Customer Service Policies - Report
Added on 2020-01-16
23 Pages6814 Words233 Views
Table of ContentsIntroduction......................................................................................................2Task A: Customer service policies...................................................................31.1 Reason for using customer service policies.............................................31.2 Reason of evaluating customer service policy how it affects future recruitments...........................................................................................5Task B: Communication as well as information research.................................72.1 Evaluation of the various communication methods ..................................72.2 Analysis on the influence of customer service on the customer perception ......................................................................................113.1 Assessment of the information sources on the requirements and satisfaction level of the customers ..........................................................14Reference list.................................................................................................17
IntroductionEffective customer service has a great importance on the enhancement in theperception of the customers. Customer service refers to providing service to thecustomers before or after the purchase. Perception of the customers depends uponthe performance of the employees according to the ability to adjust themselves tothe personality of the guests. Customer service is concerned with the priority set bythe organisation to customer service related to the components such as innovation,products and their pricing. The organisation that values effective customer servicetry to invest more in providing training to the employees and consider the feedbackof the customers. In this study, the researcher would try to explore the effective ways of customerservice that would help in improving the customer's perception. The researcherwould discuss the various results of using policies in the customer service. Adiscussion on the evaluation of customer service policies along with theirrelationship with the training as well as development programs to be provided inthe future. The researcher would provide an evaluation of the variouscommunication methods that are necessary for communicating with the customers.An analysis would also be done on the influence of the performance of thecustomer service on the customer's perception. The researcher would perform anassessment of the information sources on requirements and satisfaction levels of thecustomers. At the end of the research, the researcher would provide a presentationdescribing the requirements and satisfaction level of the customers along with a roleplay as a customer service assistant of a hotel. Moreover, some recommendationswould also be provided for improving the customer service operations. In thisstudy, the researcher has chosen Bishop’s Gate hotel for conducting the research ina better manner.
Task A: Customer service policies1.1 Reason for using customer service policiesThe main reasons for using customer service policies is to maintain thecustomers satisfaction and promote loyalty in priceless status and qualityperformance. The customer service policy create customer relationship and supportthe fundamental principles. This policy maintain customer satisfaction, costefficiency and stress free work environment that means less conflict at workplaceand happier team members. This policy directly helps the customers. The goodreputed company attract the future customers and investors by the help of customerservice policies (Heskett,and J.L, 2013, p.22). The consumer service is importantfor continuous improvement and build relationship with the customers. It isessential to help service strategies and increase workforce that create positivereflection to the customers. The purchasers service policies describe the productquality and delivery service. The policy observe the customer demand and need. Itprovide direction to get and achieve its purpose as well as objectives. It alsoenhance performance of organisation and managers. They give response to thestaff and supervisors who deal with the customers. By making this policyorganisation controls the strategies and consumers service plan. The policy ensuresthat staff stick the correct customer service plan to the service users. To maintainthe reputation, a company choose to create a customer service policy and achievethe company's goal and objectives. These policy helps the manager and employeeswho deal with customers on a daily basis. Employees use these strategies to carryout the job responsibility such as fulfilling orders, resolve customer queries anddisagreement. These policies create consistency across the organisation as a whole(Sharma et al. 2013, p.32). The policy are helpful to establish a company image in
the minds of the customers. The customer service plan attracts large number ofcustomers towards their products. In this policy, employees treat all the customerswith respect and courtesy and listen customer problem. The policies which are related to the consumers service is to be included ina written document and this should be followed by the employees so that they candeal with the different needs and wants of the consumers and should satisfy them.Managers of the business entity have to make appropriate list which having all thedetails related to their activities which they are doing for providing satisfaction totheir all service users. For using consumer service policy, business entity having amain motive that they have to conduct effective programmes so that they candeliver or share all information related to service policy to every service users (Leeet al. 2015, p.660). There are some examples for consumer service policies whichincludes after sale service, maintenance as well as replacement and so on. Alongwith this there are some other reasons for using the consumer service policy whichincludes that it is a tool which helps in attracting large number of consumers. It alsoassisting and establishing the goodwill of the firm in the competitive market. Alongwith this it also aid in satisfying the needs and wants of their service users whichwill helps them in generating more and more revenue. They have to use appropriatepolicies so that their consumers cannot face any type of problem in attaining theirgoals and objectives. 1.2 Reason of evaluating customer service policy how it affectsfuture recruitmentsIn order to create a brand value for themselves the organisation under thehospitality industry should provide excellent service to their customers. This can dowhen the employees of the organisation is highly trained to deal with theircustomers (Lau et al. 2017, p.22). Not only this should the customer service policyalso be judged as this is extremely important. As discussed earlier how important is
to satisfy the needs of the customers judging the customer service holds greatimportance. They need to detect any flaws in the service and take the necessary stepto make it as good as possible. So the rating is a must having tool given to theemployees to develop and enhance their skill to satisfy their customers with theirservice. The policy can be moulded according to the purpose of betterment of theorganisations. In this industry, if there is any need of training then it must be provided so that itwill help to improve the performance of the employees. The employees are the setof people who help to build the bridge between the customers and the organisation.The importance of the customer service training is given below;The employees can target specific areas they need to develop when correcttraining is given. This will be rewarded when the complaints of the clientsturn into praising and the business can thrive.When proper training is given immediately to the new recruits, they areplaced on the right track and does the tendency to develop a bad habit isprevented (Bolumole et al. 2016, p.130). After the initial orientation, theemployees must be taught about the policy of the company. An adequateamount of proper training can shape potential employees into future leaders.Well trained employees can give a helping hand to the new recruits tooptimise their skill to provide quality service to the customers. Developing a solid concept and the mentality to serve customers can betaught by proper training only. The mentality to serve other people is bigand must have an attribute in the employees. The top performers or theemployees of the organisation can enrol themselves for higher training(SHARMA et al. 2017, p.18). The Idea of investing in new supervisorsshow how confident the organisation has on its workers. When theorganisation under the hospitality industry grooms its top employees withtheir high turnover improves the consistency and also enhances anddevelops its workforce.
The employees working in this industry faces a very high amount stress.This is because during their working hour they face numerous customers.Every customer has a different attitude and needs and to satisfy that needthe employees faces a very high amount stress. The employees will be betterin dealing with these kind situations that have undergone the course of stressmanagement provided by their company. So again the importance of propertraining is justified at this point.The hospitality industry is evolving constantly at a very fast rate. Acompany in this industry can beat its competitor by developing the skill ofthe most expert employees. When the employees give a frequent visit totheir training of customer service and learn how to handle both positive andnegative situations they go through while satisfying a customer theorganisations will have steady growth in their profit margin.Unless and until the employees working in hospitality industries are notgiven proper training they cannot provide the best service to their customers. Apartfrom training, it would be better for the organisation to hire new staffs that has anatural tendency to serve others (Jha et al. 2017, p.32). Then by proper trainingthose attributes be sharpened greatly. If the company hires apathetic staffs and alsounable to provide them with good training the customers won't be satisfied and thecompany will earn a bad reputation in the market. To measure the success of the training the organisation can be analysing theexperience of the customers through surveys. Another way can be creatingopportunities for reviews through social media. It is also essential for Bishop's gate hotel to maintain the quality of theirproducts and services and also provide best services to their customers. If they getfeedback from their customers then they can also achieve success. Feedback fromcustomers will help them to know about their positive and negative points and theycan eliminate it. They can use social sites, surveys, questioners for this purpose. It
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