How Tesco monitor their customer service and improve upon it.
As you are aware customer service is important to Tesco because it allows Tesco to create them a good reputation for protecting their customers, offering good quality of products and services. The acts are the theory of what Tesco do to look after their customers but what do they do everyday to look after them. Tesco is such a large organisation that I doubt it could operate without good communication systems in place. Communication within Tesco has to rapid and clear. If customers make complaints Tesco need to reply to these quick so that the customers do not feel as though Tesco don’t care. Tesco have got telephone, letter and email systems in place so that customers can contact Tesco if they have a question or complaint. I found an example of bad customer service where communication is involved which left a customer very disappointed with Tesco.
This tells me that there are still glitches within the Tesco email systems. If Tesco want to be known to have a good customer complaint system they are going to have to solve this problem. I think that if Tesco find their current system is not working they should maybe try. Although Tesco said “Unfortunately, we have recently experienced technical difficulties with our email facility, which have resulted in us losing the content of some emails. The emails affected were sent to us between 00:00hrs on 07/11/07 to 11:00hrs on 22/11/07” it does not mean that this is true because they have got the dates wrong. There is a possibility that Tesco’s customer complaints team is not big enough and they should think about recruiting more trained staffs. But I am only assuming this, there could generally be a problem with the system, but if this is the case they should sort the problem out quickly because it will leave customers disappointed and coming to negative assumptions as I have just done. The customer service staffs at Tesco now give their first name when answering the phones which not only creates an informal atmosphere to make customers feel more comfortable on the phone but it gives them a person to request to speak to again if they have the same problem or a similar one. This makes it easier for the customer because they will not have to explain the problem fully again. I think that this helps the Tesco customer service to create a good image. Tesco like to find out about what customers think of the Tesco customer service so that they can improve upon the current standard of this service. This is what Tesco do to find out the information they need:
