Customer Service Approaches and Impact on Business Success

This document discusses the customer service approaches in different businesses and how they help in meeting customer expectations. It also explores the impact of legislation and regulations on customer services in TESCO. Additionally, it provides methods for TESCO to improve customer service and evaluates the benefits of improving customer service performance from the perspective of the business, the customer, and the employee.

Investigate Customer
Services

Table of Contents
INTRODUCTION ..........................................................................................................................3
TASK A...........................................................................................................................................3
P1 Customer service approaches in at least two contrasting businesses showing how these can
help the business meet its customer expectation levels(370)......................................................3
P2 Ways in which customer service can meet the expectations and satisfaction of customers .5
P3 Impact of legislation and regulation on customer services of TESCO..................................6
TASK B...........................................................................................................................................7
P4 Methods TESCO can use to improve customer services.......................................................7
P5 The importance for TESCO of providing excellent customer service and adhering to
relevant current legislation and regulations................................................................................8
P6 Evaluation of the benefits of improving customer service performance from the
perspective of the business, the customer and the employee......................................................8
CONCLUSION................................................................................................................................9
REFRENCES.................................................................................................................................10
Books and Journal.....................................................................................................................10

INTRODUCTION
Customers are individual who purchase goods and services of an organisation. Customer
service refers to services which provides help and advice to the users of the products and services
offered by company(Barari, Ross and Surachartkumtonkun, 2020). These services are provided
to get maximum customer satisfaction in an organisation. Customers are considered as God for
any business. TESCO is a multinational grocery store operates in 11 Countries with their 6,900
stores. It was established in England, UK. TESCO Plc is a third largest retailers with excellent
customer support services. In order to provide good customer services TESCO uses various
methods and approaches of these services. This report contains the meaning of customer services
and their contribution towards success of an organization. There are various methods which can
be used to improve the customer services in any business there are several approaches for the
customer service which can help with the business to meet the expectation level of a customer.
There are several regulations as well as legislations on customer services which are to be
provided by TESCO to their customers.
TASK A
P1 Customer service approaches in at least two contrasting businesses showing how these can
help the business meet its customer expectation levels(370)
Customer service refers to all services which are provided to the customers before, during
or after the purchase of product and services offered by organisation. Organizations these days
understand the value of customer satisfaction that is why they Hire a separate Customer service
team to provide various services to their customers. A good customer service is very important in
all business activities Unhappy and negative experience or customers affect the overall
performance of an organization. In TESCO, they always focus on providing best quality of
services to their customers which helps them run their business smoothly. They provide high
quality of products and services to their customers which also helps in customer
satisfaction(Fagerstrøm, Eriksson and Sigurdsson, 2020). The basic services required to be
provided to the customers in case of TESCO are Proving information of product, fair and honest
dealing with customers, attend them with polite nature and many more. While in ASDA and
Sainsbury, they also provide good customer services their customers which helps them to grow
in the market and create an competitive environment for TESCO.

Customer service provided by the company plays an important role in the success of an
organisation. But providing excellent services to the customers requires team work(Holmes and
Brewer, 2020). Helpful and dedicated team will make the organisation look good and organised
with discipline of work. Serving numerous customers in the store is impossible be one person it
needs a proper team with proper coordination to attend customers who visit store. When
customer get good response from the staff of stores the spread positive about company and love
to visit there on regular basis. Role of customer service in an organisation with team work. For
example by taking feedback from their customers, TESCO always focuses on improvement of
quality of an organisation which provides them more satisfied and loyal customers to the
organisation. Competitors of TESCO like Sainsbury's or ASDA also offers customer services
and various discount to attract customers but services offered by TESCO to their loyal customers
helps to stay those with them. There are various rules and procedures which are formulated for
smooth and discipline working of an organisation(Huang and Ha, 2020). The policies are
formulated by higher management to provide training to the employees of an organisation which
helps in providing satisfaction to the customers.
Different approaches to customer service across industries need different skills and knowledge
Basis Retail Industry Hospitality industry Telecommunication
Product or services
knowledge
In order to serve
information to the
customer it is essential
to have knowledge of
product. Retail
industry deals with
wide range of products
which requires high
knowledge to
understand each and
every product.
In this industry they
deal in both product
and services as they
offers foods and drinks
to their customers as
goods and an
experience of
relaxation which are
the services provided
by industry. It requires
knowledge of products
offered by
organisation.
They deals in
providing services to
their communication.
They are completely
based on experience of
the customer. It
requires knowledge of
plans and services
offered to the public.

