1. Overview/background
Carraig Donn Ennis:
Carraig Donn was established in 1965 and is now one of the largest solely Irish-owned retails. Carraig Donn (Ennis) is one of 36 stores across Ireland with a further two outlets in the UK. This premier retailer specialises in fashion, jewellery and giftware.
Kilkenny Shop Ennis:
Kilkenny Group was established in 1963, originating as part Blarney Woollen Mills.
Kilkenny group promotes and supports Irish design and Irish artists. Kilkenny group has 15 own-brand stores around the country and also two sister brand stores, (Christy’s, in Killarney, Co. Kerry) and Cobh, Co. Cork). Kilkenny stocks approximately 450 brands, around 80% of which are Irish. Who currently employ over 300 people.
2. Summary of findings:
Carraig Donn |
Kilkenny Shop |
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3. Recommendations on how the customer service offering could be improved:
Carraig Donn |
Kilkenny Shop |
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The Office of the Ombudsman |
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How complaints to the Ombudsman are investigated
The formal investigation by Ombudsman:
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If unhappy with the service provided by any of the following bodies:
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Citizens Information |
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Devise a Customer Complaints Policy for an organisation within one of the following industries:
Policy Statement:
Carraig Donn is committed to providing exceptional customer service. While we make every effort to ensure customer service is superior, sometimes mistakes are made. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
A complaints procedure in line with the Sale of Goods Act 1980 has been established for customers who feel discontented with any part of our service. We acknowledge your right to complain and have your complaint investigated. We aim to learn from our mistakes, and our complaints policy is an important part of our continuous improvement.
Making a Complaint:
You may raise your complaint with the member of staff responsible for the service in question. If the matter is not resolved in a prompt manner, the staff member’s supervisor or store manager will become involved in an effort to reach a satisfactory resolution. If you are not satisfied with how your concern has been handled, the matter maybe appealed to the area manager. You may begin a formal written complaint procedure which will be dealt with within 10 working days.
See form below:
Branch Area: __________________ Date: ____________ Time: _____________
Customer Name: |
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Customer Address: |
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Tel: |
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Taken/Reported by: |
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Summary of Complaint: |
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How would you like to see your complaint resolved: |
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Signature: |
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Acknowledgment: |
Internal Use Only |
Investigation: |
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Response: |
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Action Taken: |
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Date Completed: |
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