Tesco currently operates in 13 countries and it is very possible it will expand into further countries. The Key represents the message that it has been successful in some of the country where in some country they have not.
Tesco retailer Originally a UK-focused grocery retailer, it has both geographically and into areas such as the retailing of books, clothing, electronics, furniture, petrol and ; ; and services; rental; and
There are many types of customers when it comes to keeping customers happy and the nature of the business will often influence the type of customers who use it. Of a designer fashion boutique are likely to be quite different to those who use a local department store for example.
The types of customers will describe are:
- Individuals
- Groups
- People of different ages
- People from different cultures
- Non – English speakers
- People with specific needs
- Young Children
- Business men and women
Individuals
Dealing with individual customers in a business may mean one – to – one communication and that can be over the telephone or in a face – to – face circumstances. This will be compensation for costumers as well employees when talking to customers on the telephone, it is important to listen carefully to what is being said. The disadvantage would be that employees or either costumers may not be able to see that costumers/employees because you cannot see any non – verbal signs (body language). But, the tone of the customers’ voice will usually make it obvious how they are feeling and respond appropriately which make the employees satisfy and also appropriate able to answer back even if customer making telephone calls may be angry or distressed because they have problem calls may be irritated or distressed because they have called to make an complaint. Employees must respond tact and kindness in dealing with customers who make a phone call just to complaint or whatever reason might be it and they employees cannot deal with their limit but remember that is really significant that employees must promise that they going to find out for them; In addition, give them a time limit however that employees must give a call within that time limit still if you have not resolved the problem. This way they are making customer convince about their enquiry.
I have also got the experiences working in Newsagent where we deliver Newspaper to customers; however it is quite often customers complaining about their doubts and our mistakes delivering the Newspaper and Magazine. Where I had to deal with the customers who are not happy with our delivery, plus I have to treat the customer really in considerable and I have resolved few problems. Such as, customer made a phone call saying that she is not happy with our delivery and we have made the significant mistake of delivering the wrong magazine. I have solved the problem by saying we going to deliver your magazine in just ½ hour. By doing this I have given the time limit to not let our business down.
When dealing with customers face – to – face, make sure that employees are polite, friendly, make an eye to eye connection all the times as well as being respectful, respect to my Customers and have been good listener and a good body language, medium tone (never shout) also have to superior and more professionals. They have to show the Respect because everyone have the right to treat everybody same as others. For Example, at the end of role play I have stood up to show the empathy.
For Example, I work part time job in convenience store and I was on cash till of a store and customer was complaining about, that I did not give the accurate change amount the money and I always have to ensure that the customer can see that I am taking the problem seriously and find out what action he or she would like to take. Such as, I have shown the receipt as it evidence and have proved my point that I did give exact amount of change.
Groups
Pretty much all of the business deal with groups of customers as in business they gets all type of customers. Where sometime Business Company can be unsuccessful or might go on profit. Such as, Holiday coach Company are highly likely to make profit where in contrast to any convenience store might not succeed and the reason for that because one Staff might not be able to handle loads Groups of people. As from my experience of working in Convenience Shop I and my staff member always have fear that they might steal the bits and pieces such as, chocolate, alcohol. This is where our business might not come up to scratch plus dealing with groups of people, it is important to make sure that they can all hear what I am saying Such as, giving the change and asking money and giving a right advice as well giving money change and speaking properly and use questions to check whether they have heard and showing respect by saying “Thank You” and that would raise the reputation of the business. If people are paying together or even as an individually payment they are doing , it is ensue that members of group have the opportunity to speak to you alone – they may wish to ask for information or recommendation that they not wish the other associate of their group to have the sense of hearing.
People of different ages
As there are different people they tend to have different sort of skills required when an employ dealing with the different age groups. For Example, dealing with the way you communicate with young children would be very different to the way to the senior citizen. However, care must be taken to ensure that the needs of all age groups and must treated equally as others and feels appreciated.
There are certain points might need to undertake when employees are dealing with customers of different ages:
- In access a situation, you be obliged to adjust the tone and volume of your voice and the speed at which you speak.
- Caring and undertaking the work considered
- Correct use of body language e.g. nodding your head to understand them, eye – contact, smiling at some points to make them feel delightful and welcomed.
Customers like older ages have to be really patience so does the employees to make them feel appropriate by listening properly and paying more attention to make them feel that they care for them and to make even more loyal customers.
If a customer age between 25 – 30 starts annoying the customers then is highly likely to take action to tell them off because loyal customers are not likely to come back if the environment that company provide is not suitable for them.
Different Types of Customers Business facilities are used by a wide range of individuals including those with special needs, such as disabled and deaf people. All of these people want a high level of customer service.
For Example “The know-it-all Children Businesses, such as Barclays need to treat children fairly because, they are tomorrow's customers and businesses should treat them with care as they do to older customers.”
Tesco’s tend look customers like from different age the staffs is highly likely to be very thoughtful to help because staff member have to undertake different care for people who are in different age to others.
