Customer services at Tesco Essay

Methods engrossd by Tesco to observe if beneficial client expediency is taking place.If Tescos cut how groovy or gravely their node dish reveal is then they net coif mendments whither appropriate. Since they atomic number 18 in often(prenominal) a competitive market they moldiness oversee regularly and act fast on any social function which needs improving. Tescos is such a big troupe it go out be hard to supervise the client serve healthful in entirely the stock certificates, yet an easy and cost-efficient modality of doing this is to use up mystery unwrappers. This is basic whollyy when a researcher is stipendiary to act as a normal client and s cable carcely knock off well-nigh the retentivity, looking for any cash advances and commenting on what is correct. The employers bailiwicking at the cut in do non know who the mystery shopper is so results argon exact.This emblem of monitoring is jadee in each stick in of Tescos, and is a strong way to get feed clog up on how well or bad their client armed attend to is. If Tescos know where the cracks argon in their guest service then they understructure mend it, so knowing what plenty be improved is vital. A mystery shopper can nonify Tescos active the fol number 1ing How they argon greeted by staff How promptly they ar chain reactort with The friendship of the staff The staffs selling skills The appearance of the branch The quality of facilities Hygiene standardsSince Tescos deal with a wide range of guests they can choose antithetical shells of mystery shoppers, which can improve accuracy of results and a perspective from distinct types of guests making the results less bias. For illustration they lock a mystery shopper performing as a mformer(a) with children, the m separate then can go bad the baby changing facilities and other service provided by Tescos for sight cable autorying babies. They would similarly use a disabled mystery shopper, who b equeath bear witness the disabled facilities such as the toilet, and they can know if areas are non as entreible to the disabled. The mystery shopper can also point out(p) which member of staff shows good attentiveness and those who dont assist less. Tescos can then act on the members of staff who do well by perhaps, praising them, and try to furbish up the members who are not so interested in the job care more, or read a decision to let them go.Another way Tescos monitor their node service is to ask random clients to fill in a quick questionnaire, which can tump over guests to voice theiropinion on the investment trust.Tescos as a large cheek uses the suggestion boxes both for staffs and guests in their chisel ins, forms or card are often provided for staffs at the stores canteen or restaurant while suggestion boxes are norm whollyy set on the shop floor for the guests to fill out, with this tescos can allow staffs and guests shed light on suggestions on how to i mprove their service.Tesco randomly call customers who in whizz creator or the other has had problems with Tescos all done refund processes or returns on damaged goods. Tesco give call up these customers to know how effectively they where dealt with and how they are getting on with their product. With this Tesco ordain know what criteria to improve on.The easiest and inducey way tescos use is by confronting the customers while obtain, they ask questions the standardised how well do you think we are doing in dealing with customers? This is ordinarily done in fewer selected Tesco stores dependant on management and heathenish style of the store.Focus groups is a system which tescos rarely use, this is unremarkably done where feedback is obtained from a small group of people normally consisting of 10-15 people, discussing slightly products and being asked for information about Tescos customer operate.E5 report guest go report tescos supermarket plcTo Graham Murray (St ore Manager)From Tayo OyelaranDate 25/02/2006Suggestions on how Tescos mimeo corner index improve its customer servicesHaving investigated your company I am suggesting mentations that needs improving on customer service and I am going to doing an evaluation alike. With the research I claim done Tescos customer service is not that bad. entirely still I suggest they can make some improvements in a number of publishs such as* availability of goods and service* speed of deli in truth(prenominal)* exchange and refund* Access to building.* Check out and trolleys permute and refundsTescos does Exchanges and refunds on goods that are faulty after procure. Tesco has a edify policy on returned items, so that customer services do not frequently get to ask their boss for assistance or clarification. Tescos will accept any goods back inside a detail(a) period, providing the customer has kept the receipt, and will refund the money. Tescos does not distinctly explains the refund policy to a customer at the time of a purchase is made, and the importance of hold the lineing the receipt should be stressed, this is quit a bad way for Tescos to show that they care about the customer by telling them what they should cargo area after obtain at Tescos. Tescos can improve this by making sure to tell customers to keep their receipt incase any problem occurs with it and that it can precisely be returned within 28 sidereal daylights of purchase.Speed of deliveryTescos delivering service is quit good because you could buy your shop over the internet and afford your purchase be delivered within a day or two just the bad thing about Tescos delivery is that they do not keep to delivery time unremarkably delayed up to a day this shouldnt be so when you take aim companies like e.g. Iceland and Safeways competing against you. As well as Tescos knows that no customer wants to purchases a large, impenetrable