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Customer Service Assingnment

Extracts from this document...


CUSTOMER SERVICE ASSINGNMENT 1) An investigation has taken place into the customer service practices of Sainsbury Supermarket, the investigation will show the following, 2) * It will identify and describe the different types of customers and their needs, * It will identify and analyse the skills required in customer service. * How has sainsbury incorporated consumer protection into its customer service policy. * It will also describe how the organisation uses customer service to meet customer needs as well as strategic objectives. The report will show how the Sainsbury Supermarket could improve customer service. The report will contain the following techniques, * How had sainsbury try to improve customer service * How sainsbury monitors the performance of its customer service function, * How sainsbury could recommend improving its quality systems to help meet customer quality standards. HISTORY As for this assignment the business that was interesting is Sainsbury because it is the longest standing major food retailing chain in Britain as well as in France and other European Countries. Sainsbury supermarket was established in 1869 by John James and Mary Ann Sainsbury. Sainsbury supermarket serves over 11 million customers a week & as at May 2003 had 535 stores throughout the UK. MISSION STATEMENT Sainsbury Mission is to be the consumer's first choice for food, delivering products of outstanding quality and great service at a competitive cost through working faster simpler and together. Sainsbury is committed to developing and maintaining mutually beneficial relationship with their suppliers as well as their customers. As seen in the diagram below:- Sainsbury are based on four key principles these are:- * Commitment to invest in people and to achieved the business goals * Planning how skills, individuals and teams are to be developed to achieve these goals * Taking action to develop and use necessary skills in a well defined and continuing programme directly to the business objectives. ...read more.


Before selling to their customers, this would all come into customer service policy and how sainsbury will incorporate consumer protection. SATISFACTORY QULITY Satisfactory quality is where goods will be of good quality if they meet the standard that a reasonable person would regard as satisfactory. It is a relevant standard dependant on matters such as price and description. Aspects of quality include durability, safety appearance and freedom from minor defects as in sainsbury case they must make sure that they have more goods in quality than effective in which they can sort the major problem in to a minor problem. Below is a diagram that explains of how sainsbury uses customer service to meet their customer service needs which shows how: - Customer Exit inside and outside with their organisation and Internal customer may also be external customers and Relationship with internal customer affects the final service or product received by external customers. SAINSBURY INTERNAL CUSTOMER INTERNAL CUSTOMER EXTERNA CUSTOMER Above is a simplified map that flows to the internal and external customers which shows that once sainsbury have identified who their customers are, the diagram indicates the existence of an internal market and there are several opposites of internal market. Sainsbury already have relations with a number of internal customers and they know that they need to keep those customers satisfied in order to operate effectively. Sainsbury link with the external customers may be twice or three times removed, but they will be able to trace the effect of their work on final quality of goods or services. Delivered to external customers. Sainsbury will be able to see the value which they can add to the final product or services, and they will also be able to see how the quality of those internal relations effects relations with the external customers. CONSUMER PROTECTION The way sainsbury organisation has incorporated consumer protection in to its customer service policy is by the legal perspective where sainsbury deal with customers, they have implicit as well as explicit commitments. ...read more.


This is another way sainsbury can recommend how to improve their quality systems to help their customers service quality standards. By using the research, they can be able to develop a communication strategy that repositioned them as a successful independent supermarket and allowed them to expand their market by gaining more customers every day. Sainsbury can improve their quality expectations is by having taste samples, in other words a new product out and have a sample of the product such as having chicken pie sainsbury can than see that if s customers would be interested in trying out the new product and also if they' re willing to buy the product . At the same time they can have another recommendations to meet their customers expectation by having questionnaires done and asking their customers if they are willing to try out the new product and ask if they like it or not. They can all be done if a hygiene factors than the customers would be satisfied in trying out the new products. I think that sainsbury have all the processes to cover all the topics, they are a successful organisation whom take care of their customers in every ways, i.e. they also bring product for their customers which are safe for them. The way the planning took place was by my own research at the library and the Internet was useful to my business, which is sainsbury Supermarket. I also used my class notes to help me with this assignment as well as looking at other resorces such as textbooks and also looked into what Sir Alaistar had thought of customer service. I used the Internet to find information on saisntobury monitor their customer performance and other various areas I looked into. In some areas there were needed a lot of adaption made in E2 and E3 which i corrected after receiving feedback. The research took a lot of time inorder to research specific areas as iI needed this investigation on this assignment. ...read more.

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