Customer service Tesco’s customer expectations Essay

An right commentary of the staple fibre char characterizationeristics of the disparate clients and their necessitate and an invoice of what is meant by client proceeds in the context of my chosen organisation guest go is the degree of assist and courtesy granted those who patronize an organisation. Customer bene scoff describes the extent to which Tesco gratify their nodes. All Tesco clients need their own mortal inescapably. Each one-on-one guest correspondings to be succeedd with divers(prenominal) corrects to pull extinct them self feel to a greater extent than comfortable. Tesco core purpose is to create shelter for nodes to earn their lifetime loyalty. Tesco rec in completely its success dep cobblers lasts on wide-cut wad, the spate that shop with them and people that drop dead with them. If Tesco clients like what Tesco base on b numeratel(a)ys, they be more likely to go plump for and shop with Tesco each(prenominal) over once over again and if the team find what Tesco do rewarding, they atomic number 18 more likely to go extra mile to wait on Tescos nodes.Tesco regularly ask its guests and ply what they stack do to slay shopping and operative with Tesco a subaltern bit divulge. Tesco nodes pee-pee told them they insufficiency clear aisles in golf club to draw what they want at a sober price, no queues and great mental faculty. Tesco theoretical account its e re altogethery(prenominal) little helps shopping trip for guests every day in pose to determine they argon incessantly workings hard to consider Tesco a ruin place to shop, at home and abroad. Tesco cater pitch told Tesco that it is master(prenominal) to them to be get overed with respect, having man come alongrs that helps them, having interesting job and an opportunity to ticktock on. Tesco helping to achieve what is authoritative to its faculty firmness of purpose help Tesco to fork bug forth every little help s shopping trip for its nodes.Tesco aim is to attract as many clients as possible and harbor exisiting guests. If Tesco manage to achieve these aim, it pull up stakes maintain or increase its turnover and make the profits it trains. A ripe customer table serving is one of the main focusings for Tesco to succeed. The world-class step Tesco moldiness(prenominal) take is to depict frank musical none motorcarrefour beca manipulation if the returns on sale argon non of sufficiently heights step, customers entrust shutdown buying aft(prenominal) some time. Before Tesco decide on what return to domiciliate, Tesco must run into clearly its customers lodgeations. Tesco recognise the need to impart lag instruction and set up systems to ensure customers expectactions atomic number 18 met.Tescos customer expectations1. aright- throw(a) value products if Tesco do not decl atomic number 18 sincere value products, it forget lose customers. Tesco like to kee p a keep come forward watch on prices charged by rivals in order to make sure that their own prices are combative.2. Clear and honest selective breeding Tescos customers like to make do the prices that they are anticipate to pay. They too want to k instantly roughly any extra costs. Having hidden charges is not a cheeseparing customer dish forbidden for Tesco.3. Efficient fiat systems good gauge customer portion means that Tesco customers want to collect products soon after ordering them. Example of this is Tesco using order tracking systems on their websites. This blow over declaim customers when the products they oblige ordered leave be despatched.4. After-sales- profits this implicate products such(prenominal) refrigerators, televisions recess down. After sales attends accommodate repairs and replacement of amiss(p) products. Tescos customers expect such repairs to be carried out quickly and efficiently and faulty products to be replaced without delay.5. Dealing quickly with inquiries Tesco should ceaselessly reply promptly to complaints roughly abject attend to or low quality products. Tescos customers expect to be picturen tele telephony numbers and ad fig upes where they burn down contact customer good when necessary or direct them to the customer service desk. unafraid customer service means keeping customers happy. Tesco whitethorn fling competitive prices, involve helpful and favorable supply and respond quickly to customer complaints. Offering good customer service likewise helps Tesco to be competitive. terry cloth Leahy the chief executive of Tesco said that good customer service helps Tesco to argue successfully with another(prenominal)(prenominal) super securities industrys.An explanation using appropriate instances, of how the organisation uses customer service to contact customer inescapably. Including the strategic objectives of the organisationTesco customer service involves identifying and get wind ing customers needs in the most(prenominal) effective way. efficacious customer service is very all-important(prenominal) to Tesco and it will help Tesco to carry out its aims and objectives. Tesco will use effective customer service to attract smart customers and hold active customers. Tesco aim to achieve continuous improvements in its customer service so that they groundwork gain competitive advantage. Tescos customer service offers a great range of serve to its customers, this intromit providing schooling, giving advice, providing assistance, after sales work and service for disabled customers.Tesco provides assorted information to its customers. For example Tescos website contains information to the highest degree Tescos history, Tesco guardianshipers, Tesco financial information, how to shop online and so on. Tesco offer a wide range of advices to peeled and live customers for example Tesco staff skunk help customers to choose a product. Tesco terminate hel p its customers in different ways example of this is helping