• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

The internal complaint procedure in Tesco. An example of a situation when something goes wrong for a customer if a customer buys a DVD player and it

Extracts from this document...


Task 3 The internal complaint procedure in Tesco. An example of a situation when something goes wrong for a customer if a customer buys a DVD player and it broke down in couple of days. Then Tesco would have to replace the product or find refunds. So in order to check whether Tesco has replaced the product or given refund to customers they can get feedback from the customers or employees in the store. Another situation could be that the customers ask the employees where a product is or information about the product and the staff tells the wrong information or invalid information. Then Tesco could analyse the situation and verify to customers that nothing like that will happen gain with an apology letter to rectify the situation. Then Tesco can try to check with customers whether their request/complaint has been dealt with properly. They can do this by directly contacting the person or give questionnaires to fill out. Another situation could be that the customers feel they have been mistreated by staff for example staff gets rude to customers or treat them in a rude way. Then Tesco would have to analyse carefully the situation and take action on employee depending on how serious the incident. However, Tesco would have to be careful as some customers might make false accusations in order to get rid of the employee. ...read more.


So when they analyse the data they have to change the data they have collected to information which is easy to understand. So Tesco could improve the service by offering various trolleys for different needs so it reaches a wider audience. They can even design trolleys which got for example automatic maps 2 direct them to what they want to get. Another example of customer service in Tesco could be having loyalty cards. This means that the customer can get points for every time they buy something at Tesco and after they get certain amounts of points they can get free products of rewards. A way of monitor this service is to give out questionnaires to customers to fill out regarding the usefulness and effectiveness of the loyalty cards. Also another way of monitoring this service is to analyse what kind of products customers buy using the loyalty cards and also see how much purchases they make, this information can be used to analyse and come to a conclusion whether this service is very successful or not. Also another way Tesco can monitor this service is by quality circles, this is where quality circles enables groups of employees who work in direct contact with the customers, in order to get ideas about how to improve the quality of the service. ...read more.


The good thing about Tesco's current practices and procedures is that current practices and procedures satisfy the customer which is very important. Another good thing about this procedure is that Tesco has a quality control, so that's where they check how the products are for example, if they are broken or damaged or if they are up to their expectation. This is important as Tesco can access fully as possible as if the product is in best condition when selling to the customers. However, some bad things about Tesco's current practices and procedures are that they take a long time to go through so customers may have to wait long for a reply. Also the procedure might not have high quality as they are trying to speed up the process so the quality of service Tesco provide might decrease. There are several changes or improvements Tesco could do, they could for example cut down some stages of the complaint process and increase the quality. This is increase customer satisfaction as their needs are met and their complaints are dealt with quickly. If everything stays the same then Tesco will be continually going at the same pace as it is going and may have the chance of losing customers as the current service take too long in dealing with complaints. ?? ?? ?? ?? YATHURSAN DEVABALAN UNIT 5 MR. SCARSBROOK ...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

    Tesco make sure that they have enough stock and to supply the needs of customers and make sure that all the operations are carried out quickly and smoothly. A production function is responsible for meeting their customers' demands and they are responsible for the packing, distribution and inspection of food or any other product or service sold.

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

    sandwich so they make losses in sandwich and Tesco might need to pay for the wages of the staff that run the bakery. Recommendation Overall, I believe this is a good customer service as now customers have more choice of products and this may attract more customers as they feel Tesco offer a good service.

  1. Customer service Tesco's customer expectations

    may win a business increased market share, Tesco keeps existing customers and Tesco enjoys rising sales and profits. Below is a sample of role play that Tesco can use to approach customer service. Customer service assistant: hello, how can I help you?

  2. consistent and reliable customer service contributes to customer satisfaction

    For example if you have to talk to a group of people you should raise your head and speak more loudly and clearly but without shouting. And you should know how to pitch your voice to hold the interests of your customer because if you sound monotone the customer will soon lose the interest.

  1. Ownership and location of Tesco and McDonalds

    On both maps on the previous page you can see that the locations McDonalds have chosen both are competitor free. By this I mean that in both locations there are no other competing restaurants. This is good because McDonalds do not have to worry about losing custom to other restaurants.

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

    With this Tesco will know what criteria to improve on. The easiest and quickest way tesco's use is by confronting the customers while shopping, they ask questions like "how well do you think we are doing in dealing with customers"?

  1. Shareholders - Tesco

    the right direction and cycle lanes to keep Tesco customers who use the bicycles safe on the road. There is also a free phone for taxis. This encourages other transport to be used as it is environmentally friendly. There is advertising for many different things and community news.

  2. It is very important for both Tesco and Dadoos to satisfy the needs and ...

    The internal customer of Dadoos need could be to get a good deal as they are colleagues. The internal customers' expectation could be for his fellow colleague to be polite, be helpful when needed, etc. An advantage of being an internal customer of Tesco than Dadoos is that there is

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