Customer Service Report - Marriott International Inc
Added on 2020-06-05
24 Pages6565 Words118 Views
Customer Service
Table of ContentsINTRODUCTION...........................................................................................................................1TASK A...........................................................................................................................................11.1 Customer service policies and its assistance in staff training..........................................11.2 Objectives of customer service policy which leads to future growth...............................32.1 Different communication method and how these can be used for best result..................42.2 Analysis of customer perceptions and service provisions................................................6TASK B (1) ....................................................................................................................................83.1 Sources of information on customer requirements and satisfaction level........................83.2 Analysis of customer requirements for Marriott hotel and suggestion from improvements9TASK B (2)....................................................................................................................................144.1 Customer service in Marriott hotel and service environment........................................144.2 Self reflection on customer service................................................................................15CONCLUSION..............................................................................................................................16REFERENCES..............................................................................................................................18
INTRODUCTIONCustomers are considered to be the kings of business. No business could survive in amarket without proper services provided to users. Consumers service is the provision of servicesto customers prior to, while or post purchase. Customer service includes the facilities that areprovided to its consumers before, during and after purchasing of goods or services (Austin,2011). This project is based on Marriott International Inc. which is a multinational diversifiedhospitality organisation that manages the large number of hotels and related lodging facilities.Present study will deal with the reasons for providing the customers services and the differentmethods of communication by which they can influence the customers while providing facilities.The perceptions of target market and provision of services will also be discussed within thisreport. This report will also highlight the sources of information on customers and theirrequirements to satisfy their needs from a particular service from the hospitality industry. It willalso carry out research on end users' requirements and their satisfaction level. TASK A1.1 Customer service policies and its assistance in staff trainingA customer service policy is a written document which the employees have to followwhile dealing with consumers so that they can get satisfaction while consuming goods orservices.. It also lists that how shall the employees behave with target market for improving theoverall experience. Managers can manage issues of company in stores, over the phone and evenby mail. Companies that produce high technical products like software or satellite television,may even include technical support staffs to resolve the problems. There are a lot of reasons dueto which customer service is considered to be significant for an organisation. Lack of customerservice can even bring down the performance of an organisation and they can't even survivewithout providing services to the end users, as there won't be anyone to handle the payments andanswer the queries from the prospective customers (Chen and Tsou, 2012).Significance: provision of services to customers is very important for an organisation asit is often the only interaction a customer would have with the company. Customers playan important role to the company. Some customers even spend hundreds and thousandsof pounds per year with the same organisation. By chance, they gave a query regarding1
any of the product or services, they approach the customer service department straightaway to get their issues resolved (Fletcher, Fletcher and Fletcher, 2012).Identification: A company always wishes to be different from their competitors andcustomer services are important for the same reason that their style of giving services tothe customers could completely create a different image in the market. If two similarstores are present in the same market dealing with the same products, but one of them areproviding additional services to customers such as complete guidance to use thatparticular product or range of products and clear all the doubts that customers have intheir mind regarding the product and its usage, then definitely the store providing thoseservices will gain the identity of being customer friendly. If consumers policy will begood then it will create brand image in the market because this strategy will satisfied theconsumers needs or wants which will convert them into loyal customers. Then everyindividuals can easily identify the company.Service policies is very helpful in achieving the specified result or outcomebecause it provides a action plan on what basis task can be completed easily and effectively.There are also many other reasons for using customer service policy by Marriott InternationalInc., some of them are as follows-Getting competitive advantages- Rivals can copy the products or services of thecompany but they can not match the consumer policy. So in this case, organisation willbe able to achieve competitive advantages over its competitors.Good working environment- If Marriott hotel will have good working environment thenemployees will do work effectively and efficiently that will assist in satisfying the needsof consumers. Due to conducting training programme, employees get motivation andperform according to the standards which creates good working environment atworkplace.Accountability- If business will use this consumers strategy then it will make to themaccountable for providing services as per users' expectations that will aid in increasinglarge market share.Image- If corporation will have good plan related to services then it will create positiveimage in the market as well as in the mind of consumers or prospective clients which willassist in achieving vision and mission statement (Ganguli and Roy, 2011).If organisation2
