How monitoring & evaluating customer service can help…. Tesco

1. How monitoring & evaluating customer service can help….Tesco By Fatimah

2. 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.

3. 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

4. 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.

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 • Caring for the environment - not throwing away food which is out of date (recycle) • Giving customers healthy choices - letting customers decide what they want.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

6. 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

7. By Monitoring (Questionnaire, asking customer How does Tesco improve customer service… what will it bring to…. Customer….. Employees…. Tesco….. • 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

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