How Tesco monitor their customer service!
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Introduction
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. ...read more.
Middle
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: What is a customer question time? Over the last 10 years Tesco has organised and run over 1600 Customer Question Times where customers are invited to come and talk to their local store management team and head office representatives about their shopping likes and dislikes. It's their chance to give us feedback on what they feel is good and not so good about our stores and business. Their feedback is prime importance to us to ensure we continue to offer the right range, service and quality products they have to come to expect from us. ...read more.
Conclusion
We aim to always have the appropriate people at an event to answer questions. These can range from the Store Manager, Store Director, Head Office Executives, Customer Service Manager, Trading Manager and facilitator. I feel that by Tesco offering this customer question time they really do care what customer think and feel about shopping with Tesco and that they want to keep improving their customer service. Tesco quote "It's their chance to give us feedback on what they feel is good and not so good about our stores and business. Their feedback is prime importance to us to ensure we continue to offer the right range, service and quality products they have to come to expect from us" which tells me that they know that they need to keep providing the good service that they are and that they need improve it further to keep the completion on with other stores. I think that by Tesco sending their Store Manager, Store Director, Head Office Executives, Customer Service Manager, Trading Manager and facilitator to these meetings Tesco have sufficient power at these meetings these meeting to make sure that improvements the public want done are carried out quickly and responsibly by Tesco. ...read more.
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