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Introduction to the assignment In this assignment I have to write a report that clearly shows that I have investigated the customer service practices of an organisation and commented on how the organisation could improve its customer service. The organisation that I have decided to do my assignment on is Sainsbury (J-Sainsbury Plc). Introduction to the company J Sainsbury plc is a leading UK and US food retailer with interests in financial services and property. The group comprises Sainsbury's Supermarkets and Sainsbury's Bank in the UK and Shaw's Supermarkets in the US. Group turnover in 2003 was £18.2 billion; underlying earning per share was 21.5 pence. Sainsbury's Supermarkets was established in 1869 by John James and Mary Ann Sainsbury and is Britain's longest-standing major food retailing chain. The founders' principles and values guide them strongly today as they did at the outset - to be the customer's first choice for food shopping by providing high-quality...

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