Reasons for Using Customer Service Policies : Report
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Added on 2020-07-22
Reasons for Using Customer Service Policies : Report
Added on 2020-07-22
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Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1 ...........................................................................................................................................1a) The reasons for using customer service policies ....................................................................1b) Evaluation of customer service policy and its relationship with future staff training anddevelopment................................................................................................................................3TASK -2...........................................................................................................................................5a) The different methods of communication ..............................................................................5b) Analyzing customer perception that is influenced by customer services provision...............9c) Assessment of sources of information on customer requirements and satisfaction levels. . .10CONCLUSION .............................................................................................................................15REFERENCES .............................................................................................................................16
INTRODUCTIONCustomer service is the facility that is given to customers before and after purchasing aparticular product and service. The success of such interactions with customers hugely dependsupon the employees as according to the personality of customers the employees need to adjustthemselves (Chathoth and Chan, 2016). . Organizations invest considerable money in order totrain employees to deliver excellent customer services.. In an organization, to generate moneyand revenue, customer service plays an essential role. The perception of a customer towardsorganization can be changed from effective customer service and build unique image.The London Hilton on Park Lane is a hotel that is located in UK. The customers serviceis been provided by this hotel in order to make aware customers about their services and its hotelpricing (Hilton from park lane , 2017). In this report, a discussion will be done on identifyingvarious reasons for using customer service policies. Moreover, the report also examine thepurpose of such policies and examine its relationship with staff training and development..Different methods of communication will also be evaluated in this report. Besides this, it willstudy how the perception of customer can be influenced by effective customer service provisionand policies to grab success. TASK 1 a) The reasons for using customer service policies In the hospitality industry customer services plays a significant role wherein consumersneed best quality accommodation, food and beverages, entertainment and other services tosatisfy their own expectations. In the hotel such as Hilton Park Lane, delivery of excellent andsuperb quality services to the users will provide a competitive edge to the hotelier. The customerhas several expectations regarding customer service in any sub-sector areas such as restaurants,hotel and pubs etc (Chen, Liu and Chang, 2013).. It is also believed that survival of hotelindustries greatly depends upon quality of customer services offered by hotel staff. All the hotelsacross globe have their own customer service policies. Such type of polices is been made bythese industries so that no issues is being faced by the customers during their travel. Theexpectation of customers is that trip need to be made comfortable and relaxing whether thatcustomer is on holiday trip or business trip.The designing of customer service in hotels is been done in order to make customeraware about their point of view of hotel towards their customers (Chiang, Birtch and Cai,1
2014). In order to generate customer-satisfaction, hotliers follow a number of policies such asquality management, staff training, health policy, safety and others. In this hotel Hilton ParkLane the customer service goals is to satisfy all the customers with their service so as to increaseconsumer repetition and repetitive buying.. The employees, staff and the managers that areworking in the hotel need to be aware about customer-service policies of the hotel. In some hotelthe training sessions is being arranged to make employees aware about importance of customer-service and also in this session they will also come to know about policies of the hotel.There are some reasons why hotel have their own customer-service policies and thesereasons are as follows-:Expectation of customer – There is an increase or consistent change in the expectation ofcustomer today. They are not happy with thank you or friendly nature of a staff. As the lifestyleof customers are changing today and they are also paying more to the hotel industry so theyexpect more from them (Cohen and Olsen, 2013). More customized things are being preferred bythem. The extra effort need to be made in order to make them feel special at hotel. For instance,prolonging the check-in or check-out time, room services and others are demanded by people. Loyalty of customer – The customer who is pleased with hotel services will remain loyalto hotel. So, it is very essential to make policies for The London Hilton on Park Lane to deliverservices that are according to the user expectations and the policies that is been made need to befollowed so that all the expectation of customers are met.To provide information - To the customers all the required information can be given withhelp of policies. While giving the information it is very essential to be true and genuine. If theinformation that is been given to customers is incorrect or misleading then buyer will not beinterested in visiting the hotel again and prefer other hotels. Feedback – Consumer feedback assessment is also an important part of hotel’s customerservices policies. . The freedom should be given to customers so that they feel free to explain andtell about their experiences. The hotel will also be benefited from this as from this feedback theywill come to know about areas they need to do improvements. The Post-purchase experiencescan also be received whether the customers are satisfied with the ervice or not. Customerrelationships Management (CRM) can also be used to know the satisfaction level of customer sothat good decisions can be made by hotel industry.2
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