Customer service plan

Published: Last Edited:

This essay has been submitted by a student. This is not an example of the work written by our professional essay writers.

1. Customer Service plan

Customer service is an integral part of our job. A big organizations most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers according to their needs they not only help us grow by continuing to do business with you and also making a friendly atmosphere in organization,The understanding and knowing of the customer needs is at the centre of every successful business. Tesco s aim to acquire new customers, improve retention or develop sales team efficiency, one theme is binding: understanding your customers is critical. Appreciating what your customer values enables you to optimize marketing, sales and service interactions across entire organizations, channels and geographies. In the response of the customer need Tesco uses SWOT and PEST analysis and SMART targets models to help you to identify your current market position, identify your customer's needs and plan

2. Understanding Your Customer's Needs

In the Tesco a part of making all customers feel welcomed, respected and valued, it is important to be aware that some customers may need extra care and attention like different kind of customers

  • Disable Customer
  • Customer from ethnic and minority groups
  • Old Customers

Young Customer

3. Customer objectives:

In Tesco Customer objectives are especially important in providing direction to the development of the promotional strategy section of the marketing plan. they specify result desired of customers in terms of behaviours and attitudes and should have the same characteristics and objectives. These objectives in measurable form and should be evaluated in relation to their accomplishment as a part of the monitoring and control system used in the plan.

1. Customer Needs Assessments

The assessment was designed for the use of the clients,using the careful observation of structured simple task and activities, functional needs assessments, evaluation of verbal communication, self care community skills.

2. Bench marking:

In Tesco benchmarking is the process of identifying best practice in relation to both products (including) and the processes by which those products are created and delivered. The objective of benchmarking is to understand and evaluate the current positionof a business or organisation in relation to "best practice" and to identify areas and means of performance improvement. Benchmarking helps explain the processes behind excellent performance.

  1. Understand in detail existing business processes
  2. Analyse the business processes of others
  3. Compare own business performance with that of others analysed
  4. Implement the steps necessary to close the performance gap

3. Customer complaints

Every business has to deal with situations in which things go wrong from a customer's point of view if you handle the complaint successfully, your customer is likely to prove more loyal than if nothing had gone wrong. People willing to complain are rare - your complaining customer may be alerting you to a problem experienced by many others who silently took their custom elsewhere Complaints should be handled courteously, sympathetically and - above all - swiftly. Make sure that your business has an established procedure for dealing with customer complaints and that it is known to all your employees Tesco's has got a customer service department to resolve all kind of complaints as soon as possible because they know that customer satisfaction and trust is the key of success. In the big stores of Tesco's they have got a customer service desk with staff who always listen the customer complaints politely and sympathetically. above all in Tesco management making customer service plan by collecting all information, complaints and their different kind of departments.

4. Critically Appraise a Customer service plan

Understanding and knowing the customer needs is at the centre of every business in Tesco we discuss that Tesco s aim is to acquire new customers, improve retention or develop sales team efficiency, also Tesco management using the SWOT, PEST and SMART analysis to improve their customers also they have a customer service desk if any customer had a complaint about their product they are treating our customer very politely and give the customer money back as a critically Tesco has an exceptionally good financial performance and efficiencies,tesco has a different value people as well natural environment.tesco design their products and stores to attract the customer also Tesco has the card scheme.