First Class Service, the Tesco training initiative which encourages staff to use their own ideas and common sense to find even better ways of serving customers, has proved a great success with shoppers and staff alike. The key to its success is self-motivation and the aim is to encourage staff to feel they can never do enough to help our customers. One example of First Class Service in action was when customer Lisa Irvine from Bedford, eight months pregnant, felt unwell on her weekly Tesco shopping trip. Staff members, Vicky Emmerson and Sarah Livingstone, came to her assistance. While Lisa recovered in the cafeteria, they packed her purchases and made sure she got home safely. First Class Service has now been extended to other parts of Tesco with the aim of ensuring that staff in head office and distribution are focused on customer needs.