disabled people with their shopping. Tescos after sales services include handling and driveing with customers complaint. Tesco aim to provide high level of service to its customers. Tesco is incessantly willing to hear from customers that are not satisfy, this matters can be shared with staff shares face to face, by letter or by telephone.This year Tesco is sponsoring the 2006 Tommys Angel Award. This award will be presented to individual that deserves special rocongition for helping someone through with(predicate) a uncontrollable arriveliness or a produceing promblem of any kind. The winner will be presented with a prize at the star studded Tommys parent frendly awards rite held at an exclusive Lon sham venue. Tesco has been voted Tommys most parent friendly super trade for the third year running. Tesco k right aways how important it is to make shopping with a tyke as easy as possible, thats why Tesco work re ally hard to offer its customers with the hounding parent friendly services.1. Toiletries Tesco offer a range of bambino wipes and toiletries which enable toddlers to start descri beingness to do every day tasks themselves.2. Parent and infant parking which is dedicated parent and child parking spaces, where possible located near the store for easier and safer access.3. Trolleys Tesco provides trolleys that slaver car seats so that bilk can stay in its crew cut whilst the parent shop. Tesco also supply trolley wips to ensure the trolley is clean house and hygienic.4. Instore caf many of Tesco enlargedr stores pull in cafs with healthier options available for children, these include sandwiches, fruit, jacket potatoes. Tesco also offer toddler cutlery, high chairs, bottle and nourishment warming services.5. Bag packing Tesco provides customer aids to help pack the parents shopping bags.6. Queues Tesco aim to open another till until all the ticks are open is theres more th an one someone in front of parents.7. Umbrellas Tesco provides umbrellas for customers to take out to their car if its raining.8. swear out Tesco helps to take shoppings to the customers car if the customer cant take it themselves.9. Assisted shopping Tesco helps customers with their shopping if they need a hand.10. bollocks clothing Tesco offer an extensive range of exceptional quality, 100% like clothing which is machine washable and tumble dryable.11. Baby changing live many of Tescos larger stores have baby changing cortege and also provides lighten nappies.12. P vilifyacy Tesco provides able advise from its pharmacists, dispensing service, time deliver repeat prescription service, full range of over the counter medicines, consulting rooms if customers need privacy.13. Petrol at customers convenience provides new pay at pump option, so customers dont have to leave their baby alone in the car when they go to the till, offer competitive fuel prices in customers area, ear n clubcard points on all petrol and automotive products.14. Kids club provide kids club for free for children amongst 5-8 years old, keep them entertained with fun and naughtys in the clubzone magazine, add-on exclusive offers, coupons and advice for busy parents.15. Baby and Toddler club Tesco baby and toddler club is a series of 10 segmented magazines which track babys lifestage, from pregnancy through to five years old. Tesco provide expert advice, top tips and money off coupons.If a customer was using a trolley and it broke down and would cause risk to the customer, weighing on the forcible status of the customer, he or she would want to be treated differently. If a customer had an illness or some sort of medical puzzle they would want to be treated in a way that they would be most comfortable. All Tesco customers would want their information to be unplowed snobby and safe so that when they buy products with debit or credit cards, their information will not be make upn o ut so Tesco have a database trade protection act where any customers information cannot be viewed by anyone that hasnt got authority.Tesco have to provide staff who can attain targets of different customer service. If a customer is looking for Tesco animal trainer they would expect to be referred to the person correctly including where and when the person can be found. Some of Tesco customers may not understand English and will find it hard to understand what the staff says so it is the certificate of indebtedness of Tesco to provide different staff with different speech communications. Tesco can also provide signs and maps in different languages so that it will be easy for the customers to understand. If a staff does not s wind the language that a customer understand, the customer should be refer to another staff that can speak the comparable language as the customer. Tesco have different customers with different needs.For example disabled people should be helped with their s hopping, a screen person alone should be escorted around with a part of staff or Tesco can have sign that are brailed so that this will make it easy for blind customers. Customer service includes a anatomy of tasks except the crucial splendour is for Tesco to keep its real customers and gain new ones. All forms of customer service require communication between the supplier of goods or services and the customer or potential customer. All Tesco member of staff dealing with customers must have specific clevernesss and understand the importance of a number of aspects of the front line activity which includes customer behaviour, modes of communication, interpersonal skills, telephone manner, technological skills and product k this instantl bunt.Customer behaviour when dealing with customers, it is important to realise that different people react differently and that a customers response is frequently a direct result of the posture and behaviour of the person they are dealing wit h. This includes not moreover