Tesco's Customer Service Essay

Satisfied customers can be the best advocates, which is why customers’ needs should be satisfied every time.

Customer service involves a consideration of what is needed to treat the customers in a desirable

They want to gain respect and value from their customers, so that they will become loyal to them and recommend Tesco to others as a good store which will improve their reputation and gain them more customers. So by making sure they listen and respond to all their customers’ needs there more likely to achieve this. If they did not treat their customers well and strive to meet their needs they would not have many customers, would not have a good reputation and they would there for not sell a lot and make hardly any money.

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

| |a product they require and receive and appropriate level of service to go with|

The interests and expectations of Tesco towards their customers are that they provide them with a great shopping trip, that they are a good neighbour to the community, that they operate fairly and honestly and also provide a choice of products including sustainable, healthy and affordable options.

Customer service is extremely important within any business, as customers are vital to an organisation. Most customers are willing to spend a lot of money on the service and products provided; this means when customers have a query or an issue with a product or service, they expect the company customer service team to resolve their issue. Customer service should be organised and carried out to high standard.

Good customer service is the foundation of a cohesive, well run business; good customer service is tailored around the needs and wants of the consumer. Providing a level of service like this means paying attention to the customers needs and wants and delivering the product and service in a manner that makes ordering procedure as simple as it can be, doing this acts as a catalyst for profit in that it entices customers to return meaning they will know your product and save money in marketing and advertising (Hurlbert W., 2007) and spread the brand awareness and attract new customers through friends.

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.

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

In order to achieve the service quality for the customers, it needs to have reliability, responsiveness, assurance, empathy and tangibles to meet the client’s satisfaction. (Adele Berndt, 2004)

Today, customers appear to be more demanding for a high standard quality of products and services, in particular desiring for quick response. Customer’s needs and expectation is therefore considered as an important issue for a company to meet the requirements of the customer. Customer dissatisfaction gives rise to a wide range of problems to a business. In view of that, the key challenge of a company is to continuously improve the quality of products and services.

In Tesco, we have chosen to make it possible for our customers to become members of the shop chain. That gives our customers benefits every time they shop in our

Companies are required to satisfy the customer by providing appropriate services and value-added for customers. A strong commitment to quality service and customer-oriented is a major prerequisite in supporting business success.

In today’s competitive world, Service Quality is becoming one of the most strategic tools in measuring customer satisfaction. (Gustafsson, Johnson and Roos, 2005). To create high level of satisfaction and to develop a strong relationship with customers, customer satisfaction is very important (Deng et al., 2009). Due to these reasons, the companies consider customer satisfaction as very important element while devising their core strategies.