Innovation, research and development
A Dyson case study

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Page 6: Conclusion

Dyson’s investment for the long-term continues even after the product has been sold to a customer. There is support readily available for Dyson customers if they need advice or help with their vacuum cleaner. Dyson makes every effort to ensure that customer care creates the minimum of fuss and expense for the consumer – it is a key part of Dyson philosophy to invest time in treating its customers well.

Most appliance companies allow electrical stores or service agents to repair machines or provide spare parts, but this is not always convenient for the customer. Dyson ensures that customers receive the best advice and help all the time. They can phone a helpline and speak to an operator who can advise them on how to maintain their cleaner, sell them any accessories, or arrange to have the cleaner repaired. Dyson employs telephone operators and service engineers to ensure this operation runs smoothly. The lines are open seven days a week from 8am to 8pm, and fax and email can also be used. A courier collects the cleaner from the customer’s home, and delivers it back, serviced and repaired within three days.

Dyson | Innovation, research and development
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