Comparative Analysis of Customer Service Strategies: HSDC vs TESCO

This report provides a comprehensive analysis of customer service strategies, comparing HSDC Holdings Plc, a financial services company, and TESCO, a retail giant. The report explores the products and services offered by both organizations and their development processes, examining their respective communication strategies, including advertising tools and how customer expectations are formed. It delves into the customer services provided, highlighting the differences in customer needs between the two sectors. The report also discusses the importance of organizational policies and procedures for consistent service delivery, suggesting improvements and outlining the impact of proposed changes. Furthermore, it covers internal and external requirements for change management, various ways to meet customer needs through written and verbal communication, and how behaviors and body language can enhance customer service. The analysis offers valuable insights into the diverse approaches to customer service within the banking and retail industries.

Introduction to Customer
Service

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Product and services offers by organizations and their development process.............................3
Communication strategies of the organizations for their customers and potential customers.....4
Advertisement tools and own experience to explain how expectations are form. ......................4
Customers services offered by the organizations .......................................................................5
Differences in customers needs in both organization.................................................................5
TASK 2............................................................................................................................................6
Importance of organizational polices and procedures to consistent services delivery............6
What kind of polices, practices and providers need to be considered the improvement in
service deliveries.........................................................................................................................6
The procedures to propose customer services improvement.......................................................6
What will happened after the suggestion of the improvement..................................................7
Internal and external needs to implement change management ................................................7
Ways to meet a needs of the customers thorough Written and verbal communication ..........7
How behaviours and body language can improve the customers services...............................8
CONCLUSION................................................................................................................................8
REFERENCESS..............................................................................................................................9

INTRODUCTION
A quality customer services build a good relationship between brand and customers. A
customer can only satisfied if they are getting services according to their expectation, thinking
the customer and promoting the positivity can be helpful to brand cretin friendly environment
and customers get attached.
This report will cover case study of HSDC Holdings Plc is a British multinational
investment and financial service holding company. This is one of the largest bank in Europe an
provide varieties of services to their customers like Corporate banking, Private banking, finance
etc.
This report will compare two organization HSDC Holdings Plc and TESCO supermarket
are from different Sectors. It will explain product needs services of both organization and
explaining how both develop with the time. Similarly, this report will describe their customer
services, advertisements techniques and customers expectations. Another part will cover the
FAQ where report will explain companies policy, procedures for improvements and customer
services improve. It will also include strategies to meet customers needs and how customers
behave.
TASK 1
Product and services offers by organizations and their development process.
Business is always run on the basses of buying and selling of the product. Without having
quality product and services companies cannot achieve success and satisfy their customer. Here
services and products offend by the HSDC Holdings Plc and TESCO plc.
HSDC Holdings Plc
HSDC Holdings Plc sell varieties of banking services to the customers, it includes
Corporate banking, Retail banking, Private banking, Wealth management , Credit card and also
provide the finance and insurance rt the people. Thorough this all services HSDC Holdings Plc
helps to satisfy their customers needs and demand.
TESCO Plc
TESCO largest organization in UK with the highest number of shares and sell varieties of
the product to their customers. TESCO come under the Retail industry, so they sell Grocery
product and also include the product categories like books, Petrol , Financial services, software

