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Customer Service Management for Tourism and Hospitality Assignment

   

Added on  2020-11-12

13 Pages4355 Words258 Views
CUSTOMER SERVICEMANAGEMENT FORTOURISM AND HOSPITALITY
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Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................1Different components of CRM Model to build relationship with customers..............................1Values created by CRM Model....................................................................................................5CONCLUSION................................................................................................................................9REFERENCES..............................................................................................................................10
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INTRODUCTIONCustomer service management refers to the strategy which is being used by businessorganisations in order to manager to control over all customer behaviour or interaction with thecompany. With the help of this, it is being analysed that business firms can easily improve theirrelationship with consumers. Through this, a corporation can easily grow in competitiveenvironment of tourism and hospitality sector (Chathoth and et. al., 2014). In this report, thingswhich are going to be included are concepts along with importance of customer servicemanagement model. In present report, CRM model is used for better understanding of howeffective relationships can be made with customers. On the other hand, The Pig Hotels which islocated in UK has been taken CRM model for creating and embracing aspects of its regularbusiness activities.TASK 1Different components of CRM Model to build relationship with customersCustomer relationship management: CRM is the coordinating, policy and philosophy strategy mediated aside a set of datatechnologies, that is based on creating 2 ways communication with consumers so thatorganisation have close knowledge of their wants, buying patterns and needs. CRM systemscollect consumer data across various points and channels of contact between The Pig Hotel andconsumers which can involve the company's telephone, direct mail, social media, marketingmaterials, website, live chat etc. This method can also provide consumer-facing faculty detailedinformation on consumers' purchase history, personal information and buying concerns andpreferences. It is determined that the company primarily develop and create CRM model when thiswants to grow its concern in other area. It assist in establishing strategies in which a business canmodify its services or work and increase satisfaction level of consumers (Chathoth and et. al.,2016). The Pig Hotel is focused on rendering worth to its consumers and it increase to gain hightenancy rate each year. It presently wants to set up two more hotels in various cities of UK, soits director have formed a particular CRM model. It is based on Payne's Forces Model which isdeveloped by Adrian Payne' in 2006 which includes strategy development, value creation,multichannel integration, information management, performance assessment. Through with this1
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model, administrator of The Pig Hotel can create policies to achieve its objectives and goals.This model is developed because it is assist in facing problematic issues, to undertake a scope ofbenchmarking process, to making a platform for alteration in the company. Components:There are a various types of components which are important to CRM andmanagers can effectively driven the business towards growth. Each component play a importantrole in this process which are as follows:Sales Force Automation: This is the most important element of customer relationshipmanagement. This is one of the component which is undertaken by The Pig Hotel. In this involvekeeping a track and recording sales processing of the potential action, forecasting etc. It assist toknow the income generation possibilities better and create it very important. In this elements alsoinvolve evaluating the performance and sales forecasts by the manpower (Dhar, 2015). Toachieve an entire improvement in the growth and development of the organisation, manycomponents perform hand in hand to variety sales automation as a resulting unit. Some of theprime components of the same are increase account management, forecasting, activitymanagement, opportunity management, lead management, reporting, email management andcontact management.Human Resource Management: It's central point is essentially want to maximumutilization of resources and quality of people. HR mangers assure employee match with thegranted tasks in respect to their profession and skill. It is necessary with all organisation whetherthey are operate on small and large scale. The Pig Hotel need to employ effective candidates fordesigning these methods for fulfil goal and development.Customer service: CRM emphasizes on collecting consumers data and information,patterns, their purchase data and providing the collected data to the concerned and necessarydepartments. Mostly all the main departments involving the marketing department, sales teamand personnel management are need to take steps to encourage their understanding andawareness of the consumers complaints and needs (Gretzel and et. al., 2015). This makes ThePig Hotel to deliver perfect and quick solution and help to the consumers and carter to theirdemand which leads the trust and dependability of consumers and employees of the company. Lead management: This management defines to keeping the path of the sales anddistribution. The Pig Hotel are benefited by this factor of customer relationship management andmost are the marketing firms, sales industries and consumers executives centres. In this include2
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