Customer Service - Coursework Example

Service - M Table of Contents Table of Contents 2 Introduction 3 Understanding the Legal and Organisational Requirements for Managing Customer Services 3 Understanding Customer Service Standards 5 Monitoring Customer Services Performances 6 Conclusion 7 Introduction Tesco Plc is regarded as one of the leading brands operating in the global platform. The company is improving its performances and increasing its sales by creating trust along with transparency in its operations. The company through its constantly increasing profitability and improved customers service is striving to attain a greater competitive edge in order to meet the changing needs of the varied customers. It is observed from the profit earnings that the success of Tesco depends upon the aspect of meeting the levels of services, choices, as well as experiences of the customers. It is vital for Tesco to build trust amid customers regarding prices and its stability to attain increased competitiveness. Tesco in order to meet its standards has undertaken initiatives to create immense value for its customers as well as shareholders through leveraging its experiences. The vision of Tesco is “to offer simple, transparent, and convenient products which reward its customers’ loyalty and strengthen their bond with the business” (Tesco Plc, 2014). Tesco complies with requisite legal aspects and best business practices to meet its customer demand for securing increased profit. The aim of Tesco is to provide best services to every customer in order to enhance customer loyalty towards the brand. The objective of the study is to understand the importance of legal aspects, customer service standards, and performances relevant to Tesco and its customers. Understanding the Legal and Organisational Requirements for Managing Customer Services Customers are bestowed with numerous rights and protections in order to get the best results and prevent offensive practices within the business. Tesco understands the legal rights of consumers and hence provides proper information about its products to them. Moreover, to ensure effective management of the customer services, Tesco provides helpline numbers and customer helpdesk and resolve their queries and complaints. From the perspective of organisational requirements, it is important for Tesco to provide a better shopping experience and deliver a proper after sales services for encouraging customers engage in repeated sales. Customer satisfaction is the key to success and hence it is important to understand and track their changing needs. Ensuring ethical operation and knowing customers are essential for business to sustain in the long-run. Every company needs to follow certain rules and legislation, along with external regulations to manage customers in a fair and efficient manner. It is observed that complying with legal aspects enhance the quality of services. Tesco in order to achieve these objectives closely follows laws and rules prescribed by the different law making bodies and agencies for the effectiveness of business (Naeem, 2013). The organisation’s commitment towards its customer helps in strengthening its market share and customer base. Customers are the most important element of any business and delivering them with value added services is what Tesco commits. The best practices followed within Tesco helps in creating organisational commitment. The customer satisfaction and service quality largely depends upon its ability to improve its service standards continuously. The commitment of Tesco can be identified through its sales and the market trend, as it intends to provide best value to its customer at reasonable price (Ma & Ding, 2010). The objective is to serve its customer efficiently by delivering value added services. Quality customer services and customer satisfaction depend upon organisational commitment towards its products and employees. There are various other factors regarding customer services and consumer rights, which depend upon the responsibilities of the managers. It is vital for the managers to understand their employees and build a strong customer relation. Recruiting right staff members for delivering superior customer service and taking feedbacks from them for better future are considered as a few major responsibilities of the managers. It is vital for the HR professionals to acquire a pool of talented employees to deliver quality and valuable services to customers. This will help to increase customer footfall and loyalty towards the brand (Ma & Ding, 2010). Understanding Customer Service Standards With the changing environment and the continuous advancement in technologies, the needs and preferences of customers are altering rapidly. Multichannel is being used by Tesco Plc to meet the needs and acquire increased market share by adhering to the organisational standards. Customer service is altering rapidly, as the consumers today seek for better quality product with high quality services along with value for the money invested by them. The standards of customers have changed and so have their expectations for service quality. In this context, it is significant for the HR managers to provide value to employees to promote better customer services along with after sales service for greater sustainability. Providing online facilities with quality product is not the only requirement, but value for money is also important. Customer service standards intend to provide material on time and accuracy. The service standards depend on several aspects such as the management, employees and many more. The customer standard of Tesco is high in a sense that it firmly considers aspects important for customer service, which includes ownership, visibility, and commitment. The purpose of customer service standard is to increase the sustainability of the company in the long run by providing value added services. The set of standards help in creating value and strong customer relation to understand the changing needs (Ministry of Community and Social Services, 2009). As a part of the service standard, it is vital for the organisation to understand the customer and value their needs. Listening to the customer complaints and taking feedbacks is a critical way to enhance the effectiveness and increase the sales of Tesco. E-service quality established by Tesco is one such aspect, which helps in providing improved customer service. These standards of taking feedbacks assist in delivering quality service, as the company is now able to realise the needs and preferences of the customers. Moreover, Tesco has increased its visibility by introducing forums, which has further enhanced the customer service and relationship. The issue of poor service and faulty products can be reduced through the help of policies and standards. The information derived through these standards helps Tesco in meeting the required level of customer service effectively by creating customer satisfaction and loyalty (Ministry of Community and Social Services, 2009). Monitoring Customer Services Performances Effective customer services helps in understanding customer needs and shaping policies for optimising the sales. The services offered to customers can be measured with the assistance of various aspects such as using feedbacks and online forums. Monitoring the customer service leads to the sustainability of the organisation. It depends upon the accuracy, appropriateness, and timeliness of the service. A good customer service with set standards delivers an increased level of satisfaction to the customers and helps Tesco in gaining a huge market share worldwide. Monitoring customer standards helps Tesco in addressing the changing needs and aspects. Web is considered as an important monitoring method for greater customer service performances. Meeting the needs of customer on a regular and timely basis is the major attribute of customer service. Moreover, providing value to customer by sharing information, after sales service and addressing queries are the major aspects of monitoring customer services. Feedback is essential for the success of the business. It is an effort by the company to understand the needs of the customers and their psychology to meet the changing demands. This will help in increasing customer loyalty and sustainability in the long-run. Tesco through its quality services and regular feedback from its customers is trying to meet the customer demands and seek brand loyalty. All these aspects are vital for saving money and gaining sustainability (Ministry of Community and Social Services, 2009). Conclusion From the above discussion, it can be comprehended that customer service is important for the success of the business and its sustainability. Tesco Plc has a huge profit base and stores located throughout the world, hence providing valued services are vital for its success. Understanding the needs of customer and their changing demands is the key to success for Tesco plc. In addition, customers are the main stakeholders and the best practices within the business helps in initiating success. References Ma, Y. & Ding, J., 2010. Delivering Customer Value Based on Service Process: The Example of Tesco.com. International Business Research, Vol. 3, No. 2, pp. 131-135. Ministry of Community and Social Services, 2009. Accessibility Standard for Customer Service. Employer Handbook. [Online] Available at: http://www.mcss.gov.on.ca/documents/en/mcss/accessibility/Tools/AO_EmployerHandbook.pdf [Accessed February 02, 2015]. Naeem, A., 2013. Impact of Employee Empowerment, Job Satisfaction, and Organization Commitment on Customer Satisfaction. International Journal of Modern Business Issues of Global Market (IJMBIGM), pp. 28-38. Tesco Plc, 2014. Annual Report and Financial Statements 2014. Tesco. [Online] Available at: http://www.tescoplc.com/files/pdf/reports/ar14/download_annual_report.pdf [Accessed February 02, 2015]. Read More