Report on Customer Service Practices and Improvements for Tesco PLC

This report provides an overview of customer service at Tesco PLC, a major retail store in the United Kingdom. It begins with an introduction to customer service and its importance, followed by an analysis of Tesco's current practices, including operational processes, supply chain management, and human resource strategies. The report highlights how Tesco utilizes technology and employee motivation to enhance customer experience. It then details the specific customer services offered, such as online and telephone support, and how these services align with Tesco's values of providing value for money and prioritizing customer needs. The report also offers recommendations for improvement, emphasizing the importance of personalized services through AI, efficient data management, and an improved store environment to enhance the customer experience. The conclusion summarizes the key findings and emphasizes the significance of customer service in the retail sector.

Customer Service

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
Practices That are Followed in Tesco PLC..................................................................................2
Recommendations to Improve Customer Services......................................................................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Customer service is known as the provision of facility or service before, during and after the
purchasing process. This can be considered as process of assistance and advice that is provided
by an organization to the people who buy their product and use them. The motive of this
processes to provide better satisfaction to the customer in order to make them loyal to the
organization. This report is providing brief of customer services of Tesco PLC Store in United
Kingdom. This is one of the largest grocery and retail store in UK. Tesco PLC was established
by Jack Cohan in year 1919 at Hackney, London, United Kingdom (Holtom and Burch, 2016). It
is operating on global scale with 6800 Tesco Stores Around the world. This report will be
providing assessment of current services which is based on personal experience. Later these
findings will be connected to different theories. The best practices that are followed in the Tesco
PLC Store will be explained in the report. Various recommendations also will be provided in the
report that can be used by the organization to improve their services in order to provide better
experience to their customers.
MAIN BODY
The main thing that can be observed in Tesco Store is related to the operational process
of the Tesco Store which are based on the service oriented. All the operations that are performed
in the Tesco Store are based on the providing best services to the customers. All the operations
are based on the future orientation of better customer base in target market. There are various
things are used by the Tesco PLC to provide better services to customers. The operation of the
company are highly focused on supply chain process of organization. The tangible services are
focused by company along with other services that can improve the customer experience in the
target market. There are different activities are performed by Tesco Employees to maintain the
provisions that are designed to improve customer service in Tesco Store. The infrastructure of
organization is focused on the cost and cash control in organization. By focusing on this assets
company will be able to provide service to customer with low cost with high effective quality.
Other thing that is considered by the company is Human Resource management. The people
from Human Resource department are highly focused with the performance of the employees
with in the store of the company to provide better experience (Jain and Kumar, 2020). For this
process HRM of Tesco uses Herzberg’s Motivational theory to keep their employees highly
motivated to provide services to employees. Company is also highly focused on the
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technological development in their stores to reduce the time consuming processes in the Tesco
Stores. There are different technological developments are used by organizations in their stores
to easy down their operations along with cost effectiveness. The stores are configured with
digital technology along with automation to reduce the complexity of inventory management.
This is also important for applying just in time approach in stores. This is how operations of
Tesco Stores are highly focused on the operations processes to provide better services to their
customers.
Practices That are Followed in Tesco PLC
There are different customer services are followed in Tesco PLC to offer better services to
customer from company end. These services are designed by senior management of the
organization. Tesco is providing customer services to its customer through both telephonic and
online process. The online process of Tesco PLC is available all the time. There are different
processes are used by organization to offer better services to their customer. Company is also
available on social media which is used by the company to make direct communication with the
customers. The telephone number of organization is provided on its products and online sites that
can be used by the people to make contact to the customer services of the organization. Some of
the main services that are provided to the customers are based on the mission and vision of Tesco
PLC which is Create value for money for the consumer in order to get better life time
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commitment towards them. The main Tesco PLC values are- Try harder to provide better
services to customers, Stay aware of the needs of customers (Li, Records and Behling, 2018).
Treat people in right way, full fill all the requirement of customers, take the responsibility of
Society and community, always act polite with customer, give respect to every body and share
better experience with customers. This is how values that are created by Tesco PLC are
encouraging their employees to behave good with customers in the store during providing
customer services.
There are different products are sold by Tesco PLC from its store and the main policy of
the organization is to provide best services to its customer by offering better product at low cost.
By following these values company is able to provide better experience to their customers. This
is not easy for organization to deal with all people in right manner but Tesco PLC is committed
to provide satisfactory services to its customers. Still there are some improvements can be made
in organization to improve their customer services in their stores. The services of the Tesco PLC
stores can be improved more by managing customer data in efficient manner. This information
of customer can be used by organization to design better measures of customer services I
organization. The Technologies like Artificial intelligence can be used in the Tesco Stores to
offer better personalised experience to customers. This technology can be used in the Tesco
Store in order to reduce the complexity of buying process of organization. The Ergonomic design
of the stores should be reconsidered in order to provide better experience to customers. All the
customers should be treated equally in organization to make them feel precious for organization.
By being polite to people of all age better impression can be created.
Recommendations to Improve Customer Services
There are different processes can be utilised by Tesco Stores to offer better services to people.
Some of improvements can be made in the processes of Tesco Stores to reduce the complications
in the buying process for customers. The most efficient way to improve customer is by offering
better personalised services to customers. This is possible with Artificial intelligence and
automation. The complaints of the customer should be considered in first manner to reduce the
burden on customer of faulty products. Better compensations should be provided to customers.
As per personal experience the customer treatment in Tesco Store was good but it can be more
improved by providing better environment in the store to attract people more efficiently
(Ramaswamy and Ozcan, 2019). All the customers can be made loyal by provide better buying
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experience in first purchase. The billing process should be much faster in order to provide quick
billing facility to the customers in first place. This is how various changes can be made in the
Tesco store to improve their customer services in order to retain their customer for longer time
period.
CONCLUSION
This Report is concluding importance of customer services I retail store to improve the
customer experience. On the basic of personal experience, environment of Tesco PLC has been
studied in this report. The effective customer services of Tesco also has been evaluated in this
report. Various recommendations also has been made in order to provide better services to their
customers.
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REFERENCES
Books and journals
Holtom, B.C. and Burch, T.C., 2016. A model of turnover-based disruption in customer
services. Human Resource Management Review. 26(1). pp.25-36.
Jain, V.K. and Kumar, S., 2020. Predictive Analysis of Emotions for Improving Customer
Services. In Natural Language Processing: Concepts, Methodologies, Tools, and
Applications (pp. 808-817). IGI Global.
Li, S., Records, H. and Behling, R., 2018. A COMPARISON OF INFORMATION
TECHNOLOGY MEDIATED CUSTOMER SERVICES BETWEEN THE US AND
CHINA. Issues in Information Systems. 19(1).
Ramaswamy, V. and Ozcan, K., 2019. Digitalized Interactive Platforms: Turning Goods and
Services into Retail Co-Creation Experiences. NIM Marketing Intelligence
Review. 11(1). pp.18-23.
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