Improving Customer Perception through Effective Communication

Customer Service
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TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
TASK1.............................................................................................................................................3
1.1 Reasons for using customer service policy............................................................................3
TASK 2............................................................................................................................................7
2.1 Evaluation of different communication method and their uses.............................................7
2.2 The impact of customer service policy on the perception of customer.................................9
TASK 3............................................................................................................................................9
3.1 Various sources from where Marriott can get information on customer requirement...........9
3.2 Research suggesting recommendations for improvement of customers services................10
Task 4 ............................................................................................................................................14
4.1 Demonstrating own customer service skills........................................................................14
CONCLUSION..............................................................................................................................15
REFFERENCES............................................................................................................................17
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Illustration Index
Illustration 1: Using verbal communication .................................................................................10
Illustration 2: using gestures while presentation ...........................................................................15
Illustration 3: presenting myself with my team mates ..................................................................26
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INTRODUCTION
Customer service is a process through which organization ensures the satisfaction of
customers after when they use their products. With the aid of customer service, company takes
due care of customer’s necessity by providing supreme quality services as well as professional
help during and after delivering the product. This also helps in building trust and cordial
relationship between customers and company (Wilson and et.al., 2012). By providing good
quality customer services, organization can ensure maximum satisfaction of its customers which
will raise brand loyalty among them. In addition to this aspect, it will develop strong reputation
of company in the market.
The present research report is focused on the implications of customer services in Marriott Hotel.
Marriott is a luxury hotel with providing hospitality services from 1927 to till now. It has chain
of hotels in different corners of the globe. In the present research report, the significance of
customer services is detailed out. In addition to this, various communication methods and their
uses will be highlighted with the help of creative poster. The implication of customer service
policy for the future growth and profitability is also explained. In addition to this, market
research is done and demonstrated with the help of graphs to recommend the suggestions to
improve the current customer service policy. The company Marriott Hotel was found by J.
Willard Marriott and his wife, Alice in 1927. The organization was formed as Hot Shoppes
restaurants in Washington D.C. After that business entity has expand business in all over the
world (About Marriott International, 2015). Presently, Marriott international international is
having different hotels and restaurants 79 countries with 4200 properties. In all over the world,
the business entity is having more than 120000 employees who are working at different job
position.
TASK1
1.1 Reasons for using customer service policy
Marriott International is a leading hotel of hospitality and tourism industry. It provides its
services through the chain of hotels around the world. It has been identified that there is strong
implications of customer service policy in the functioning of organization. The main objective of
hotel behind using this policy is to fulfill the needs of customers in the best possible way.
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Marriott hotel makes effective use of its customer service policy to retain its brand loving
customers. This also helps the hotel in enhancing its market image and customer satisfaction
(THE MARRIOTT MANAGEMENT PHILOSOPHY, n.d.). However, to serve the needs and
preferences of customers in a better way, company keeps on modifying its existing customer
service policy. The description of such policies is as below:
Customer service policy Description Justification
 Availability of assistive
device
According to this policy, hotel
provides technical help or a
device to facilitate
communication or other such
instrument that helps in
performing respective
functions of people who are
disabled. For example, wheel
chair, hearing device or
personalized breathing tank
etc.
It is a noble step taken by hotel
which is appreciated by its
customers a lot. It provides
convenience to people who are
disabled The hotel staff also
takes care of disabled people
(Wu and Liang., 2009).
 Hygiene As per this policy, the
management of Marriott
ensures the health standards
within hotel that whether they
are maintained properly or not.
Therefore, there is proper
maintenance of hygiene. The
waste is disposed of properly.
Disinfectants are used to clean
hotel rooms, lobbies and other
premises. Hotel also provides
The guests of hotel are fully
satisfied as Marriott takes so
much care of their hygiene.
This also gives a homely
feeling to customers. This also
induces brand loyalty among
customers and they become
repetitive guest in this
organization (Fletcher, 2012).
Thereafter, by maintaining
hygiene, hotel also fulfills the
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free sanitizer to their guests
and uses hypo allergic bed
sheets and pillow covers for
each room (Hulley and et.al,
2013).
safety norms issued by
government. This also helps in
building good reputation and
trust among government.
 Food quality With this policy, hotel ensures
that quality of food provided
by Marriott to its guest is the
best.
Hotel ensures that the food and
drinks served are fresh. To
make sure about the quality of
food, hotel adheres with the
safety standards set by
government. The management
ensures that there are proper
refrigerants to store raw
material or ingredients which
are used while preparing the
food.
Marriott provides training to
their chefs so that they can put
their best efforts in ensuring
the superior quality of food. To
maintain the nutritional value
of food, the food is prepared
by chefs at the prescribed
temperature only. The
management ensures
vegetables, fruits, eggs; breads
etc. which are not purchased in
bulk. Thereafter, to maintain
the freshness of food
ingredients, they are stored
properly.
 Special demand The special demand of
customers is considered
effectively by the management
of hotel. For example, if guest
wants a sea or garden facing
room of hotel then
management tries to provide
such room (Sadler, 2011).
Thereafter, Marriott also
The customers are more
delighted when hotel considers
their special demand. This
enhances the satisfaction level
of customers (Helkkula and
Kelleher, 2010). Due to this
policy of Marriott, the market
reputation of company is
increased.
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