Giant UK supermarket group Tesco has announced overnight the creation of 20,000 new jobs. The Tesco announcement is evidence that major retailers understand that customer services is a valuable differentiating factor.
Here is part of what Tesco UK CEO Richard Brasher said:
At the core of this investment is our determination to deliver the best shopping experience for our customers, bar none. We will invest in more staff on the sales floor at busy times, greater expertise and help in the crucial areas of fresh food, and enhanced quality and service across our stores at all times.
Our takeaway must be: how are we resourcing our newsagencies? Are we staffing for the optimum customer service experience. We like to think that customer service is a differentiating factor for us. Is it really?
This ties back to my previous post this morning about us being retailers of the moment.
Footnote: watch for Coles or Woolworths or both to make a similar announcement to that from Tesco.
Tesco are attracting a great deal of disbelieving comment on this claim. It has been clear for nearly 2 years that they have been running on fewer employees than their business has needed. I have heard stories from former Tesco employees about how low grade managers/supervisors have been ‘required’ to plug the gaps where paid staff rostering did not meet the need for the work to be done. the question is will 20,000 be enough?
Thanks for clarity from the UK Steve. I should have looked at the story as I would any similar story from our two supermarket chains. The words read well but only the actions will prove their intent.