Customer Service Policy PDF

Added on - 22 Jul 2020

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Customer service
Table of ContentsINTRODUCTION..........................................................................................................................1Task 1...............................................................................................................................................11.1 The reasons for using customer service policies in Savoy's.............................................11.2 Purpose of evaluating customer service policy which can assist future staff training anddevelopment in savoys...........................................................................................................3Task 2...............................................................................................................................................42.1 Evaluate different communication methods and how these are effectively used inorganisation............................................................................................................................42.2 Analyse how customer perceptions are influenced by customer service provision atsavoys supported with examples............................................................................................5Task 3...............................................................................................................................................63.1 assessing the sources of information on customer requirements and satisfaction levels atthe Addenbrooke hospitale.....................................................................................................63.2 Primary research on the customer requirement and satisfaction level for the savoys' hotel.7CONCLUSION................................................................................................................................7
INTRODUCTIONConsumer behaviour is the study for those individual customers, groups and organisationwho select buy and use the products and services. In this way, ideas developed for satisfying theneeds and wants. It determines actions of the consumers within the marketplace to underlyingmotives for the actions (Bongoni, Steenbekkers and Dekker, 2013). Further, it refers withdecisions process and physical activities that assists to individual to engage customers forevaluating, acquiring and disposing of the goods. There are various characteristics exists whichimpact on their behaviour such as personal factors, marketing factors, etc. In this context, presentreport based on the Savoys which is the largest hotel chain who provides different types ofproducts and services in the market. They engaged in several activities that assists to meet withgoals and objectives in systematic aspect.For gaining insight knowledge of the company, present report covers reasons forcustomer services policies in the selected enterprise. Furthermore, it includes purpose forevaluating services within the enterprise that assists to create effective functioning. Moreover, itincludes customer perception that influence by position that can be supported to the organisationin systematic aspect. At last, report determines sources of information on the customerrequirement and satisfaction level at the chosen business environment.Task 11.1 The reasons for using customer service policies in Savoy's.Savoys is the hotel chain organisation in which they are focusing to the best costumerservices in their organisation. Some issues regarding the costumer service due to the policies arenot mad for the savoy's hotel (Sirgy, Lee and Grace, 2016).Costumer services:it refers to the fulfil the needs of costumer in different way to maintaintheir comfort in a different ways. It can be professionalism and quality providing to the costumerthis all the part of the customer services (Kotzur, Torres and Boehnke, 2017).Costumer service Polices:the polices refer to the proper rules and the regulation for thebetterment of the customer in the organisation. To welcome the customer or the behaviour of thestaff in the services industry is the important polices for the organisation. The reason behind theusing the costumer service polices because of following reasons:
To maintain the quality of different services in the organisation:the savoysusing the costumer service policies to maintain the service give to the customer inthe hotel in which they had committed to the guest to delivered the qualityservices in the savoys.Disciplined among the staff:the reason using the costumer service polices is todiscipline the staff in the hotel to be polite and decent behaviour in front of thecostumer in which they feel comfortable in the communication with the hotelstaffs (Bongoni, Verkerk and Steenbekkers, 2015).To reflect the need of the costumer:using the customer service polices toreflect the need of the costumer on the hotel. It can be the response or the trustbuilding for the customer to ensue that the service will be according to their need.Also to get the attention form the customer (Holzmann and Schmid, 2017).To ensure enhanced service to customers:The reason behind the consumerservice police is to ensure enhance the services to customer and to provideguidelines for the employees on how. Before putting such a policy in place, itwould be prudent to seek the advice and feedback of the employees that interactwith customers directly they are the ones that would have the most accurateinformation of what customers seek and where the organisation lacks (Bruwer,Jiranek and Saliba, 2014). In addition, it is these front-line staff who will put theguidelines into practice and hence involving them in the formation of thecustomer service policy would be a smart move.To support the system of the organisation:this is also the main reason to usethe customer services is to support the system of the hotel in which the properarrangement can be made for the costumer. The employees will understand theirrole and responsibility to provide the better service to the guest. The well definecustomer service policy will ensures that the organisation will make the efforts tofulfil their requirement (Garcia and Ruiz, 2016).
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