Tesco's Customer Service
Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage.
Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.
To achieve customer satisfaction, an organisation has to provide high quality products and also provide a excellent customer service. When the service and product that the company provided is good, they can obtain customer loyalty. The customers will go again and again and would probably tell their friends. In return, the company can gain lot of customers. Moreover, by this mouth promotion, the reputation of the organisation can be enhanced. And this organisation will soon achieve an increase in market share and profit.
Aims of investigation
Tesco is aim to provide the best possible value for their customers’ money. And they state that they are determined to offer quality products, good services, attractive stores and low prices to their customers.
The investigation is to find out are they meeting these aims and how they meet these aims. Through the investigation I will compare their cost with other supermarket, their store environment, their staffs’ skill, services and their products’ quality. This can help me to find out are they meeting their aims and what they are doing badly.
I also will search for the background of Tesco and found out all the useful information for this assignment. The investigation can help me provide evidence, true information and do the assignment easier.
Structure
Part one of my assignment is the research of the customer service practices in tesco. I will talk about the customer types, the customers’ needs, the organisation’s aims and policy and my conclusion. In this part, I will put some of the information in table and bullet point. Therefore the points are more clearly.
The second part of this ...
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...pping with their baby.
At the second floor of Tesco is a café; it is a very good idea that customers can stay in the supermarket for very long time with this caters service. Customers also can take a rest by sit down in the café. And it has a free “trolley storage” at the entrance of the café, so customers do not have to carry the trolley when they are eating or drinking.
They also have a lift and stairs for customers which can pass through the first and second floor. Moreover, Tesco have a male, female and disable toilet and that is convenience for customers and disables.
5. Payment facilities
Tesco provides many payment facilities to their customers. (E.g. credit card, debit card, cash, switch, solo, etc).
Tesco have a lot of cashiers for their customers. Some of them are just for basket; some of them are just for cash. They provide this service to make sure their customer will not wait too long for their payment. Tesco also provide a delivery service, so that their customer do not have to take too much and too heavy goods to home.
Behind the cashier, Tesco have a phone to call mini-cab for free. It is very convenience for their customers who want to call mini-cab.
There are also services that Tesco sells for example, Telecoms, such as internet- broadband, internet- dial-up, home phone, mobiles on contract, mobiles on pay as you go, travel services, cars insurance, life insurance, home insurance, credit cards, loan, mortgages etc, which are all competitively priced.
Tesco PLC's Expansion in North Bracknell Introduction: Tesco PLC is an international supermarket not only selling high quality goods but has now also become one of the biggest job markets. As well as this Tesco has been running sub-projects to increase the level of customer care. [IMAGE] Tesco's main aims are shown by the steering wheel provided by their website (www.tesco.com). Tesco want to have good quality for value to earn their customers loyalty while still making a profit. I will be investigating the Tesco Superstore, petrol station, pharmacy and coffee shop in North Bracknell (Warfield).
Tesco is the largest retailer in UK. It is a public limited company which sells multinational grocery, health and beauty product, household items and toys etc. Since Jack Cohen founded Tesco in London’s East End at 1919 and now it has sprouted branches in 12 countries with over 7,800 stores include franchises. Tesco hire over 530,000 employees and they serve over tens of millions customers per week. Tesco
Tesco is a UK based Supermarket Company which was founded in 1919 by Jack Cohen, since then it has grown to become a multinational company which specialises in a lot more than just groceries, this has improved the overall profit of the company. The overall employees recorded at the end of 2015 was 476,000+, this shows that is a source of employment for nearly half a million people in the UK. The supermarkets are no longer just in the UK they also have shops based in Malaysia, India and Poland, this presents that they are increasing the size of business to a multinational company and is also a good source of jobs for people in poorer countries. In the world over 75million people travels
Tesco is a public limited business and therefore is in the tertiary sector as it provides a service to the public, this means that the business is owned by many shareholders. Tesco sell their shares on the stock exchange and are number one out of its competitors in terms of number of shareholders. Having a high amount of shareholders means that the business needs to make and retain profit levels high so that they trust and gain loyalty to the
Tesco must also follow their statutory duty which ensures that their employees have adequate welfare facilities. Employees also have specific duties they got to follow by law which includes them to take reasonable care for health and safety for them and the people around them, they must also co-operate with the employer or any other person to enable the employer or other person to perform or comply with any legal requirements.
Tesco is trying to gain as high profits as they can because company investors or shareholders might thing about investing more money in to the business because of its success and development. Tesco wants to make its investors satisfied because it may affect business future.
Online Stores Tesco wants go into other markets because they would be bringing in more customers, which are going to increase profit. They also have another aim which is to expand internationally because they already operate within the Europe. They have to set themselves new aims and objectives that are harder to achieve as it’s the expanding further.
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
Tesco is a leading European based retailer with retail outlets in the UK, Ireland, France, Central Europe and Asia. They have over 900 stores world-wide and serve over 14 million customers per week in the UK alone. Tesco's offer food, non food and additional services for consumers including banking and home shopping. Tesco's responsibilities lay both internally and externally, by internal responsibilities Tescos ensure that they look after their employees and as to how the business is ran, and by external responsibilities Tescos must ensure that they manage their other branches within UK and the other countries in which they have targeted. Tesco's have stated that their strategies focus upon four main areas which are Strong UK Core business,
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
Tesco currently has strong financial, technical, and physical resources and moderate organizational capabilities. Financial Resources -.. Tesco maintains a strong financial forecast, as shown below. Revenue growth for Top Drive segment Q3 2011 was 83.6 million. Increase derived from sales increase, operating days for rental fleet, and after-market sales and service.
and I had no contact from Tesco at all. They had my email address, my phone number and my address. I also had to ring work to say that I was without a car, and I am grateful for their understanding. I had only just started working for them and as a Home Support Worker, I need a car to get around. I rang back on Tuesday 2nd
(Means that any one can be shareholder) Public limited companies are the largest type of privately owned enterprise in the UK. Tesco sells Groceries, cloths, CDs, videos, DVDs, books, computer games, electrical, school equipment, wines and other alcohol drinks. Tesco offers finances such as loans, credit cards, savings, flexible, and mortgages, travel money. They also offer insurance such as motor insurance, home insurance, life insurance, pet insurance, travel insurance and breakdown cover. One of the other services they offer is Internet shopping, making shopping much easier for customers.
The advancements in the technological world have allowed supermarket chains and other national stores to quickly dominate the market and are driving out the concept of the ‘local stores’. This surge in the market has seen shares rise and profits bulge with the three main contenders in mind being Sainsburys, Safeways and Tescos who now serve the whole of the UK between them and are the household names of the shopping world. The ICT input to these businesses is vital in that it provides speedy service; controls stock levels and will even allow bank balance transfers to be carried out with minimal difficulty or technical experience.