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customer service with in Sainsbury

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Introduction

Introduction to the assignment In this assignment I have to write a report that clearly shows that I have investigated the customer service practices of an organisation and commented on how the organisation could improve its customer service. The organisation that I have decided to do my assignment on is Sainsbury (J-Sainsbury Plc). Introduction to the company J Sainsbury plc is a leading UK and US food retailer with interests in financial services and property. The group comprises Sainsbury's Supermarkets and Sainsbury's Bank in the UK and Shaw's Supermarkets in the US. Group turnover in 2003 was �18.2 billion; underlying earning per share was 21.5 pence. Sainsbury's Supermarkets was established in 1869 by John James and Mary Ann Sainsbury and is Britain's longest-standing major food retailing chain. The founders' principles and values guide them strongly today as they did at the outset - to be the customer's first choice for food shopping by providing high-quality products, value for money, excellent service and attention to detail. Sainsbury's Supermarkets employs over 173,000 people a year (including Savacentre). Of these, 60% are part-time and 40% full-time. 62% of employees are women. A large Sainsbury's Supermarket offers over 23,000 products - 40% of these are Sainsbury's own brand. In addition to a wide range of quality food and grocery products, many stores offer bread baked on the premises, delicatessen, meat and fish counters, pharmacies, coffee shops, restaurants and petrol stations. Sainsbury's Supermarkets serves over 11 million customers a week and as at October 2003 had 512 stores throughout the UK. Nearly 60% of our stores are in town-centre or edge-of-centre locations, many of these built on previously derelict sites. Sainsbury's objective is to be the UK consumer's first choice for food and to meet its customers' needs effectively and thereby provide shareholders with good, sustainable financial returns, and to create an outstanding shopping environment This means they would like to grow and have good customer services. ...read more.

Middle

speed and convenience in the kitchen, from our ready-meals range, to a wide selection of prepared meats and vegetables that require no preparation, to handy kitchen products such as frozen herbs and 'one cup' filter coffee bags. * Health We understand that healthy eating is about balance, and we focus on providing clear and easy-to-read nutritional information on our products to help customers seeking this balance. We are trailing the provision of healthchecks and allergy tests in some stores. * We have succesfully reduced the level of salt in our products, and minimised the unnecessary use of pesticides to grow food. We place great emphasis on fresh food, and we are staunch supporters of initiatives such as '5 a day' (fruit and vegetable portions). * We offer many products specifically for health conscious customers, from the Be Good To Yourself lower fat range to the freefrom range catering for special diets. * Different tastes We offer a very wide range of products (over 20,000 different products in many of our supermarkets) to meet just about every taste. For example, we cater for local tastes in Scotland by opening Simon Howie branded meat counters, we sell Kelly's of Cornwall ice cream in the South West, Bartons pickles in the North West, Genesis bread in Northern Ireland and a wide range of kosher foods in Finchley Road. * Style Reflecting the growing interest in travel and style, we source from around the world new and different food and drink products and ideas. Responding to the increasing interest in homestyle, we launched a stylish range of homewares in September 2003. * The joy of food Most importantly of all, we love food and understand just how much food is enjoyed by people in the UK. From our Taste the Difference range of even better tasting food to our authentic regional Italian ranges, from our party food to our Christmas puddings, we aim to provide food to be enjoyed, whether a simple meal after a hard day's work, a family Sunday lunch, or a social gathering like a barbecue. ...read more.

Conclusion

If customers think that the Sainsbury shows no interest in their health and safety then this can put them off from shopping with them. Also if someone injured them self, cause of the mess in the store, then they could be charged for that as well as creating a bad name for the business. There isn't exactly a disadvantage for this recommendation. The only thing is the manager will have to take some time out and make sure the fire exit signs are clearly shown and any mess are cleaned quickly. Cleanliness and hygiene Cleanness and hygiene is also part of the health and safety. Some store's employees (like staffs from the fish and bakery section) do not wear gloves when they serve the customers. So I believe those store employees should wear gloves when they serve. If this recommendation is followed then it will stop customers from living Sainsbury. There are many customers who cannot speak English so they would not able to complain or say anything if they are served by bare hands, but they will change to the competitors. The disadvantages are same as health and safety. Accessibility and availability Normally there is always stock available but there are times when there isn't. There aren't many improvements that could be made to over come the problem except to buy more products. The disadvantage of doing that is, it could go out of date, so it is no point of buying more products, as they would not be able to sell them if it goes out of date. One improvement that could be made is having more staffs available in the store who could help the customers find products if they cannot find it. Helping customers to find products around the store will create better customer service. It will create customer loyalty. The only disadvantage to this is the staffs on the floor need to train, so they can tell the customers where everything is. Provision for individual Sainsbury already provides service for elderly people and for mothers so there isn't any improvements that could be made. 1 ...read more.

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