Assignment Customer Services

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Added on 2019-12-03

Assignment Customer Services

Added on 2019-12-03

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CUSTOMER SERVICES

TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................1a) Customer needs for different types of customers...............................................................3b) Drafting a customer survey questionnaires........................................................................4c) Methods of collecting qualitative and quantitative method of customer research data.....5d) Choosing 3 policies from research and identifying changes required for implementation ofthe policies..............................................................................................................................7TASK 3............................................................................................................................................7a) Identifying different communication types........................................................................7b) Self-assessment questionnaire............................................................................................9CONCLUSION................................................................................................................................9REFERENCES..............................................................................................................................10

INTRODUCTIONThe hospitality industry is notoriously a difficult industry to step in. Focusing oncustomers will provide one of the best chances for success. Customers are considered the heart ofindustry which interprets that it is important to rely on quality of services to serve them the best.Customer service policies help in ensuring that such quality is maintained with assurance. In the present report, the customer service policy persisting in the hotel is highlighted.The report covers the customer service policies which clients aspire. Moreover, it makes detaileddiscussions on how different type of communication be used for meeting the needs of customer's.TASK 1Customer service is an act of meeting the needs and desire of a customer by deliveringprofessionalized, high-qualitative and great assistance before, during and after the customerrequirements is fulfilled (Brady and Cronin, 2001). The key characteristics of a good customer service are-1.Promptness in delivering services or products on time2.Politeness in terms of exhibiting good manners by the staff. 3.Act of professionalism must be highlighted and expected competence or skill must bemet. 4.Personalization of services is required to meet the varied need and perception of thecustomer demands. Since, Huron Lodge is located in the center of town it is able to attract both domestic andtourists. The expectation of guest with the hotel staff is high and they presume that it holdscourteous, helpful and friendly approach towards them (Karimi, Somers and Gupta, 2001).Apathy and complacence are prime motivators for guests to enhance the image of their business.The staff is considered to be the face of guests and it will often be the reason for reflection of theimage of hotel. Most of the hotel has their customer service policy which guides their strategy for sensingtheir customers wants. These policies will reflect the organizational values for its customers. Themain aim of establishing such policies is to ensure customer satisfaction and value that it willwant to return. The example of customer service policy in the following hospitality business are-1

Hospitality BusinessExampleCustomer Service PolicyHotelHuron LodgeThe policy is intended to meet the requirements ofcustomer and is applied to employee, volunteers, agentsand contractors dealing with third part on behalf of HuronLodge. RestaurantKFCThe general guideline on these policies reflects thatcustomers must be greeted in a timely manner. The ordermust be taken and placed quickly and they must be notkept waiting. Regular suggestions and feedback must betaken. Reasons for using customer service policy-Customer service policies are drafted to communicate with its customers and know whatit can expect exactly in terms of services from its business. These policies are very important toretain its customers (Parasuraman, 2002). Retained and referral customers are very important fora business to grow and sustain in a competitive business environment. It has been seen that in the hotel there are two complaints which is prominently reflecting a badimage of them. These complaints are-1.Poor quality of housekeeping services. 2.Unprofessional behavior of staff. The feedback and complaints are widely addressed by adopting following customer servicepolicy:1.Complaint Policies- The adoption of CSP has helped in addressing the complaints andresolving issues arising among the customer immediately.2.Privacy Policies- It is of prime importance for the hotel to establish and maintain privacypolicies. This will help in sustaining customer faith and trust in the hotel. 3.Food and safety policies- High quality of food and ensuring the contents used in themare safe to be consumed by customers. 4.Disability policy- special privileges must be given to the disabled customers. 5.Booking and reservation policy- Clear terms and condition must be specified beforeconfirming the booking and reservation of customers (Dasu and Chase, 2013). 2

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