Tesco - Customer ServiceThis print version free essay Tesco - Customer Service.
Autor: reviewessays 21 November 2010
Words: 1536 | Pages: 7
Tesco â€“ Customer service
Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage.
Todayâ€™s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.
To achieve customer satisfaction, an organisation has to provide high quality products and also provide a excellent customer service. When the service and product that the company provided is good, they can obtain customer loyalty. The customers will go again and again and would probably tell their friends. In return, the company can gain lot of customers. Moreover, by this mouth promotion, the reputation of the organisation can be enhanced. And this organisation will soon achieve an increase in market share and profit.
Aims of investigation
Tesco is aim to provide the best possible value for their customersâ€™ money. And they state that they are determined to offer quality products, good services, attractive stores and low prices to their customers.
The investigation is to find out are they meeting these aims and how they meet these aims. Through the investigation I will compare their cost with other supermarket, their store environment, their staffsâ€™ skill, services and their productsâ€™ quality. This can help me to find out are they meeting their aims and what they are doing badly.
I also will search for the background of Tesco and found out all the useful information for this assignment. The investigation can help me provide evidence, true information and do the assignment easier.
Part one of my assignment is the research of the customer service practices in tesco. I will talk about the customer types, the customersâ€™ needs, the organisationâ€™s aims and policy and my conclusion. In this part, I will put some of the information in table and bullet point. Therefore the points are more clearly.
The second part of this assignment is about the way of improvement to customer service. In this part, I will write in assay.
The main customer in Tesco
Tesco is a well-know international supermarket, and it sells a variety and huge range of products. Therefore, many different types of customer will visit Tesco.
General public is the main group of customer of Tesco. General public mean anyone who might need the products or service. Everyone must need to visit the supermarket to buy some necessary products (e.g. food and milk). And many restaurants and take away shops will also buy their material in supermarket. Therefore, everyone also can be the customer of Tesco. We can always see male, female, families, and mothers with kids, single, disables, and students shop in a supermarket. Each of them have different needs and expectations, so Tesco have to provide a lot of facilities and a good customer service plan to meet all of their needs.
The common needs and expectation of external customers:
Information : The external customers of Tesco always expect the goods to be of high quality. They want to obtain the information on goods to know that it is of a high quality and they have to clarify and query detail.
Honest dealing: The customers may need to ask for a refund if they are dissatisfied with the goods and make sure they can make a complaint.
Services : Customers want to have a polite and good customer service provided for them. Some elderly and disable people may need the delivery service.
Environment: Customers like to shop in a safe and comfortable environment and they want to have a shop forecourt where they can load goods in a safe area with no heavy traffic.
Well-packaged products: Customers like to buy the products which are well-
packaged and with no damage on it.
Payment facilities: Customers want the company to provide a variety of payment facilities. (E.g. credit card, cash) so they can pay for the goods easier.
Facilities: Customer may need a rest place and toilet when they shop in Tesco. Disable will need a lift and disable toilet. Customer with kids or baby will need some facilities for them.
The needs and expectations of internal customers:
Information and Assistance: Internal customers need to get the new information about the company and get assistance on employment law in relation to personnel problems.
Communication: Employees of Marks & Spencer are kept well informed of the performance and objectives of the group through personal briefings, regular meetings and e-mail.
Regular stock: They need regular stocks of advertisements, printed forms and to buy stationary and repair.
Inter-shop computer: Internal customers want rapid processing of transactions through the inter-shop computer system.
Complaints: If they are dissatisfied with the services of head office or regional shops, they need to be able to make a complaint.
Services: Internal customers need politely given services.
Delivery on time: They want documents that are sent from other offices delivered on time.
Training: New workers will be relatively unproductive if they received no job-related training.
Payment: Employees need a good payment system with good levels of pay.
Equal opportunities: Employees want to have equal opportunities in treatment.
Customer service of Tesco to meet customersâ€™ needs
Tesco provide a lot of different customer service to meet different customersâ€™ needs.
1. Trolley and basket:
Tesco provide different types of free trolleys and basket in front of the entrance for their customers to meet different needs.
They have a large size trolley, a medium size trolley and basket for their customers. Therefore their customers can decide how many products they will buy and choose different trolley or basket.
For customers who have kids or baby, Tesco have a trolley with â€œbaby chairâ€ on it. Therefore, kids or baby can sit down on the trolley and shopping with their mother or family. Tesco also has kids trolley, which is a small trolley for kids to shopping. So, the kids can also do their own shopping and will not feel boring.
For disables: there have special trolleys for disables people in Tesco, which can connect to the front of wheel chair. Therefore, disables people can do their shopping easily with their wheel chair. Tesco also will sent staff to help hand crippled customers.
2. Car park
Tesco have a large and clean under roof car park, which is secured and ticketed. There have a car cleaning service inside the car park; it is convenience for their customers to clean their car. The car park also have some special area for disableâ€™ vehicles. Therefore, disables can easy to find a place to park their car.
3. Health and safety
Tesco keep their shopping area very clean and tidy. All of their products are on the shelve tidily, and they separate their products into different groups with instruction. Therefore customers can easy to get the products they want.
Tesco have security guards at the entrance to protect the shop and customers, they make sure that all customers in Tesco are shopping in a safety place.
Tesco has provided many different facilities for their customers to meet their different needs.
At the entrance, there have the pictures of all the managersâ€™ in this Tesco shop. And next to the entrance, there have a customer service center. Customers can ask for all the information they want or do their complaint there.
There have a new facility in Tesco is â€œtesco TVâ€. It is a television which introduce the products and services in Tesco and also tell the customer what products are on sale. Customer can easy to get The produces and services information from the â€œtesco TVâ€. There have many tesco TV at the different part in Tesco, customers can see this television everywhere inside the Tesco.
For customers with baby, Tesco has baby-feeding area, water warming facility and baby changing facility. Customers can feed their baby whenever they want in Tesco so they do not have to worry to shopping with their baby.
At the second floor of Tesco is a cafÐ¹; it is a very good idea that customers can stay in the supermarket for very long time with this caters service. Customers also can take a rest by sit down in the cafÐ¹. And it has a free â€œtrolley storageâ€ at the entrance of the cafÐ¹, so customers do not have to carry the trolley when they are eating or drinking.
They also have a lift and stairs for customers which can pass through the first and second floor. Moreover, Tesco have a male, female and disable toilet and that is convenience for customers and disables.
5. Payment facilities
Tesco provides many payment facilities to their customers. (E.g. credit card, debit card, cash, switch, solo, etc).
Tesco have a lot of cashiers for their customers. Some of them are just for basket; some of them are just for cash. They provide this service to make sure their customer will not wait too long for their payment. Tesco also provide a delivery service, so that their customer do not have to take too much and too heavy goods to home.
Behind the cashier, Tesco have a phone to call mini-cab for free. It is very convenience for their customers who want to call mini-cab.