Selling skills In order to sell
products and services
it requires high and
effective selling skills
in the staff members as
it is very easy to
switch to other product
in this industry.
As they need high
marketing method to
survive in the industry.
The staff need to be
friendly to their
customers to repeat the
visit of customers in
the company.
They does not need to
have that high selling
skills but requires an
efficient selling skills
in order to increase
customers for the
company.
Skills required In order communicate
with the customers the
staff members needs to
be polite in nature with
good communication
skills
In order to provide
good customer
services, staff must
have a good
communication skills.
There are several types
of problem incurred in
this industry. This
industry needs staff to
be calm, polite and
should possess
excellent
communication skills.
Interaction Interaction with
customers in retail
store are generally
face to face which
needs a pleasing
personality to attend
customers in an
organisation.
Interaction with
customers is face to
face and to provide it
needs have pleasing as
well as attractive
personality to attract
customers in the
organisation.
Interaction with
customers is generally
telephonic in this
interview which
requires effective and
excellent
communication skills.
P2 Ways in which customer service can meet the expectations and satisfaction of customers
There are various types of customers in an organization which can be classified
accordingly(Lim, 2020). Two types of customers of an organisation are discussed below:
Internal Customers: Internal customers are the customers which are part of an
organization. The employees or any other member of organization who purchases Products and

services from the organisation as they are part of the internal environment they are known as
internal customer.
External customers: All the buyers of products and services from the external
environment are considered as external customers of an organization these external customers
can be further classified in various common types of customers by organisations such as loyal
customers, quiet customers, need based customers and aggressive customer(Liyanaarachchi,
2020).
Customers are considered as god to any business and it is essential to fulfil needs,
demands, taste and preferences of customers in an organisation. For example TESCO is
established in various countries which have different languages, culture and needs. In order to
cater their services they need to understand the demands of customers which varies according to
location, families, age and gender of the customers. When customers gets response for their
needs and find that they are expectations are fulfilled by organisation by providing additional
help by offering discounts, offering additional product, etc. If the business not deal with such
complaints of customers they6 will loose them which will affect the profitability of a
business(Locander, White and Newman, 2020).
P3 Impact of legislation and regulation on customer services of TESCO
There are several benefits of building relations with customers in an organisation.
Customer provides more customers to the business. If TESCO will provide quality products and
services to their customers, they will share it with their friends and relatives which helps the
organisation to increase customers in the organisation. They get repeated business from the same
customer. As TESCO deals in retail products which are required to be purchased after a regular
interval, they need to those customers to come again and again in the store. If company focuses
on maintaining good and healthy relations with their customers it will help them gain trust and
confidence of their customer in the business. With a span of time all these helps the organisation
to enhance their reputation in the market. The enhancement of reputation in the market create a
brand image of the organisation which provides job satisfaction to the employees. Not only this
but by building healthy relations with the customers they helps to grow business which provides
job satisfaction to the employees(Mohammad and Rula, 2020). There are several legislations and
regulations which are required to be fulfilled by organisation in order to provide good customer
services to the organisation. Some of them are given below:

