Unit 9 M1 Customer Service

In this assignment i will be explaining how focusing on customers and how providing really good customer service is important in retailing. I will also be looking into the various ways customer service and sales techniques have changed in Tesco. To conclude, i will analyse the impacts made from different customer services and sales techniques in Tesco.

As my selected business, i have chosen Tesco. Having a good customer satisfaction will help increase their customer base, which will increase revenue and allow more profit and this will give the business a good name and reputation. Customer satisfaction means the level of how pleased your customers are. Tesco ensures they have great customer satisfaction by training their employees to the best

When customers are shopping online and place something in their cart, Tesco uses a system that allows the customer to see products that are related to the one(s) they are currently looking at. This helps the customer find a better item, or a similar item for a cheaper price. It may also encourage the customer to buy more products that will benefit their needs. Tesco also use ICT to remind customers about special event, and exclusive/special sales that are only available on or up to a specific date.

Customer Relationship Management (CRM), refers to how a business such as Tesco builds their long-term relationship with their customers. The main goals of CRM is to assist and improve the services provided by Tesco, for the customers. This is also a process companies use to track down and organise their contacts current and/or potential customers.

Customer service covers anything do to do with the customer’s shopping experience. This means making sure the customers get the exact help they need and and that they are being treated

They also have a click and collect service when purchasing something online, this is where customers order products online to save time from going in stores and looking for items that may not be in store and/or queuing up. This allows customers to directly make their way to the store and collect the items they paid for at home online. Similarly to the previous service, Tesco also provide customers with a home delivery service. This is where customers make an order on the Tesco website and they select the items they want to buy, then they enter their address so the products they buy, get delivered to their door within a certain amount of days. Finally, the last technique Tesco uses is club cards. Club cards is like a loyalty programme that Tesco have set up; each time a customer spends money they receive a certain amount of points (depending on what they bought, the amount of points received varies on how much you spend). After they gather up the points they have received, they get vouchers to use and redeem on their next purchase. This sales technique has been put in place to make sure customers have the best shopping experience