Customer service Essay Example

offers shallow trolleys designed specifically to alleviate this concern.

To cater to families with twins or triplets requiring additional shopping space, Tesco places a premium on having the largest trolleys available at their stores. Furthermore, they have incorporated entertaining fun carts that are affixed to the trolleys for the amusement of younger children. Tesco is fully committed to safeguarding customer well-being, as expressed in their policy which declares: "We consistently explore novel methods to enhance the family-friendly atmosphere of our stores." As part of this dedication, all revolving doors across every store have been substituted with automatic doors in order to optimize convenience and ensure customer safety.

Tesco is committed to ensuring the safety of both adults and children with finger safe doors designed for little hands. The company's dedication to inclusivity extends to customers with special needs, aiming to provide the best shopping experience regardless of abilities or disabilities. Tesco ensures that in-store staff members are available to assist customers with special needs according to their policy. Furthermore, all Tesco stores are equipped with standard wheelchairs and over 120 stores have electric wheelchairs available (source).

All stores are equipped with disabled toilets, special parking spaces, and even a service call in petrol station where dedicated staff can assist individuals with special needs by putting petrol in their car and processing payment without them having to exit the vehicle. Additionally, customers with visual impairments have access to a special audio magazine called "talking TESCO" which provides the latest offers and features various articles from the Club card magazine. Tesco aims to minimize queues at the check out as they understand that customers prefer shorter waiting times.

Complaints can

arise when customers are made to wait, but Tesco's staff goes above and beyond to accommodate their customers. They offer various services such as allowing customers to pack bags according to their preference or assist in unloading trolleys. Additionally, they help retrieve any forgotten items, supervise children during payments, and even provide assistance in carrying shopping bags to cars. These examples highlight Tesco's commitment to excellent customer service.

The promotion of a customer-focused culture aims to ensure customer satisfaction and loyalty. By prioritizing the needs and preferences of customers, businesses can establish strong relationships and gain a competitive edge. Effective communication plays a crucial role in achieving this goal. Understanding different communication types is important for maximum impact. By tailoring communication strategies to individual customers and situations, businesses can effectively convey messages and meet customer expectations.

Tesco's employees are well-prepared for in-person customer interactions. It is important to remember the significance of non-verbal communication, which accounts for 75% of body language. Therefore, maintaining eye contact, smiling, and staying composed are vital when dealing with customers face to face. This is especially crucial when handling difficult customers, a situation that occurs frequently. In these cases, Tesco's staff must showcase confidence by sitting or standing up straight to communicate their professionalism and competence to the customer.

-It is important to listen carefully and emphasize, as this demonstrates effective communication and aids in finding a solution to the problem.

-Patience and courtesy are crucial when dealing with customers.

-Asking questions to check and confirm understanding helps prevent further issues from arising.

-Providing options for compensation ensures customer satisfaction and following through on promises is essential.

-Having strong telephone skills is a significant aspect of delivering

excellent customer service.

When answering the call, employees at Tesco need to ensure that they make the caller feel welcomed and satisfied from the moment they pick up the phone. According to the website (http://www.tesco.com/customerservices/custServAroundTheStore.htm), Tesco's customer service center receives approximately 80,000 calls every week. It is crucial for Tesco to have well-trained phone operators as poor telephone skills can result in losing customers, which is something Tesco wants to avoid.

To handle customer calls effectively, employees must follow certain guidelines:

- Answer the phone within three rings
- Introduce themselves and state that they are from Tesco, as well as their department. For example, "Good afternoon! This is Anna from Tesco Direct. How can I assist you?"
- Determine the customer's requirements
- Be courteous and polite
- Transfer a call only as a last resort
- Ask the customer to wait instead of putting them on hold
- Avoid playing piped music in the background
- Assure the caller that the Tesco team is working on their request as quickly as possible
- Provide regular updates and inform the customer about the progress if the call lasts for an extended period

Additionally, Tesco should investigate customer requirements and satisfaction levels by analyzing various sources of information.

The importance of comprehending customer requirements cannot be overstated in order for a business to successfully offer products and services that will result in customer contentment and cultivate loyalty. Tesco's customer services webpage (http://www.tesco.com/customerservices/custServOurServices.htm) discloses that they receive 5,000 postal letters annually. Evaluating customers' purchasing habits is more convenient than gauging their satisfaction with the quality of customer service. To understand and fulfill customers' needs as well as measure their satisfaction levels, Tesco implements various approaches, such as utilizing the

Loyalty Card.

The purchasing habits (requirements) can be monitored through the Tesco loyalty card. Tesco encourages their customers to obtain and use a loyalty card by offering points and offers. According to Tesco, the Clubcard is their way of expressing gratitude: "Collect Clubcard Points on your shopping, and we'll send you Clubcard Vouchers 4 times a year to say thanks" (source: http://www.tesco.com/clubcard/clubcard/). The primary navigation list starts with Customer Question Times. The satisfaction level and customer requirements can be monitored by directly obtaining feedback from the customers, such as in meetings.

Tesco's has been organizing Customer Question Times for the past decade, where customers are welcomed to their nearby store to engage with the management team and discuss their shopping preferences. These meetings serve as an opportunity for customers to provide feedback on both positive and negative aspects of the stores and business. The feedback from customers holds immense value for Tesco's, as it helps them ensure that they consistently deliver the appropriate range of products, services, and quality that customers have come to anticipate.

Mysterious shoppers, or "Mystery shoppers," are employed by our business to assess Tesco's customer service. These individuals go shopping and provide feedback on the services they receive from Tesco. It is crucial to not only gather information but also evaluate it in order to establish goals and objectives for eliminating instances of subpar customer service and enhancing its quality. 4. Offer customer care and service for business and service operations.

Tesco meets the different needs of its customers by providing a range of products and services that cater to their age groups, ethnic backgrounds, and abilities. Families can benefit from services such as

children fun carts attached to trolleys, baby changing facilities, and a diverse selection of baby products. Additionally, customers with toddlers can ask for their baby bottles to be warmed up at Tesco stores that have cafes.

Tesco offers support to different customer groups through their loyalty card program. Customers with kids receive vouchers, offers, and specific products like baby food and nappies based on their shopping habits indicated by the loyalty card. Additionally, Tesco provides assistance to customers with disabilities, such as helping with bag packing and offering support while navigating the store. They ensure that sufficient staff is always present to aid disabled customers in obtaining products that may be out of reach or difficult to obtain. Tesco stores also have accessible facilities like wheelchairs and disabled toilets available for use by all customers.

Tesco has implemented a system to improve service for customers with hearing impairments. An induction loop is available at select checkouts, customer service desks, and tobacco kiosks (source: http://www.tesco.com/customerservices/custServForSpecialNeeds.htm).

Customers who have mobility issues can choose online or telephone ordering and have their groceries delivered to their doorstep. Tesco serves customers from diverse backgrounds with varying socioeconomic statuses; some may be wealthier than others.

Tesco caters to customers of all financial backgrounds by providing a diverse range of goods with different price points. For example, Tesco sells medium sliced white bread for 35p, compared to Hovis' higher price. Customers prioritize having a variety of choices and customization options rather than uniformity. As a result, Tesco has expanded its offerings beyond groceries to meet these preferences.

Tesco now includes electrical goods such as phones, broadband televisions, etc., as well as finance services like insurances, loans,

breakdown covers, etc. They have expanded their offerings to cater to the diverse needs and interests of various customer groups. Tesco aims to meet customer expectations by ensuring that the desired products are available on the shelves of their stores. Furthermore, Tesco places emphasis on presenting high-quality goods that meet strict standards.