Develop and Manage Quality Customer Service Practice

This document provides a comprehensive guide on how to develop and manage quality customer service practices. It covers topics such as understanding customer needs and expectations, evaluating customer service, adapting to changing environments, and gathering customer feedback. The document also includes a customer survey template and recommendations for improving customer service. Suitable for the course SITXCCS008 in hospitality management.

DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICE 1
Develop and Manage Quality Customer Service Practice
Name
Institution
© Didasko Digital 2016 www.didasko.com1

SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
CUSTOMER SERVICE PROCEDURES
1. Organisational details
Hilton Hotel is a restaurant that was established in 2000. Currently, it has three branches
spread across the country. Hilton Hotel has a well-outlined leadership structure that manages all
its affairs. At the top of the hierarchy is the Board of Directors which makes all the important
decisions for the organization. This is followed by the executive management and the staff that is
in charge of the day-to-day operations of the organization.
Since its establishment, Hilton Hotel has positioned itself as a restaurant of repute. It
currently offers catering and accommodation services to its clients. It offers meals for breakfast,
lunch and dinner. It also has guest rooms in which the clients can board whenever they travel to
the city for tourism, business or other personal engagements. Apart from this, the hotel offers
conference facilities. Meaning, it has large conference halls equipped with state-of-the-art
facilities to host over 1,000 people. Every year, the facility serves over 20,000 clients both from
within and out of the country. To satisfy the needs of its clients, the organization has been
dedicating itself resources to providing high-quality individualized services for all its clients.
With all commitments, Hilton Hotel has actually succeeded in recording steadily good
performance over the years. However, for it to achieve more, it has to come up with more
brilliant strategies that can enable it to enjoy a competitive advantage so as to emerge as the best
hospitality facility in the country.
2. Customers’ needs and expectations
The hotel serves a diverse group of clients. It attacks wide range of clients from diverse
cultural, geographical, religious, and backgrounds. Meaning, the facility appeals both to the
domestic and international clients who visit it to have a taste of the services that it offers. All
these clients expect to get exceptional, high-quality, individualized, professionalized, and
satisfactory services at all times. This means that he customers are looking forward to be served
by the staff that are knowledgeable professional, and treat every one of them with the high-
degree of professionalism, friendliness, and dignity. If all these are accorded, the customers not
only feel satisfied, but are also encouraged to return and refer more clients to the hotel.
3. Customer service evaluation process
The success of the hotel depends on in its clients. If the hotel has more clients, it can make
more profit because its total revenues increase with the number of customers that it serves. This
is a clear proof that the management should take its customers seriously and provide them with
the best services that can satisfy their needs. However, to guarantee quality service-delivery at all
times, the management should conduct a rigorous customer evaluation process whenever
2016 Edition2

DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICE 3
necessary. The evaluation is necessary because it can equip the management with information on
the clients’ levels of satisfaction and get to know about any concerns that they might raise in as
far as service-delivery is concerned.
In order to get the feedback from its clients, the management of Hilton Hotel has been
using different strategies. These include the provision of proactive live chat support, use of the
on-site dedicated feedback forms, social media feedback, and surveys. Each of these strategies
has been providing the management with a god platform to use in the extraction of feedback
from the clients. For example, proactive live chat support is used by the company to get the
feedback of the clients who use the internet to make online bookings and enquiries through the
hotel’s website. Feedback forms are availed at the exit of the hotel to every client who is
interested in filing to give feedback on the experienced they had at the hotel. Meanwhile, survey
is a periodical evaluation that is done to solicit for the opinion of all the clients who visit the
facility at different times.
4. Changes in internal and external environments
Hilton Hotel is a flexible organization that is responsive to the changes in the hospitality
sector. Just like any other sector in the economy, hospitality is prone to many changes and
dynamics. Some of the current changes in the sector include the use of e-commerce and cross-
cultural service-delivery. The advent of technology has made it possible for the industry players
to resort to the use of Information and Communication Technology (ICT). That is why most of
the facilities use e-commerce in order to enable them tap into the lucrative online space. The
other trend in the hospitality sector is the changing dynamics in cultural values. Today, people
are shifting towards the consumption of healthy food products. Therefore, for any organization to
fit into the industry, it must be flexible in its production and be ready to embrace he production
of eco-friendly and healthy food products.
As a responsive organization, Hilton Hotel has been doing everything within its capacity to
adapt to the latest trends in the hospitality sector. The first way in which the organization has
done this is by embracing the modern technology. The hotel has fully embraced the use of e-
commerce. Meaning, it has a huge online presence. Apart from using the social media to connect
to the users, the organization has its own website I which it markets its services to its clients
from all corners of the world. The other change that the hotel has introduced is that it has been
providing its clients with a diverse menu which suits all the clients from different cultural
backgrounds. The hotel has also adopted a flexible menu that is focused on human health.
Meaning, it only supplies healthy diets that resonate with the current demands.
© Didasko Digital 2016 www.didasko.com3

SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
5. Customer survey
Create a customer survey for your organisation and gain customer feedback on the current
products and services offered by your organisation.
Copy the survey and ask three customers to complete the paper based survey. Submit these with
this assessment.
CUSTOMER SURVEY
FOOD
Example: Portion size
(E.g.) Needs
improvement
1
Average
2
Good
3
Excellent
4
Reception 
Service/attendance 
Waiting time 
Quality of beverages 
Quality of food 
Foods included in the
menu

2016 Edition4

DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICE 5
CUSTOMER SURVEY
Farewell 
Other Comments:
CUSTOMER SURVEY
FOOD
Example: Portion size
(E.g.) Needs
improvement
1
Average
2
Good
3
Excellent
4
Reception  
Service/attendance 
Waiting time 
Quality of beverages 
Quality of food 
Foods included in the
menu

Farewell 
© Didasko Digital 2016 www.didasko.com5

SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
CUSTOMER SURVEY
Other Comments:
CUSTOMER SURVEY
FOOD
Example: Portion size
(E.g.) Needs
improvement
1
Average
2
Good
3
Excellent
4
Reception 
Service/attendance 
Waiting time 
Quality of beverages 
Quality of food 
Foods included in the
menu

Farewell 
Other Comments:
2016 Edition6

DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICE 7
6. Customer feedback
The survey conducted revealed lots of information from the clients. The clients used the
opportunity to equip the management with all the information that it needs to know about the
experiences that each of them has had in the hotel. The following is the summary of the survey:
1. The customers look forward to receiving high-quality services that satisfy their individual
needs
2. Most of the customers are content with the performance of the employees who attend to
them whenever they visit the hotel
3. The foods that he hotel serves its clients are clean, healthy, and high-quality
4. The clients raised concern over the issue of time management because the waiting tie
sometimes is longer than expected
5. Although the hotel offers high-quality services, most clients complain that the prices are
relatively high and appear to be exorbitant.
The above findings demonstrate that Hilton Hotel has achieved as long as far as
customer service is concerned. However, it still has a long way to go. Based on the above
findings, the paper gives the following recommendations:
1. The management of Hilton Hotel should provide adequate training to its staff so as to
equip them with the skills that they need to deliver satisfactory services to the clients.
2. The management should hire more staff to fill e missing gap so as to ensure that the
customers get the high-quality services that they need. Clients sometimes have to wait for
long hours to be served because the few available staff is overloaded.
3. The hotel should reconsider its pricing policies. As it is today, the prices are high. So,
they should be reduced to appeal to and attract many clients.
7. Develop customer service policies/procedures
Customer service policy – Business area one
Area of focus: Greeting, farewelling and acknowledging customers
Purpose:
The purpose of the policy is to improve the quality of reception that the clients receive whenever
they visit the hotel
© Didasko Digital 2016 www.didasko.com7

SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
Customer service policy – Business area one
Standards:
All the employees must be kind, friendly, respectful, neat, and presentable.
Procedure:
All the employees must follow the right procedure when attending t clients. They should always
observe equality and fairness for all the customers who visit the hotel.
Monitoring/feedback:
The feedback from the customers will be gotten from the periodical surveys and prompt
feedback given whenever a client exits the hotel’s premises.
2016 Edition8

DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICE 9
Customer service policy – Business area two
Area of focus: Customer Complaints
Purpose:
The policy deals with the procedures to follow when handing and addressing all the complaints
that he clients raise
Standards:
All the employees must respect the opinion of the customers and treat them with he
confidentiality and autonomy that they deserve
Procedure:
All he employees should comply with the rules that govern the management of clients who visit
the hotel
Monitoring/feedback:
The feedback received should be acted upon within the shortest time possible
© Didasko Digital 2016 www.didasko.com9

SITXCCS008 DEVELOP AND MANAGE QUALITY CUSTOMER SERVICE PRACTICES
Customer service policy – Business area three
Area of focus: Customer Satisfaction
Purpose:
The purpose of the policy is to create a framework for the satisfaction of the diverse needs of the
clients
Standards:
All the employees to put the interests of e customers first and serve them with all the diligence
that they deserve
Procedure:
All the clients should be served within the shortest time possible, but on first-come first-served
basis
Monitoring/feedback:
The feedback from the customers will be gotten by collecting the views during a survey that will
be conducted at different times
2016 Edition10