and internet services to satisfy their customers needs and their demand and take competitive
advantages.
Communication strategies of the organizations for their customers and potential customers
Communication between the brand and customers and most important part and
companies use promotion strategies to communicate with their customers and potential
customers, it helps to create good connection between the brand an customers and brand can
communicate with their potential customers. Here are communication strategies used by the
HSDC Holdings Plc and TESCO.
HSDC Holdings Plc
HSDC Holdings Plc use the TCV advertisement campaign to promote and communicate
with their customers, there is not expect costumers type for the banks so TV advertisement is the
best communication strategy for the HSDC Holdings Plc. They advertisement their products and
services to attract them and inform people about their product and services and how quality
services HSDC Holdings Plc provide to their customers. With that company also use some other
branding strategies like Newspaper, social media etc.
TESCO plc
TESCO plc mainly focus on the social media communication strategies because it is new
tried and more effective communication strategy that helps to promote their products and
services and create customers engagement. Social media allow them to communicate direct and
indirect way. Indirectly they communicate with the customers thorough their Campaign.
Company run campaign and aware people about their products and services and directly
thorough the feedback comments. TESCO have their social media team who handle their
accounts on the social media and reply to the feedback provided by the customers on their
accounts. It helps to create good relation between both customers and employees.
Advertisement tools and own experience to explain how expectations are form.
Marketing team of the both HSDC Holdings Plc and TECSO plays most important role
for them to aware people about their products and services and helps to meed their expectation.
Internet advertisement
Internet advertisement for the both HSDC Holdings Plc and TESCO provide them a
platform where company can create their campaign and new social media provide advance
technology that helps those trends to see how many people are connected with them and what are

their expectation. In my experience both organization can create good relation with their
customers using the Internet tools and target customers accordingly to their needs and demand.
To form the expectation companies create a attractive ads that show the best possible picture or
videos to view and attract customers.
Tv advertisement
Tv advertisement is the traditionalist ways to advertise products and it can also be used to
attract the large number of the customers. In my opinion Tv advertisement can only be best for
the HSDC Holdings Plc not for the TESCO because Tv advertisement is for each and every
customers and Banks does not have particular customers segment so i9t is beneficial for the
HSDC Holdings Plc to meet the customers expectation. On the other side TESCO target Custer
according to their customers interest and their age group so it is waste of money for the TESCO.
Customers services offered by the organizations
Both organizations provide various customers services to their customers. HSDC
Holdings Plc offers various banking services and mainly their products are services they -
provide to their customers. Their customers get the bank deposit services, insurance services,
financial services , investment services. While TESCO plc also provide similar services like
financial services and insurance services to their customers. On the Physical stores of the
TESCO, emplo0yes help their customers on their shopping, they also provide quality
customers services as well a related to the product inquiry and product related thing.
Differences in customers needs in both organization
Both organizations HSDC Holdings Plc and TESCO plc belong to the different sector
that makes difference in the expectation in the customers demand an their needs. HSDC
Holdings Plc mostly provide bank security services and customers come to deposit their money
so their funds can be safe and minting saving also provide them loan to the customers and
this what they want from the HSDC Holdings Plc. On the other side, Tesco customer's demand
of the grocery products and other product that can add value in their life. They pay for the
products they buy from the company and they demand of the best possible quality in
affordable price range.

TASK 2
Importance of organizational polices and procedures to consistent services delivery
Polices and proceeder are important part of the HSDC Holdings Plc because polices
they are providing are related to the funds so polices will provide clear picture to the
customers that what kind of services they will get and what are conduction of the HSDC
Holdings Plc. Polices define what kind of services customers will get how all the procurers
will run top deliver banking services (Parvinen and et.al., 2017).
What kind of polices, practices and providers need to be considered the improvement in
service deliveries.
Their are various polices and providers that can be followed by the HSDC Holdings
Plc for the improvement in their service delivery. Polices that can be developed by the bank
can be related to empowering the employees. Polices related to the employees empowering
can provide rights to the employees get better trainings and their rights within the HSDC
Holdings Plc so they will be more confident and provide betters services to their customers,
New procurers and information technology will help-s the HSDC Holdings Plc to
provide quality services to the customers. HSDC Holdings Plc can implement new trending
technology like internet banking, mobile banking so customers will able to operating their
account from their home.
The procedures to propose customer services improvement
Company can improve the customer services b y following the prop[er pro0ciders.
It6 is necessary for the company top understand that what their customers want and the
problems they are facing with the services provided by the HSDC Holdings Plc (Cui, and et.al.,
2017).
Appoint customer services provider- HSDC Holdings Plc can recruit the cu8sstmers
services providers who only look for the inquiry of the customers and provide them bank
related solutions.
Provide help in real time- HSDC Holdings Plc can provide the help to the customers
intently . Most of the times people have to wait for the hours to get their chances. They should
look for the fast services.
Communicate with the customers - communication is most important part and without
communicating with the customers employees of the HSDC Holdings Plc cannot satisfy the