appreciating the reasons for an individual customers behaviour on a finical occasion, alone understanding the reactions of people in situations which are a good deal quite stressful, as when seeking information that is thorny to obtain, asking for assistance or qualification a complaint.Modes of communication many different modes of communication may be use in customer service which includes written, verbal, non-verbal, face-to-face that is body language. write communication can be by letter, fax or e-mail. It should always be remembered that letters written to customers on behalf of Tesco are formal and all the rules of formal letter writing must apply. The customers pattern and ad lay out must be correct and the contents of the letter should be clearly laid out, brief and concise. If the letter is in response to a communication by the customer, care should be taken that it deals with matters raised by the customer. While faxes and e-mail need n ot be quite so formal in format, they must still be advantageously written, give all the correct information and be properly laid out. oral communication can be face to face or on the telephone. While politeness and courtesy are always important when public lecture to a customer, when the conversation actually takes place face to face, appearance and dress also become important.Non-verbal face-to-face communication can convey more than is intended. Actions communicate our emplacement to others and are plastered to bring somewhat certain responses.Communication via the mesh is use more and more frequently and the equal rules of attention, patience and helpfulness should apply.Interpersonal skills is the verbal and body language skills inevitable for good communication between people.Appearance is important in all face-to-face situations, so Tesco lay down ground rules on how its employees should dress by giving them uniforms. One of the basic aims when talk of the towning to customers is to vomit up them at ease. This will scarcely happen if the number of staff willing to list to them, does not interrupt and repoints polite interest in what they are saying. The right attitude to the customer has the added advantage of do it more likely that he or she will not feel slighted or threatened, thus devising it easier to deal with the matter in hand.Telephone manner people use the telephone so often that many assume that anyone can talk effectively on the telephone. However in telephone conversations, it is important to learn the principles of pitch, projection, energy, volume, articulation.Pitch nobody wants to listen to a screeching voice on the other end of the line.Projection the voice should carry sufficiently to be good heard.Energy the speaker should ensure that he or she comes over as confident and fully in control.Volume should not be so loud that it deafens the meeter or so low that the listener has to strain to hear what is being said.Artic ulation distributively word should be clearly pronounced, to avoid confusion and misunderstanding.These telephone skills have to be learned and wise employers provide training for employees, either inhouse or from their supervisors.Technological skills staff working in customer services need to be dexterous in IT to be able to retrieve information, refer to records, handle customer accounts and personal files, set up and use customer databases and obtain feedback from internet/intranet websites.Product familiarity staff in the front line of customer services must have a good knowledge of the goods or services provided by the business. Failure to do so will result in customers losing confidence in the produts offered. The above skills are equally important for all organisations, whatever their size, it is of course, easier for a large company to train its employees than it is for a small business.Customer charters tesco have its own laws of set which set out in detail the cust omer services that they aim to provide. On the institution of such codes of coif, Tesco create customer charters. These contain information about customer rights and the services offered. While customer rights are statutory, in other talking to laid down in various acts of parliament, it is the additional extras that are likely to interest customers and persuade people to buy from the company. Customer charters are however worth having if the look fors they contain are kept. For example Tesco promises to open another checkout if there is more than one person waiting at those that are open, this promise was adhered to all Tesco stores visited. Tesco promises to provide quality customer service at all times but fails to open enough checkouts at peak times thus increasing waiting time at the tills.A concise and accurate account of how the organisation had incorporated consumer protection into its customer service insurance.Tesco is aware of the importance of good customer care. In order to ensure that Tesco know precisely what its responsibilities are towards its customers, legislation is necessary. All proceeding between Tesco and the buyer are contracts with some(prenominal) sides having clearly defined responsibilities. The office of the buyer is to pay for the goods purchased while the debt instrument of Tesco is much more complex. Consumer protection looks after consumers in a number of ways. It prevents Tesco from charging very high prices or very high rates of interest Dishonest practices, such as selling measures other than those stated on the label The sale of unprotected products, such as childrens toys with sharp edges Information about consumers being passed to other businesses without the consumers permission.Consumer protection legislationThese are the main Acts of Parliament dealing with consumer protection1. Sale of unslopeds Act 1979 under this act products sold must be undamaged and in good working order. They should do what is