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Report on Customer Service Policies

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Added on  2020-06-04

Report on Customer Service Policies

   Added on 2020-06-04

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CUSTOMERSERVICE
Report on Customer Service Policies_1
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1TASK A...........................................................................................................................................1a). Reasons of customer service policies and their support in staff training..........................11.2 Reasons for evaluation of customer service policies and training needs.........................2b). Evaluation of different communication methods..............................................................3c). Analysis of customer perception and service provisions .................................................5TASK B(1).......................................................................................................................................8a). Explanation of sources of information on the customers..................................................8b). Analysis of customer requirements and satisfaction for Hotel Hilton and necessaryimprovements required.........................................................................................................10TASK B(2).....................................................................................................................................11a). Show and evidence of an excellent customer service you have ever given and why youthink so?................................................................................................................................11b). Self reflection on your customer service skill and ways of improving them..................12CONCLUSIONS............................................................................................................................13REFERENCES.............................................................................................................................14
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INTRODUCTIONCustomers are the vital element of any business and their satisfaction is the mostchallenging and impacts the business value of an entity. Thus, for gaining customer satisfaction itis necessary to enhance the services offered to them (De Finetti, 2014). Customer service policiesare designed to maintain services level and improve them. In the present learning, the customerpolicies of Hotel Hilton & Resorts are discussed. It is a global brand which has 570 branchespresent in 85 countries and provide full service to its customers. This report answers whycustomer service policies are prepared?. This study will help learners to understand the nature ofcustomer and the principle of quality service in the business.Further, different communicationmethods which should be used for customers are explained here. Also, this study helps inevaluating the customer needs so that satisfaction can be provided to them. Moreover, ananalysis of customer requirements and their satisfaction along with the areas of improvement ispresent in this learning to cope up with them to attain organisational growth. TASK Aa). Reasons of customer service policies and their support in staff trainingTo make customers satisfied with services, effective policies were prepared. Thesepolicies have numerous benefits in profitability of an enterprise. These policies helps in retainingcustomers, improved staff morale, reduced customer attrition, etc. (Butcher, 2016). There aremany reasons behind the designing of customer service policies and some are listed below:Vision- A customer service policy helps in creating visions of the enterprises. It alsodirects the stakeholders to move in a right direction towards their goal. Stable competition advantages- Entities with effective customer service policies haveinfluences over customers to take their service which is an advantages over othercompetitive organisations. Cost-effective- Policies are essential to reduce the cost associated with all the servicesprovided to the customers. These policies are designed according to the needs anddemand of the customers and prevent organisations to spend over unnecessary factors. Reputation- The main aim of any entity is to earn reputation. They want the name of theirorganisation known to everyone and in order to achieve this it is mandatory to make your1
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customers happy and satisfied with your services (Chughtai and Lateef, 2015). Thus,these policies are required to achieve reputation. Good working environment- To maintain effective work-environment in organisation,these policies are been used. It helps to maintain position and values of the companytowards the customers. Employees remain committed to work and also improves theirperformance which enhances customer's services. Accountability- This ways employees can be effectively managed to provide betterservice and serve their potential customers. This means performing the services which areasked by customers and promised by staff members. Guidelines- An effective service policy gives answers to the managers and employeeswhich are there to deal with the customers. They provide a proper way to deal with them.Customer expectations- Every customers is willing to avail the services for which theyhave paid. So these policies help employees to complete those standards and serveaccordingly.Identifies vital areas of service improvement- Customer complaints states the major areaswhere improvement is required. Further, feedback and customer's review are alsoimportant which needs to be focused by the employees. So it provides chance to theorganization to make improvement as per majority customers aspects and perception.Such things can be implemented through training, innovation or new services. Improves service education- In order to improve the service education among employeesthese strategies plays a vital role (Däuble and et.al., 2014) . Customer service policiesgives important studies for the training program of service education. 1.2 Reasons for evaluation of customer service policies and training needs.Customer's service policies are necessary as they help the customer's directly. Thepolicies can be applied on many business such as public sectors, commercial departments andbusiness organisation and many more. It is required to achieve sustainable development,profitability, competitive success, brand image, good reputation, cost-effectiveness and providebetter services to customers. Such policies helps to improve the services and approach of thecompany towards the them (De Finetti, 2017). Implementing policies helps to improve and2
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