customers or improve their services. Personal integration will helps them to improve the
services and employees will able to develop good relationship with their cust6mers.
What will happened after the suggestion of the improvement
After the suggestion, it is necessary for the HSDC Holdings Plc to look and investing
that their bank services have been improved or not. Bank manager is the responsible person
who0 will look for the improvement has been established within the wo0rkpalce of HSDC
Holdings Plc or not (DA., 2018). If not then its the responsibility to give their feedback for
the improvement and the suggestion can be used in their full potential.
Bank manger of the HSDC Holdings Plc will be responsible for the inspection because,
manager is the higher authority within the banks and they have to give all information to the
highest level of the HSDC Holdings Plc. So manager will investigate and look if suggestion
are properly implemented on the workplace of HSDC Holdings Plc or not.
Internal and external needs to implement change management
Change of one of the most important part that help companies to improve their services
and productivity and make them more effective.
Internal requirements can include the times, resources, support of the employees and
leadership. It will help the HSDC Holdings Plc to implement the change effectively within their
workplace and HSDC Holdings Plc will able to take competitive advantages.
External requirements - External requirements can include the Money , investors and
support of the external stakeholder (Clinehens., 2019). Without having money HSDC
Holdings Plc cannot thing of implementing the new changes and support of the external
investors is also plays most important role.
Ways to meet a needs of the customers thorough Written and verbal communication
Communication plays most important role to provide better customers services and
HSDC Holdings Plc employees should have knowledge of both verbal and written
communication knowledge so they can helps customers to solve their quarries.
Verbal communication - verbal communication n will helps to create good customers
between the employees of the HSDC Holdings Plc and customers. Without verbal
communication trust can not be solves .
Written communication- written communication is also most important part of the
HSDC Holdings Plc because it is an banking body and customers can demand for their bank

statements so they can knowledgable about their balance and other inquiries. Most of the work
within the banks are done on the written basses so employees o0f the HSDC Holdings Plc
can provide information in the written and smile language so employees can understand the
information.
How behaviours and body language can improve the customers services
In a Banking industry employees have to strictly follow the some rules like batter
dressings, body language to impress the customers and so they can look professional and
good behaviours to gain the trust of the customers. It can helps the customers to get quality
services in the professional ways (Pellathy., Mollenkopf, and Stank., 2018). It is necessary for
the employees of the HSDC Holdings Plc to behave good with the customers and they should
have good body language to create good impression .
CONCLUSION
As per the report has been compare two organization HSDC Holdings Plc and TESCO
supermarket are from different Sectors. It has been explained product needs services of both
organization and explaining how both develop with the time. Similarly, this report has been
described their customer services, advertisements techniques and customers expectations.
Another part has been covered the FAQ where report has been explained companies policy,
procedures for improvements and customer services improve. It also has been include strategies
to meet customers needs and how customers behave.

REFERENCESS
Books and journal
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DA, L. H., 2018. Customer Service 101: An Introduction for Medical Practice Employees. The
Journal of Medical Practice Management: MPM.34(3). pp.156-160.
Clinehens, J. L., 2019. CX that sings: An introduction to customer journey mapping. Jennifer
Clinehens.
Pellathy, D. A., In, J., Mollenkopf, D. A. and Stank, T. P., 2018. Middle-range theorizing on
logistics customer service. International Journal of Physical Distribution & Logistics
Management.
Daugherty, P. J., Bolumole, Y. and Grawe, S. J., 2019. The new age of customer
impatience. International Journal of Physical Distribution & Logistics Management.
Følstad, A., Nordheim, C. B. and Bjørkli, C. A., 2018, October. What makes users trust a chatbot
for customer service? An exploratory interview study. In International conference on
internet science (pp. 194-208). Springer. Cham.