• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month
  1. 1
  2. 2
  3. 3
  4. 4
  5. 5
  6. 6
  7. 7
  8. 8
  9. 9
  10. 10
  11. 11
  12. 12
  13. 13
  14. 14
  15. 15
  16. 16
  17. 17

I will investigate and identify how important customer service really is to J-Sainsbury's and Tesco.

Extracts from this document...


I will do a report on two different businesses and found how customer service is dealt with, within the business. The two businesses I have chosen to base my coursework on are J-Sainsbury's and Tesco, which are both public limited companies. I will investigate and identify how important customer service really is to J-Sainsbury's and Tesco. Also I will identify how customer service is in both businesses and will also statement any improvements, which I think could be made to both businesses to ensure a higher quality of customer service. What is a customer? A customer is anyone who goes out shopping to purchase a good or service. Customers are considered to pay for products and be involved in a transaction between the business and customer. It is important to consider that a customer's can be both internal and external to a business. What is customer service? Customer service is how the customer is dealt in store and also how customers are dealt after they have purchased goods or service from a business. Customers expect a high standard of customer service, in order to keep them satisfied. This is very important as it gives an impression of the overall performance of the business. Good customer service would result to high level of sales and the business will stay on the competitive side, compared to their competitors. E1. Importance of customer service to J-Sainsbury Customer service for J-Sainsbury and Tesco is a very important function, as a good customer service would give J-Sainsbury's and Tesco a good reputation, resulting in an increase in customers shopping at J-Sainsbury's and Tesco. J-Sainsbury's mission statement, which, states that J-Sainsbury's mission, is to serve customers the best quality and choice to meet their everyday shopping needs. By looking at J-Sainsbury's mission statement I can judge that J-Sainsbury's take pride in the customer service that they provide to their customers. ...read more.


All of these are going to be needed to provide good customer service at Safeway's. The benefits of having satisfied customers at Safeway's 1) Satisfied customers - when customers are satisfied they would come back to shop again and this would lead to an increase sales. 2) When sales increase more profit would be made and some employees could get an increase in their pay. 3) A good public image - with this most of the public would recommend their family and friends to shop at Safeway's because of the services and facilities provided cf. 4) An edge over the competition of rivals. The cost of having dissatisfied customers at Safeway'sc1) Dissatisfied customers - when Safeway's have dissatisfied customer's the company would lose customers 2) A bad public image - with this problem Safeway's is going to lose their reputation against other supermarkets 3) With out any customers shopping, Safeway's is going to lose a lot of money and could go bankrupt The consequences of poor customer service for Safeway's are that customers are going to be angry with the service because of: 1) Lack of staff e.g. if there's no staff around to talk to 2) Lack of staff knowledge e.g. when a staff is trying to sell a product she/he would not know what the advantages or disadvantages are 3) Fallen profit 4) Not getting new customers bd. 5) Increasing costs e.g. main taints bills, wages, business rates, rent etc Task 2codd The situations that require staff at Safeway's to have contact with customers It is important to realise that dealing with customers is not always about selling them something. There are many different situations in which customer service is provided, for example: 1) Providing information - e.g. any special offers, company information or any jobs 2) Giving advice -e.g. different types of brands, the times that isn't that busy at the supermarket or types of different loans 3) ...read more.


there's 1000 cans of bens in total but when 900 of them are brought there's 100 left so he system automatically order another 1000 tins of bake bens Access to the building and services Safeway's has a few types of access to their stores e.g. - car park, this will attract more customers to shop at Safeway because they would not have to worry about where to park when they arrive there but not all the time there are spaces to park your car this is because some people park their car so they could shop around the local area for Safeway to overcome this problem they should issue a ticket when you go in their to park your car and the ticket should be only for two hours -Lifts, are very important to because most car parks are two floor so customers could take their shopping easier up to the second floor. Disable people could use it too it they can't walk up stairs -Caf� coffee shop, after shopping some of the customers are going to a bit tired so they might go in to the caf� to have a cup of coffee and even better is Safeway could do an offer (if you spend over �20 you could get a free cup of coffee) -Children pen, for busy mothers shopping they could leave their children in a little area with a few trusted adults looking after them while you as a customer could shop more easier and quicker. -Toilets, is could be a good way for customer to stay longer at Safeway because they could spend more money. SafewaycIf Safeway improves these issues they will be a bigger and better company. Safeway should not forget that the most important thing in a business is a customer that will keep the business running. Safe's jobs is to treat their customer the way they will like to be treated ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our GCSE People in Business section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related GCSE People in Business essays

  1. Functional Areas of Tesco

    The human resource and administration functional areas will make sure that the Tesco Stores are cleaned and comply with all the health and safety regulations. These two functions make sure that all equipment is working correctly and is safe. If a function finds some equipment that is unsafe they will

  2. There 15 things what Tesco does to provide a good customer service to customers. ...

    always dealing with complaints or problems with children while shopping, so it increases customer satisfaction and also may attract more customers as they may feel Tesco are reliable. However, this may cost a lot of money as Tesco have to pay to build the play area and also pay for the wages of staff to look after the children.

  1. Customer service Tesco's customer expectations

    If a staff does not speak the language that a customer understand, the customer should be refer to another staff that can speak the same language as the customer. Tesco have different customers with different needs. For example disabled people should be helped with their shopping, a blind person alone

  2. Report: Type of ownership of J-Sainsbury

    1882 was a crucial year because the first branch of Sainsbury's opened outside London, which was opened at 11 London Road, Croydon. And also in the same year the first depot at Allcroft Passage, Kentish Town North London was open.

  1. consistent and reliable customer service contributes to customer satisfaction

    Task 3 In this task I should anticipate and meet the needs of at least three different customers in a range of situations. * Accessibility for disable peoples for example those with wheelchairs. The business makes their stores accessible for wheelchair user by having big signs that are clear and

  2. Ownership and location of Tesco and McDonalds

    Advantages: * Shareholders who own the company may have limited liability. * Business finances and the owner's finances are separate. * Can take more risks due to limited liability * Usually shareholders are closely involved with the running of the business.

  1. Tesco Customer Service.

    Tesco show customers that they are cheaper than competitive stores with their price tags. They often have things like; Tesco price then Asda and Morrison's price underneath. I think that this helps Tesco to become a bigger threat and higher competition to other leading supermarkets.

  2. Methods used by Tesco to monitor if good customer service is taking place.

    This is usually done in few selected Tesco stores dependant on management and cultural style of the store. Focus groups is a system which tesco's rarely use, this is usually done where feedback is obtained from a small group of people usually consisting of 10-15 people, discussing about products and being asked for information about Tesco's customer services.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work