We have organised customer question times at stores to create an informal way of talking to customers and understanding their views. Last year we held 115 customer question times where we met nearly 9,000 customers. Talking to customers and finding out what they expect from Tesco is vital to the continued growth of the business.
Gareth Allmark, Customer Assistant, Walkden, Manchester
First Class Service is the training initiative which encourages our people to see themselves as ambassadors of the company. It also encourages staff to use their own ideas to serve their customers in the manner in which they would like to be served themselves. This service enables us to build a good working relationship with our staff, as well as ensuring customers' queries are dealt with speedily.
Our continued commitment to service is evident from all our initiatives. In 1995, we led the market by reducing checkout queues through One-in-Front. This year we introduced 5,000 Customer Assistants, new staff dedicated solely to helping customers at every point in their shopping trip. From picking up products to packing bags and loading cars, Customer Assistants are there to help our customers enjoy their shopping at Tesco. We have designed blue waistcoats for Customer Assistants to wear as part of their uniform. This makes them easily recognised in our stores with customers reassured of the extra service available to them.
This year, we established the Tesco Customer Service Centre in Dundee. The 200-strong team handles over 35,000 calls a week, as well as answering all other forms of correspondence including letters, faxes and e-mail enquiries. Tesco Direct also operates from this site, co-ordinating the sending of flowers, wine and hampers to thousands of customers all over the UK. Our home shopping trial, which can also be used via the Internet, uses the Centre to process orders.
Nick Lansley, Senior Systems Engineer,
Computer Development, Head Office
Additional Information
Directors' report
Financial review