Tesco - Customer Service Essay

The customer service personnel should be in a position to acknowledge their clients and pay attention well to whatever they say and put into practice active listening. They should also give a chance to the customers to respond to the services the company offers perhaps through the enterprise’s website. For any company to prosper, good customer relation is paramount in building a loyal

Tesco tries to understand customers and be the first to meet their needs by always sending emails to latest new products in store and on their website. Plus deals and discounts on products that suits the customers’ needs.

If sales staff and customer service staff don’t work together to meet the needs and expectations of customers, then customers will start to think that Tesco isn’t a good place to shop and that the staff isn’t well trained and prepared to work there and provide help and information, so they will go to other supermarkets that provide better customer service Tesco will start to lose more and more customers and this will decrease their profit which in an extreme case can then lead for the closing down of the company.

When TESCO first originated, founder, Jack Cohen, solely depended on the sale of groceries from his market stand to generate a profit. Since then TESCO have greatly expanded and adapted to satisfy customers. There is a number of services available to portray the company as a more practical one for the customer. To do this and sustain their place within the leading supermarket ranks, they have introduced new ideas and initiatives to stand out from the competition. Below, you will find some of the different business operations and departments within TESCO.

It requires a great deal of effort to induce satisfied customer to switch away from their current existing. Thus, customer satisfaction is been given top priority in today’s competitive world.

|Commercial |Providing good quality customer service will make the organisation successful and able to keep their |

Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.

Good value products, means that the product is worth the money paid. This is the minimum expected from any business, whether it be through a products or service. This means that we expect a better quality product/service, for a higher amount of money. An example of this is you would expect a better quality TV if you paid £400; than if you paid £50. The top

Tesco PLC is one of the largest retailer in the world and by revenues it is the third largest , started in Welwyn

A customer has been spoken to and treated rudely, they have written a formal complaint in writing.

BackOffice needs to ensure that it has a robust EEO program to avoid potential allegations of wrongdoing. I would recommend to the CEO and Human Resources manager to mandate training during in-processing of new employees and to develop an employee handbook that covers all relevant policies and procedures that must be adhered to by all. A great company

Customer loyalty is much harder to obtain that customer service satisfaction. The most important first step is to satisfy the customer by meeting their expectations. Customers only give a company one chance and if they aren’t satisfied they will not do business with that company again, as well as tell others of their experience. The next step would be to exceed the customer’s expectations. If a business goes above and beyond to assist the customer they begin to build loyalty. The next step is to truly surprise the customer. In order to dominate the marketplace the company must find a way to make them selves stand out with their product or service, accompanied with phenomenal customer service. Once this has been done customer satisfaction and loyalty will be gained. “Acquiring a new customer can cost four or five times more than keeping a current customer” (Bestmark, 2013). So it’s essential to keep the current customer’s happy and coming back for more.

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

It is imperative to satisfy customers and give them an amazing experience at the company. While it cost less to sell to existing customers and companies can increase profit by selling to the same customers; if customers are satisfied, there is more chance they will come back for more services or products. Satisfied customers are a free marketing for the company. However, it is the opposite if customers are dissatisfied. Dissatisfied customer will tell 8 to 10 people about his or her experience (O’Brien, A & Marakas, G. 2004). If by any reason, representatives see that the customer is not satisfy, they should act fast and fix the problem. Furthermore, there is more chance for sale representatives to sell to an existing customer that to a new customer. A good strategy for customer retention is to reward good customers. Companies can easily do

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these