The Role of Sales and Service

“Customer service is not a department; it is an attitude. The concept of ‘service’ and ‘care’ can be difficult to explain in tangible terms. And yet in every service encounter there are tangibles – before, during and after the exchange between both parties – which affect how customers judge the quality of service that is being provided” (Wellington, 2010)
Tesco communicates with their customers in various different ways. This is important as it’s important the supermarket chain build trustworthy relationships with its consumers to ensure they continue to shop at the stores and recommend friends and family to shop there as well. A good quote to back this theory up is “Merely satisfying customers will not be enough to earn their loyalty. Instead, they must experience exceptional service worthy of their repeat business and referral. Understand the factors that drive this customer revolution. ~ Rick Tate” (Walter, 2014). Some methods of communication include:
  * Instore – this could involve Tesco workers asking various groups of customers a selection of questions about their shopping experience or simply asking if they need any help.
  * Social Media – this is where most of the interaction occurs and this is because in today’s society most people are signed up to some form of social media (Facebook, Twitter and Instagram). Tesco can target large audiences and build a huge audience so followers can keep up to date with Tesco’s latest plans and activities.
  * Tesco Clubcard – this card helps the business gather insightful data on all their consumers who sign up for one, this makes communicating with them much easier as customer trends and tendencies can be used as a form of reaching out to the consumers.
  * Promotions are sent via email (weekly) and postal statements (quarterly) and an instore magazine are often handed out to visiting customers.
Above average customer service is given during all 3 stages of purchasing any product, Tesco manages this...