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Customer Satisfaction in the Hospitality Industry

   

Added on  2020-03-16

20 Pages3885 Words361 Views
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Running head: MANAGE QUALITY AND CUSTOMER SERVICEMANAGE QUALITY AND CUSTOMER SERVICEName of the StudentName of the UniversityAuthor’s Note
Customer Satisfaction in the Hospitality Industry_1

1MANAGE QUALITY AND CUSTOMER SERVICETable of contentsAnswers...........................................................................................................................................2Benefits of good service and importance of actively seeking customer service:............................2Encouraging customers to have unrealistic expectations of product and services:.........................2Five examples of open questions that might elicit feedback from customers about their level ofsatisfaction:......................................................................................................................................3Development of short talk:..............................................................................................................3Continuous analysis using the flowing diagram:.............................................................................3Four ways of maximizing revenue of small business:.....................................................................5What does providing good service to customers require?...............................................................5Examples relating human side of customer service:........................................................................6Seven key variables influencing service provided to customers:....................................................6Steps for handling customer complaints:.........................................................................................7Benefits of providing good quality service to customers:...............................................................8Characteristics of customers encountered in the hospitality field of training.................................8Five examples of products and services offered in the hospitality industry....................................9Three examples for additional add-ons and extras available in the hospitality field.......................9Three examples of how the requirement of customers in the hospitality industry is anticipated..10
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2MANAGE QUALITY AND CUSTOMER SERVICEProducts and services that are auctioned before customer delivery and how this might entail inhospitality field..............................................................................................................................11Proactive action plan for dealing with problems relating to products and services in hospitalityfield................................................................................................................................................11Methods by which problems can be avoided and service provisions improved in future.............12Procedures for dealing with conflict and requirements for verbal and non-verbal communication.......................................................................................................................................................12Three examples for promotional services that could be used in hospitality field.........................13Customer Feedback form...............................................................................................................13Evaluation of feedback form and usefulness of establishing ongoing customer support..............14References......................................................................................................................................16
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3MANAGE QUALITY AND CUSTOMER SERVICEAnswersBenefits of good service and importance of actively seeking customer service:Customer service is an important part of business mainly in hospitality industry.Providing good customer service helps in giving repeated business and enhancing theirreputation. Offering better customer experience helps in offsetting higher prices and buildingcustomer loyalty. Good customer service will help in creating satisfied customers that will leadto more sales and creates motivation among say front office staffs. Providing service tocustomers on active basis will enable business to gain feedback from customers by indicating thearea for further improvement (Chen et al. 2015). Encouraging customers to have unrealistic expectations of product and services:If the customers are encouraged for having expectations, about services and products thatdo not exist will lead them to develop unrealistic expectations. Creation of unrealisticexpectations would lead to conflict and disappointment between employees and customers. Thiswould make customers angry and disappointed about the services provided to customers andultimately declining productivity of employees dealing with such customers. Customersexpectations should be well aligned with service and products that are consistently delivered bybusiness (Wirtz 2017). Higher will be the possibility that expectations of customers will be met ifthe expectations of customers are more realistic. It will be impossible for service providers tomeet such unrealistic expectations and it will further lead to downward shift in expectations.
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