Re: UKNM: more Tesco ranting... Kosher food and customer service

[Ray Taylor]

Tim Ireland <

timdesignercity [dot] com

> said:


>The kosher button is there for stores that *do* have suitable products in

>stock. If your local store is *not* one of them, you can email them via the

>site/software, or have a quiet word in the manager's shell-like.



The real point is, that the customer went to the store with an expectation

of a wide choice of Kosher food. Having arrived he was told "go away, we

ain't got none." The fact that another store in another town might have the

goodies is of no consequence, just another poor excuse for poor customer

service.


If each Tesco store is going to have its own product list, then it behoves

Tesco Direct to drop the false expectations created by a single online store

approach. Clearly whoever briefed/built Tesco Direct did not take this into

account.


Sure, if a store hasn't got something you want, you could send an email

asking that they get the item in stock. But why bother? Chances are you will

not get a reply, and even if you do, it's a lot easier to click off to

another store - except of course that in the UK online stores are still a

bit of fun and an excuse to waste some time griping to email lists. So Tesco

and all the others have still got time to put it right, but not much time.


One day, someone (presumably someone American like Walmart/Asda?) will set

up in these islands an online store that is not tied to the crap British

notion of customer service, and that offers excellent, seamless and

faultless customer service of a kind that will be more recognisable as 21st

century than 19th. When they do this, they will win such customer loyalty

they will be unassailable.


I'll mention this to Terry next time I see him. I think Tesco Direct's heart

is in the right place. Just needs someone to make it happen.


Ray Taylor


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