Such as, for disable people use of wheelchair might be a good way to make them feel appropriate.
People from different cultures
People who have difficulty understanding English language they might be able understand suitably so, the staff needs be really caring and understand just about and be really patience to ensure people in this category to feel appreciated and treated equally as others.
Paying attention to their body language is important because it give you a vital clue concerning your audience is responding. Be aware of your body language and voice if they are having problems with understanding the language.
The people who different in culture in comparison to you than it might be difficult to understand for Tesco’s employees. Asking questions appropriately might be a useful way to find out if they are confuse about the products that they want it to buy. Examination of body language is useful way to find out if they are confused or not.
Non – English speakers
Communication with people who speak little or NO English can be difficult. However, if there is someone available who can speak their language fluently than it might help the individuals to understand them. Trying communicating over and over again by using hand signals, drawings or pointing at words in a customer’s phrase might be a helpful way welcoming them or eve use of dictionary book of their language is reasonable way of understanding them as it said that all individuals should treated equal as others.
Speaking slowly than usual, but don’t tempted or shout by raising your voice will not help someone who doesn’t understand what you saying and it could cause problems to customers in contrast politeness, taking care for them if they are disable or old and they have to feel safe and people might not be loyal if they are following the rules and regulation which is suggested by government.
In Tesco’s, customers with no English understanding can be difficult to understand have different cultures may feel that their needs are not being met in full. Speaking slowly and not shouting when they doesn’t understand you. The kindness and care might take place if you treat them appropriated. Hand movement, drawing and use of dictionary is useful way of making them understand.
People with specific needs
People with explicit needs consist of who are inflexible of hearing; have problems with their sight or with their prospect with their mobility. The part III of the Disability Discrimination Act came into force in 2004 which trade that production as long as services to clients construct permanent physical regulation to their grounds to certify that put out of action with people have full right of entry at all period.
“Phase III from October 2004 businesses may have to make physical alterations to their premises to overcome access barriers. The example people most readily think of is installing ramps for wheelchair users.”
For those people who have difficulty in hearing, loop systems have been installed in many premises, such as cinemas and banks. Loop systems can help someone with hearing difficulties to use a hearing aid or loop listener to them hear sounds more clearly by cutting out background noise. For example, in a cinema, a deaf person can use loop systems to hear the film more clearly. Loop systems, however, cannot produce stereo sound, but this may be possible with the use of infrared systems, which consist of a transmitter and a listening recorder.
As a result of the Disability Discrimination Act, wheelchair access has been enhanced and comprehensive in production that have need of folks to have right of entry for them. Plus, ramps and pathways have been constructed and handrails installed to ensure access to all parts of the premises. However, wheelchair users in a supermarket may need help to reach the goods that the stacked high up shelf or may help in petrol stations to fill up their cars and make payment.
People with specific needs are often self – sufficient and independent. For example, a person who has sight problems may be accompanied by a guide dog at all times, even in a supermarket or restaurants. A person who is deaf may have some businesses train their staff in sign language. Be sure you speak clearly, not to quickly and face the person at all times to facilitate lip reading. Sometimes, it may be helpful to write down what you with to say.
Tesco have to make sure that they handle the customers with specific needs as in contrast to the costumers like business men and woman. For Disabled people they should provide a service with more be concerned and desires. Such as, the provision of parking and providing with care if they cannot find a particular products and answering the questions properly if they have hard of hearing problems. It would be a constructive if Tesco uses the hearing loops and etc to keep them happy with provision. “Listen, support and say thank you” is great quote from Tesco’s to treat them.
Young Children
Young Children can be particularly difficult to deal with, especially if they are noisy or boisterous. Care must be taken to ensure they understand what you to them. Questioning is good way to find out whether or not they have understood what you have said to them. Very young children, who may have strayed from their parent’s side, may not be able to tell you their name or they may be terrified, especially if the store is one they haven’t visit before.
A great deal of patience, kindness is necessary to deal with young children.
If employees misbehave with young children the customers are really rare likely to come and visit that means company is not able to make profit that they should do and insult from the customer even make difficult to communicate with competitor.
Tesco can make sure that young children can behave well; care can be taken when you deal with children. If staff does not handle them properly than is highly likely to loss the profit and customers.
Business men and woman
Business men and woman can be quite demanding. They will want quick and efficient service and can protest loudly if they feel are not getting it. Business customers may be particularly favoured by your organisation of they bring in a lot of revenue, although some business customers may take advantage of being favoured customers by demanding reduced prices or extra services without increased prices. Treating with respect and with tact and refer them to someone more senior of appropriate.
For Example, Tesco’s look after business men and woman by providing a quick and efficient service to keep them happy and loyal. Compare to other type of customers business woman and men probably be more organize and efficient what they want buy and Tesco’s can provide the service by providing more cashier tills so they can pay for their stuff. Instead of having normal till they can provide a tills when employees can scan the product quickly enough rather than typing the each unit of the product.
Harigna Hinglajia Candidate No: 5225 Centre No: 61217
by
heychh (student)
