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Importance of good Customer service.

Extracts from this document...

Introduction

Importance of good Customer service Customer service is the provision of care to customers from pre-service to after sales service. It may be face-to-face, over the telephone, written or via new technology using e-mail and the Internet. Companies use customer care to create an overall impression of an organisation that puts the needs of the customer first, to ensure quality and increase sales over competititors. Increasingly, businesses have customer services departments or customer services desks whose job is to ensure the efficient process of delivering customer care, including provision for those customers with special needs. Many companies now produce literature, which outlines their Customer Care Policy or Charter; this may include their policy on refunds, warranties, after sales service and how to make a complaint. Customer service is very important part of any business organisation. For this assignment I have chose to do my assignment about Sainsbury this company is well known for selling foods, groceries, magazines etc and they provide a customer service for their customers. Sainsbury offers its customers a reward card to make them remain loyal. This is a great way for customers because every time they go to the checkout they swipe their rewards card the customers earn points, a number of points give them rewards (e.g. 100 points give you �2 pounds off the next shopping) At Sainsbury satisfying customers is very important, because they want to have satisfied customers and it costs to have dissatisfied customers. All businesses like Sainsbury depend on their customers to buy products or use services. In return customers expect products and services to be available when they want them, to be safe and reliable, and to offer value for money. Providing a high quality customer service is important for any business if Sainsbury fail to provide this service the business will result in the loss of customers and sales. This is why Sainsbury have become more aware of the importance of customer services. ...read more.

Middle

Sainsbury have Quality Assurance teams. They check the standards in their stores and monitor the quality of our products to ensure they consistently meet the standards laid down when the products are developed. Their Retail and Supply Chain Quality Assurance teams check that all new ideas for stores and their supply chain will deliver only the highest standards of quality, safety. All new ideas for stores are scrutinised to try and spot where things could go wrong and processes and designs changed to avoid errors. They have a team of auditors who are constantly driving standards through a programme of training, coaching and audits. Enforcing these high standards is helping them to innovate. For example, in 2001 they became the first UK supermarket to offer a range of organic meals and sandwiches in their customer restaurant in their Sevenoaks store. Polite service Colleagues at their in-store customer service desk are the first port of call for a wide range of services: * Glass loans; * Flower wrapping; * Customer special orders, lost property; * Sainsbury vouchers; * Refunds; * Complaints; * Signing in of visitors. The First Aid box is kept at this desk and colleagues know who the trained first aiders are in that store. There is always a trained first aider on every shift. Breakages: - If a customer accidentally drops a product and it breaks anywhere in the store, including the car park, they will replace it free of charge. Data protection policy: - they are totally committed to respecting the privacy of their customers and colleagues and any data they provide them with is used only in accordance with their wishes. Only by making use of this information can they understand their needs and deliver the benefits they require. They comply fully with the Data Protection Act that regulates the collection, use, storage and destruction of personal data and they also comply with the guidelines issued by the Information Commissioner. ...read more.

Conclusion

our dry cleaning is guaranteed to remove every stain' when it does not, or 'our apartments are within easy reach of the sea' when they are fifteen miles away The Supply of Goods and services act Service standards are covered by this act, as in buying the services of a plumber to repair central heating or a garage to service a car. Buyers are protected from shoddy workmanship, delays and exorbitant charges the act states that all services should be carried out: > For a reasonable charge > Within a reasonable time > With a reasonable care and skill > Using satisfactory materials The Trade Description Act 1968 This act is designed to prevent a false or misleading of goods, e.g.: > Selling goods which are wrongly described by the manufacturer > Implied descriptions, e.g. a picture on a box which gives a false impression > Other aspects of the goods, including quantity, size, composition, method of manufacturer etc Keeping Customer records Customers are very important to Sainsbury. It is vital to ensure that adequate information is held about each customer. This may be in the form of a customer database or may be their reward card. Customer records should hold the information detailed below: Customer account or reference number Customer name and address Telephone, fax, e mail address, website address Contact name within the customer's organisation Delivery addresses if different from the customer's main address Total value of sales year-to-date Transactions (e.g. invoices, credit notes, customer receipts etc) for the current financial year Balance of money owed by the customer Aged debt analysis (breakdown of money owed by the customer) Products bought by the customer Consequences of poor service Poor quality and service in Sainsbury may result in: 1. Complaints to politicians 2. Complaints to public managers 3. Privatisation 4. Pressure groups 5. Tax resistance 6. Restructuring and downsizing 7. Competition. 1 ...read more.

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