The Purpose of Evaluating a Customer Service Policy

Added on - 21 Apr 2020

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RUNNING HEAD: Customer ServiceCustomer Service
Customer Service1Table of ContentsIntroduction...........................................................................................................................................2Task 1.....................................................................................................................................................3Discuss reasons for using customer service policies in your business organization...........................3Discuss the purpose of evaluating a customer service policy, indicating how this can assist futurestaff training and development using your hospitality organization as an example..........................3Task 2.....................................................................................................................................................5Evaluate different communication methods and how these are used to best effect ‘customerfocused culture’ in your organization................................................................................................5Analyze how customer perception is influenced by customer service provision...............................5Task 3.....................................................................................................................................................7Assess sources of information on customer requirements and satisfaction levels in yourorganisation.......................................................................................................................................7Carry out research on customer requirements and satisfaction levels for your chosen hospitalityorganisation and suggest potential improvements in customer service...........................................7Task 4.....................................................................................................................................................9Discuss how you would plan and deliver a customer service programme in your chosen hospitalityorganisation.......................................................................................................................................9Explain how would review your own performance in the delivery of customer service and makerecommendations for improvement.................................................................................................9Conclusion...........................................................................................................................................10References...........................................................................................................................................11
Customer Service2IntroductionCustomer service is all about taking care of the needs, requirements and preferences of thecustomers by the business to provide them maximum satisfaction (Khan, Garg and Rahman,2015).The assignment focuses on the customer service in a hospitality organization and howit can be improved by providing training to the employees. Hotel Hilton, London is one ofthe finest hotels on the country which is known for providing five star experiences to itscustomers. The assignment is divided into four tasks in which the customer service policiesand customer focused culture will be discussed with reference to Hotel Hilton, London.Further, the customer requirements and expectations are discussed and how business makesefforts to fulfill those requirements. Customer service is the core element of any hospitalitybusiness. It is because customer is considered as the king of market and the businesses haveto make an attempt to make them highly satisfied.
Customer Service3Task 1As a new Customer Service Manager in Hotel Hilton in London, I have to invite theemployees so that they can attend one day training session on the customer service policiesand customer focused culture so that the customer services can be improved in the hotel.Discuss reasons for using customer service policies in your businessorganization.Customer service refers to the wide variety of services provided to the customers on theirdemand and as per their tastes. The hospitality businesses like Hotel Hilton, London shoulduse customer service policies for a number of reasons:Competitive edge: Strong customer service policies provide a competitive edge to thebusiness which helps in standing out from the rest in the industry. It helps in makingemployees excel in providing the customer services and it attracts customers for the nextvisit in the hotel.Health working environment: Customer service policies create a good workingenvironment in the hotel which also satisfies guests and motivate staff to have good termswith the customers/guests (Jahanshani, et, al., 2014).Increases efficiency of costs: good customer service policies helps in increasing the costefficiency for the hotel. It increases the retention rates of the customers. Thus, profits arealso increased.Increases in positive image of the hotel: Customer service policies helps on increasingthe goodwill of the hotel in the market. It also builds trust in the customers for the hotel(Hassan and Ali, 2013).For the above explained reasons, it is important for hotel Hilton to follow customer servicepolicies.Discuss the purpose of evaluating a customer service policy, indicating howthis can assist future staff training and development using your hospitalityorganization as an example.It is essential to evaluate the customer service policies so that the organization could grow infuture by following the positive or negative feedbacks. For a hotel, it is very important to
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