sainsbury's - ray briggs
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Ray Biggs
Head of Customer Contact
Our vision
To be the most
trusted retailer
where people
LOVE to work
and shop
Founded in 1869 and today operates over 1,106 supermarkets and convenience stores and employs around 157,000 colleagues. We put our customers at the heart of everything we do and have invested in our stores, our colleagues and our channels to deliver the best possible shopping experience. Our strong culture and values are part of our identity and integral to our success.
•Best for food and health•Sourcing with integrity•Respect for our environment•Making a positive difference to our community•A great place to work
Size and scaleThis year we will receive around 2.5million calls, 400k emails, 60k letters and we’ll make 2million callsSimply - on average we will have contact with 9 customers or stores every minute of every day,
The What….From answering calls to helping customersTreating customers as individuals – mass personalisationCustomer service as an enabler – capturing and leveraging insightOperational success is a hygiene factor
The HowEnthusiasticFriendlyHelpfulKnowledgeableGenuine
Brilliant Basics
Magic Moments
What do we receive contacts about?
Top Down Bottom up - Executive Complaints
Complaint received
Acknowledged
CEO sign off
Resolution Agreed
Investigation
Review / Quality
Investigation:
Requests for information, colleague interviews, CCTV footage, supplier investigation ect
Typically will involve store colleagues, food technologists, buyers,. Suppliers, contact centre teams
Pack Produced
Making a difference
• Agents empowered to take ownership – they don’t reply they investigate and resolve
• Expected to challenge - resourced to challenge• Focusing on the personal – listening, and listening hard!• Identify root cause• Quality management focus’s on the how more than the what• Justin does see, does challenge and does sign 90% of the
letters addressed to him
‘It is great that within a few weeks of drawing this to the Executive Office attention, something is done. Well done I am overwhelmed by Sainsbury’s action in response to my issue’
Making a difference
‘How lovely to pick up your letter… All
my friends have been surprised by
the time and trouble taken in
replying.’
‘Thank you for your assistance. I have
come back to Sainsbury's when I have a Tesco store only one mile away’
‘It is great that within a few weeks of drawing this to the Executive Office attention, something is done. Well done I am overwhelmed by Sainsbury’s action in response to my issue’‘I am very impressed
with the action taken and I am once again a dedicated Sainsbury’s
shopper’
Remember tiger bread ?
And finally……..