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Customer Services in Hotel Marriott

   

Added on  2020-01-07

17 Pages5205 Words155 Views
CUSTOMERSERVICES

INTRODUCTION Customer services are those services which are provided to buyers during, before or afterpurchasing any products and services. They are helpful in order to attain and retain customers fora long term period. Hotel Marriott is the chosen industry or in this present report,that is one thelargest hospitality industry of UK. It the company has good customer services as it can easilyachieve its goals and objectives in competitive market (Wilson and et. al., 2012). The report willbe involved the uses of effective communication in customers services; there are two types ofcommunications:- verbal and non-verbal. There will be a discussion on that how managers takereviews and feedbacks from clients towards services of their company. Apart from this, thereport describes that customer services has a significant role in growth and success of businessorganisation. Readers will also came to know various methods of market research in order torecognise needs and wants of potential customers. TASK 1 1.1 Describe the reason behind using customer services policiesAn excellent customer service is very essential for a business organisation. It helps tounderstand managers that what are the desires and needs of customers. The main aim ofcustomer services in cited business organisation is to maintain the interest of potential customersby providing them qualitative products and services. Hotel Marriott also has to maintain the levelof customer services, as it can attract many clients.Below mentioned some major customer services policies- Customer services policies refers that all customers are the king of market. They shouldbe treated as well being manner at all times. While implementing a customer service policy, it is essential to provide friendly servicethat is able to show respect and sensitivity towards buyers. If Hotel Marriott is using effective IT services and websites in order to attract customersso as it could increases its number of customers and sales as well. There are mentioned below the importance of customers’ services:- Improves the quality of product – It is the main work of customer service, as it helps inunderstanding the needs and wants of buyers. If company is capable to know that, so as itcan automatically produce quality goods and services to their potential buyers. Anappropriate customer service policy helps managers to improves the quality of their

products and services as per the requirements of customers. This will attract many buyersand force them to purchase the same product, with this the organisation is able to achieveits goals and objectives from target market (Tucker, 2013). Customer perception :- Great customer services are helpful to change customersperception and their point of view towards company. With this, they can easily attract toconsume products and services of business organisation. In this modern world, managershave to develop their websites and online marketing for selling their products incompetitive market. The main of customer service department is to recognise customerperception; in this section company is always trying to taking feedbacks and reviewsfrom their, this will help them in increasing sales and profits of the firm. Retain customer- If buyers continuously get quality services from business enterprises,then they can easily trust upon them. Along with this, better customer service policies puta huge impact on growth and success of business organisations. It helps managers to getrepeat purchasing from customers with that they can easily expand the area of sales andother market benefits. It build personal as well as corporate relations among employersand their clients (Khan, 2012). Due to high rates of sales calls and advertising costs,customers’ services requires a lots of money to attract and retain people from targetmarket. In modern era, many commercial entities are tend to build their relationships withpotential buyers. It will help them attain and retain buyers for a long term period. Loyalcustomers are the source of growth and success of a company. 1.2 Evaluation of customer service policy Policy evaluation plays a very crucial role in customer services. A planned and organisedapproach of customers service policy helps managers to achieve competitive advantages.Customer service policy evaluation helps staff members as they can analyse their capabilities andskills. Managers can evaluate their performance and gives them timely review through whichthey can enhance their productivity. The main function of hospitality industries to provide betterquality services to their customers it involves taking care of customers’ rights and their values.For that, Marriott Hotel managers have to give training and development sessions to theiremployees. Training and development helps to improve the performance level of serviceproviders and it is an essential part of succession planning. Efficiency and effectiveness ofcustomer services can be measured with the level of customer satisfaction. Customer service

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