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Investigation into customer service at Sainsburys, Hessle.

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Introduction

Investigation into customer service at Sainsburys, Hessle On Monday 3rd March me and the rest of my business group went to the Sainsburys superstore in Hessle, which is just on the outskirts of Hull. This is a map to show where it is located. When we was at the store we was been given the talk by Samantha Hughes who was a customer service supervisor and she was also and ex pupil of Wolfreton School. This was a very busy day for the store, so it was much appreciated that she gave up her time when she could have been working because time is money. Sainsburys cater for all needs by having the following things available for its customers: * Deli counter * Bakery * Fish * Meat counter * Hot food * Flowers * Videos * Music * Salad Bar * Toilets * Disabled facilities * ATM * Recycling * Petrol station * Clothes department * Travel agents * Customer loyalty card * Lottery * Organic food * Passport photo booths Importance of customer service Sainsburys base their whole store on customer service this is because they value their customers the most. ...read more.

Middle

Strategies used by Sainsburys Sainsburys also offer a Nectar card and this is a card you'll be able to earn points from four launch sponsors (Sainsbury's, Barclaycard, Debenhams and BP) for, better rewards than ever before and this is just from your nectar card. When you pay at the till at Sainsbury's, Debenhams or BP your Nectar card will be swiped and any points added to your account (When you pay by Barclaycard anywhere in the world your points will be added to your Nectar account each month (once you have registered your Nectar number with Barclaycard). Shop with your Barclaycard at Sainsbury's, Debenhams or BP and you'll earn two lots of points. Once you've collected enough points for the rewards you want, whether it's free meals, great days out, flights abroad, and cinema tickets. You can even use your points to save money at Argos. This is a picture of the Nectar card: Sainsburys did have a reward scheme which was a card what customers could use to get points and special offers a bit like the ABC card what Safeway offer. They decided to get rid of this card because it is always looking to improve its offers towards its customers and even its potential customers. ...read more.

Conclusion

(See appendix 3) This is based on a grading system what they carry out and it is on three different colours: * Red = Poor * Amber = Satisfactory * Green = Excellent The managers then have a record on what every employee scored and if it is poor they will get trained again and if it is excellent they will only get monitored every six months. This is excellent customer service because if the employees are not doing the job required it will mean that they will be re-trained and we eventually are able to offer the service what the customers expect from the employees of Sainsburys. There is also a self-assessment form what the employees have to fill in about them self's and this will mean that they are putting what they think could be improved so the managers know what they have to improve on, and whether they think the improvements should be taking place and what they are going to do about it. This is the smile policy what some other organisations use such as TK Maxx. Smile stands for: Smile and acknowledge customer Meet customer expectations Interact with customer Look Professional End the exchange The employee will mark them self on a 1-3 scale and depending on a honest result will get a good result back from their managers. (See appendix 4) ...read more.

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