that were damaged. They purchased their appliances from Best Buy and out of them a television was not compatible with their system. They called customer service to help them and replace their television, customer’s claim was denied stating that it has been more than 15 days and at this point they cannot help so unfortunately, they will have to keep that television which is of no use. Moreover, the representative repeated same thing over and over which should have been avoided as that can be very irritating for customers. At last, customer was not helped, and he ended losing up his trust on Best Buy and Best Buy also lost one of their customers. Another example of poor customer service is one of the customers placed an order for a MacBook online. Customer was expecting it to be delivered next day as it was for a new employee. At the end of the day customer received a notification which showed that the MacBook was delivered. She was shocked as it was a business address and at that time no one was present to accept the delivery. Next day when customer reached at the office and asked where the product was that she ordered, everyone was shocked as there was nothing shipped at the address in last 24 hours. Customer immediately contacted customer service and informed about the incident, they opened her claim and later in the evening she received an email stating that her claim was denied. She called the customer service again; they informed that based upon the system and investigation done by the team it proves that her product was delivered and there is no proof that her product was not received by her. Customer asked for the signature proof as well as the person’s details who received the parcel, but they denied providing that. She was very disappointed by the service that she received and at last she decided to get the refund as she did not want to do business with Best But anymore. She also mentioned that she uses to buy all her electronics items from Best Buy and not from the manufacturer (i.e. Apple, Samsung), as she has no more faith in the company, she will also let her friends and family member buy anything from that company. A company’s reputation is spoiled, and it loses her loyal customers who were with the company from very long time. In conclusion, a business should be able to meet the needs of its customers and assist them in resolving their problems, as opposed to providing ambiguous responses that have a negative impact on an individual’s perception for the business.
Explain
Based on the examples of customer dissatisfaction mentioned above, it is clear that Best Buy has performed very poorly in the customer service management system, and this disorderly situation will cause irreparable effects, so that this company may be in front of its competitors. fail and go towards bankruptcy. because many customers have lost their trust in this company. In today’s world, where the speed of information transmission is very high, a lack of trust in a company can quickly spread, and as a result, the company will not sell. Additionally, it appears that Best Buy is not making any effort to improve the situation because not only are there no proper solutions provided, but there is almost no sense of commitment from the customer relations staff to perform their duties better. For example: this company failed many times to deliver its products on time but did not take proper action to satisfy the customers, so the customers no longer consider this brand as reliable. In contrast, brands like Amazon have been more successful from the point of view of customers. In the surveys conducted, customers’ views towards Amazon are very positive, they believe that Amazon’s customer communication system is engineered, and they accept any mistakes they make, apologize for them, and try to correct them. Therefore, customers are more inclined to choose Amazon instead of Best Buy.
Furthermore, the weak customer service system and other factors affecting customer dissatisfaction have caused the number of customers of Best Buy to decrease. By comparing the financial results obtained, this issue is quite clear. For example, the company’s total sales have decreased by 8.5% compared to the previous year, while according to the vision and operational improvement plan of the company that was determined in advance, this figure could have shown a growth of about 30%. (Downes)
what would be the conclusion?
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