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Produce a case study comparing two business organisations, investigating the extent to which each has developed an effective customer service programme, and evaluating the effect of those programmes on customer satisfaction.
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Task: You need to produce a case study comparing two business organisations, investigating the extent to which each has developed an effective customer service programme, and evaluating the effect of those programmes on customer satisfaction. The organisations that I am comparing are Marks & Spencer Plc and Tesco. Marks & Spencer Plc 1(a) Describe the importance of customer service to each organisation. Customer service Their Vision 'Leading standards wherever we trade epitomises the Marks & Spencer approach to both the way we serve our customers and the way we run our business. As one of the UK's leading retailers, we have annual sales in excess of £8 billion. We employ more than 60,000 people worldwide, operate more than 400 stores in 28 countries, and serve tens of millions of customers every week. Whether we're working at home or abroad, within our own stores or in partnership with our franchisees, our Vision, Mission and Values remain the...
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