item and then understands out that Tescos dont do no delivery the customer may sink the hale transaction is too much trouble and go elsewhere. lurch time could be improved bt having the right and appropriate I.T system which ensures accurate timing and delivery of goods and services to your customers.Availability of goods and servicesThe availability of goods is incessantly excellent at Tescos because the company. You virtually find what your looking for when you insert your store, still I weakness in this is that most of the time you commonly run low stock which isnt very good for example a customer might need more than whats placed on the shelve. This will hinder he/she from purchasing your product, this could devote secondary effect on your profit, so my suggestion to this is to improve or fit your stock controllers more often to know the exact amount to be stocked and when the shelves should be filled up again if you gestate low stock.Access to the building and servicesTescos has a few types of access to their stores e.g.* car park , this will attract more customers to shop at Tesco because they would not fix to worry about where to park when they arrive thither but not all the time there are spaces to park your car this is because some people park their car so they could shop about the local area for Tesco to overcome this problem they should issue a tag end when you go in their to park your car and the ticket should be only for two hours or less.* Lifts, are very important to because most car parks are two floor so customers could take their shopping easier up to the second floor. Disable people could use it too it they cant walk up stairs* Caf coffee shop, after shopping some of the customers are going to a bit tired so they might go in to the caf to puzzle a cup of coffee. I noticed on entering your store you had only a few customers at the caf so Ill suggest you could do an offer (if you leave out over 20 you could get a free cup of coffee)* Children pen, for prompt mothers shopping they could leave their children in a little area with a few trusted adults looking after them while you as a customer could shop more easier and quicker.* Toilets, is could be a good way for customer to stay giganticer at Tesco because they could spend more money.Checkouts and trolleys.A way in which they can improve customer service is to improve checkout times, which is the customers main problem with your store. They should ensure they generate more tills capable for their customers so customers will be happy to shop at Roneo corner.More trolleys is require too because people that come to shop on the weekend are probably going to buy one weeks shopping so I dont think a hoop would be enough, that could explain why there are a stack of spare baskets around to use during theses times. So Ill suggest you encounter more trolleys e particular(a)ly during the weekendsFor good customer service a company must provide the customer with its utmost attention, which is what you do. The staffs at yo ur store are very attentive towards the customers, and ask for assistance if a person looks muzzy or looks like they need economic aid.Also to improve customer service in your store members of staff can help customers by back up sr. people carry their bags. Your store can also hire staff at checkouts to help customers pack their items in the bags.The Mystery obtain Programme is a key tool for stores to use to improve the service they offer to customers. apply a range of research tools to find out about customer gratification is important to your store, Ill suggest you use this method very often as it will help you to know your weakness in dealing with customers. For example, diametrical Mystery Shoppers will visualize stores over a period of time and the results will be compared. In addition the results of customer surveys can be compared and contrasted with the results provided by Mystery Shopper Reports. Using these results your store could analyze what went wrong with the ir customer service and correct them either by cooking their staffs more or providing more facilities to improve their customer service.Effect of my recommendation to your companyHaving done all this your store will have a very massive number of customers approach shot back to shop at your store because of having friendly and good customer service, this will also increase the companies productivity and Popularity. Complaint made about your store will also be reduced. Tescos profit, market share will also increase and good customer services will be recognise at tescos.What happens if these recommendations are ignored?First of all you will lose more customers if you fail to pick up some of my recommendation, of which without customers federal agency no business. Business builds to attract customers and make profits so they can survive and last long commit. guests are very important to every business especially to Tescos because Tescos believes that without their customers Tescos will not be here at the moment and will loss all their capital. All these will have negative effect on your stores profit, market share and ability to survive with nearby competitors.E2 immenseness of good customer services and how it helps tescos achieve itsaims and objectiveclient service is the whole activity of identifying customer needs in all their complexity, satisfying them in full, and keeping them satisfied. customers are people who buy products and services from other people.Tesco is committed to customer service. Customer service lies at the soreness of our groundbreaking economy because we increasingly make choices on the basis of how we are served. goodness in customer service can only be fully achieved by having an organisational culture and value system which places the customer at the heart of everything that an organisation and its people do. Tesco has embedded this culture of customer service by giving spirited priority to a customer service furiousness fr om top management right down to the operational team level. near(a) customer services will help tescos achive theirs aims and objective by providing good quality services and good providing the necessary fertilities for the customers all these will increase tescos market share, its profit and its popularity in summary customers satisfaction equals a companies success.Skills and attributes need by tescos staff in roll to deal with customers* Teamwork. This is an essential element of the effective functioning of any workforce. It relates to all functions of an organisation not just customer services.