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Autor: reviewessays • November 21, 2010 • Case Study • 1,536 Words (7 Pages) • 962 Views
Tesco - 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.
Today'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 customers' 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 staffs' skill, services and their products' 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 customers' needs, the organisation'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 customers'