By
Fatimah
Introduction - Tesco
I am going to look at
how customer
service can benefit
the customer, the
employee and the
organisation. The
example I am going
to use is Tesco.
The customers
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Offered good quality – so customers will come back for
more.
Make instructions clearer – will help customers use
Tesco’s products.
Special offers – on things that go with
products customers buy.
Give a receipt (guaranteed) – so if the customer do’s not
like the product he/she can return it.
The aisles are clear - so customers don’t trip over any
box’s lying around.
the customer can get what they want – Everything they
need is in the store
The prices are good – the customer can ofored what they
want.
No queues – So customers can get there shopping done
quickly.
The staff treat the customer fairly – so the customer
feels happy and safe.
Helpline – in case there is a problem with the product
The employees
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good pay - so staff keep working at Tesco’s
Staff discount – on Tesco’s products.
Comfortable environment – so staff will be happy
at work.
Increasing job satisfaction – Happy and safe
environment.
Be treated fair (with respect) – so staff will feel like
they belong to the company.
An interesting job – staff enjoy what they are doing.
An opportunity to get on – get on with the job.
A manager who helps – staff have all the help and
support they need.
The Organisation
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More profit – expand the business
Better service - be better than other company's
Less complaints - the less complaints tesco get the better they will
be.
Keep staff – the more time the staff have worked at the tesco the
more experience they have .
Attract new customers – the more customers they get the better
the service will be.
Improve service - make the service better so customers can tell
friends about it.
Compliance with legal obligations – not breaking the law.
Deliver consistently every day – deliver good customer service.
Get it right the first time – get prices right the first time .
Make jobs easy to do - easy jobs for people in the local community
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Caring for the environment - not throwing away food which is out
of date (recycle)
Giving customers healthy choices - letting customers decide what
they want.
Great jobs for local people - easy jobs for the people in the local
community to get.
Buying and selling products responsibly - selling there products
at a reasonable price.
Supporting local communities – supporting small local shops and
other big super stores (asda, Sainsbury's)
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Grow sales - keep bringing in new customers to grow sales.
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Maximise profit - keep gaining more money.
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Manage our investment - manage there profit and business
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Be responsible, fair and honest - be responsible, fair and
honest to customers
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Be a good neighbour - be kind too other stores (Sainsbury's
and asda)
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We try to get it right the first time - Get there prices right
the first time
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We deliver consistently everyday - free delivery to
customers doing online shopping.
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We make our jobs easier to do - easy, relaxed jobs.
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We always save time and money - give good customer
service
By Monitoring (Questionnaire, asking customer
How does Tesco improve customer service… what will it bring to….
Customer…..
• Earn life loyalty
•The aisles are clear
•I cant get what I want
•The prices are good
•I don’t queue
•The staff are great
• Be responsible, fair and
honest
•Be a good neighbour
Employees….
• Be responsible, fair and
honest
•Be a good neighbour
•An opportunity to get on
•An interesting job
•A manager who helps
me
•To be treated with
respect
•We try to get it right the
first time
•We deliver consistently
everyday
•We make our jobs easier
to do
•We know how vital our
jobs are
•We always save time and
money
Tesco…..
•Grow sales
•Maximise profit
•Manage our
investment
•Be responsible, fair
and honest
•Be a good neighbour
• We try to get it right
the first time
•We deliver
consistently everyday
•We make our jobs
easier to do
•We know how vital
our jobs are
•We always save time
and money
Tesco also
have a
website
which is
open to
customer
24/7.