will have good tactics that it will be able to attract the large number of people by whichpositive perception can be created in the mind of persons.Guidelines- This tactic guides or instructs the member of the company that how to dealwith users' expectation and their problems. With the help of this, employees can work ina systematic and accurate manner. 1.2 Objectives of customer service policy which leads to future growthCustomer service policy is a written document which assists in providing better quality ofgoods or facilities to its consumers. If Marriott hotel wants to achieve its specified result then itshould evaluate its policy on a regular basis so that it can modified it as per changingenvironment. With the help of evaluation, organisation can know that this policy is workingaccording to the specified standards or not (Ganguli and Roy, 2011). Marriott hotel shouldevaluate the outcome of this policy so that it can take corrective action accordingly. It has manyother objectives which are given below-Retention- Customer service policy assists in providing better quality of services to itstarget market that helps in maintaining to them for long period of time. This tactic alsocontributes in converting users in to loyal consumers as well as in future growth anddevelopment of the company.Evaluation is necessary in retaining the customers as wellas to employees because it helps in increasing efficiency and effectiveness of theemployees who aid in serving the consumers according to their requirement.Increase goodwill- If business will provide better quality of facilities to its customersthen it will enhance the goodwill in the market. Goodwill increases the sale and profit ofthe company and al;so assist in achieving desired result.Treating fairly- For a company, all consumers should be equal and should also betreated fairly without any discrimination on the basis of race, colour, personalrelationship etc. Discrimination leads to loss of customers as well as of market share. Customize products- The main objective of customer policy is to provide services orgoods as per requirement of target market so that their needs can be satisfied. Iforganisation will provide products as per need then it will lead to increase in sales as wellas in loyal consumers.Friendly behaviour- With the help of this policy, company can dissolve the problems ofusers in friendly manner which are most important element. If problems of target market3
will not be dissolved as soon as possible then they may switch to other brand and willspread negative word of mouth that will affect the business activities in negative manner.So it is recommended that organisation should evaluate the strategy so that i9t canremove the complaints of consumers.Better relation- This strategy assists in maintaining better relationship with theircustomers (Gilmour and et. al., 2013).Welcome feedback- An enterprise should take feedback from the customers because ithelps in knowing about the drawbacks of the company as well as its products or services.If firm will know about their weaknesses then it can improve it by taking correctiveaction which will provide support in attaining competitive advantages over it'scompetitors. In short, it can be say that, feedback aids the company in growing in a betterway so that it can reach to its decided destination.Resource availability- Firm should have proper amount of resources so that it can fullfill the demand of target market with in specific period of time (Jahanshahi and et. al.,2011).For ensuring that organisation has proper amount of resources or not, evaluation isnecessary because with the help of this, firm will be able to know about the scarcity ofimportant resources. Train and retain employees- Workforce should have proper knowledge about thecompany's products or process so that they can give some innovative ideas to thebusiness that can lead to increase in sales and profit. Training enhances the skills ofmanpower so that they can deal with their consumers in a polite and effective way.To evaluate the service in today competitive environment is very important because itaids in achieving the competitive advantages over its rivals. It has also some other reasonsrelated to training which are given below-Attain specified objectives- If strategy will be evaluated on a regular basis then it willhelp in achieving the desired result or outcome. Because on doing evaluation, mistakescan be known easily which can be improved timely by which organisation will be able tomove towards its decided destination. This errors can be improved by providing trainingto its employees because man power plays an important in the formulation of tactics.4
End of preview
Want to access all the pages? Upload your documents or become a member.
Related Documents
Quality Management Assessment Of Marriott Hotels & Resortlg...
|13
|3749
|135
Reasons for Using Customer Service Policies : Reportlg...
|20
|6164
|257
Factors Affecting Sales Of Company - Marriott Hotel Reportlg...
|22
|3916
|125
Reasons for Implementing and Using Customer Service Policieslg...
|14
|4612
|51
Customer Service TABLE OF CONTENTS INTRODUCTIONlg...
|23
|7045
|203
Customer Service INTRODUCTION 1 TASK 11lg...
|19
|5568
|27