Consumer Protection – This legislation safeguards interest of consumers to buy any
goods and services. The measures of consumer protection are established by law and can vary
according to the country organisation operating in.
Health and Safety – health and safety is to be provided to workers as well as customers
of an organisation. According to this law, if any risk is associated with the process of working in
an organisation or using any product then it should be mentioned by owner earlier in order to
ensure safety of employees. In case of TESCO, organisation is responsible for any hazardous or
risky event during the working hours of organisation to their employees.
Data protection – Data protection refers to the protection of data which is collected by
organisation during different process. In TESCO, as they are large retail store they have so much
of private data of their customers which can be ill used by anyone(Rather, 2020). There are laws
of every country which states the regulation to protect that data to be misused by anyone.
TASK B
P4 Methods TESCO can use to improve customer services
There are various methods which can be used by TESCO to provide better services to their
customers such as:
 Provide Training – In order to provide better assistance to the customers, staff of
organisation must have a proper knowledge of products the company deals in. Company
needs to provide proper training to their employees so that they can perform their task in
efficient manner. Training also includes development of certain skills in employees of
organisation which are required to provide better services to the customer of an
organisation(Seify, Tabaeeian and Khoshfetrat, 2020).
 Improve work ethics – In order to be a good representative a person should see the
problems of customers with the resolutions to them. If employees of an organisation
works ethically they will attend the customers in efficient manner.
 Improve Customer Interaction – In order to improve customer interaction of
representative they need to identify common grounds with people they help in
organisation and also practice active listening. This will make customer feel heard and
connected to the organisation. The improvement of Customer interaction is a method
which helps to improve customer satisfaction and result in more profits in business.

 Record of Feedback of Customers – The representatives who are responsible to handle
customers should also find ways to have record of feedback of customers. It helps an
organisation to address complains and needs of customers. It will bring efficiency in the
operations of a business and provides maximum customer satisfaction. There are various
tools which can be used by company to collect feedback from employees. Feedbacks not
only provides reviews for products but also contains feedback for services provided by
representatives to the organisation(Sun, Gao and Rui, 2020). This method of collecting
feedback helps to bring improvement in customer services of organisation.
 Enhance customer service Strategy – There are various strategies which are used to
improve customer services of organisation. In order to improve customer services in the
organisation they need to be enhanced in timely manner.
P5 The importance for TESCO of providing excellent customer service and adhering to relevant
current legislation and regulations.
TESCO provides excellent customer service to their customers which helps them to attain
good position in the market and provides for various improvements in the organisation. They
monitor complaints of their customers to bring improvement in the operations of a business.
They also follows various legislations in order to ensure excellent customer services to their
customers. They monitor data collected from various sources and check the profiles of their
customers and define their type according the services provided to them. They also conduct
some research to get information about the organisation which is required to run business of
organisation in a smooth manner. There are various legislations which are applicable on TESCO
to be fulfilled by organisation such as consumer protection, equal opportunities, health and
safety, etc. following these legislations in the organisation helps TESCO to create a good and
positive image on the minds of customer which helps them to get more customers and increase
their profit(Yunus, Yunus and Anuar, 2020). They use to analyse response of various customers
which helps them to understand level of satisfaction the consumer gets from organisation, quality
of products offered by various stores and many more.
P6 Evaluation of the benefits of improving customer service performance from the perspective of
the business, the customer and the employee
There are certain benefits which a business organisation enjoys by improving customer
services for the success of business. It involves a process of collecting feedback from the

customers which contains number of complaints also. By addressing those complaints they
reduce the number of complaints of their customers from the organisation. The lower the number
of complaints will increase the number of customers in the organisation. It will results in increase
in profits. Increase in profits in the organisation results in growth and expansion of organisation.
This growth of organisation provides appreciation and growth to employees which provides them
job satisfaction and reduces turnover of employees. This helps the organisation to get motivated
employees which provides best services to their employees. When customer gets best services
from the organisation they get repeat business and loyal customers for the organisation(Yunus,
Yunus and Anuar, 2020). Taking example of TESCO it provides good customer service to their
customers which helps the organisation to expand their business over various countries. They
have numerous number of loyal customers of the organisation which provides repeat business to
the organisation. TESCO became a large organisation because of its services provided to their
customers which provides job satisfaction to their employees.
CONCLUSION
From all the above discussion it can be concluded that customer services are essential
part of any organisation. It helps an organisation in attaining maximum customer satisfaction.
There are various legislations and regulations which needs to be followed by organisation in
order to provide excellent customer services. These legislations are connected with health and
safety of the consumers. As a retail store TESCO needs to fulfil these legislation to attain
maximum customers satisfaction. This report helps to know various approaches for improvement
in customer services.

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