Tesco's 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.
Structure
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 ...
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...pping with their baby.
At the second floor of Tesco is a café; 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 café. And it has a free “trolley storage” at the entrance of the café, 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.
The marketing department advertise for Tesco in hope of getting more customers. They could advertise through the TV, newspaper and online. This would have a positive impact on Tesco international expansion because they would be reaching possible future customers faster. The chain of command is really important in Tesco as it away to pass information around the organisation.
Tesco PLC's Expansion in North Bracknell Introduction: Tesco PLC is an international supermarket not only selling high quality goods but has now also become one of the biggest job markets. As well as this Tesco has been running sub-projects to increase the level of customer care. [IMAGE] Tesco's main aims are shown by the steering wheel provided by their website (www.tesco.com). Tesco want to have good quality for value to earn their customers loyalty while still making a profit. I will be investigating the Tesco Superstore, petrol station, pharmacy and coffee shop in North Bracknell (Warfield).
Tesco is a Public limited company (PLC), which means it is owned by shareholders and it is in the private sector Also known as the for-profit sector and Activities outside the public sector organizations and businesses that provide services and products based on market demands for a cost with the purpose of producing a profit for owners and shareholders in the organisations. Tesco is the biggest employer in the UK with over 250,000 employees and over 1,800 stores.
Tesco’s objective is to be the ‘champion for customers’, and they want to achieve this by being number one in customer satisfaction. They want to grow globally and by doing this they ‘create value for customers to earn their lifetime loyalty’. Tesco is
Tesco must also follow their statutory duty which ensures that their employees have adequate welfare facilities. Employees also have specific duties they got to follow by law which includes them to take reasonable care for health and safety for them and the people around them, they must also co-operate with the employer or any other person to enable the employer or other person to perform or comply with any legal requirements.
Tesco is trying to gain as high profits as they can because company investors or shareholders might thing about investing more money in to the business because of its success and development. Tesco wants to make its investors satisfied because it may affect business future.
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
Tesco is the largest retailer in UK. It is a public limited company which sells multinational grocery, health and beauty product, household items and toys etc. Since Jack Cohen founded Tesco in London’s East End at 1919 and now it has sprouted branches in 12 countries with over 7,800 stores include franchises. Tesco hire over 530,000 employees and they serve over tens of millions customers per week. Tesco
They are highly skilled in areas of design, technology, training, and research and development. In addition, Tesco has a superior presence in the area of manufacturing.
Report on Tesco's PLC The organisation in which I have decided to produce a written report on is Tesco's PLC as they are proving to be the most dominating organisation within the supermarket market despite Wal-Mart taking over Safeway’s. Tesco's as an organisation is classed as the leading supermarket within Britain, it is also the national leader within the food sector. It is now a global organisation as tesco stores are available in countries such as Ireland, Asia and Central Europe. The largest Tesco store is situated in Newcastle. In 1997 Tesco's opened their first Tesco's Extra store which has been running successfully for the past eight years.
and I had no contact from Tesco at all. They had my email address, my phone number and my address. I also had to ring work to say that I was without a car, and I am grateful for their understanding. I had only just started working for them and as a Home Support Worker, I need a car to get around. I rang back on Tuesday 2nd
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.
A customer comes to the desk [IMAGE] A customer complaint about a hi-fi [IMAGE] The employee try’s to deal with the complaint [IMAGE] If the employee can’t deal with the complaint he will call his manager [IMAGE] The manager will deal with the complaint [IMAGE] The manager will try to make the experience as well as possible for the customer [IMAGE] So the customer comes back to the shop at Tesco Where I got my information from about tesco’ s www.tesco.com, GNVQ business studies book, Teacher, Ask questions about tesco on the tesco website, I went to my local tesco store and interview employees,
The advancements in the technological world have allowed supermarket chains and other national stores to quickly dominate the market and are driving out the concept of the ‘local stores’. This surge in the market has seen shares rise and profits bulge with the three main contenders in mind being Sainsburys, Safeways and Tescos who now serve the whole of the UK between them and are the household names of the shopping world. The ICT input to these businesses is vital in that it provides speedy service; controls stock levels and will even allow bank balance transfers to be carried out with minimal difficulty or technical experience.