Customer Service INTRODUCTION 1 TASK 11

Customer Service

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Reasons for using customer service policies ........................................................................1
1.2 Purpose of evaluating a customer service policy and assist in future staff training.............2
TASK 2............................................................................................................................................4
2.1 Different communication method, how these are used to best effect..................................4
2.2 Customer perception is influenced by customers service ...................................................5
TASK 3............................................................................................................................................7
3.1 Sources of information on needs of customers and level of satisfaction..............................7
3.2 Research on customer requirements and satisfaction level...................................................8
TASK 4..........................................................................................................................................11
4.1 Deliver customer service in business and service...............................................................11
4.2 Review performance in customer service delivery and make recommendations...............12
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14

INTRODUCTION
The customer service is a process to know about the customer satisfaction towards the
services and the goods. At the time of purchasing a product, there is a interaction among the
seller or the buyer. The customer service add some to the additional features to goods and also
helps in building the harmonious relationship between customer and seller (Santouridis and
Trivellas, 2010). It is a activity of service to its buyers before, present and after the buying
products. The role of customer service is very big in a company to increase the revenue as well
as profit. Marriott hotel is a very famous hotel and it has a good brand name. It provides good
customer service to customers and also provide the training to its employees so that they can give
the best services. In this report mentioned about using the policies of customers service and the
purpose of determining a policy of customer and it helps in future development and staff
training. Communication is very important in every level and sector, there are various methods
of communication which can affect the customer service. In this present report mentioned about
the different sources of information on requirements and the level of satisfaction.
TASK 1
1.1 Reasons for using customer service policies
The top most priority to Marriott hotel is its customers. Their main aim is to satisfy the
needs and wants to its customers. The customer services is a advice which is given by the a
business firm to those persons who purchase its goods and its services. The customer service
policy is very important for an organisation. It means a document which is in the written format
that the employees of Marriott hotel follow at the time of deal with its consumers. It can be
related with the satisfaction of customers from the goods and services of the hotel. In this
document mentioned that in what manner an employee should deal with its customers. The
Marriott hotel makes the good and effective policies which helps in running the business
operations and process in a better way (Wilson and et.al., 2012).
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(Source: Customer service, 2016)
There are many reasons for using the policies related to customer service:
Vision- The vision of this hotel is to put the customers first, to serve them better, to bring
the change for maintaining its services. The employees of this business firm is get the exact
answer so from this they can perform better their task. It will helps in increasing the satisfaction
level of customers and also to make them the loyal towards the company. Vision helps in
rendering the right way to achieving the aim and objective of hotel.
Goodwill- The good policies and strategies help in maintaining the good reputation of a
business firm. If the manager of Marriott hotel makes the better policies which is in the favour of
employees as well as the company, then it will helps in building the good brand name of Marriott
hotel.
Cost effectiveness- If the employees satisfy the customers then there is less money is
consumed because if the workers or employees will provide the good customer service to their
consumers then in this case there will be less complaints from the users side.
Growth and stress free workplace- If the company provides the good customer service
then in this case they will happy and satisfy towards the service and it will helps in minimizing
the conflict of company (Jha and et. al., 2017). To increase the growth of this hotel, it is
necessary to employees or company to make the products or give the services by identifying the
needs and wants of customers. It helps in make the good relationship among employees and
customers.
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Illustration 1: Customer service