expecte d of them and perform as described and be of satisfactory quality. If consumers phonograph recordover that products do not meet these requirements they can reject them and ask for their money back providing they do so quickly, alternatively they can request for repair or replacement or claim compensation.The act covers fundamental requirements of purchasers which means that goods must be as described this means that goods must conform to their description, be of satisfactory quality in relation to the price paid, the description and the age of the item, must fit for the purpose for which they are intended goods must carry out the purpose they are made for. unplayfuls must be fit for any specific purpose, which the buyer has made clear to the seller at the time of the sale. If the goods are not of satisfactory quality the courts would take into shape various factors such as whether goods were free from minor defects, satisfactory in appearance and finish, safe, durable and as d escribed. Tesco customers are authorise to refund of unacceptable goods within a comely time after purchase. Tesco customers do not have to accept a credit note.2. Supply of Goods Acts 1973 this acts deals with the responsibilities of the seller in relation to charter-purchase contracts. Anyone buying goods on hire purchase has the same protection under the uprightness as a person who buys the goods outright. The supplier must ensure that he or she has legal title to the goods, the description of the goods is accurate and not misleading, the quality of the goods is of reasonable hackneyed, if selling by hear, the sample is representative of the rest of the consignment. The buyer who enters into a hire purchase contract is in a stronger position than one who pays for the goods outright. When buying on hire purchase, it is still possible to reject the goods after accepting them, whereas in minutes in which the full price has been paid, once the goods are accepted they cannot be rejected.3. Data breastplate Act 1984 this act protects the confidentiality of information stored in calculating machines. As more and more organisations now hold personal information in their databases, it has become necessary for the government to regulate the ways in which such information should be stored and used. The act requires anyone an individual or an organisation property personal data on computer to register with the Data Protection Registrar. It also requires that data must be acquired legally, data must only be used for the purpose for which it is held, data must not be disclosed to others unless this is necessary for the purpose for which it is held, data must be accurate and up to date, people whose data is held must be allowed access to any information about them, any incorrect information must be corrected, every data holder must make proper tribute arrangements to ensure that no unauthorised person gains access to the data. This means that computer users mu st not give unauthorised printouts of data to anyone and must ensure print outs are not left lying about. Passwords and Ids should be kept confidential and not disclosed to anyone.4. Supply of Goods and Services Act 1982 this act requires traders to provide services to a proper standard of workmanship. If a clear completion date or price has not been fixed wherefore the work must be completed within a reasonable time and for a reasonable price and any material used or goods supplied in providing the service must be of satisfactory quality. The law treats failure to meet these obligations, as breach of contract and consumers would be entitled to seek redress if necessary through civil courts. The act protects buyers against brassy workmanship, delays and exorbitant charges. The act states that all services should be carried out for a reasonable charge, within a reasonable time, with reasonable care and skill and using satisfactory materials.5. Sale and Supply of Goods Act 1994 thi s act is important for its substitution of the term satisfactory quality for the previously used phrases marketable quality and fit for purpose. Goods purchased from trader whether new or second hand must be of satisfactory quality. This means that it should be safe, durable and have acceptable appearance taking into account its price, nature any description that apply to it and any other relevant circumstances.A extreme explanation of the techniques used by Tesco to manage and improve customer service.Customer service is important to Tesco. I have already looked in details at the laws that must be obeyed by Tesco and at the legal rights of customers. All the rules and regulations are the theory but what Tesco actually do to look after their customers is the practice. Am overtaking to examine the ways in which Tesco establish, monitor and constantly extend to improve customer service. A vast organisation like Tesco can provide a wide range of customer services and has at its di sposal the financial and technological means to try and establish its edge over others. Tesco now recognise the importance of customer service. Tesco is so large that it could not operate without communication systems in place. There must be means of contact between separate departments and between the employees in each department.It is vital that customers are able to reach the correct department and thusly the person with whom they need to deal. There is always danger that decisions have to be referred through several channels, making for delays and failure of one part of the system can easily lead to customer dissatisfaction in Tesco. The personal key signature approach is difficult if not impossible to achieve. Tesco like many other organisations now ensures that its telephone operators, the starting time link with customers identify themselves by prenomen when dissolvering the phone.This has the two-fold aim of creating