Customer Service Unit 9From :Kasun Perera To : Mr Sturrock Unit 9 Customer Service What is customer service? To satisfy the needs of the customer in such away as to maximise profit.A good Customer Service department is crucial to the success of any business. Major retailers such as Tesco have well-establish reputation for providing a good customer service. It’s importation to find out customers expectations and needs in order for Tesco to meat there expectations and needs. All customers expect high level of customer service.For example, if a person goes to buy a Flat screen TV, they will expect the sales person to provide them with information with regard to the technical specification of the TV, safety features, option with regard to buying the TV.When a customer has bought the TV the Store will provide them with a telephone call to see how they are getting on. Tesco keep their customers happy by:Providing an appropriate range of products and services, Dealing quickly with problems and complaints, Having good and clear communication systems, Treating people with integrity and courtesy, etcIf Tesco continue to operate in this manner it will more likely to benefit from: Additional business-because satisfied customers are likely to recommend friends and relatives.Repeat business-because satisfied customer are more likely to return to buy again.Happy staff- because satisfied customers are likely to be happier and easier to deal with than those who are dissatisfied and have reason to complain.From a good customer service Tesco can earn more money, then it ill be able to open more branches, take on more workers in other words expand the business.Providing a high quality customer service is vital for Tesco. Bad
customer experience are prime subjects of gossip. They can destroy a reputation of the business. If Tesco don’t provide good customer service it will loss customers and sales. Who are the internal and external customers for Tesco.The internal customers are the people who works in the Tesco like employees, employers. E.g. of internal customer-Someone working on the checkout who takes receipt of new till-tolls.External customers are the regular shoppers. Tesco has a wide variety of external customers such as kids, teenagers, workers, families, old people, adults, travellers.What are their expectations and needs?Shoppers are interested in good value for money, their ...
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customer experience are prime subjects of gossip. They can destroy a reputation of the business. If Tesco don’t provide good customer service it will loss customers and sales. Who are the internal and external customers for Tesco.The internal customers are the people who works in the Tesco like employees, employers. E.g. of internal customer-Someone working on the checkout who takes receipt of new till-tolls.External customers are the regular shoppers. Tesco has a wide variety of external customers such as kids, teenagers, workers, families, old people, adults, travellers.What are their expectations and needs?Shoppers are interested in good value for money, their expect Tesco to have a exchange/ returns policy in case if they choose to have their money back or change the item for a another. Shoppers expect quality goods from Tesco, and range of products, because it’s better to choose from range of products then just to get the one available. Shoppers highly expect helpful and knowledgeable staff, shoppers would rather get advise from a employee who knows about a product then an employee who don’t heaver clue what the customers talking about. Shoppers also expect facilitates such as toilets and cafes in a big retailer like Tesco. Employees highly expect good rate of pay, they expected to be paid a ok salary for their work. They also expected to be treated with respect, they work hard and Tesco cant run with out it’s employees so it is tacos best interest to respect it’s employees. They all so expect promotion opportunities because they don’t won’t to stay in the same job all the time they would like to get promoted to some thing better. Suppliers expect there products to be well personated in the store, they expect bulk buying and acceptable payments. What procedures dose the Tesco has when there are dealing with complains?Top five customer complains are for Tesco is:1. Being kept on hold for excessive lengths of time, while being told repeatedly how much Tesco values their custom. 2. When Tesco ignore basic consumer rights, e.g., taking back faulty goods and being refused a refund and told to change it for another product.3. Inflexible delivery times - businesses which refuse to deliver beyond a narrow, fixed time, or at weekends. 4. Rude or over-friendly staff - both extremes can make customers feel uncomfortable.Tesco has to take every single complain seriously because loosing one customer may lead to loosing 1000. So Tesco take there customer complains very seriously and try every thing they can to solve them. Tesco look backs at the most comment complains and try to solve them before they get out of hand. If Tesco did not take their customer service seriously and did not look back at the comment customer complains and don’t have a system for the complains then complains will continue to grow and Tesco will loose lot of customers and soon or later Tesco will run out of business. What type of customer records are kept by TescoCustomers are very important to Tesco or any other business. It is vital to ensure that adequate information is held about each customer. It may be in the form of a customer database or may be held in the sales ledger of Tesco’s accounting system. Tesco hold Customer records such as:Customer account or reference numberCustomer name and address, Telephone, fax, e mail address,Delivery addresses (if different from the customer’s main address)Transactions (e.g. invoices, credit notes, customer receipts) Balance of money owed by the customerProducts bought by the customerFrom this information it will be easy to make any type of report on any subject matter (sales per month, sales per product, sales per geographical region etc). Such information is vital to ensure that the Tesco can continue to meet the needs of its customers and to make sure that it achieves its sales targets. Different areas of customer service. Tesco make it very simple and easy for their customers to make a purchase. Tesco give out assistance to all the customers when they need it. They have large number of tills and a big customer service desk so customers don’t have to wait in the Q when purchasing the products and making complains or returning goods. Tesco accept payments in cash, cheque and credit or debit cards. The additional service such as online store, free delivery and after sales service help Tesco to attract new customers wile keeping the existing ones. Often customers look for information such as information about Tesco, prices, suitability for different purpose and availability about an particular product before buying it this helps customers to choose a product from one supplier rather then another. Tesco provide lots of information about their Company Overview, Company History, Financial Results, Shareholder Information, Financial Info and Media Info you can get most of these information from Tesco website at www.tesco.com. They also provide general information about types of products and environmental issues that concern the customers. Healthy living, for a example provide a range of leaflets on nutrition. Healthy eating and other matters. Tesco send these leaflets to their cubcard members and people who order them for free. So Tesco’s customers get information on health for free. Tesco offer their finical info and other information for customers to take away with them to study at their leisure. Employees responsibilitiesEmployees all ways should try to help the customers when they need help because that’s what their there to do. They should be very polite to all the customers and make sure staff members are presentable. They can do this by making sure every ones on time to work and clean the store before customers get their and place the products in rite place before opening the shop. Employees should not try to disagree with the customers. They should know where every thing is and have knowledge about products and know all ways customers are right. Recommendations Tesco should have car park for their customers and specially for disabled people to park their cars, and people in wheelchair can reach the shelves and the member of the staff should be there with assistance. There should be a special staff member that can help sample clothes to people who are in a wheelchair. There should be a toilet for people who are in a wheelchair and someone to push them around the store.Why need improvements? In Marks and Spencer there are not enough facilities for disabled people that’s why not many disabled people go there, because it doesn’t meet their needs and expectations. If Marks and Spencer meet disabled people needs and expectation this will improve loyalty and more disabled people will come to shop at Marks and Spencer and these will be their main customers. .What are the consequences of poor customers service forTesco?The consequences of poor customer service are that by doing the research you will not know what the customers needs and expectations are Marks and Spencer and will start to slowly lose customers. Mark and Spencer will not make enough money and then customers will not come to shop at the Stores. Mark and Spencer will have a bad reputation and no one will want to shop at the stores and then soon after they will be out of business.
