Customer Services at Tesco Essay

I am doing a project based on Customer Services for Tesco. I am doing inquiry into the connection and with my findings I am going to provide recommendations to better Customer Services at Tesco. The beas that I am going to be shell turn outing argon* What Customer Services does in that location company provide.* How do they mensuration Customer Satisfaction.* How do you know that their nodes be happy.* What legislation affects their customers at Tesco.* How do they segment their target market.And* What is their Customer profile.From the above I entrust provide recommendations for improvements.Theory Of Customer Services.Customer Services is the over all(prenominal) exercise of identifying and satisfying customer claims.Most slew entering a deprave at or contacting a firm by letter or telephone, corroborate suggested that by this action they pass a pauperism1I phone that this suggestion is true because good deal go to the shop and need well-nighwhere to parklan d and what kind of parking they need, if they need to use the faecal matter facilities, also just going into the shop buying the products. The customer mustiness be treated and advised accordingly, and the advice that they are given must be accurate.After sales gain is an essential element of customer answer in any type of organisation, it may cover faulty goodnesss, refunds, switch of goods, complaints ab come come out of the closet goods, service or hygiene.2Many customers go endorse to the store in which they take hold received something and have a oppugn close the service or product in which they have received. sometimes it may be viands things however other times its non. A chew of good ordain be refunded or goods exchange leave behind take place. It requires a salesperson to be aware of the consumers select and the relevant laws on the sale of goods trade descriptions. Many shops/stores have a customer service department to deal with queries which certain peo ple readiness have.Measuring Customer Satisfaction.It is important for Tesco to measure how satisfied their customers are so that if they need to they stub make improvements to products or the service in which they provide. The modal values in which Tesco measure Customer Satisfaction is by* Sending out questionnaires to customers through post or email. This gives if Tesco need to make any improvements to their service or any of their products.* The Tesco Loyalty throwaway- This is provided by Tesco and it has the customers details. Tesco spate use this to see how often the customer shops thither and to see if there are any product/products in particular that they buy. If they see that that customer has non shopped in Tesco for a few months they faculty post them some product vouchers (e.g. money off coupons) to bring that customer post to the store. If Tesco do this it makes the customer see that Tescos are go forthing to help the customer in all sorts of ways to bring th ere custom back. This helps Tesco measure the satisfaction of individual customers.* They record some of their calls that are do by customers for training purposes.* On the spot questions from rung.* Observation (e.g. mystery shoppers.)* Customer panels or interviews.* Customer comments on the web site or in store.From this they can analyse the sales performance e.g. sales levels, number of customers, records of products brought and from the loyalty card records. All of this is part of market research and they get the feed back from their customers.What Customer Services Tesco ProvidesFrom my findings at Tesco I have found out the followingProductsMost of the products that are s of age(predicate) at Tesco are of good quality (apart from the regimen that looks untidy on the shelves, and that it looks care it has been thrown in.) I commemorate that most of the products are reasonably priced. No complaints have been make from customers and from myself conveying a few customers th eir thoughts on the prices. The products are gumshoe to use, on the packaging they give detail about what the product contains and on some products they suggest how to use/cook the food product. Most of the goods are package safely but some of the goods may have fallen on the appal and may have been spilt open, which some people/some staff thus just pick up and put it back on the shelf. This does not good for Tesco as a whole. Some of the prices on the shelves are covered up by other product prices. The sale scrapes cover up the original prices so you cannot really see if it is an actual sale. This is homogeneous it for some of the products in the store.These are some of my findings as an example to what I have wrote above* The meat that was displayed looked like it had been thrown in.* All the cut things looked like they had been hidden away in the Bacon, Fresh pasta and pay off meals region.* Salad in meat subsection (moved.)StaffI think that the people that I sawing ma chine that where working in the Tesco in Hertford where correctly togged up and it was suit up to(p). You could clearly see whole was gameyer than others (meaning the managers compared to the till staff.) I think that most of the staff are helpful but some of them may talk rudely to you if you ask where something is. On my visit I had this find oneself to me.The staffs that have been working in the store for quite a era know where certain products are in the shop so if you were to ask they would be able to point you in the remedy direction or even take you there their self. They also know about the deals etc that are going on in the store at that moment in time which is also good because if you go to the till and there is a deal on a precise product you have brought they will say did you know its by one get 2nd half(prenominal) price (made up example)PremisesSome of the store is not safee.g.