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Assignment on Customer Service of Hilton Hotel

   

Added on  2020-06-04

20 Pages5642 Words44 Views
Customer Service

Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Discuss reasons for using customer service policies........................................................11.2 Purpose of evaluating customer service policies..............................................................2TASK 2............................................................................................................................................42.1 Types of communication methods....................................................................................42.2 Customers' perception is influenced by customer service provision................................6TASK 3............................................................................................................................................63.1 Sources of information on customer requirements and satisfaction levels......................63.2 Carry out research customer requirements and satisfaction level ...................................7TASK 4..........................................................................................................................................134.1 Customer service in a business and service environment..............................................134.2 Review own performance and recommendations..........................................................15CONCLUSION..............................................................................................................................16REFERENCES..............................................................................................................................17

INTRODUCTIONCustomer service is a stipulation of services which are provided to customers during,after, before a purchasing. It is a series of various activities which are planned in order toincrease customer satisfaction level towards company. Customer services are an integral part ofwhich create value for company as it can easily achieve goals and objectives from target market.Its prime objective is to resolve all customers' queries and problems. If a organisation provideseffective customers' services it can attain and retain people for long term period; it also improvespublic relation of the firm (Agyapong, 2011). The present assignment is based upon HotelHilton; it is one of the leading hospitality industry over the world. The firm was founded in 1919;the main goal of the company is to deliver value added services to people by respecting theirvalues, believes and morale. Apart from this, the report will be described the significance ofcustomer services. Readers will also come to various communication channels which can beadopted by a company. There will be a discussion on sources of information in order to gaincustomers' satisfaction level. Furthermore, management always tries to improvise its customerservices. TASK 11.1 Discuss reasons for using customer service policiesCustomers are the known as market king, they are liable for overallgrowth and success of the company. It is essential for hospitality industry toobserve customers' needs and try to fulfill them in an effective manner. Inthis context, business organizations provides imperative customer services; it ishighly responsible in order to attract people towards company; it also provides them higher levelof customer satisfaction. Hotel Hilton has its own customer service department which helps thefirm to identify buyers' needs and desires. Thus, company can easily fulfill consumers'expectations by formulating effective strategies and policies. Along with this, the major objectivebehind using customers services policies to retain their interest within firm by supplying themnew and innovative products and services (Chen and Tsou, 2012). Apart from this, customer service policies should be very friendly which delivers respectand concern towards buyers. If companies will provide effective and innovative customerservices then it helps in raising firm's profit and sales revenue in a minimum time period. Thereare several reasons of using which are defined as under: - 1

Stable competitive advantage – The main reason behind using customer service policiesis to retain competitive advantage for long term period. In this modern era, competitors also sellsame type of products at same time, therefore if Hotel Hilton has its own customer servicepolicies. Quality experience will also make guest to come back instead of trying “next door”. Provides guidelines – The main objective of customer service policies is to provide quickresponse to all customers of the company (Baker, 2013). These policies aids in giving rightdirection to business goals which are set for getting higher customer satisfaction level. Ifemployees will follow proper guidelines in order to satisfy buyers needs then they company caneasily gain high market growth and share. Increase accountability – These policies also aids in enhancing accountability andcredibility of the company in target market. For example- if Hotel Hilton improves its customerservice policies then it will deliver higher satisfaction level to customers. Managers will beanswerable for their each and every action, it enhances customers' trust and trusts towardscompany and they will prefer to come here again and again. Create effective market image – Another reason behind using customer service policiesis to improve market image of the hospitality industry. Due to effective customer services,people will be willing more to purchase their products and services from that company (Chen,Liu and Chang, 2013). This can raise up its market goodwill and reputation; in future hotelHilton will become a great brand over the world. Increase cost efficiency – Customer service policies increase customers' retention ratesby 5%; it might boost firm's profit by 25% to 90%. Thus, huge costs aids in attracting newcustomers, a buyer must not be seen as a single transaction; he or she would be seen for longterm period. Satisfied customers recommend their relatives and friends by the word of mouth, itcan reduce the cost of advertising or promotion of the company. All these are the major benefits of using customer service policies; it would helps HotelHilton to gain high competitive advantage as well as high market growth. Due to manageablecustomer services, employees will work on business operations and activities in the a pervasivemanner. 1.2 Purpose of evaluating customer service policiesMonitoring any business policy or plans plays an imperative role in growth and successof overall organisation. A well planned and organised customer service policy aids management2

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