When a company gives assistance and advice to those who purchase or use products or services from the company it is called customer service. But customer service is when the customer's complete experience from when they enter the business or even when they visit the website to the after-sale service. High-quality customer service means keeping customers happy and providing services that they didn't even know that they would have preferred. Customer service involves intensifying customer needs to satisfy or fulfill them.
Tesco is a multinational grocery business. This means that it serves 12 countries across Asia and Europe with its market leader in the UK. There are many useful areas within Tesco for example marketing, finance, production, Human Resources, customer service, and administration. However, for this assignment, I will only focus on the following. Tesco has different customer service roles including:
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- Checkout operator- provides transactions for goods and services
- Receptionist- deals with customer complaints and problems
- Contact center workers- help customer's residence in time and helps load the goods
- Customer assistant- helps customers shop around the store by helping them by giving them information if they require assistance to get what they need.
- Customer delivery driver- delivers goods to the customer's residence on time and helps load the items.
The National Health Service, which is known as the NHS, is a not-for-profit organization in the UK that offers health services. As in many other businesses, this business has different roles for its customer distribution.
- Ambulance service team- enables the hospital to assist people who are far from the facilities.
- Receptionist- provides guidance and advice to customers who require help
- Doctors and nurses- help people to deal with their problems and illnesses
Customer service
Different businesses approach customer service in numerous ways. A business's customer service plays a giant part in whether customers will come or not. If your customer service isn't up to scratch, then that may show in whether people conceive to return to your business or not. for instance, if they weren't proud of their purchase but they were pleased with the way it had been treated. Then they're quite likely visiting come. it'd have just been a faulty product but if things were addressed well then, they must come and buy from them again. Normally people tend to look at online reviews before purchasing something online. This is often because people tend to look at other people's experiences before trying the company themselves. However, the matter is people tend to put in writing bad reviews and not good ones. This doesn't help because people who have had an honest experience wouldn't share with people what it was like.
A few businesses manage customer service better compared to other businesses. As an example, some offer their cash back or like gift vouchers. In any case, some don't give some thought to customer service. this may affect the business since if the customer service isn't up to plain this can affect who returns to shop for again or have anything to try and do with the business. An example is TUI they
An example is TUI they'd awful reviews from a pair of individuals. they'd said that the hotel package was advertised differently online after they had arrived there. It wasn't nearly as good face-to-face because it was advertised. This now implies that people are visiting deliberately before booking with them since this is going on on multiple occasions.
Five ways Tesco has strengthened its position | YouGov
Skills and knowledge needed by staff
In both businesses, the staff will need a set of skills that might be needed in their various roles. However, they will all need communication skills because to provide their service and help assist customers daily, the employees will also need to be able to adequately communicate with the customer to resolve any problems they might be facing. A skill that is usually found in customer service is teamwork. Being able to work in a team can be essential in different situations and to be successful during customer service deliveries. Another skill that every customer service assistant will need is being able to learn and remember the product they are selling. Knowing everything about the product being provided to customers will enable the employees to help the customers get a clear understanding of the product being provided to them. This will enable the employees to help the customer fully understand the functionality and the benefits they will be getting from the product they are purchasing. A manager, on the other hand, will have to have good organizational skills as they are responsible for organizing their department in the business. Also, they will have to have delegation skills as they will need to distribute tasks to the different members of the organization to get the job done at a quicker pace.
Importance of teamwork and co-operation
Providing good customer service can't be done by one person it requires teamwork. If a customer were to come into the store or institute to complain about a certain aspect of the product service, then it may be necessary to communicate with another member of the team or team leader to provide the solution to the problem this will be providing excellent customer service. Assistance between team members is critical and that can be the difference between excellent customer service and poor customer service. Collaboration between departments is essential when a receptionist needs to direct customers or even visitors from different businesses. It's essential between businesses when a customer returns a faulty product or has a problem with a product and this means that the business will have to contact the manufacturer to report the problem and help give an idea to fix the situation.
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