* Organisational skills.* Negotiation skills.* Communication skill. Staffs should be able to speak communicately to customers and using polite phrases.* Dealing with complaints and learn how to calm a customer down.* Dealing with difficult customers who cannot be calmed down.* world skills.* They should have good product knowledge. Usually staffs ignorance and uncertainty put the custo mer off. If a staff at Tesco does not know the answer to a question, he/she should be able to find someone who does.* Presentation skills.* interchange skills.* Good mood and expression. Tescos staff should smile at customers this could make a difference.* Being flexible and good time management.Consumer protective covering fairness and how Tesco abide with themTescos has a few legal constraints affecting the customer service because with out any legal protection customer might not feel protected when buying good from Tesco. Tesco has to think butt on the customers so on top of the legal protection that the law provides they are being kind by giving refunds when they dont have to.Here are a few legal obligations to its customers customers need to be protected when buying goods, if, for instance* Goods are damaged, broken or unuseable Tesco has to give a refund if the product if faulty if they dont to customer could press charges on Tesco* Goods are not fit for the social occas ion for which they were bought for e.g. if a customer brought a DVD form Tesco and didnt work the customer has the right to bring it back and get an exchange or refund back.* The seller has described the goods inaccurately. e.g. If Tesco has described a C.D players battery life to last 24 hours and dont the customer could get a refund back or exchange.Tesco would need to show that customers can complain against these problems and the following laws protect them ** Sales of Goods act 1979 one of the most important Acts today is the Sale of Goods Acts 1979. Since it was passed this has been amended three times by the Sale of Goods Acts (Amendment) Act 1994, the Sale and Supply of Goods (Amendment) Act 1995. This covers the heavy requirements of purchasers, i.e. that goods that Tescos PLC sell must be as described, this means that goods must conform to their description e.g. waterproof must mean the item battery-acid not leak of satisfactory quality in relation to the toll pai d, the description, the age of the item fit for the purpose for which they are intended goods must carry out the purpose they are made for. Tesco usually issue refunds if they have failed to meet the criteria, which also contributes to their success dealing with customers.* Food condom Act, 1990-This is a wide-ranging law which strengthens and updates consumer protection in the viands sector. This brought feed sources, and implication farmers and growers, specifically under fare guard indebtedness legislation for the premier time. It made it an offence to sell food which is not of the nature or substance or quality demanded by the purchaser. Tesco follows this law very stringently for example Tescos Prohibits the sale of unfit or adulterated food and also Tescos Controls the description of its , advertising and labeling of foods.* Consumer extension Act, 1974- this aims to protect the rights of consumers when they purchase goods on trust, such as hire purchase or acknow ledgement sale agreements. For example, if a consumer purchases any product from Tescos PLC on credit the customer should be given a copy of any credit agreements into which they enter. It also ensures that only licensed credit brokers can provide credit.* Consumer protection Act, 1987- this law was introduced to bring the British in line with other European Community nations. it ensures that firms are liable for any damage which their defective goods might cause to consumers. For example if Tescos where supplying defective electrical equipment they would be liable for any injuries caused to consumers using that equipment. It also seeks to outlaw lead pricing, such as exaggerated claims relating to price reduction to gross revenue items.* Supply of goods and services Act, 1982-this seeks to protect users of services, ensuring services are of good quality and at liable rate. For example if Tescos advertise that their products are going to be of high quality and it turns out to be o f low quality, i.e. if a consumer buys a blame and after two days of wearing it the product should start gingersnap or should tear. Tesco also abide with the law to ensure good customer services* Trade description Act 1968 and 1972- this prohibits false or misleading descriptions of a products contents, effects or price. This affects packaging, advertising and promotional material. This is one of the key pieces of consumer protection legislation. Tescos follow this law by making sure that goods supplied to customers are not falsely described.Examples of good customer services that actual took place at tescosAn elderly noblewoman who is unsteady on her feet at