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Customer Services at Tesco

Extracts from this document...

Introduction

. Introduction. I am doing a project based on Customer Services for Tesco. I am doing research into the company and with my findings I am going to provide recommendations to improve Customer Services at Tesco. The areas that I am going to be covering are: * What Customer Services does there company provide. * How do they measure Customer Satisfaction. * How do you know that their customers are happy. * What legislation affects their customers at Tesco. * How do they segment their target market. And * What is their Customer profile. From the above I will provide recommendations for improvements. Theory Of Customer Services. Customer Services is the overall activity of identifying and satisfying customer needs. "Most people entering a shop or contacting a firm by letter or telephone, have suggested that by this action they have a need"1 I think that this suggestion is true because people go to the shop and need somewhere to park and what kind of parking they need, if they need to use the toilet facilities, also just going into the shop buying the products. The customer must be treated and advised accordingly, and the advice that they are given must be accurate. "After sales service is an essential element of customer service in any type of organisation, it may cover faulty goods, refunds, exchange of goods, complaints about goods, service or hygiene."2 Many customers go back to the store in which they have received something and have a query about the service or product in which they have received. Sometimes it may be food things but other times its not. ...read more.

Middle

At your request, our driver may carry your order into the delivery address, for example, to a particular floor in an apartment block or into your kitchen but only if: a. the driver has your permission and b. our driver believes that it is safe and practical to do as you request. We always reserve the right to deliver only to the main entrance of the delivery address. Please note that we deliver goods only to specified regions within the United Kingdom. To check that the online Grocery service delivers to your area, please enter your postcode at http://www.tesco.com/register/signup.asp. Delivery times will be agreed with you at the time of placing your order." Payment: The different ways of paying at Tesco are: 1. Cash 2. Credit/debit card. 3. Cheque Field Research Findings. Notes Based On Tesco In Hertford I carried out some field research at a Tesco near me. Here are my findings:- * Bigish car park but not big enough. Plenty of disabled parking but people not disabled parking in them spots. Same with parents and child parking. * Vegetables nicely laid out. * Prices cover up over prices. * Isles labelled * Trolley in way. * Lots of leaflets. * Salad in meat section (moved.) * The meat that was displayed looked like it had been thrown in. * All the reduced things looked like they had been hidden away in the Bacon, Fresh pasta and ready meals section. * There's a hot deli selling hot chicken of different sorts. * Certain isles crowded more than others. Some isles empty. * There's a pillar in the middle of the isle (obstruction to customers) ...read more.

Conclusion

Most of the staff are on tills, packing shelves or on the go to do something else and it seems that some of the staff have no time to actually help the customers with there queries. The customer services help desk is meant to be there to help but there was one case where my dad had a complaint and one of the staff members was trying to tell my dad that he was actually in the wrong but actually he was in the right. This was soon resolved when I higher member of staff came to help sort out the situation. Also with the staff I think that they should check that the food is in the right place and not on the floor or damaged etc. Signs: The signs that are hung from the ceiling don't really explain what are on each isle. On one isle it says pasta but in that same isle it has biscuits etc. I would recommend that the signs should be a lot clearer to help customers find there way around the shop then maybe staff would not have customers coming up to them asking where things are. Isles: A suggestion that I would make about the isle is that they do get really crowded, so if Tesco know that that certain isle is popular then maybe they should widen the isle. Also they should not put a pillar in the middle of an isle because it is an obstruction to customers and even more so little kids who may be running around and might run into it because there might be a slippery floor etc. This would make Tesco a more safer environment. 1 Taken from Advanced Business Osborne Books. 2 Taken from Advanced Business Osborne Books ?? ?? ?? ?? ...read more.

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