a more informal atmosphere during any conversation an d giving the caller a name, which he or she can indeed refer to or ask for again. Tesco have its own codes of practice to provide a benchmark against which the efficiency of their customer care can be monitored, measured and make any necessary improvements. Code of practice is not legally binding but Tesco usually guarantees that the contents of the code will always be adhered to. If a customer can show that the theory of the code of practice is not being translated into practice, he or she has very strong grounds for complaint. Tesco also have specific customer service policy, which includes detailed information on how staff must treat customers in a variety of situations. The nature of Tescos business dictates how the familiar principles of customer care should be implemented. The customer policy is a follow up of Tescos mission statement.Suggestions of how Tesco might improve its customer service.In order for Tesco to assess its existing standard of customer service and be able to introduce improvements, Tesco needs to know what its customers need and want and how these needs and wants can be satisfied. Tesco can use different techniques these are customer questionnaires, interviews, user embellish discussions, focussing information analysis, internet websites, telephone surveys, mite schemes and mystery shoppers.Customer questionnaires can be very expedient in providing information on customer expectations, reasons for choice of provider, and negative as well as positive views about Tesco. Tesco can organise such surveys itself or use a market interrogation firm to carry out the research.Interviews especially personal interviews with customers can often provide an insight that may be lacking in a questionnaire response. Tesco can ask its frontline staff for their views on services provided and their experience of customer reactions.User panel discussions also provide valuable information but are quite difficult to set up and are also expensive. If a user panel is successfully selected to include a representative cross-section of customers, the results can give the business organisation a good indication of what the customers want and need. worry information analysis is now much easier to carry out, as the information from every area of Tescos activities is usually stored on computer. Computerised information is only as good as the introduce, however to be effective, management information analysis must be based on correct input and reliable methods of analysis must be applied.Internet website are now in general use and valuable feedback can be obtained from websites. Tesco can use Internet to monitor its customers service and receive feedback from customers through Tescos website.Telephone surveys can be carried out in one of two ways.1. calls can be made using an existing customer database, to tell customers about new additional services and or invite their opinions on services already provided.2. the second method invites c ustomers to phone in themselves and provides a free phone number on which to call.Tesco, inviting customers to mention ways in which services could be improved, runs suggestion schemes. This might be a question of opening hours, store layout or information provided or specific facilities such as access for the disabled or mother and baby rooms. This sort of customer feedback can be very useful for Tesco.Tesco employs mystery shoppers. These shoppers visit the stores to ascertain the standard of customer care. Their activities might include tactical maneuvering the part of a difficult customer or trapping a complicated complaint.All these are only valuable if the findings obtained are analysed and practical conclusions drawn which can past be incorporated in Tescos customer policy. Tesco holds regular meetings with customer panels to discover what its shoppers do and dont like. To improve customer service training is vital. The sheath, duration and frequence of training must be decided once the needs are identified. In customer service as in other areas of Tesco, it is relatively easy to pinpoint shortcomings and to resolve and overcome them. It is much more difficult to implement the changes. It should be remembered that the process of alter customer services is an current one and therefore constant monitoring is necessary. If found that a particular technique does not bring the expected result, it often becomes necessary to fiat and perhaps change the methods used.An independent approach to assembling and analysing information about Tesco.The most recent approach to customer service is to stress the place played by all employees in enusring that customers are satisfied. Every member of staff is expected to provide customer service to an equally high standard. Staff are all trained in customer service and given the opportunity to gain qualifications in this aspect of the job. In Tesco, a high standard of customer service is a way of gaining a compet itive advantage. Tesco has acknowledged that one way that it competes with other supermarkets is by religious offering higher standards of customer service. High quality customer service offers Tesco a number of advantages which includes immediate benefits and longer term benefits. The immediate benefits are Tesco will win new customers, gives customers information about Tescos products, helps Tesco to keep market share while the longer term benefits are improves corporate photo of Tesco, may win a business increased market share, Tesco keeps existing customers and Tesco enjoys rising sales and profits. Below is a sample of role play that Tesco can use to approach customer service.Customer service confederate hello, how can I help you?Customer hello, sorry for disturbing you. I bought this play station 2 game five weeks ago, when I got home I then realise that the disc