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In this assignment I will examine how effective customer service contributes to business success. As well as that I will inspect the methods used to improve customer service in business. Customer service refers to the way that companies behave towards their customers, for example how well they treat them. Without customers, there is no business. This is very important for an organisation’s success that their customers’ needs, and expectations are met. Customer service involves identifying customer needs to satisfy or fulfil them, providing useful information and appropriate advice. This involves all contact with the customer, face-to-face, or indirect contact, for example dealing with complaints. This may include: providing information, giving advice and assistance, deal with returns, refunds and exchanges, making sure that the product range is available, providing after sale service but most importantly deal with complaints and many more. There are many types of customer service, one could be ‘face-to-face’ when the customer receives service in front of a member of staff, an example could be a waiter. Another type of customer service could be ‘remote customer service’ this is when a business offers customers service by phone or online. I will be analysing the customer service delivery in Tesco (retail shop/ biggest supermarket brand) and NHS (public sector/ non-profit organisation).
Tesco is a multinational grocery and one of the biggest supermarket brands, which carries out in 12 countries across Asia and Europe with their market leader in the United Kingdom. They have many useful areas with Tesco such as Human Resources (HR), Finance, Marketing, Production, Administration and most importantly Customer Service which I will focusing on this assignment. Also, there are many different roles of customer service found in Tesco such as a receptionist which responds to queries, taking payments, dealing with customer complaints and problems. Secondly, they can a customer assistant which asks questions, helps customers when help is needed. They also have a checkout operator which they provided smooth transactions for goods and services. For online shopping Tesco have a customer delivery driver, which they deliver good to customers home on time and help them load goods in. If any enquires are need customers may call up to the call centre and they answer calls, emails and web chat, deal with complaints, or with problem like transaction or delivery. They have strengthened the foundation of the UK business and are well placed to continue making they’re offer even more competitive for customers with sharper prices, improved quality, stronger ranges and better service.
The NHS (National Health Service) is an none-profit in the United Kingdom which offers health services for any ages. It is a publicly funded national healthcare system for England and one of the four National Health Service for each constituent country of the United Kingdom. It is the largest single-payer healthcare system in the world.