times and uses a walking begin and avoids using stairs and escalator came back to tescos store because she left field her walking stick target. On a very busy weekend day below is the conversation that went between her and a sales participator. cured woman hello I left my walking stick behind in your store somewhere I cann ot rememberSales assistant ooh ok it was your walking stick it has been taking upstairs to the customer service help-point.Sales assistant do you mind if I help you go and get it upstairs.Elderly woman convey Ill would be very grateful if you can help.Sales assistant Ok then just give me 1 minute Ill get you your walking stick.The sales assistant came back under 1minute with the elderly woman walking stick. The elderly woman thanked her for been helpful.In this scenario we can see the sales assistant was very helpful to the woman, she offered to get the walking stick without the elderly woman crack her to help. This is a very good example of customer services within tescos store.Example 2A furious customer comes into the store here is the conversation that went between the furious customer and a customer assistant at tescos store.Customer assistant may I help you sir.Furious customer Yes, of course you can I bought this stereo systemscopic photograph 3 days ago from your store a nd on the 2nd day it packed up, I discovered it wasnt running(a) no more.Customer assistant ok sir thats alright I see what I can do about it. What actually seems to be the problem that does it queen on or it doesnt.Furious customer I said the stereo isnt working no more how do you expect something that is working to come on. Please Im in a direction what do you want to do about it.Customers assistant that ok sir, Im very sorry about the stereo, can you kindly give me the faulty stereo and your receipt.Furious customer thats great here is my receipt.Customer assistant sir at tescos we usually offer a 7 days return policy so you have zip fastener to worry about. Would you like me to issue a refund, a replace or an alternate stereo sir?Furious customer an alternate stereo would be great, because having a replacement of the same stereo might have me coming back here with the same problem.Customer assistant thats no problem sir, come with me to see what alternate stereo you would l ike.In this scenario the customer assistant reacted in a very calm elbow room which also cooled down the furious customers making him feel he was been listened to. And also the customer assistant also apologized to the furious customer which shows the customer assistant unsounded the feelings behind the complaints.Example 3A disturbed customer is query round the store here is the conversation that went between the worried customer and a non-food assistant at tescos.Non-food assistant hello you look worried is do you need any assistant at all.Worried customer thanks, yes I need your help do you have any idea where you put tour disposable plates, I have walked round the whole store but didnt get to find any. Can you help?Non-food assistant sure, come with me Ill take you there.Worried customer thanks a lot.Non-food assistant there you go here are the disposable, we have various options available, do you help with any other thing in the store.Worried customer no thanks I rattling revalue it.Looking at this scenario we can see the non-food assistant generously took the customer to where the product was, he didnt described where it could be found, this shows good customer service he also asked if the customer need any other help which is also a way of demonstrating good customer service.C3 look systems at TescoTesco products are continually monitored and tested for their quality and customer acceptableness this is their product evaluation. Tesco staff and management procedures are also monitored to ensure that they remark the highest standards this is quality assurance. Below are the quality systems which Tesco use in their production process to add value.Total Quality Management (TQM) this is the most sub and complicated form of operations management. It is concerned with encouraging everyone in the body of work to think about quality in the business and use different management techniques within each department. Tesco does not prescribe any particular system of standards such as BS5750 or ISO9000. This is because they set their own standards through product specifications, detailed analytical specifications and codes of practice like preventing diseases from entering the food chain. Within the product process, they also expect their suppliers to have identified the captious points in the production process controls and premises by one of their technologists. However, if a supplier chooses to use BS5750 or ISO9000 as part of its discipline, they have no objection whatsoever. So therefore Tesco uses its very own quality standards to urinate and sell its products.In terms of services, Tesco staffs are well teach to deal with customers even in the most difficult moments when they are angry. They are unceasingly expected to be polite, smile when serving customers and also say crack after serving them. To enforce this, they are regularly monitored by managers and supervisors and anybody not obeying the regulations faces disciplin ary action.Tesco not only has well skilled staff but also a whole lot of other things including free car parks with easy access for shoppers who have cars, free wide trolleys with special seats for babies and young children, special tills for the disabled people which also decreases long queues, the supermarkets are well organized that a shopper can easy find what they are looking for and also the chances of getting lost around the places are very minimal, they have got staff eer standing by to help, skin-tight security with guards and CCTV cameras to maintain customer safety, some stores have free busses that customers can use, childrens play areas so that they dont get so bored, it has got online orders where customers make their orders and get free delivery to their door steps, shops are always open to make it more reliable for customers to shop, some stores are open twenty four hours a day and many are adopting this idea, chairs around the place which customers can sit on wh en tired, free loyalty cards for customers who wish to sign up therefore saving on their shopping, Tesco not only provides western food but also ethnic foods to put up for the ethnic minorities, free scanners that shorten queues, special offers like buy one get one free, there is a variety of product s in the stores, more facilities including* Cafs.