Customer Care Assignment-122385

Introduction

  • šFor my customer care assignment that is worth forty per cent.
  • šAs part of my Customer Care assignment, we were required to visit three stores as a mystery shopper.
  • šTwo were handed to us, while the third we chose a store in our local area.
  • šThe two stores that I was handed were Kilkenny shop and Dubray book store.
  • šThe store that’s in my local area and that I chose was Tesco Express.
  • šMy job is to examine the performances of the businesses, for example how they would deal with an angry or dissatisfied customer and also examine their Layout of their store, signage, presentation, promotions, health and safety, cleanliness.

Kilkenny Shop

  • šThe Kilkenny shop is an Irish owned company that specialises in clothing for men and women plus crafts and jewellery in shop promoting sleek, modern Irish design.
  • šKilkenny shop`s target market would be older men and women.
  • šKilkenny shop shares two common passions – promoting Irish design and delivering exceptional customer service.
  • šFor over five decades, the Kilkenny Group has been the country’s leading promoter of Irish craft and design, showcasing the best of Irish talent and offering our customers a contemporary take on traditional Irish crafts.
  • šKilkenny shop provides you with stylish season fashion to handmade jewellery, dazzling crystal and hand-thrown pottery to contemporary interior design, you can be sure to find some wonderful Irish and internationally designed products to suit your needs at the Kilkenny Shop.

The offline shopping is preferable for Irish customers rather than online shopping.  As it is evident from this survey, the customers of Kilkenny prefers to shop offline.

  • šThere are currently eleven Kilkenny Shops located across Ireland.
  • šThe Kilkenny store in Galway city is located at High street in Eyre square Kilkenny shop`s target market is mainly older men and women.
  • šThe layout of Kilkenny store is nice in my opinion because I found it very easy to find items, but a disadvantage about the store was that there’s not a lot of space given to the store in Galway. Which can make some customers turn around and leave the store.
  • šSignage at the Kilkenny shop is suitable for the store in my opinion The types of store promotions that Kilkenny Shop has to offer are the following free delivery, gift cards, loyalty cards and discounts. Kilkenny shop has a fire exit drill and fire exit doors.
  • Dubray books

  • šDubray book store is an Irish owned company, that has been is one of Ireland’s leading independent booksellers.
  • šDubray Books began as a single shop in the seaside town of Bray in Co. Wicklow, just outside Dublin
  • šThere are eight Dubray book stores in Ireland, five in Dublin, one in Wicklow, one in Galway and one in Kilkenny.
  • šDubray bookstore has a wide variety of books to choose from, like for example children books, fictional books, sport books and many more.
  • šDubray bookstore`s target market would people that like to read or enjoy reading.
  • šThe layout of Dubray book store is very good in my opinion. They have two floors in the book store in Galway.
  • šUpstairs the books are mainly for children and teenagers, while downstairs is where biography’s and adult humor books are.
  • šThere is a lack of signs in the book store, which in my opinion isn’t so good, and should be improved on.
  • šThe different types of store promotions or customer services that Dubray book store has to offer are the following, gift cards, club cards, discounts and coupons.
  • š Dubray book store has a fire exit drill and also fire exit doors. Their store is very neat and tidy also it’s clean. Which is a good thing for them or else people wouldn’t get their books here.  The book store is very clean and tidy, which is great in my opinion. How Dubray book store deals with angry or dissatisfied customers is by understanding why the customer is upset before providing them with a solution. Another way would be to meet with their demands by offering them a replacement or refund.
  • šThis survey is performed according to the customer ratings for book shops in Ireland. Other books companies rating is provided in an average format.

Tesco Express

  • šTesco Express stores are neighbourhood convenience shops, stocking mainly food with an emphasis on higher-margin products (due to small store size, and the necessity to maximize revenue per square foot) alongside everyday essentials.
  • šThey are found in busy city centre districts, small shopping precincts in residential areas. In Galway city there are two Tesco express store.
  • šThe layout of Tesco express is very good. I found it very easy to find different items, also employees are very helpful and they would assist you when looking for a product.
  • šTheir use of signs are very good in the store. Bright and colourful posters are around the store that would help you.
  • šThe different types of store promotions/ customer services that Tesco express has to offer are the following self-checking, coupons, vouchers, loyalty cards, discounts and free delivery.

Tesco Express

  • šBased on a survey regarding retailer’s customers who do more that 50% shopping being loyal to a retailer.

  • šTesco Express has a fire exit drill and also two fire exit doors.
  • šTheir store is very neat and tidy also it’s clean, If it wasn’t it would be hard to find items when shopping.
  • šHow Tesco Express deals with angry or dissatisfied customers is by listening to their problem, try to understand where the customer is coming from and how to solve it.
  • šTesco Express would offer the customer a replacement or refund if necessary.
  • šTesco Express stores are neighbourhood convenience shops, so customer’s problems would mean a lot to them.

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