Assignment on Implementation of Customer Service Strategies
Added on 2020-06-04
11 Pages2508 Words36 Views
Implementation of customer servicestrategies
Table of ContentsINTRODUCTION...........................................................................................................................1QUESTION A..................................................................................................................................1A) Issues that impact on service delivery...............................................................................1b) Organizational requirements..............................................................................................2QUESTION B..................................................................................................................................3QUESTION C..................................................................................................................................3QUESTION D..................................................................................................................................4QUESTION E..................................................................................................................................5CONCLUSION................................................................................................................................8
INTRODUCTIONCustomer service is essential part of organization that impacts directly on workingperformances of the corporation. Business units continuously try to enhance satisfactionlevel of its clients for that they provide them goods and services as per their requirements.Present report is based on Hilton hotel which is engaged in hospitality industry. Currentassignment will answer the several questions related to implementation of customerservice strategies. QUESTION AA) Issues that impact on service deliveryIt is necessary for corporations which operate in the service industry that to identifyneeds of consumers in order to deliver them satisfactory services. There are many issuesthat impact on service delivery of Hilton hotel, these are discussed as below:Corporate customersConsumers are assets of any business unit, they have power to influence overallbusiness operations to great extent. Needs of corporate customers (B2B) are different fromother end users, they expect high level quality services from the firms. For meeting withtheir expectations hotel has to modify its operations frequently, it has to take support ofthe latest technologies for raising quality standards. That may impact in positive mannerbecause by this way quality of service delivery will get improved significantly. Individual members of organizationEmployees are the key stakeholders of the Hilton hotel, company hires skilled andcapable candidates in the organization. Ability of these employees help the cited firm insatisfying needs of guests. But some times due to communication issues and culturaldifferences workers fail to understand requirements of consumers that impact on servicedelivery of organization to great extent. Some times it creates situation of conflict as well.Individual member (B2C) of the publicIt is another issue that can impact on service delivery of Hilton hotel. It is notalways possible for entity that to identify needs of every client and make changes in itsservice delivery process frequently in order to provide them services as per theirexpectation. Because it would be time and cost consuming procedure. Sometimes due to1
this issue Hilton hotel concentrates on universal needs of population and deliver themservices accordingly. But sometimes it decreases trust of other clients and they turn toother hotels. AgenciesThere are many corporate agencies that my affect service delivery of Hilton hotelsuch as banking agency, legal agency etc. For example if interest rates or exchange rates ofthe banks get changed then in such situation cited firm will have to modify its operationsthat will affect service delivery to great extent. b) Organizational requirementsHilton hotel has two major types of consumers; internal and external. Internal consumersManagers, suppliers, chefs, customer service officer etc.External consumersClient who come from outside and bring revenue in the entity by purchasing itsproducts and services.It is the main objective of cited firm that to meet with expectation of uses. In orderto meet with their expectation of service delivery Hilton hotel's requirements are as belowmaintained:Recruitment of skilled employees, so that cited firm can serve better to externalconsumers.Capable managers, those who can lead the team well and can motivate staffmembers to work better in the organization.Another requirement of Hilton hotel is to create win-win situation between valueadded services and operational saving.Building strong relationship with consumers, so that their needs can be identified. Itwould help in matching with service delivery expectations of customers.Empowering employees, so that they feel confident and be loyal towards the brand.Effective utilization of resources, so that wastage can be minimized and Hilton hotelcan improve its revenues.Clear communication, so that no misunderstanding takes place in the workplacebetween employees, consumers and higher authorities.2
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