Customer Service Management - Assignment

Added on - 17 Feb 2021

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Customer ServiceManagement
Table of ContentsINTRODUCTION...........................................................................................................................1Task 1...............................................................................................................................................1P6 Customer service strategies within Marriott Hotel and Resorts...........................................1P7 How to create and develop the customers experience through customer service strategies inorder to meet the needs of the customer as well as the needs of business.................................3Conclusion......................................................................................................................................6References........................................................................................................................................7
INTRODUCTIONCustomer Service Management (CRM) is defined as the practices, technologies andstrategies that a company uses to manage its interaction with the current and potential customersin order to achieve the goal of serving the customer in better ways and in retaining the customer.In this report Marriott hotel is taken as an organisation, Marriott hotel and resort is themultinational brand of providing services in hotels and resorts. This report discusses about thestrategies of customer services that a company provides to its customer in order to assess theimportance of these services to customers, the pricing strategies, differentiation strategies etc.This report also highlights how these strategies meets the needs of customers and businessstandards.Task 1P6 Customer service strategies within Marriott Hotel and Resorts.Marriott is very big company providing various services to its customers and has manystrategies to provide these services to the customers(Bowen and Chen McCain., 2015). Thestrategies the company uses to provide its services includesAssertively Friendly i.e to sought out the customers who need help before they ask for thehelp.Reassurance, this strategy develops a positive experience to the customer by beinghelpful and assuring them to solve any kind of a problem faced by the customer.Show ready, each and every employee of the Marriott hotel is always show ready andevery one knows when to play their part(Chang and Ma., 2015).Responsibility, each and every employee are committed and are responsible for assuringsecurity of their property, cleanness, and get them entertained.Quality food and beveragesSpa packagesRoom UpgradesPreferred Viewsoffers and reward with high speed and medium speed internet.Concierge servicesMembership programsshuttle services1
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