BUSINESS

Evaluation of Current Customer Service Activities of KFC

Abstract

This research report is based on highlighting the effectiveness of customer service activities in development and success of an organisation. The customer satisfaction plays an active role in measuring the quality of service system that an organisation is providing to its customers. The quality of products and services can be measured with the help of research and development department of an organisation. Customer service activities are based on sales promotion, marketing and advertising techniques along with availability and access to the products and services. Tesco PLC has been used in this research report for evaluating the effectiveness of its customer service activities.

Table of Contents

Introduction3

Tesco PLC4

Discussion4

Customer support4

Importance of customer service in an organisation5

Route to sustainable competitive advantage5

Importance of people in service encounters6

Optimum design of “Service System”6

Tool for measuring customer service satisfaction level7

Conclusion8

References10

Evaluation of Current Customer Service Activities of KFC

Introduction

Services that are designed for providing satisfaction to the customers are commonly known as customer services. It is a series of activities that are planned to improve the satisfaction level of the customers and it makes the service provider feel that this particular product of service is helping the customers in fulfilling their expectations. The significance of customer service can fluctuate with respect to product or service, customer and industry. Employees play an active role in bringing improvement in customer services as they are the ones who are directly involved in the delivering services. It is customer services that play an active role in the generation of revenue and reputation for the company. If an organisation wants to get successful in its business operations then it should try to improve its customer services as all the business operations revolve around it.

The perception of the customer towards an organisation can be changed with the help of effective customer service activities. Customers are attracted to those organisations that offer attractive customer services. Customer service can be beneficial for an organisation in improving the customer satisfaction or in other words customer satisfaction is directly related to customer service and it can serve as a Key Performance Indicator (KPI) for an organisation.

Customer service is significant for an organisation as it helps in maintaining effective connection among the customers. Research and development activities that are taken up by the organisations are also part of customer service activities as it helps and organisation in managing the product and service quality that is expected by the customers.

I have selected Tesco PLC for evaluation of its current customer service activities.

Tesco PLC

Tesco PLC is a British multinational general and grocery merchandising retailer that is headquartered in Chestnut, UK. It is the 3rd largest retailing company in the entire world according to income and the 2nd largest as compared to profits with other retailing merchandisers. Tesco is having stores in 14 countries all over Europe, North America and Asia and it is still looking for expansion opportunities. It is currently market leader in UK, Republic of Ireland, Thailand and ...