Ray Biggs
Head of Customer Contact
Our
vision
To be the most
trusted retailer
where people

•Best for food and health
•Sourcing with integrity
•Respect for o...
Size and scale

Customer Contact

This year we will receive around 2.5million calls, 400k emails, 60k
letters and we’ll ma...
What do we receive contacts about?
Top Down Bottom up - Executive Complaints
Complaint
received
Acknowledged

Investigation:
Requests for information,
collea...
Making a difference
•
•
•
•
•
•

Agents empowered to take ownership – they don’t reply they
investigate and resolve
Expect...
Making a difference
‘Thank you for your
assistance. I have come
back to Sainsbury's
when I have a Tesco
store only one mil...
And finally……..
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Sainsbury's - Ray Briggs

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  • You name it Promotions Vouchers Car parks – blue badge parking, PCNs, potholes, layout of bays, damage to car New store construction /associated roadworks / layout of new store Accidents in store and at home, spills, breakages, damage to car, carpet, clothesGift cards Active Kids Security – bad stops, genuine stops, withdrawal of invitation to shop in our stores Availability - empty shelves, not stocked in my store, not on the website Driving incidents & accidents – lorries, online vans Trollies – not enough of the right size, not suitable for children, abandoned Online website, deliveries, out of date, substitutions, availability, offer not complete so charged full price, missed the wine promo West Bank/Israeli products – do stock, don’t stock Kosher products Halal Product Quality – foreign objects, sickness, broken teeth, changed recipe, no longer suitable for vegetarians Packaging, recycling, Carrier bags – too many with online order, stop giving out at till, charge Issues in the news – horsemeat, badgers, welsh language on self checkouts, The Sun display, page 3, lads mags, Queues – not enough checkouts open, don’t like self service, no colleague to help at self checkout, no colleagues called when called Cafe – uncleared tables, slow service, cold food Pricing – increases, offers not clear, signage not removed Colleague – rude, too quick at till, no help offered, sicknesss Bank Energy
  • Sainsbury's - Ray Briggs

    1. 1. Ray Biggs Head of Customer Contact
    2. 2. Our vision To be the most trusted retailer where people •Best for food and health •Sourcing with integrity •Respect for our environment •Making a positive difference to our community •A great place to work 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.
    3. 3. Size and scale Customer Contact This year we will receive around 2.5million calls, 400k emails, 60k letters and we’ll make 2million calls Simply - on average we will have contact with 9 customers or stores every minute of every day, The What…. From answering calls to helping customers Treating customers as individuals – mass personalisation Customer service as an enabler – capturing and leveraging insight Operational success is a hygiene factor The How Enthusiastic Friendly Helpful Knowledgeable Genuine Brilliant Basics Magic Moments
    4. 4. What do we receive contacts about?
    5. 5. Top Down Bottom up - Executive Complaints Complaint received Acknowledged Investigation: Requests for information, colleague interviews, CCTV footage, supplier investigation ect Typically will involve store colleagues, food technologists, buyers,. Suppliers, contact centre teams Investigation Resolution Agreed Pack Produced Review / Quality CEO sign off
    6. 6. 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
    7. 7. Making a difference ‘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 ? ‘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’ ‘How lovely to pick up your letter… All my friends have been surprised by the time and trouble taken in replying.’
    8. 8. And finally……..

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