Customer Service Approaches and Impact on Business Success

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.