* Photo processing. dg* Phone services.* Electric, tidingss, music & tv stores.* Petrol stations.C1 Questionnaire1. Who are your main customers?2. How do you train your staff?3. When do your staff get customer service training?4. Do you have health and safety regulations?5. Do you have a safety book?6. What have you done to reduce health and safety accidents?7. Do you have a customer complaints book?8. Who deals with the complaints?9. How many complaints have you had?10. Do you have a customer service desk?11. How do you check if your Customer services methods are working12. How do you monitor customer services?13. How much companions hip is needed to be a customer services adviser?Thank you for your timeBelow are the results for the questionnaire. It was a team attraction working at tescos store I gave the questionnaire to feel in for me.1. Who are your customers? His answer was all of the above. He explained that at Tesco everyone is identified and recognized as a customer even he himself. That this is know has indwelling and external customers where natural customers are tescos employees that staffs/colleagues who work at tescos while external customers are customers who often shop at Tesco like parents, adults, disabled and children.2. How do you train your staff? He answered this saying. Our staffs areusually trained on the job training but for managerial and organization role the off the job and computer based learning training are some times used.3. When do your staff get customer service training? Our staffs are trained at the start of their usually lasting up to 1 week, occasionally staffs require to be trained frequently especially on the till as this could be easily forgotten or if there is a change or improvement in our computer technology, so in this case they would all have to be trained. Our staffs also usually have training request which they are also paid for while doing their normal job, this can also be referred to as on the job training.4. Do you have health and safety regulation? Yes we do, this is usually done to ensure are customers both internal and external customer are shopping in a refreshed and see the light store to prevent accidents form occurring.5. Do you have a safety book? Yes we do this is usually looked at the reception or at the staffs corridor to ensure we staffs know where all fire exit emptying procedures e.t.c.6. What have you done to reduce health and safety accidents? We ensure our store both the shop floor and warehouses are kept groovy and tidy and also make sure fire exits are kept clear all the time.7. Do you have a customer complaints book? Yes we do it is a form actually not a book it is usually given to customers who have complaints, although our complaints forms have been reduced because they are usually too many people with complaints so it is usually restricted depending on the type of complaints the customer is making.8. Who deals with the complaints? Complaints are usually dealt with at the customer services desk but if its a serious complain against the company then the duty store manger Graham deals with the complain made against our store.9. How many complaints have you had? As I said earlier on we usually have alot but it has reduced recently, this is due to us providing our customers with good customer services. Complaints are usually with the check out times at the weekend, so we have reduced this by having some of our staffs multi skilled so they can work both on the shop floor and on the till.10. Do you have a customer service desk? Yes we do it is located at the entrance of the store.11. How do yo u check if your Customer services methods are working? Aaarh Im not really sure though, I think by how much profit we make at the end of the week.12. How do you monitor customer services? We use different methods like mystery shoppers, suggestion boxes, focus groups and questionnaires. But I think we use the suggestion boxes and mystery shoppers most.13. How much experience is needed to be a customer services consultant? No experience is usually needed as our new recruits are usually trained to receive the best customer service training, although we usually prefer staffs with anterior experience but usually no experience is needed.Thank you for time. later on analyzing this questionnaire tescos treat their customers in a very good manner especially with the complaints depending on the situation it might as well be dealt with by the store manager which is very good for the customer and the store as the customer will be happy to explain what really happened and also the store manger will know what they did wrong there by ensuring it doesnt happen again. Also their staffs are also well trained to be a customer service consultant.They also have a safety book which tells their staffs what they need to know if any thing occurs. They also ensure their store and warehouse are kept clean and tidy to prevent accidents from occurring to both staffs and customers.