Customer Service Within Sainsbury's Supermarkets
Introduction
The aim of this report is to look at the different methods used by
research companies to measure customer service and show how they work
and how affective they are. The report will then use a questionnaire
along with the support of Sainsbury' s Bridgmead store to see how
their customer service is rated by their regular customers.
The different methods of measuring customer service
Customer satisfaction is the extent to which the requirements of the
customer are met by the supermarkets and shops. A service is
considered satisfactory if it fulfils the needs and expectations of
the customer(s), whether the customer is the general public or another
business.
Measuring this satisfaction is an important element of providing
better, more effective and efficient services. When customers are not
satisfied with a service as provided, the service is neither effective
nor efficient and can result in a loss of business.
Why do we measure customer satisfaction?
The level of customer satisfaction with services is an important
factor in developing a system of service provisions such as the 7P's:
§ Product
§ People
§ Price
§ Physical Evidence
§ Place
§ Processes
§ Promotion
Theses areas of any business are responsive to the customers needs
while minimising costs and time requirements and maximising the impact
of the services on target populations. The reason being each 'P'
represents a different part of the business, which a customer will
have to interact with during their shopping experience.
In order to develop a service delivery mechanism that addresses its
customers' needs, desires and expectations, it is necessary to:
* Know what customers are thinking about you, your service, and your
competitors.
* Measure and improve your performance.
* Turn your strongest areas into market differentiations.
* Turn weaknesses into opportunities for improvement.
* Develop internal communication tools to let everyone know how they
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
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.
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.
Customer services Customer service is the part of Cadburys that tries to make sure customers are satisfied with the good or service they are buying. Without customers Cadburys couldn’t survive. Cadburys treat their customers is very important. Customer services can be: Pre-sales services – services for customers before customers have made a purchase; After sales Services – services which are available to customers after they have made a purchase. Staff working in customer services deal with matters such as making sure that products are delivered on time, providing help if the
to fill a book, they were able to exchange the book for cash or other
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
Williams, P. & Naumann, E. 2011, "Customer satisfaction and business performance: a firm-level analysis", The Journal of Services Marketing, vol. 25, no. 1, pp. 20-32.
The management at Tesco’s seem to place an emphasis on customer needs through the ‘Tesco Values’ philosophy, expressed as two values “no one tries harder for customers; treat people how we like to be treated”(Tescoplc, 2013)3. Tesco’s maintain that this represents listening to customers and using all the tools at their disposal, such as, Clubcard data, Frontline contact with employees, focus groups and research trackers to gather information (Loyalty square, 2013). Subsequently, this communication allows the company to act i...
I am responding to Whole Food’s add for Cashier and know I would be a perfect fit on the Whole Foods team. I have two years of customer service experience working at Dillard’s as a Cashier/Sales Associate and Conduit Global as a Customer Representative. I know how to provide excelient customer service and how to accurtly count money and give change.
Various organizations have different functions that interrelate to enhance productivity and performance (Bell, 2013). These functions are integrated to give the organizations a competitive advantage and emerge stronger in their domains. These functions include marketing, operations, finance and human resource functions. The interaction between these functions enables organizations and firms to work towards achieving the fundamental goals of the organization. The failure of each of the functions to achieve its mandate may lead to the ultimate failure of the organization (Walker & Mullin, 2011). In this regard, the different functions of an organization are dependent
McDonald’s training is far more effective than most other fast food chains. There are three elements of the training that are critical to McDonald’s worldwide: service, quality, and operations. Customer service training is a crucial part of McDonald’s training.
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.
a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring
(Greet the customer “Good Morning Sir” and say “ I am-------- from AC Neilson, I understand you are involved in transport business and I am here to take your opinion about the vehicles you are using and it’s service aspects” Give a pass for the respondent to think and continue as “can I take 20 minutes, sir”. If not given ask for a fresh appointment and meet on the appointment date)
I am a customer service representative at a health company funded by the state. I hear a lot and a lot is expected from me. My job description consists of talking to members over the phone. I explain about their benefits, services that we offer, obtain personal information, I verify authorization, look for provider and etc. With being the first point of contact I try hard to deliver the best customer service that I possibly can; so that I can show that I really cares about the members. The three core values that help me work with my customers are respect, honesty, determination, these three values has shaped me into the young lady that I am today, but most importantly they help me provide great customer services.