Customer Service TABLE OF CONTENTS INTRODUCTION
Added on 2020-07-23
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Customer Service
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................3TASK A...........................................................................................................................................31.1 Reasons for using customer service policies....................................................................31.2 Purpose of evaluating customer service and its assistance for future staff training.........42.1 Techniques of communication and their evaluation.........................................................5M3...........................................................................................................................................62.2 Analysis of customer perception influenced by customer service provision...................6M1...........................................................................................................................................7TASK B (1)......................................................................................................................................73.1 Sources of information on customer requirements and satisfaction level........................73.2 Research on customer’s needs and satisfaction level.......................................................8D 3 .......................................................................................................................................12M 2........................................................................................................................................13TASK B (2)....................................................................................................................................134.1 Consumer service in a business and service environment..............................................13D1 ........................................................................................................................................144.2 Reviewing of own performance and recommendations for improvement.....................14D2 ........................................................................................................................................15CONCLUSION..............................................................................................................................15REFERENCES..............................................................................................................................16
INTRODUCTIONCustomer service is all about providing facilities after and before purchase to providethem high satisfaction level to the target people. In fact, consumers are considered as the endusers of a product as well as they are one of the indispensable parts of every organization due totheir roles. This report is going to divide into two parts consisting of various sub headings toexplain the effectiveness of clients towards particular enterprise. Bishop's Gate hotel is one of thefamous service provider firms and popular for its catchy themes and facilities also which mayimprove the image of their company by attracting millions of consumers (Albers, 2014). Thisreport is all about describing essential reasons for adopting effective service policies as well asshows various methods of interacting with each other and its impact. Apart from this, it is alsogoing to describe useful sources to acquire information and data to understand the requirement ofcustomers to reform their products according to tastes and preferences of whole society. At last,it is essential to conduct a research method to get updated about the needs and satisfaction levelof millions of customers with their catchy ideas. TASK A1.1 Reasons for using customer service policiesFor Bishop's hotel, customers are at the top priority and they believe in fulfilling thedemand of their clients within minimum time period to maintain their goodwill in themarketplace. According to Bishop's gate hotel consumers act as an indispensable part becausegoods and services are consumed by them only (Anitha, 2014). Therefore, effective policies areadopted by hospitality industry to run their business smoothly with the help of new and uniqueideas of attracting millions of customers. Basically, there are many more reasons behind usingcustomer’s service policies and plans such as- Vision – According to this element, leaders of cited company and employees get accurateanswers so that they can perform their work and activities in a perfect way by satisfyingtheir loyal customers. In other words, vision of organization provides correct directiontowards their goals and objectives. Guidelines- Service plan acts as the road map for future activities to remove anyupcoming obstacles and errors of a strategy. Workers of a Bishop's gate hotel uses
guidelines to carry out their roles and responsibilities in a proper way to attain theirpersonal as well as professional goals (Mazur, 2014). Accountability – It helps an organization to measure service action which employeesserve to their customers to attain maximum satisfaction level. Image – Customer service plans and policies are very helpful in building the goodwill ofa Bishop's gate hotel at international level by attracting millions of domestic as well asforeign consumers (Beneke, 2013). Policies for customer service is a written document which is followed by employeeswhile dealing with various consumers to satisfy their needs and wants. In fact it is an appropriatelist which consist of different activities and methods for satisfying the needs and wants ofcustomers. Main motive of a customer service policy is to conduct effective programs forproviding effective service to every consumers for example after sale service, replacement,maintenance etc. Apart from this customer service policy is very much indispensable due to many reasonswhich is stated below :- It act as a useful tool of attracting millions of consumers. Established goodwill of a company at a marketplace. Satisfied the needs and wants of customers. 1.2 Purpose of evaluating customer service and its assistance for future staff trainingAssessment is one of the mandatory parts which acts as a useful tool in evaluatingperformance of customer service plan and policies. In fact, it is also helpful in showing theusefulness of strategies which were implemented to give the best favour to different visitors.Therefore, evaluation or feedback process is facilitative in getting aware about the impact ofpolicies and plans on current situation of a Bishop's gate hotel. Along with that, it shows theactual outcomes or results of strategies which means that this procedure is an effective guidelinewhich represents the need of reform in existing plans by analysing change in tastes andpreferences of their customers. In other words, it is important to find out the main purpose and
scope of implementing plans to cover the cost incurred while executing service policies (Flynn,2013). After evaluation process, a given company needs to change their current plans on thebasis of consumer’s demand and requirements by assisting existing staffs so that they can servein the best way. Service industries are famous for their unique and appropriate ideas of servingtheir clients as well as skilled employees. After getting aware about the need of change,enterprise assists their employees by conducting various improvement programs (Greig, 2013).Apart from this Bishop's gate hotel assist their employees by providing effective trainingmethod for better understanding about purpose of customer service policy. 1.Awareness- Future employees must know about customer rights and policies of servingthem. 2.Enhancement programs - It is very indispensable to conduct improvement session.3.Personality development – In hospitality sector employees needs to develop their outerlook which attract millions of tourist. Evaluation is an appropriate process for assessing the result of overall plan by acquiringrelevant information and data which is very useful in decision making process. Basically it act asa necessary tool during judgement process because it shows the views and opinions of a numbersof customers. In fact it is very essential for staff training because it helps in knowing the result ofa programmes as well as improvement in employees. On contrary to this, evaluation process is amandatory process which is used by company at the time of staff training due to its usefuloutcome or result. 2.1 Techniques of communication and their evaluationInteraction with customers is essential for understanding the needs and wants ofcustomers to build high goodwill in the marketplace. Basically, communication is a process ofsharing views and opinions in between company and society to know about the recent trendsarising in market to introduce new and innovative products (Mukaiwa, 2013). Here are some of the impressive tools of communication which are: Internet- It is a global network, with the aid of this people can gather essential data andinformation. Company can also send and receive info through various methods such as videos,graphics as well as computer programs. it can be accessed by numerous people at the same time. There are various techniques which are describes as below :-
E-mail – Emergence of advanced technology creates e-mail technique of sharing ideasand information related to reservation or bookings. This tool is helpful for tourists toexpress their experience and give appropriate rating to a Bishop's hotel.Written – According to this technique, an individual may interact in a written form which is akind of cursive agreement consisting of signature of both the parties by fulfilling all necessaryterms and conditions (Bolumole, 2016). Letter- It is signed by both parties to conduct the agreement in a written form for futuresecurity. Feedback forms- Customers fill this form after using service by hotel to share theirviews and experience either to appreciate or make complaint. Non – verbal – Bishop's gate hotel uses this method to express their views with the help ofpictures and different images to catch the attention of millions of clients. Advertisement – Through this medium, information is passed with the help of television,newspapers, magazines, etc. Verbal- It can be termed as sharing of ideas by interacting with each other by using variousadvanced technologies like: Telephonic conversation in between customers and managers of organization to sharerelevant information and data (Grawe, 2016). Communication is a proper method of interacting with employees and various membersof a company. Therefore this technique is mainly used by company for creating a healthy andfriendly surrounding of an organization to motivate employees towards personal and professionaldevelopment. Effective method of communication is mentioned below:- Verbal :- According to this method interaction occurs in between individuals verbally inwhich they can express views and opinions face to face. Written :- All the essential information and data is expressed in a written form or bywriting things. Non – verbal :- All the communication which is happened non verbally for examplesymbols, writing form etc.
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