* tramway in way.* in that respects a pillar in the middle of the isle (obstruction t o customers) what did not help the matter was the fact that Tesco food trolleys (that they stacked the shelves with) was in the way too.* Slippery cornerstone with no take to say so.On the detonating device they have posters hanging off to show where separately section of the store is (e.g. fruit and veg.) From my visit I saw liteers cleaning whilst people where shopping, so they do keep clean but then again the floors are left wet and perchance slippery and the cleaners may get in the way of the customers. In the Tesco store they did have disable parking and a toilet for incapacitate people and also trolleys for disabled people. The layout of the premises was good and easy. I think that they keep it easy and simple so that the customers can find the products that they motive without fail. The facilities that I saw that where provided for the customers where the toilets/baby and changing rooms, the p vitriolico-boof and the pay phone.Delivery on that point was no informatio n that I could see in the store about language but I did find the following information on the Tesco website (http//www.tesco.com/help/page.asp?choiceA=groc&choiceB=9&page=/termsandconditions/termsconditionsgroc.htm)Delivery will be made to the address specified by you on the completed order form.We will deliver your order to the main entrance of the delivery address. At your request, our driver may carry your order into the delivery address, for example, to a particular floor in an apartment block or into your kitchen but only if a. the driver has your permission and b. our driver believes that it is safe and practical to do as you request. We ever reserve the right to deliver only to the main entrance of the delivery address.Please note that we deliver goods only to specified regions within the unite Kingdom. To check that the online Grocery service delivers to your area, please enter your postcode at http//www.tesco.com/register/ takeup.asp.Delivery times will be agreed with you at the time of placing your order.PaymentThe different ways of paying at Tesco are1. gold2. Credit/debit card.3. ChequeField Research Findings.Notes found On Tesco In HertfordI carried out some field research at a Tesco near me. Here are my findings-* Bigish car park but not big enough. Plenty of disabled parking but people not disabled parking in them spots. Same with parents and child parking.* Vegetables nicely set(p) out.* Prices cover up over prices.* Isles labelled* Trolley in way.* Lots of leaflets.* Salad in meat section (moved.)* The meat that was displayed looked like it had been thrown in.* All the reduced things looked like they had been hidden away in the Bacon, Fresh pasta and ready meals section.* at that places a hot deli selling hot chicken of different sorts.* Certain isles crowd more than others. Some isles empty.* Theres a pillar in the middle of the isle (obstruction to customers) what did not help the matter was the fact that Tesco food trolleys (tha t they stacked the shelves with) was in the way too.* Slippery floor with no sign to say so.* Car equipment at the end of food isle.* Empty composition board boxes on the shelves.* Posters not really explaining whats on each isle.* more or less 1045 am on Tuesday morning just the old people doing shopping and a few moms with toddlers or babies.* Christmas things already displayed on shelves.* Fresh mean, raw meat, journal products in separate counters but with the journal products they are all bundled into one counter.* Ticket service for meat and diary products.* Tesco brands on bottom shelves.* Labels over CDs covering up the accounts of the CDs (e.g. Security protected)* The books on the shelves in a mess (the ones on bottom shelf) but the ones nearer the make it look in order.* Cat and dog food etc clearly laid out.* Cleaning things all nicely laid out.* Tablets, shampoo, deodorant etc all fine-tune one isle.* Baby things all down one side of the isle.* With the icy food a ll the weight watchers items in one compartment.* Ice rake section is pretty empty.* Vegetarian food all in one section.* Halloween things all in one section.* Buy one get one unload posters hung from the ceiling.* Loads of Christmas things displayed more than the Halloween things.* Community news posters.* Photo vision right in the corner of the shop near the tills.* Batteries all displayed together.* Champagne And frothy drinks are all together.* Spirits, Liqueurs, Malts etc all separated into different sections but with the name of what consists in that section.* There is a time limit in which to buy alcohol (which it 8am until 1055 pm)* Promotional things displayed on every section of the shop (meaning top of every isle)* I saw 3 give notice exits.* Not many seats at the end of the till for the customers.