Tesco misprice policy discussion area

spa2k

nannaC wrote:

spa2k wrote:

Um, no.......



Where the same misprice occurs in several stores then there is some sort of communication breakdown, and in a corporation of over 250000 people perhaps this is understandable (although not excusable).

The communication breakdown is coming right from the board down as they obviously don't communicate their corporate responsibility values to staff on the front line, if they did then customers like KEREN would never be subjected to such a outragious case of bullying. Remember the board is ultimately responsible for all staff actions.

The price changes are set at head office level, on a central computer...if for whatever reason that price change is set up incorrectly it will not get communicated to the stores systems. Human error plays a total part in wrong prices. The board really has nothing to do with it. Corporate values and corporate responsibilty are drummed into staff from their very first day. The communications breakdown i was referring to is a systems one. I do not know nor can i comment on KERENs case. Bullying is not a Tesco policy!

nannaC wrote:

Where prices are not corrected once reported I can only say that perhaps more work needs to be done in certain stores.....we are all audited and jobs not being completed are seen at a high level....the wheels of change turn slowly.
Every store is allowed to make mistakes it is human nature but when it is pointed out at say 8.00am and is still there a day later that is not accetable as the store has been knowingly OVERCHARGING customers in the ensuing period

Completely agree. When told of an incorrect price it should be dealt with.

Kenny4315

spa2k wrote:

Your reply typifies the kind of attitude that is often faced in stores..."it doesnt take a genius"..."you have the numbers emails" and "if someone tried hard enough"..this insinuates that a) staff don't have intelligence and b) staff don't put in any effort. When one is confronted with such negativity interest is soon lost.....try a more postive approach and more help would soon be forthcoming.

When a price integrity person informed of the issue by a CS, shrugs his shoulders and continues his conversation about the footy to his mate directly infront of customer and CS, when I am told directly by the manager that the store is illegal, when I tell people of the mistake and 3 days later its still wrong, when CS says we make the errors because the there ain't enough staff to do the job properly and there fed up with it because they want to cost cut, when they don't know policy, are told not to adhere to policy, or are deliberately obstructive, one can only be negative about it !!! :mad:

If you are telling me the system is too complicated to be operational, I suggest making it simpler, or getting enough staff to check it, and also getting the communications sorted.

spa2k

Kenny4315 wrote:

When a price integrity person informed of the issue by a CS, shrugs his shoulders and continues his conversation about the footy to his mate directly infront of customer and CS, when I am told directly by the manager that the store is illegal, when I tell people of the mistake and 3 days later its still wrong, when CS says we make the errors because the there ain't enough staff to do the job properly and there fed up with it because they want to cost cut, when they don't know policy, are told not to adhere to policy, or are deliberately obstructive, one can only be negative about it !!! :mad:

If you are telling me the system is too complicated to be operational, I suggest making it simpler, or getting enough staff to check it, and also getting the communications sorted.

1) If the service is that bad then why shop there...i certainly wouldn't. I am not condoning the behaviour you have described, i also know that the majority of staff care a great deal about their customers.

2) I am not telling you that the system is too complicated. You can suggest making it simpler, and getting more staff and whatever else you want to suggest. I do not set Tesco policy, staffing levels or the IT policy. I oversee the price integrity in one of 1000+ stores.

MyUserNamesTaken

spa2k wrote:

1) If the service is that bad then why shop there...i certainly wouldn't. I am not condoning the behaviour you have described, i also know that the majority of staff care a great deal about their customers.

2) I am not telling you that the system is too complicated. You can suggest making it simpler, and getting more staff and whatever else you want to suggest. I do not set Tesco policy, staffing levels or the IT policy. I oversee the price integrity in one of 1000+ stores.

1: I find it terrible that an employee of Tesco comes on here, speaking on behalf of her employer (probably without the authorisation or knowledge of her employer), then says something like "If the service is that bad then why shop there?". First rule in business, spa - Customer Service is THE most important thing to remember at all times. If you don't keep your customers happy, you'll lose them. Why are so many people on this forum using Tesco? Well, there's the clubcard points, for example. The beef in gravy offer was so good, it was worth going to Tesco to get what you could. Oh, but then what happened? Tesco started changing the rules. Maybe Tesco is getting too big for its boots? Maybe it's about time Trading Standards did something about their constant overcharging and false advertising. Asda/Walmart has recently filed a complaint against Tesco for false and misleading advertising, by the way. That should prove very interesting.


2. I would suggest you stop speaking on behalf of your employer before you get yourself into trouble. You see, most employers don't like employees speaking on their behalf. Especially when they say things that puts the company in a bad light.


One more thing: if the staff really care so much about the customers, as you suggest, why do so many CS staff lie, harrass and complain about honouring the refund and replace policy?

spa2k

MyUserNamesTaken wrote:

1: I find it terrible that an employee of Tesco comes on here, speaking on behalf of her employer (probably without the authorisation or knowledge of her employer), then says something like "If the service is that bad then why shop there?". First rule in business, spa - Customer Service is THE most important thing to remember at all times. If you don't keep your customers happy, you'll lose them. Why are so many people on this forum using Tesco? Well, there's the clubcard points, for example. The beef in gravy offer was so good, it was worth going to Tesco to get what you could. Oh, but then what happened? Tesco started changing the rules. Maybe Tesco is getting too big for its boots? Maybe it's about time Trading Standards did something about their constant overcharging and false advertising. Asda/Walmart has recently filed a complaint against Tesco for false and misleading advertising, by the way. That should prove very interesting.