its not working but because I travelled Ive not been able to diminish it on time so Ill like to change it for a new one or a refund please.Customer service friend am sorry to hear that but unfortunately our policy is that customers only have 28 days to return purchase and you have missed the 28 days policy.Customer the only reason I didnt return it on time is because I travelled and I still have my receipt with me so itll not be ordinary if you dont change it for me.Customer service assistant am very sorry sir but Ive to follow the companys policy.Customer so what do you expect me to do with a disc thats empty, it doesnt even show anything on it and you are vocalizing me that because of your policy I should have missed my holiday.Customer service assistant I didnt say you should have missed your holiday but you should have return the disc on time in order for you to get it deputise or refund.Customer so whats exhalation to happen because you cant expect me to pay for nothing.Customer service assistant theres only one thing I can do to help you and that is to talk to my manager.Customer o h please do that as long as I get the disc exchange or a refund.Customer service assistant ok my manager scantily told me that I can exchange it for you this time but I cant refund your money.Customer thats alright, no problem.Customer service assistant this is your new play station 2 game and I wish this one will work.Customer I hope so too. Thank you very much. ByeCustomer service assistant byeFrom this role play, Tesco will be able to know how employees deal with difficult situations with customers, type of train they need, if they need improvement and how the improvement will be done.A logical analysis of the effectiveness of customer service in the organisation using examples of good pratice.The main objective of customer service is customer satisfaction. Tesco can measure customer satisfaction by using questionnaires completed by customers. A satisfied customer does not mean someone who has no complaint but someone who is really happy with the service, product and the undiv ided experience of dealing with Tesco. There is then a feel good family established with the customer. It is then up to Tesco to develop the relationship into profit by using the techniques of customer relationship management.The overall effectiveness of Tesco customer services are the staff contribution, the exposit, the quality of products. Staff contribution the contribution made to customer service by staff can make or break Tesco. Some of these aspects may seem obvious, but it is when they are not present that the problems start, this can include* General appearance staffs tidiness and personal cleanliness and hygiene are important, a staff wearing uniform can help to give a good impression but a strong dose of ail or unwashed socks can do a lot of harm to customer relations.* Mood and expression a smile can make such a difference* Attitude helpfulness can give a customer confidence.* Product knowledge staff ignorance and uncertainty put the customer off, if a staff member do es not know the answer to a question, he/she should be able to find someone who does.Teamwork is an natural element of the effective functioning of any workforce. It relates to all funtions of Tesco not just customer service. Teamwork is presently a popular method of management. It encourages a antiauthoritarian approach. Through this, individual team members learn to take responsibility for what is going on and are motivated by success. Tesco encourage this approach to customer service by conventioning its sales staff into customer service teams and holding team meetings to discuss customer problems, complaints procedures, shoplifting and new product campaigns. Customers can soon sense when teamwork is breaking down for example when staff members do not take responsibility for errors or problems and blame others. Effective staff training is another essential element in providing a high level of customer service. The premises the layout and organisation of premises of Tesco are important factors in welcoming customers and putting them at ease. Issues to consider when assessing the premises of Tesco include* Is the layout and the product areas well signed* Is it tidy or are there boxes lying around, blocking customer access* Are the aisles wide enough* Are special offers prominently placed at the end of the display stands* Are the display stands well stocked* If the customer needs a trolley, are they readily available and is the car park easily accessible. The quality of product the quality of product is of prime importance. An easily unmarked feature of customer service is the product itself. Returning to shop again in Tesco or providing value for money is the product of high quality. It all depends on what the customer expects. Tesco pride itself on high levels of quality. The objective of Tesco is to provide value for money.An appraisal of the techniques used in Tesco for monitoring and improving customer service with built in quality measuresAn Apprais al of the techniques used in Tesco for monitoring and improving Customer Service with in-built quality measures. Tesco is a huge organisation and they know that the secret to being successful and reliable is to provide good Customer Service. Tesco monitor the customer service progression through Benchmarking, training and development, ISO 9000, quality pass around, append quality management and quality authorization.Benchmarking is a used by many organisations and is helped to show the surgical process of Customer service with other supermarket outlets. If Tesco is to improve it must be able to set standards and monitor its progress. The motivation for continuous improvement by Tesco and its workforce must often be the recognition that they are not the take up. If Tescos competitors are doing better so can Tesco. Benchmarking involves number of stages1. To decide what in Tesco needs benchmarking e.g. outturn time, delivery time or after sales2. To choose another business for s tandards of uprightness to benchmark against3. Gathering information about the standards of excellence4. Setting standards and making sure everyone in Tesco knows about themBenchmarking is a very simple concept and gives Tesco a target to aim at. Almost anything can be benchmarked such as* Personnel, which are the number of, staff Tesco used to sell product, their qualifications, the amount and type of training, number of supervisors.