* There was one customer pay phone.* There was a magazine section and a section for the different newspapers.* There where toilets for the men, disabled, baby changing and f or the girls.* Theres a small customer services desk.* 1 Cash machine* Parking clearly labelledLegislation take ons for Tesco.The Consumer Protection crook is a consolidation of consumer protection legislation. lineaments III and IV of the procedure are the former Consumer Products Warranties work out and unsolicited Goods and Credit Cards Act. Part II of the Act offers protection to Saskatchewan consumers from unfair and unscrupulous marketplace practices.The Act also sets out consumer responsibilities, such as attempting to resolve a dispute with a supplier before taking further action.* Unfair practices* Remedies* Warranties* Unsolicited goods and credit cards* Consolidation of The Consumer Protection Act* Consumer Protection offshootFood Safety ActUnder the Food Safety Act 1990, you* Must not sell (or keep for sale) food that is unfit for people to eat.* must not sell food that isnt what the customer is authorize to expect, in terms of content or quality* must not cause food to be dangerous to wellness* must not describe or present food in a way that is mendacious or deceptiveIts important to be able to demonstrate the positive steps taken by your business to jibe good food hygiene. If you were prosecuted under the Food Safety Act 1990, you would need to convince the court that you had taken all reasonable steps to forefend the offence you had been accused of .Health and safety regulations of 1974 ActIt states that all employers have a responsibility to ensure health and safety requirements of their employees. All companies disregarding of their size must have a written safety polity ensuring implementation of Health and Safety Act and indulge themselves in carrying out the risk assessment on all their activities.Risk Assessment include* Noise Assessments under Noise at Work Regulations.* Control of Substances prejudicial to health and safety regulations.* Display Screen Equipment Regulations.* Workplace Welfare and health safety requir ements.* Provision and Use of Work Equipment Regulations.* Manual Handling Regulations. passel Description Act.This Act has offered protection to consumers and legitimate traders for over three decades. It is an highly versatile piece of legislation which has been used to tackle all mood of different forms of unfair trading eg.* car clocking* misdescribed holidays* distribution of fashion goodsThe Act makes it an offence to* Apply a false or misleading description to goods (e.g. by writing it down, making a verbal rehearsal or by turning back a cars odometer) or* Supply or offer to cede goods to which a false or misleading trade description is applied. A person exposing goods for supply (e.g. in a shop) or having them in his possession for supply (e.g. in a storeroom) is deemed to offer to supply them for the purposes of the Act.These offences are strict liability offences i.e. it is possible for a trader to commit an offence without intending to do so.RecommendationsFrom stu dying my company Tesco I have got to know the business quite well. From this I have provided the following recommendationsDisabled PeopleDisabled people are not able to reach the high shelves which makes things difficult for them, because the majority of the products are high on the shelves. I would recommend that there should be a sign for disabled people to go to get staff help. Also with disabled people there are not many trolleys and the trolleys could be elusive to use for them, I think that maybe they should lower the trolleys so that bread and butter would be made easier for the disabled people.StaffI think that there should be more staff to give a helping turn over to there customers. Most of the staff are on tills, packing shelves or on the go to do something else and it seems that some of the staff have no time to actually help the customers with there queries. The customer services help desk is meant to be there to help but there was one reason where my dad had a com plaint and one of the staff segments was trying to secernate my dad that he was actually in the wrong but actually he was in the right. This was soon resolved when I higher member of staff came to help sort out the situation. Also with the staff I think that they should check that the food is in the right place and not on the floor or damaged etc.SignsThe signs that are hung from the ceiling dont really explain what are on each isle. On one isle it says pasta but in that equivalent isle it has biscuits etc. I would recommend that the signs should be a lot clearer to help customers find there way around the shop then maybe staff would not have customers coming up to them postulation where things are.IslesA suggestion that I would make about the isle is that they do get really crowded, so if Tesco know that that certain isle is hot then maybe they should widen the isle. Also they should not put a pillar in the middle of an isle because it is an obstruction to customers and even m ore so little kids who may be running around and might run into it because there might be a slippery floor etc. This would make Tesco a more safer environment.1 Taken from ripe(p) Business Osborne Books.2 Taken from Advanced Business Osborne Books