Dixons overhauls customer service with KnowHow
Drops Tech Guys for new range of services
Dixons is revamping its customer service and aiming to help people get more out of their kit with KnowHow, which replaces the existing Tech Guy service.
KnowHow is a range of services including making sure deliveries are on time, they’re installed correctly and that there’s help in the event of a problem. It has also involved retraining staff to increase their expertise and knowledge of all the products stocked by Dixons, PC World and Currys.
Katie Bickerstaffe, group people, marketing and property director at Dixons said that it was the company’s aim “to create one hundred million ‘phews’ and ‘aahs’ a year for our customers”.
KnowHow encompasses a range of different services, starting off with a single place to track deliveries, installations and repairs. This is offered free to all customers. Next, the company claims that it has improved its telephone support line based in Sheffield. Dixons aims to have only one person deal with a customer’s query to reduce the frustration and time wasted by constant transferrals.
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Then, there are the paid-for services, which include installation and repair. For installations, KnowHow can configure and setup a wide range of products from washing machines and gas ovens to home cinema systems. Dixons has pledged to improve its service and consider its customers’ needs more carefully, even down to getting its teams to use floor and shoe protectors when visiting a property. Costs vary depending on the product being installed, but as an example a home cinema setup costs £80, while an aerial install and tune costs £149.
KnowHow will also cover repairs and upgrades to computers and other bits of kit, with service bars installed in the majority of Currys and PC World stores. Again, the prices vary depending on the kit, but a software install for £20 seems a bit expensive, where as a memory upgrade for £15 (excluding the cost of the memory) seems like a fair amount.
Finally, customers can sign up for a KnowHow repair and protect plan, which covers your kit against breakdowns with no labour charges. Covering a TV for three years starts at £49, while covering a PC starts at £89, depending on the original purchase price.
It’s certainly a brave step and, given the number of people that seem to struggle with new technology, one in the right direction. The quality of the service is the real test though. We’re due to get a sample voucher to trial the laptop service, so we’ll give you our hands-on impression soon.
