HOW MONITORING

& EVALUATING CUSTOMER

SERVICE CAN HELP….TESCO

ByFatima

h

Introduction - TescoI 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 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 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 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 . Caring for the environment - not throwing away food which is out of date (recycle) Giving customers healthy choices - letting customers decide what they want.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)

• Grow sales - keep bringing in new customers to grow sales.

• Maximise profit - keep gaining more money.

• Manage our investment - manage there profit and business

• Be responsible, fair and honest - be responsible, fair and honest to customers

• Be a good neighbour - be kind too other stores (Sainsbury's and asda)

• We try to get it right the first time - Get there prices right the first time

• We deliver consistently everyday - free delivery to customers doing online shopping.

• We make our jobs easier to do - easy, relaxed jobs.

• 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….

• 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

• 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

•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

Customer….. Tesco…..Employees….

Tesco also have a website which is open to customer 24/7.