Customer Service Plan for Budget Supermarket

Customer Service Plan for Budget Supermarket


The purpose of this Customer Service plan is to maintain a high quality of products and services delivered to current and prospective Budget Supermarket customers, and developing a customer management model which consistent, of high quality, and continuously improving. A well-executed customer service plan will ensure that the supermarket is appropriately aligned around the client requirements and customer service.

Mission Statement

Our mission is to take  care of our customers and their needs by offering a wide portfolio of products and services, amicable and well-informed customer service, and by doing this better than any other supermarket in area and region.

Vision Statement

To continue to succeed in serving our client’s shopping needs, thus growing our annuals sales to $ 3.5 million while keeping a gross margin or net merging of 34 percent and 6 percent respectively

Customer Needs


The management will make sure that the supermarket only displays high-quality goods by regularly checking expiry dates, particularly for perishable commodities (Ngo & Nguyen, 2016). We will to conduct periodically product and service checks to ascertain that the quality offered is top class.

The supermarket will provide appropriate product and package dimension by ensuring that size, weight, color, and shape are well-indicated on the product or the package (Grönroos,2007). Any errors in product and package dimension shall be corrected within the shortest time possible, and the most appropriate manner that befits the customer needs (Azar et al., 2015).


The supermarket will fix price tags on products that capture accurate and fair prices. Besides, customers will enjoy regular discounts and depending on their frequency of shopping.  The supermarket sources it supplies from reputable companies and the store will neither overprice or nor reduce the product dimensions to fetch more profit.

Delivery Time and Service

The supermarket will establish more than 30 points of sales and make sure that all of them remain operational at any given time. Faulty point of sales shall be repaired within one hour or two, during peak hours, the supermarket will establish temporary points of sale to reduce long queues and serve customers fast.

Business Location

The supermarket will collaborate with local authorities to make its business location accessible by expanding the road network, installing appropriate signs, and maintaining proper security within and outside the business. The supermarket will construct pathways to facilitate the movement of customers. A footbridge shall be built outside the supermarket to protect customers from traffic and prevent accidents.

Parking Space

The supermarket will provide a spacious and secure parking place for the customers to secure easy parking while shopping at the stores. The parking place will be placed under 24-hour surveillance to protect customers’ vehicles from vandalism and theft (So et al., 2016). The customers will not be required to pay a fee to secure parking for their cars. However, the parking space is limited to 5 hours for each customer. Exceeding the time limit will attract a fee of $4 after every 1 and half hours.


The supermarket will invest in good layout system to make it easier for the customers to find the products and services they need.  All the related products will be placed in the same or succeeding sections. In addition, the supermarket will recruit additional customer care staff to help customers access their products.

Policy Procedures

Gathering Customer Information

Apart from paying attention to normal channels of communication, the supermarket will gather customer information such as needs by conducting regular surveys and establish a suggestion box (Aloysius, 2018). In addition, they will send regular emails asking customers questions about their experience in the supermarket and what they need to be improved.

Assessing Customer Needs

The supermarket will request random customers to fill rigid questionnaires whose shall be used to determine customer needs. The casual customer shall be rewarded with 3-5 percent discount for participating in the survey (Ghosh, Jain, & Dekhil, 2017). The supermarket will review the questionnaires once a week.

Responding to Customer Complaints

Customers will file their complaints at customer care service desk located at the entrance of the supermarket. Anonymous complaints can also be made through the anonymous suggestion box, and the management will review after every fortnight. Once a complaint has been issued with a reference number, the management promises to handle it within 2 or 3 working days.  The general manager will in charge of complaints that require urgent attention and solutions. The customer only needs to request a meeting with him, and the issue will be resolved.

Managing Records and Data

The customer care desk shall be responsible for maintaining customer records including their expenditure, frequency, and most shopped items. Customers are encouraged to register with the customer care desk if their interested with supermarket’s home delivery service.


The supermarket promises to adhere by the above plan, and request customers to cooperate with business for a better relationship. In addition, the supermarket has zero tolerance to drug abuse and is ‘no smoking zone.’ Thus, it will not provide a smoking space, and customers caught smoking shall be escorted to leave the premises immediately.




Azar, M., Hake, L., Marble, A., Shiely, B., Wortley, W. D., & Zorn, M. (2015). U.S. Patent

            Application No. 14/180,527.

Aloysius, J. A., Hoehle, H., Goodarzi, S., & Venkatesh, V. (2018). Significant data initiatives in retail

environments: Linking service process perceptions to shopping outcomes. Annals of operations research, 270(1-2), 25-51.

Ghosh, R., Jain, J., & Dekhil, M. E. (2017). U.S. Patent No. 9,760,896. Washington, DC: U.S.

Patent and Trademark Office.

Grönroos, C. (2007). Service management and marketing: customer management in service competition. John Wiley & Sons.

Ngo, V. M., & Nguyen, H. H. (2016). The relationship between service quality, custome

r satisfaction, and customer loyalty: An investigation in the Vietnamese retail banking sector. Journal of Competitiveness.

So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2016). Enhancing customer relationships with

retail service brands: The role of customer engagement. Journal of Service Management, 27(2), 170-193.