* Use of IT which include type and quality of the sales database and type of equipmentProducts Tesco offered which include added value, features it have as standard, options available, and competitors products. facts of life and development is a crucial part of the implementation of any quality programme. The type and requirements of the training will depend on1. Current performance/success of Tesco2. Current and planned quality system3. Level of management4. Tesco organisation structureAll techniques designed to improve quality standards depend entire ly on Tesco workers. If Tesco is to be truly quality focused it depends on everybody being have-to doe with. When the whole workforce is to be involved and effective then everybody needs to be properly trained.ISO 9000 (International Organisation for Standardisation) covers supply of goods, quality control, training, informal documentation, after sales service, procedures for dealing with faults and management of the system. All these ensure that consummate product will be of a standard that will meet customer requirement. The certification process is very demanding. The benefits of IS0 9000 for Tesco include marketing necessity, thriftiness in costs, fewer complaints, fewer problems and reduction of waste in natural processes. For Tesco to get the certificate they must document all its procedures and carry them out precisely as they are specified. There are three sections covering fire every aspect of Tesco operations, including product design and development, purchasing, man ufacture, installation, inspection and testing, maintenance, storage, marketing, sales and distribution, forwarding and waste disposal. Tesco needs to write1. Quality policy2. Quality manual of arms3. Procedures and work instructions4. Set up system to record and deal with all quality failures and customer complaints, including putting in place measures to stop them occurring again.5. Name a quality manager who will have responsibility for managing the quality system and carrying out internal quality audits.Tesco would benefit from ISO 9000 accreditation peculiarly if they have ambitions to become suppliers to national or international companies.Quality circle is a way Tesco workers meet to examine workplace issues as quality, productivity and wastage. For Tesco team working to be successful, it relies on competent responsible workforces who want to improve quality. Their ideas for improvement can be discussed at regular meetings. The workers meet voluntarily at frequent and regu lar intervals to discuss problems encountered in their work with a view to discovering solutions. Problems they studied may relate to safety, productivity, cost reduction, improving the working environment as well as quality. For quality circles to be effective Tesco needs a well-educated and trained workforce up to(p) of receiving, analysing and solving problems. The most effective quality circles have these features* The group consists of between 5 and 10 people and all members have special training in quality control techniques, decision-making and problem solving.* Membership is voluntary and people can choose their own issues/problems to examine* The members are all involved in the same kind of work, which increases the range of experience and knowledge* The group has access to management and can make suggestions and suggestations.Quality circles are most appropriate in Tesco because there is participative, consultative management style, workers views are recognised as a valu able asset. Quality circles require trust from both Tesco management and workers. Tesco staffs need to be empowered or given responsibility to make decisions and create solutions, this comes with adequate training. hail quality management is a way Tesco manage to improve effectiveness, flexibility and competitiveness of business as a whole. Tesco effectiveness of total quality management depends on total team working. Tesco essentials of total quality management approach is that workers on labor processes have personal responsibility for passing on to following operations only products of perfect quality. Total quality management and team working can result in high levels of motivation and involvement, leading to better quality standards, lower levels of waste and generally higher productivity. The basic principles of Total Quality Management Tesco have to put in mind are1. Put the customer first by* qualification sure all customers, both internal and external are properly looked after and have their problems solved* Having systems in place to provide effective customer care and service* Anticipating and fulfilling their needs* Exceeding their expectations, by using market research to find out what they want* Being responsive and listening to their views so that complaints are welcomed and seen as an opportunity for positive change and improvement* Making sure all service standards are met.2. Make continuous improvements by* Reducing costs* Reducing waste* develop ordering procedures* Better delivery systems.Quality assurance make sure that quality standard is maintained throughout all areas of Tesco. It is concern with preventing faults from happening in the first place by aiming at producing at producing zero defects. Quality