Academic and Professional Skills - Glen More Hotel

Added on - 21 Jul 2020

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Academic and ProfessionalSkills
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1Customer service definition, need, problems, solution and opportunities.............................1Executive summary..........................................................................................................................4Conclusion.......................................................................................................................................4REFERENCES................................................................................................................................5.........................................................................................................................................................5
INTRODUCTIONCustomer service is the provision of service to customers before, during and after apurchase. It is an act of taking care of the need of customers by giving and deliveringprofessional, high quality service assistance before, during and after the customer's requirementsare met. This present report is based on Glen-more hotels which is facing some issues aboutcustomer services in their industry. Along with this, company's problems about the customersatisfaction and opportunities are discussed in the report.Customer service definition, need, problems, solution and opportunitiesCustomer service is the very important factor of the business. It is the desire and meetingthe needs of customers in the business. When company start their business, their main focusshould be on customer services, because customers are main part and reason of the profit andrevenues. Customer service is perceived when there exist entire interactions between customerand product provider at the time of purchase and further customer service adds value to a productand builds permanent relationship. Customer service is provided by the organisation'semployees. In Glen-more hotels there are lot of employees, who are working there, but sometime they are failed to provide the best services to their customers. They are not able to delivergood services to their customers, so their brand value is decreasing day by day. There aredifferent types of characteristics of the best customer services, Promptness, politeness,professionalism and personalization are some of the important elements of the same. These entirecharacteristics are very important in the customer services. If the employee provides theirservices or product to their customers then they should talk politely with the customers(Korschun and Swain, 2016). Along with this, they should communicate in very professionalway with their customers (Aryee and Martinaityte, 2015).Glen-more hotels are a chain of budget hotels in Scotland, but they want to expand theirbusiness in UK (Kaufman Pratt, 2013). They are facing some problems about customer servicesand their customer satisfaction rates are lower than the industry average. So, they should knowthat why customer services are very important in the business. First reason of best services is,the best customers service build trust. When company provide the best services to theircustomers, then customer faith and loyalty will increase and they will want to purchasecompany’s product and services. These days, people will only stay loyal to an organisation if1
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