News | Thursday, 9th May 2019

Retail expert appears on TV show Watchdog to discuss department store customer service

Dr Amna Khan provides insight for popular BBC consumer programme

Dr Amna Khan, Senior Lecturer in Consumer Behaviour and Retailing, speaks to Steph McGovern on BBC One's consumer show Watchdog. Pic: BBC
Dr Amna Khan, Senior Lecturer in Consumer Behaviour and Retailing, speaks to Steph McGovern on BBC One's consumer show Watchdog. Pic: BBC

Retail expert Dr Amna Khan discussed customer service at a luxury department store on BBC One's popular consumer programme Watchdog.

She appeared live on yesterday evening's episode to talk with co-presenter Steph McGovern about the impact House of Fraser's changes to its refunds policy have had.

It came after the viewers sent in videos about their complaints about the High Street business, for whom Dr Khan used to work, following its takeover last year by Sports Direct owner Mike Ashley.

Dr Amna Khan with BBC One's Watchdog co-presenter Nikki Fox
Dr Amna Khan with BBC One's Watchdog co-presenter Nikki Fox

Helping customers understand

Dr Khan, Senior Lecturer in Consumer Behaviour and Retailing, said: "I was offered the opportunity to make an appearance with BBC Watchdog live and it was exciting to be on set and share my knowledge beyond academia.

"Engagement with the media is an important channel to disseminate knowledge. It allows exciting research findings to be shared with the public, but more importantly to help customers understand the issues that they are facing.

"Sometimes it is difficult to understand how policies can affect consumers and their behaviour and expert comments aim to explain such issues."

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