2. I would suggest you stop speaking on behalf of your employer before you get yourself into trouble. You see, most employers don't like employees speaking on their behalf. Especially when they say things that puts the company in a bad light.

spa2k wrote:

not in any official capacity whatsoever, any opinions voiced are clearly my own and have no bearing on Tesco PLC's view whatsoever)

Please read the thread before posting - i am not posting for or on behalf of Tesco, i am voicing my OPINIONS.

MyUserNamesTaken

spa2k wrote:

Please read the thread before posting - i am not posting for or on behalf of Tesco, i am voicing my OPINIONS.

I've been reading the thread. You've stated that you work for Tesco, then commented on procedure, etc. You've voiced an opinion and stated what you call "facts" in your official capacity as an employee of Tesco PLC, something Tesco does not take kindly to.

spa2k wrote:

I work within the price integrity department in a tesco store. I will not say which one for obvious reasons.

Firstly, a few opinions and then a few facts.

Fact: Tesco uses rather old systems in its offices, and whilst on the surface the technology may appear modern, some of the support equipment is simply out of date and thus hampers rather than helps the staff - they realise this is not good enough for the company and are doing something about it, it does however take time.

Fact: In a large store there can be over 7000 price changes PER WEEK, every one has to be done manually and there are checks in place that happen to ensure that these are completed. Every price integrity department is audited on a very regular basis. There is no corporate conspiracy and no intent to overcharge anyone deliberately.

Fact: The majority of staff in the price integrity departments work hard in their jobs however, there are inevitably some errors, bear in mind that Tesco stock over 20000 lines in its larger stores, and then think how many wrong prices you see on the net.....

Does Tesco know you're posting as an employee of Tesco PLC?

nannaC

spa2k wrote:

nannaC wrote:

The price changes are set at head office level, on a central computer...if for whatever reason that price change is set up incorrectly it will not get communicated to the stores systems. Human error plays a total part in wrong prices. The board really has nothing to do with it. Corporate values and corporate responsibilty are drummed into staff from their very first day. The communications breakdown i was referring to is a systems one. I do not know nor can i comment on KERENs case. Bullying is not a Tesco policy!

the communication breakdown I was refering to is the part in the corporate responsibilty OUR CORE VALUES NO-ONE TRIES HARDER FOR OUR CUSTOMERS AND TREAT PEOPLE HOW WE WOULD LIKE TO BE TREATED

If as you say these are drummed into staff from their very first day [bet you have to sign to say that you have read and understood them] then some personnel need retraining in CR.

MyUserNamesTaken

nannaC wrote:

spa2k wrote:

the communication breakdown I was refering to is the part in the corporate responsibilty OUR CORE VALUES NO-ONE TRIES HARDER FOR OUR CUSTOMERS AND TREAT PEOPLE HOW WE WOULD LIKE TO BE TREATED

If as you say these are drummed into staff from their very first day [bet you have to sign to say that you have read and understood them] then some personnel need retraining in CR.

nannaC, from what I've seen, the communication breakdown stems from the very top. In a way, you can hardly blame staff on the shop floor when their managers don't have a clue about company policy. You can't blame the managers because HO don't even seem to understand company policy. If you read the email someone on here posted from the office of Terry Leahy, he doesn't even seem to agree with HO on Tesco's own refund and replace policy. Tesco has become so big, the communication network has broken down. They advertise a nationwide refund and replace policy, then individual stores act as if they know nothing about it.

nannaC

Myusernamestaken, I dont blame the staff on the shop floor they are usually only following orders are pleasant and do a very good job apart from a few wholet power go their heads and take it personally [this happens in all walks of life not just tesco's] but the higher managment Store, Area, Regional, Training etc should understand corporate responsibility as it should be part of their every day work code. As for the chairman, well, he and the board would probably wholeheartedly agree with the words he is accredited as saying on corporate responsibility if someone showed him the document.

MyUserNamesTaken

nannaC wrote:

Myusernamestaken, I dont blame the staff on the shop floor they are usually only following orders are pleasant and do a very good job apart from a few wholet power go their heads and take it personally [this happens in all walks of life not just tesco's] but the higher managment Store, Area, Regional, Training etc should understand corporate responsibility as it should be part of their every day work code. As for the chairman, well, he and the board would probably wholeheartedly agree with the words he is accredited as saying on corporate responsibility if someone showed him the document.

Oh, I wasn't insinuating that you personally blame the floor workers, etc. I was, if anything, agreeing with you and adding a little more to it. With Tesco, one hand doesn't know what the other hand is doing. Corporate responsibilty goes out of the window when communication has broken down so much and policy isn't being implemented. It shouldn't be the case, but that's how it is at Tesco PLC.