Customer Service Issue Resolution

This report details a customer service issue that was not initially resolved properly by Zee Hospitality Group. A letter was written to the customer service manager, and a response was provided after problem analysis was conducted. The assignment highlights the importance of resolving customer issues in a timely manner to maintain reputation and achieve organizational goals.

Customer Service

Table of Contents
INTRODUCTION...........................................................................................................................1
Letter from customer regarding the issue ...................................................................................1
Letter from Manager. .................................................................................................................3
The conversation between the manager and customer regarding unsatisfactory services..........3
Reflective: ..................................................................................................................................4
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
Customer service is required in every organization in order to understand the customer
properly and accurately so that company can adopt those changes and improve their services. It
requires high quality of services, assistance so that customer can simple resolve their issues and
problems faced by them (Brohman and et.al., 2015). This helps the organization to adopt the
changes accordingly and achieve their goals and success. This helps to increase and build the
customer satisfaction level. Following report is about the customer service manager of Zee
Hospitality Group where consumer has faced the issue regarding the service. The Group is
having various resorts and hotels (Khan and Gibbons, 2014).
1. Letter from customer regarding the issue
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12 West side street
London, UK
Customer Service Manager
Zee Hospitality Group
London, UK
21nd June, 2017
Dear Sir,
With most respect I'm writing this letter as I found the customer service at your hotel to
be worst and lacking on 20th June, 2017. I stayed at your hotel during that period, Mr. XYZ of
your company has attended for my service.
When I arrived at the hotel no one was their to pick my luggage. I need to take my luggage
myself to the reception. Then I asked the receptionist, that their was no one he ignored me and
was busy with the gossip. I had already booked my rooms and conveyed about my coming then
also service negligence was there. At the reception also, the person was busy with the other staff
and was listing music, they took half an hour to attend me. I asked for inappropriate behaviour
they replied in very unpleasant and cruel way. He let me stand there for another half an hour.
After all the details fulfilment, I enquired for the service man to deliver my luggage to my room
they told in very unpleasant way to take the luggage with self.
It was the morning time and I had my business meeting so I left the discussion and
moved on. On reaching to room it as complete mess and foul smell was coming so I again
complained the manager. I don't know what reason he gave and told me to shift to another
room. The second was not what I booked and was also in very bad condition. As my meeting
was their so I focused on that and moved on. I kept my luggage their and moved for meeting.
Further, when I returned the room service was worst and unsatisfied.
I have certainty that this is not the way your service could be and you definitely need to
conduct business with proper values. Moreover, I have availed your service at other hotels also
they were too pleasing and memorable. With due respect I would request you to discuss about
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the issues and reason why such things happened. Further, I would like to prevent such situation
from recurring. I would be looking forward for your reply.
Your faithfully,
ZXY
Letter from Manager.
21st June, 2017
Dear ZXY,
Firstly, I would like thank you for your letter and giving a chance to improve. Further, I'm
very sorry for all the unexpected things faced by you at the hotel. We would like to solve your
problem in all possible ways and also find the issues why you faced such problems.
Please provide me your contact so that we could resolve the issues faced by you and
moreover we would like to refund you, as due to inappropriate behaviours of our services.
Along with this we would like your support in improving the condition so it doesn't occur in
future.
As the customer service manager I would like have sincere apology for inconvenience
faced by you. Thank you for your feedback and we assure you to adopt changes. Our main
motive is to serve the customer and provide full satisfaction and I hope you will continue to use
our service in future.
Thank you,
ZZZ
Customer service manager, Zee Hospitality Group,
12354235234
3. The conversation between the manager and customer regarding unsatisfactory services
Customer: Hello, good morning.
Manager: Hello sir how may I help you?
Customer: I have called you to tell you about the inappropriate services of your hotel. I am
unhappy with the response of your staff members. They have no realization of their
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responsibilities. No one is there to pick my luggage when I had entered the hotel. Due to the
unpleasant behaviour of the staff members the luggage had been taken by myself to the room.
My office meeting was completely messed up because the services are not provided to me on
time so I have been late to the office.
Manager: Sorry for the inconvenience sir. We are feeling so embarrassed to hear all these things
but next time we will take care of each thing which will fulfil all you desire. Actually, all the
employees were engaged with other stuffs so they were not able to attend you. Even manager
was also managing the same so you had faced these kinds of problems. If you come again then
you will have better response and better facilities from us. Personally I will motivate all the
employees and workers to serve our customer properly. Further, we also informed the manager
XZY about his service.
Customer: I hope for the same.
Manager: Thank you sir.
Reflective:
I liked such customer which provide the feedback and give us chance to improve.
Customer was really too friendly and he was too supportive (Gilmour and et.al., 2013). During
the conversation, I provided him the case why it happened and further recommendation which
were adopted to resolve them. The main issues was that staff was busy at other areas and no was
busy at reception. The way of communication was formal, he lettered me and then we had the
phone call conversation. This shows the positive behaviour and good approach of the customers.
Moreover, being calm to such case reduce the anger of customer and helps in clarifying the
problems (Heskett, 2013). Also, providing other service advantages helps the customer to
continue using the organizational favour. I'm confident, that by the conversation he was
influenced and he would continue to use our services. Such customer are really necessary for the
development of the organization and achieve their goals.
CONCLUSION
The report is about the customer service which was not proper and affected the customer
at Zee hospitality Group. Letter was provided by the customer regarding the issues to customer
service manager, and reply was given. Moreover, problem analysis was done and same was
solved. Such things are required to achieve organization goals and maintain reputation of the
hospitality groups.
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REFERENCES
Books and Journals.
Brohman, K. and et.al., 2015. Internet-Based Customer Service Systems: What are They and
When are They Successful? 1. In New meanings for marketing in a new millennium (pp.
150-153). Springer International Publishing.
Gilmour, P. and et.al., 2013. Customer service: differentiating by market segment. International
Journal of Physical Distribution & Logistics Management.
Heskett, J. L., 2013. Controlling customer logistics service. International Journal of Physical
Distribution & Logistics Management.
Khan, F. M. and Gibbons, J. P., 2014. Khan's the physics of radiation therapy. Lippincott
Williams & Wilkins.
Lam, C. F. and Mayer, D. M., 2014. When do employees speak up for their customers? A model
of voice in a customer service context. Personnel Psychology. 67(3). pp. 637-666.
Paparoidamis, N. G., Chumpitaz, R. and Ford, J., 2015. Service quality, customer satisfaction,
value and loyalty an empirical investigation in a service failure context. In Marketing
Dynamism & Sustainability: Things Change, Things Stay the Same (pp. 173-173).
Springer International Publishing.
Sharma, A. and Lambert, D. M., 2013. Segmentation of markets based on customer service.
International Journal of Physical Distribution & Logistics Management.
Shinde, M. and et.al., 2016, October. Entrepreneurial customer service, cultural differences, &
the big 5 in germany, italy, the united kingdom, & the united states. In Academy of
Entrepreneurship (p. 18).
Soteriou, A. C. and Stavrinides, Y., 2013. An internal customer service quality data envelopment
analysis model for bank branches. International Journal of Bank Marketing.
Zhuang, W. and Babin, B. J., 2015. The Influence of E-Service-Quality on Customer Value
Perception and Satisfaction: The Case of Third-Party Web Sites. In Marketing Dynamism
& Sustainability: Things Change, Things Stay the Same… (pp. 114-117). Springer
International Publishing.
Online:
What is Customer Service?, 2017. [Online]. Accessed through: <https://www.desk.com/success-
center/customer-service>. [Accessed on: 22nd June 2017]
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