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Report on Strategies for Service User Benefit
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Added on 2020-06-06
Report on Strategies for Service User Benefit
Added on 2020-06-06
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CUSTOMER SERVICE
Table of ContentsINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Reasons for using customers service policy.....................................................................11.2 Purpose of evaluating customers service policy and how it can help in training.............3TASK 2............................................................................................................................................42.1 Different communication method and there best effect...................................................42.2 Customer perception is influenced by customers service provision................................6TASK 3............................................................................................................................................83.1 Sources of information on customer requirements and satisfaction level........................83.2 Research on customer requirements and satisfaction levels...........................................10TASK 4..........................................................................................................................................174.1 Deliver customer service in a business and service environment..................................174.2 Review and recommendations for improvement............................................................19CONCLUSION..............................................................................................................................20REFERENCES..............................................................................................................................21
INTRODUCTIONCustomer service means dealing with necessities of clients by providing them best qualityof items and administrations and furthermore aid them to satisfy their requirements. Consumerbenefit implies that satisfy needs and wants of buyers. Purchaser administration may includetelephone call, in – person connection and so on. Client benefit is essential for each and everyorganisation to maintain relationship with their buyers (Ganguli and Roy, 2011). Purpose of thisreport is to identify explanation behind utilizing strategies with respect to service user benefit.Hilton Hotel also use various sorts of communication techniques so that they can give bestadministration to their purchasers. They also examine their client's recognition with goal thatthey can satisfy their necessities as well as desires according to them. They can conduct researchfor above stated purpose which will assist them to know demands of their consumers. It isessential for Hilton hotel to update them about their services on timely basis.TASK 11.1 Reasons for using customers service policy.Clients are an important part for survival of any organisation. It is essential to concentrateon their requests in regards to items and administrations so that Hilton hotel can satisfy itpunctually (Jasmand, Blazevic and de Ruyter, 2012). It is also required for manager, to observetheir clients which will aid them to develop their business according to the desire of them. Ifadministrator of Hilton hotel give attention to their buyers and furthermore provide them bestquality of products and administrations then it will likewise assist them to expand their revenuesas well as improve their goodwill in market. There are different reasons for using consumerservice policies, which are mentioned as below:If company make proper policy regarding customer services then it aids them in imagebuilding.It is essential for manager of Hilton Hotel, to provide quick response to problems of theirclients.They can get feedback from their buyers because it assists them in their improvement. If company also improve or maintain their customer administration, then they canenhance their profits (Schmitt, 2011).There are various importance of its, which are described as below:1
Training: It is essential for department of customer service to measure their growth. If workersdo not know about problem of their purchaser, they cannot solve it. For this, employer canprovide them guidance which will assist employees in an effective manner.Clarity: Goals and objectives of organisation must be clear to each and every member of Hiltonhotel. Thus, they can aid employer to achieve mission and vision of firm. But many times it isimpossible to satisfy clients and as result to, it reduces turnover. Manager cannot fire any of hisworker just because of that, in fact, he makes their policies more effective and efficient.Customer expect good services: It is main requirement for any company to make an effectiveguidelines for their clients. Manager of Hilton hotel can form a department who resolve issues oftheir buyers such as they can establish call center for above stated purpose. There are some other important reasons which are discussed as below:It is essential that every member in organisation must know their duties or responsibilitiesso that they can accomplish it in an appropriate manner (Chen and Tsou, 2012).If any problem occurs regarding products and services then it is necessary for customersto utilize their rights effectively.Employer of Hilton hotel can establish a department who can guide buyers regardingtheir problems.It is also necessary for company to measure their administration timely, which will helpthem to know the effectiveness of it.It is essential for organisation to maintain quality of their services, thus, they can takeadvantages from their competitors as well as enhance their revenues.Manager can provide training to their staff members so that they can improve theirperformance.There are certain importance of customer services, which are mentioned as below:Improve quality of product: If organisation's policies regarding customer service is effectivethen it will aids them in improvement of their products as well as services. Thus, they can attractmany buyers towards them and attain desired goals and objectives more effectively. They canalso introduce new products for their clients so that they can accomplish demands of theirbuyers.Retain customer: If company provide better products to their clients at a reasonable price andbetter quality then people will remain loyal to organisation. Along with this, if they maintain2
better relationship with them then also it will assist firm to improve their profits and goodwill inmarketplace.1.2 Purpose of evaluating customers service policy and how it can help in training.Main objective of hospitality industry is to give best quality administrations to theirbuyers. It includes rights of customers as well as their values. For this, manager of Hilton hotelcan provide training to their staff members, which will assist them to improve their performance.Additionally, it will attract many new customers towards them. Efficiency as well aseffectiveness of client services can easily measured with help of customer satisfaction level.Employer of hotel can evaluate performance as well as productivity of their workers. There arecertain steps which will help to assess client administration representative, are mentioned asbelow:Identify evaluation criteriaDevelop call time spreadsheetEvaluation of customer feedbackListen to calls (Raub and Liao, 2012). Company can get feedback from their customers that will assist them to improve theirperformance. Additionally, It will aid them to know that they are going on right track or not.Manager of Hilton hotel can use various tools for above stated purpose such as social sites,interviews as well as conduct a survey. It will help them to know requirements of their clientsthen they can accomplish it timely and provide them satisfaction as well. Hilton hotel can compare their policies with other organisations, which will aid them tomaintain their own policies quality. As well as, they can take advantages from their competitorswhich will assist them to enhance their profits and reputation in marketplace.Manager can provide training to their employees if he wants to enhance theirperformance. It will cater growth and development to hotel as well as it is essential for them tomaintain proper communication within enterprise (Agyapong, 2011). If they do their work inteams they can solve any conflict more effectively and efficiently manner. That will aid toprovide more satisfaction to their customers and as result to, they never want to switch fromHilton hotel.There are various other elements which assist to understand aim of customers servicepolicy, which are described as beneath:3
Need assessment: It is essential to comprehend want of training because it will aid them inimprovement of their skills as well as knowledge. So that they can do their work moreeffectively and efficiently. Along with this, if their services are of best quality then they canattract more clients.Development: Growth of staff members are very essential so that they can provide moresatisfaction to their buyers. Along with this, they can improve their goodwill as well as profits(Kankanhalli, Lee and Lim, 2011). Instead of this, manager of Hilton hotel provide training to their staff members; therefore,they can comprehend purpose of client service policy.Awareness: It is fundamental for labours to know about the privilege of their customers.Enhancement sessions: It has to be given by employer to their employees as it will helpin their development. As a result they will provide best services to their buyers.Evaluation is an adequate procedure to examine best outcome through getting appropriatedata and information which is much helpful to take any judgement. For better and effectivedecision, organisation can get opinion of their clients. Instead of this, training and developmentis required for employees; therefore, they will provide best services to customers. Additionally,trained workers do their work more appropriately and resolve all issues of buyers quickly.TASK 22.1 Different communication method and there best effect.There must be an effective communication in every type of organisation. Organisationcan follow an open connection method in their company so that employee can share their ideasor thoughts easily with employers. In simple words, it means transfer information from oneperson to another, from one place to other. There are various importance of it, which arementioned as below:It will assist management in their decision making process. They can help maintain trust among all workers (Huang, and RYAN, 2011).Relationship between superior and subordinates can be better.People can easily convey their thoughts and ideas which aids to eliminate confusion.It will help to control over process.An effective communication promotes motivation in an organisation.4
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