Tesco Customer Service
Table of Contents
Acknowledgement
Chapter 1 1. Introduction and Background to the study 1 - 2 2. Reasons to chosen the topic 2 - 3 3. Research Aims / Objectives 3 4. Importance of the study 4 5. Scope of the study 4 - 5 6. Limitation of the study 5 7. Structure of the study 6
Chapter 2
Literature Review
2.1 Introduction 7 - 9
2.2 What is Customer Service 9 - 10
2.3 What does customer care really mean 10 - 15
2.4 Why Service excellence is important 15 - 17
2.5 Who really deliverers Customer Service 17
2.6 Why trust is important 17 - 18
2.7 Why do we measure customer satisfaction 18
2.8 Supermarkets and the customer service within the supermarkets 18 - 21
2.9 Tesco’s strategy to motivate their employees to offer excellent Customer service to their customers 22
2.10 Tips for good customer service 23 - 26
Chapter 3
Methodology
3.1 Introduction 27
3.2 Purpose of the study 27
3.3 Research Instrument 27 - 28
3.4 Research Approach 28
3.5 Data collection 29
Chapter 4
Findings and analysis of data
4.1 Introduction 30
4.2 Tesco and it’s rapid successes 30 - 36
4.3 Findings and analysis of preliminary data 36 - 37
4.3.1 Presentation and analysis of customers’ preliminary data 37
4.3.2 Customers’ shopping pattern 37 - 39
4.3.3 Customers’ view towards the Tesco organisation 39 - 44
4.3.4 Personal characteristics of customers 44 - 46
4.4 Presentation and analysis of manager’s preliminary data 47
4.4.1 Managers views towards staff and their performance 47 - 48
4.4.2 Managers’ Personal Characteristics 48
4.5 Presentation and analysis of staff’s preliminary data 48 - 50
4.5.1 Staff’s Pesonal Chracteristics 50
Chapter 5
Summary, Recommendations and Conclusions
5.1 Introduction 51
5.2 Summary 51 – 52
5.3 Recommendations 52 – 55
Acknowledgement
Chapter 1 1. Introduction and Background to the study 1 - 2 2. Reasons to chosen the topic 2 - 3 3. Research Aims / Objectives 3 4. Importance of the study 4 5. Scope of the study 4 - 5 6. Limitation of the study 5 7. Structure of the study 6
Chapter 2
Literature Review
2.1 Introduction 7 - 9
2.2 What is Customer Service 9 - 10
2.3 What does customer care really mean 10 - 15
2.4 Why Service excellence is important 15 - 17
2.5 Who really deliverers Customer Service 17
2.6 Why trust is important 17 - 18
2.7 Why do we measure customer satisfaction 18
2.8 Supermarkets and the customer service within the supermarkets 18 - 21
2.9 Tesco’s strategy to motivate their employees to offer excellent Customer service to their customers 22
2.10 Tips for good customer service 23 - 26
Chapter 3
Methodology
3.1 Introduction 27
3.2 Purpose of the study 27
3.3 Research Instrument 27 - 28
3.4 Research Approach 28
3.5 Data collection 29
Chapter 4
Findings and analysis of data
4.1 Introduction 30
4.2 Tesco and it’s rapid successes 30 - 36
4.3 Findings and analysis of preliminary data 36 - 37
4.3.1 Presentation and analysis of customers’ preliminary data 37
4.3.2 Customers’ shopping pattern 37 - 39
4.3.3 Customers’ view towards the Tesco organisation 39 - 44
4.3.4 Personal characteristics of customers 44 - 46
4.4 Presentation and analysis of manager’s preliminary data 47
4.4.1 Managers views towards staff and their performance 47 - 48
4.4.2 Managers’ Personal Characteristics 48
4.5 Presentation and analysis of staff’s preliminary data 48 - 50
4.5.1 Staff’s Pesonal Chracteristics 50
Chapter 5
Summary, Recommendations and Conclusions
5.1 Introduction 51
5.2 Summary 51 – 52
5.3 Recommendations 52 – 55
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