Customer Service INTRODUCTION 1 Task 11
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Added on 2019-12-03
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Customer Service INTRODUCTION 1 Task 11 1.1 Reasons for using customer service policy 1 1.2 Purpose of evaluating customer service2 TASK 23 2.1 Evaluating the different methods of communication and their use3 2.2 Analysing the influence of service delivery on customer perception 5 TASK 36 3.1 Sources of information on customer requirements 6 3.2Ch Research regrading customer satisfaction7 TASK 410 4.1 Assessment of customer service skills 10 4.2 Review of my own performance as supervisor in Fast Food Company and recommendation11 CONCLUSION 12 RE
Customer Service INTRODUCTION 1 Task 11
Added on 2019-12-03
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Customer Service
TABLE OF CONTENTSINTRODUCTION................................................................................................................................1Task 1....................................................................................................................................................11.1 Reasons for using customer service policy................................................................................11.2 Purpose of evaluating customer service ....................................................................................2TASK 2.................................................................................................................................................32.1 Evaluating the different methods of communication and their use ..........................................32.2 Analysing the influence of service delivery on customer perception......................................5TASK 3.................................................................................................................................................63.1 Sources of information on customer requirements ...................................................................63.2 Research regrading customer satisfaction .................................................................................7TASK 4...............................................................................................................................................104.1 Assessment of customer service skills ....................................................................................104.2 Review of my own performance as supervisor in Fast Food Company and recommendation11CONCLUSION..................................................................................................................................12REFERENCES...................................................................................................................................13
INTRODUCTIONCustomer services can be defined as a service which is provided to consumers before purchaseand after purchase of goods and services. In other words, it can be said that it is a business activity inwhich business executives focuses on needs, demands and expectations of consumer and provide themthe best in quality of goods or services (Chrstenses, 2011). It plays a key role in success of everyorganisation as it helps in enhancement of customer satisfaction level. Moreover, the organisations whooperate in hospitality sector have key focus on customer service as it facilitates in effectivemanagement of various operational activities. It also provides number of benefits to businessorganisation and lead business to better customer base. This report will have focus on work culture of Hilton Hotel and Resort in order to have efficientinformation about customer services. It will focus on key elements of customer service policies and itsimpact on organisational performance. It will also provide information about various communicationmethods which can be used by management of Hilton Hotel and Resort in order to have effectivecommunication system. Furthermore, it will also focus on factors of customer satisfaction level so thatorganisational performance can be enhanced and goals can be accomplished in better way. TASK 11.1 Reasons for using customer service policyCustomer service can be referred as systematic procedure which assist business organization byrendering better support to customers while they make decision about purchase of diverse products andservices. It also focuses on key essential factors post purchase services so that customer experience canbe enhanced. In this support it can be said that with an assistance of customer service policy themanagement of Hilton Hotel and Resorts can provide enhanced level of support to its visitors (Christie,2011). It has been spotted that the concept of customer services policy plays a key role in success ofevery hospitality sector organization as it facilitates in effective management of key factors which canprovide continuous growth. It also helps in attaining better competitive edge so that company can havebetter sustain in hospitality industry. It is because with an assistance of customer service policy thebusiness firm can have better focus on organisational structure. Customer service policy also provides effective focus on customer needs in order to improvecustomer satisfaction. Moreover, the business organizations like Hilton Hotels and Resorts have keyfocus on operational efforts with an use of customer service policy which can advance the degree ofcustomer satisfaction as it have direct positive impact on the customer loyalty and provides long termbusiness opportunities (Fyall, 2012). The management of Hilton Hotels and Resorts are formulate itsorganizational policy as per the consideration of several factors which can provide better assistance to1
customer services development. With an assistance of customer service policy the management ofhotel can provide better support to its guests and develop long term relationship for effectivesustainability (Jones, 2003). Hilton Hotels and Resorts can develop customer service policy in order to provide betterassistance to its customer and retain them for long term. In addition to this, it can be stated that thereare number of policies which can be used by management of Hilton Hotels and Resorts to have betterhandling of customer. It can be stated that such policies help in handing issues between hotel and itscustomer. Moreover, the key motive of customer service policy is to overcome issues and boostservices for better experience of guest and render them with best services.Hotel firm focuses onbooking policy which allows customers to have booking of rooms without any booking charges. It alsoprovides guarantee to individual that rooms can be booked with assistance of online reservation portaland payment through credit and debt card (McDowall, 2008). Furthermore, the management of Hilton Hotel and Resorts also focuses on data protection as itenhances the customer satisfaction level. Company does not share any personal information ofcustomers with any third party without any permission of guests. Organisation also uses secure serversoftware in online transaction so that personal information about customers can be protected from anyharm and industry standards can be maintained by secure commercial transactions (Victorino and et.al., 2005).Other than this, the Hilton Hotel and Resorts has also focused on some industrial policies whichallows customer to have easy access to actions like cancellation of reservation. With an assistance ofthis, customer can manage its reservation by accessing online page, telephonic conversation andoutlets. Company also ensure that environmental standards are properly maintained within hotelpremises (Wong, 2013). In this support, management of Hilton Hotels and Resorts follow no smokingpolicy and restrict smoking at public places. In addition to this, smoking zones are created for smokersso that their needs can also be meet without affecting hotel environment. In support of customer policyit can be said that reward policy is also followed by Hilton Hotel and Resorts. In this respect themanagement has introduced reward cub card program which provides extra reward points to customeron every visit to hotel and every purchase during visit (Naylor, 2014). Reward points can be redeemedin order to receive discount on any new purchase. 1.2 Purpose of evaluating customer service It has been spotted that the success of hotel organization relates with quality and uniqueness ofservices. It have direct impact on the organisational performance and facilitate in effective delivery ofservices. It is necessary for management of Hilton Hotels and Resorts to have effective evaluation of2
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