Customer Service in Travelodge - Report

CUSTOMER SERVICE

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................4
TASK 1............................................................................................................................................4
A. Customer service policies in Travelodge................................................................................4
B. Evaluating customer service policy........................................................................................5
TASK 2............................................................................................................................................6
A. Different communication methods.........................................................................................6
B. Analysing the influence of customer perception by customer service provision...................7
TASK 3............................................................................................................................................8
A. Assessing the sources of information on customer requirements and satisfaction levels.......8
B. Determining customer requirements and satisfaction levels and recommendation for
potential improvements in customer service...............................................................................9
TASK 4..........................................................................................................................................10
A. Discussing a plan for delivering customer service...............................................................10
B. Reviewing personal roles and responsibilities in the organization.......................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Customer service can be considered as the provision of service to customers so that sales
of firm can be enhanced. Here, employees are required to identify the perception of consumers in
regard to deliver quality services and improve customer satisfaction. Each and every enterprise
provides priority towards customer needs and adopt effective customer service policies so that
standard service delivery process can be maintained (Alge and et. al., 2002). Apart from this,
businesses are required to value their clients by providing better customer service and enhancing
the market share of firm. Service policies involves a provision to consumers to satisfy their needs
during and after the purchase of product or service. Moreover, a rapid advancement in the
lifestyle of people affects the hospitality firms to deliver utmost quality products or service.
In the present report, Travelodge hospitality firm has been undertaken which is a private
limited company operating in the sector of travel and tourism. Firm focuses upon providing
luxury hospitality service in order to improve customer convenience. It possesses 30,000 luxury
rooms and other facilities to attract and satisfy the needs of customers (Cesarotti and Spada,
2016). Also, the study covers diverse customer service policies and discusses different training
session requires by employees to enhance their skills and capabilities. Report also covers
improvements requires to be involves in the business so that proper action plan can be
maintained by developing appropriate customer service planning and loyalty to enhance market
share.
TASK 1
A. Customer service policies in Travelodge
Customer service is considered as the provision that helps in delivering utmost quality
products or services to the end users so that their needs can be satisfied. Hospitality industry is
required to focus upon customer service delivery so that they can overcome competitors and
improve their brand image in market (Brady and Cronin, 2011). Moreover, it is essential for
Travelodge to adopt different customer service policies in regard to attract customers towards
firm such as-
 Developing communication- It is one of the best policy adopted by Travelodge in regard
to develop strong relationship among customers and employees. Communication is the

process that helps in delivering information from management to employees in order to
render the best quality services so that customer satisfaction can be attained.
 Product and service knowledge- Travelodge hotel introduces a range of products or
services for its customers. Therefore, employees of firm are required to be well trained so
that they can inform the customers regarding the available products or services and utilize
it effectively (Hansen, 2010). Through providing effective knowledge of the same it helps
in improving the customer satisfaction level and also increase the brand image of firm in
market.
 Customer satisfaction- It is another crucial customer service policy that helps
employees to focus upon the customer satisfaction by delivering them quality services
and attain individual satisfaction. Cited hotel is required to comply with its customer
service policies so that different dimensions can be covered in relation to operations and
working of firm. For instance, Travelodge promises to provide 24*7 room delivery
service so that customers can be satisfied up to a great extent (Disadvantages of email.
2015).
 Competency and flexibility- Travelodge management provides effective training to its
employees so that they can become competent in fulfilling the needs of their guests.
Further, through providing flexibility in working hours helps in increasing the morale of
their workers and they render their best performance so that sales of firm can be
increased.
B. Evaluating customer service policy
It involves different customer service policies being formulated by providing services to
customers in order to create positive impact on consumers and hotel. Through formulating
customer service policy it mainly depends upon the welfare and satisfaction of clients and attain
desired results. Also, Travelodge is required to provide specific training to their employees in
order to improve their performance and render the best quality services to guests in order to
make them loyal towards firm for long term (Bushberg and Boone, 2011). Further, customer
satisfaction policy can be evaluated in the aspect of measuring the satisfaction level of clients as
compared to competitors customers. Here, evaluating needs to be done upon the quality of
service delivery such as timely services is one of the factor that attracts customer attention.