assurance is by contrast, an organisation wide approach that places responsibilities for quality on the whole workforce particularly the front line operators who actually make the product.Tesco quality assurance for foods is seen as a priority for their customers.An evaluation of the provision of customer service in my chosen organisation and how the customer service is monitoredGood customer service is vital for any business to success. Customer service is a set of behaviour which Tesco undertake during its interaction with customers. A good customer service is improtant for Tesco because it will allow Tesco to increase sales and market share. Providing good customer service will enable customers to shop again at Tesco because the customers will feel respected and value. Tescos policy is to offer value for money, good customer service, pleasant shopping experience and good qualities. Customer service includes different tasks but it is important for Tesco to keep its existing customers and gain new customers. Good customer service within Tesco require communication between provider of goods and customers.Tesco aim to provide all its customers with the best quality and good value for money when shopping. Having a store at every corner, Tesco provides all its shoppers with the benefit of very high quality products all at low prices.Tesco have a market share of 30.5% which is currently the highest supermarket market share in the UK so Ill say Tesco has meet its aims and objectives by improving customer service and providing cheap products at good quality. Tesco customers believe that Tesco have a wide range of products.Realistic and thorough exhortations on how my chosen organisation could improve its quality systems to help meet customer quality expectations, with an explanation of the changes the recommendation would bring about.The story of Tesco began in 1919 when Jack Cohen sold groceries from a stall in the East closedown of London. Tesco name came into use in 1920s when Jack and his partner took TES from TE Stockwell and CO from Cohen to coin what is now a household name. Having close to 600 stores, Tesco is now the largest food retailer in the UnitedKingdom holding an estimated 15% share of the total market. Tescos success is based on the principles of innovation, high standards of customer service and a firm policy of listening to its customers and acting on what customers say.I have designed a questionnaire to evaluate if Tesco has improved its products and customer services. enchant tick the relevant box.1. What gender are you?MaleFemale2. Where do you normally do your shopping?Tesco Sainsbury Asda Other3. How would you range the customer services of other supermarket?Good Bad4. Do they offer wider range of products?Yes No Dont know5. Do you like shopping at Tesco?Yes No6. How would you range the attitude of staff at Tesco?Poor Good Excellent7. Do you think the staff have enough knowledge of products?Yes No Dont know8. Do you think the staff are friendly enough?Yes No9. Do you think Tesco offer good products quality?Yes No10. Is Tesco layout good enough?Yes No11. Would you recommend Tesco to any one?Yes NoBelow are the results of the questionnaires I pass on out to customers.This is the result of where different people shop.The chart shows that 12 out of 30 people shop at Tesco, 5 out 30 shop at Sainsbury, 7 out of 30 shop at Asda and 6 out of 30 shop at other supermarket.The chart below shows that 3 out of 30 people think that Tescos staff attitude are poor, 27 think the staff attitude is good while 10 think that staff attitude are excellent. Which means that Tesco staff have a good attitude to customers. In order for Tesco to keep to this, Tesco need to continuely motivates its staff to work efficiently.The chart below demonstrates that Tescos customers have good product knowledge.The chart below shows that customers are happy with Tescos product quality.Majority of Tescos customers believe that Tescos layout is good enoughMajority of Tescos customer will recommend customer to other people.After conducting my research about Tesco Ive now decided to write a report to the board of directors outlining the research I have done into customer service strategies employed by Tesco and making suggestions for improving the customer service.To the Board of Directors of Tesco.I have been conducting research about your companys customer service and I found out that you are currently the top leading growth supermarket in the UK which indicate that your customer service is properly the best in the UK supermarket. Above the scallywag are the results of questionnaires that I handed out to get your customers opinion about your company and I was impressed to know that most of your customers like the way your staffs treat them and also have enough knowledge of products. If you continue to keep to this, then I believe you will continue to meet your aims and objectives and also continue to increase your market share.Ill recommend that you keep to providing goods and services at high standard always, ensure accurate procedures for dealing with enquiries and always give information that is accurate and precise, ensure your compa ny only promise what can be delivered. I believe that if you keep to this, you will not loose customers. From my own point of view if you continue to provide good quality of products to your customers, you will make more profit because customers are always willing to buy good quality at a value price. I also believe that your managers should continue to encourage staff to provide good customer service. Having bad relationship with managers can cause poor customer service. Managers should always make sure they have very good relationship with all employees in order to improve customer services. Good customer service is essential in order to meet customers needs and make profit.