Best Buy Customer Service - Running head: Best Buy Customer...

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Running head: Best Buy Customer Service 1 Best Buy Customer Service Phil Sumner, Amber Green, Darrell Hirengen, Jamar Mosley, Leola Epps RES/320 Foundations of Research 07:05:49 William Sunday
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Best Buy Customer Service 2 Best Buy Customer Service The company chosen for the research proposal is Best Buy. Best Buy is a top rated fortune 500 company who is a provider of consumer products. They are recognized globally and account for twenty-one percent of the markets in Canada, Asia and Mexico. Best Buy was founded in 1966 and has employed over one-hundred fifty thousand people. Their assets total 12.6 billion dollars with revenue over forty billion. Best buy is a strong leader in marketing consumer electronics with a reputation built on selling a quality product at a consumer friendly price. Selling a quality product, Best Buy has developed a strong customer support for their customers. The creation of the Geek squad is one of the customer support offered to their customers. Customers have access to the Geek squad 24 hours a day - 7 days a week. Customer support from the Geek Squad can be assistance with installation of high tech product installations, personalization to locating the best product. The high standards executed at Best buy to ensure sales representatives are well trained to explain any products, selling quality products, having customer friendly prices and integration of the Geek squad providing online, phone or in store service does not take away the continual issue with its return policy. The return policy requires customers to pay a restocking fee on returns and exchanges. The policy as it exists charges a 15% restocking fee for opened items such as a Notebook, GPS, Camcorders, etc. Return of a special order item, there is a 25% restocking fee charged to the customer. This return policy has resulted in many unhappy Best Buy customers. A Customer Satisfaction survey was created to target customers who have purchased Best Buy products and inquire on their knowledge of the restocking fee included in its return policy.
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Best Buy Customer Service 3 The survey will provide our team an analysis of areas of improvement in customer satisfaction which will also target whether customers are knowledgeable about its return policy. The research technique utilized was a Face-to-Face Interview and an Email based survey
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This note was uploaded on 10/08/2010 for the course PSY/428 psy/428 taught by Professor Sunday during the Spring '10 term at University of Phoenix.

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Best Buy Customer Service - Running head: Best Buy Customer...

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