| Online tools and techniques (if any) | Recommendations for improvement (if any) | |
| Operational | DFS.co.uk contains a Need Help section which contains 5 sections which the user can enquire about.
1. Contact Us – This section allows users to contact their local store. They provide the numbers for the local stores around the UK. This section also provides e-mails so that the customer can contact the store for customer service’s reasons. Or if the customer has any problems with their order then the customer can email or call about this order. 2. Order Direct – This section brings up the link where the customer can call and place an order which they like. 3. Find Your Nearest Store – This section allows the customer to find the nearest store they have to them. If provides a map so that they know exactly how to get to that store. 4. FAQ’s – In this section DFS provide many questions which are asked frequently by their customers all the time. With these questions they provide answers that help the customer understand that question. 5. 4 Years Free Credit – The section jus explains the interest free credit option. This section contains a few FAQ’s about the years interest free credit. |
The recommendation that DFS could uses for improvement would be that they should allow customers to buy online and not just through phone. This will save them a lot of time and it will keep customers very happy. |
| Analytical | DFS allows the customer to register online. This is not a compulsory option as an order is taken from a phone call. But registering online allows DFS to acknowledge their customers and give them updates through email about their store. | |
| Collaborative | I would recommend that DFS should provide more offers for existing customers. The customers who are loyal and buy a lot of products from their store. This would allow them to spread the word of DFS so that the customer status would increase.
With this they should also include a suggestions page so that the customers can tell DFS their opinions on how to improve the store. |
DFS.co.uk send weekly personalised emails to their registered online customers so that they can let the customers acknowledge all the updates and offers they have to offer. This is a way which DFS keeps in regular contact with their customers and helps keep the customers interested in their products. DFS keeps their customers as all their products are high quality and are competitive prices.
