The complaint process and increase the quality
Customer can contact by using the online feedback form, by telephone, e-mail, letter or in person. Then Tesco will aim to send an acknowledgement letter within two working days of receipt and Tesco will tell the name of the officer who is dealing with the complaint. They will receive a written response to the complaint within ten working days. Tesco will apologise and where appropriate include an explanation of what went wrong and what we have done to put things right. Sometimes because of the need to contact several service areas or other organisations, the complaint may take longer to investigate.
In these cases the customer will receive an interim reply within ten working days explaining what has happened so far and the date a full response can be expected usually within 20 working days. Tesco will use the outcome of complaints and any remedial action as a positive method of monitoring our performance and continual improvement of our services Stage 2 – Referral to the Chief Executive If the customer is not happy with Tesco’s response, then they have the right of referral to the Chief Executive and/or customer’s ward councillor outlining why the customer is still dissatisfied.
(See: Swindon Councillors
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The Ombudsman will not investigate decisions that individuals simply do not like. The Ombudsman will not usually consider a complaint until the Council has had a chance to resolve the matter through its own Complaints Procedure. There are several changes Tesco to the customer service procedure to improve it. Tesco could for example get the process done quicker in order to satisfy the customers which is important. Tesco could also cut some part of the procedure to make the procedure. Tesco could take more care in dealing with the complaints so that they don’t make any mistakes.
The staffs who deal with complaints to be trained so they can cope with various types of complaints even the violent more difficult complaints. Staffs also need to be trained on having the full or most knowledge on what the customer is asking. These training could be on-the job training or off-the job training as they need the extra skills to be able to cope with customer’s complaints. On-the job training This type of training is where they learn while they are performing the job, so you still contribute to production while training. However, on-the job training has advantages and disadvantages.
One advantage of on-the job training is that the worker is still contributing to production while they are being trained. However, a disadvantage is that on-the job training is not cheap as Tesco has to pay extra wages to the trainee who is training them. Another advantage is that on-the job traing is real life experience of how the job is going to be. However, a disadvantage is that if the trainer makes a mistake it would be very costly as Tesco may even loose customers. Off-the job training This type of training is done while away from the work place.
One advantage is that if the trainee makes a mistake it would not be as costly as if they worked at the work place. However, a disadvantage is that there is no real life experience so the trainee would not know how it will feel like if they were at a real situation. Another advantage is that it is still quite expensive as Tesco would need to pay the staff’s wages who trains them and also find a suitable place to train them. Tesco gets customer loyalty mainly from increasing customer satisfaction, only if the customers are happy they would return to Tesco.
Also by using methods such as loyalty cards they can attract the loyalty of customers by having rewards for certain amount of things the customer buys at Tesco. Tesco offer various types of discounts such as buy one get one free, 50% off, or even discounts such as if the customer buys certain amount at Tesco, then customer get discounts for their next shopping at Tesco. The good thing about Tesco’s current practices and procedures is that current practices and procedures satisfy the customer which is very important.
Another good thing about this procedure is that Tesco has a quality control, so that’s where they check how the products are for example, if they are broken or damaged or if they are up to their expectation. This is important as Tesco can access fully as possible as if the product is in best condition when selling to the customers. However, some bad things about Tesco’s current practices and procedures are that they take a long time to go through so customers may have to wait long for a reply.
Also the procedure might not have high quality as they are trying to speed up the process so the quality of service Tesco provide might decrease. There are several changes or improvements Tesco could do, they could for example cut down some stages of the complaint process and increase the quality. This is increase customer satisfaction as their needs are met and their complaints are dealt with quickly. If everything stays the same then Tesco will be continually going at the same pace as it is going and may have the chance of losing customers as the current service take too long in dealing with complaints.