Reasons for Customer Service Policies

Customer Service

TABLE OF CONTENTS
INTRODUCTION ..........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Discussing the reason for utilising customer service policies .........................................3
1.2 Discussing the objective of evaluating customer service policy.....................................5
TASK 2............................................................................................................................................7
2.1 Evaluating Different Communication method and the way these are used to best effect7
2.2 Analysing the way consumer perception is influenced by customer service..................9
TASK 3..........................................................................................................................................10
3.1 Assessing the sources of information on customer requirement and satisfaction level. 10
3.2 ........................................................................................................................................12
TASK 4..........................................................................................................................................14
4.1 Delivering customer service in a business and service environment.............................14
4.2 Reviewing own performance in the delivery of customer service and making
recommendation for future improvement.............................................................................15
CONCLUSION .............................................................................................................................16
REFERENCES .............................................................................................................................18

INTRODUCTION
Customer services define as an act of taking attention of the buyers' requirement by
delivering as well as providing professional and high quality services to customers. They have
many powers as well as ability to select better products in systematic manner. They are main and
important person in each & every organisation. Because they help in achieving high productivity
and profitability in an efficient or effective way. Excellent buyer’s services is force for every
hospitality sector.(Customer service, 2017). Main purpose of this enterprise to provide better
facilities in order to give high satisfaction. There are different kind of service policies and their
purpose for evaluating them, will discuss here. Various type of communication approach along
the perception of buyers regarding them which will determined in this file. Sources of
information on buyer’s requirements as well as their fulfilment level analysed in this report.
TASK 1
1.1 Discussing the reason for utilising customer service policies
Policies of Customer services (CSP) which are drafted as to communicate with clients
that what they expect regarding work from the company. It will consider all details about the
staff member’s role and responsibilities as well as courtesy level. So in this way buyers require
different variety in products or services. In the business organisation Customer relationship
management (CRM) software and technologies play an important role in delivering and
designing policies. Thus, by CSP an industry can range out its clients and support it in attaining
customer loyalty (Chan and Wan, 2013). It assists clients to whether their desires and needs will
be fulfilled by the company as well not. Moreover, CSP are needed in order to achieve long as
well as short term goals and objectives of company. One of the main purpose of cited hotel is to
attract large numbers of the buyers. But is significant for the organisation to keep its potentials as
well targets customers in systematic manner. Referral and retained buyers are very essential for a
company to support in sustaining and growing in the aggressive business surrounding. Hence,
CSP provides a summary of the firm’s services and quality. In other word, CSP also support to
analysis the gaps among the services and get the better of those disparities. For examples:
Marriott provide different services policies to their customers related to the necessary
information such as assistive devices, service animals, support people, temporary service
disruption and training & development programs etc. So in this they can easily sort out all issue

and achieve long term goals and objectives in effective manner. Industry prefers to form CSP
which help as well as makes its efforts and purpose are as follows:
Vision: A CSP assist to generate Marriott hotel vision. Their statement is to keeping
buyers and catering to clients is important for some firms. These policies provide the route map
in order to acquire objectives and aims of the company. Main vision of the company is to provide
quality products and services to their customers in order to fulfil their needs and demands
towards commodity. From the same, organisation whole culture that will be develops in
systematic manner.
Guidelines: A CSP provides better responds to their staff and supervisor who actually
deal with clients on a regular basis (Fletcher and et. al., 2012). Diversification in the business
policy that controls customer services and strategies in an effective or efficient manner. In this
way, each and every members use and make effective plan regarding job responsibilities in an
essential manner. It will engage the clients in systematic manner. Like: offering discount,
satisfying orders, quick services, or solving complaints as well as dissonance of buyers.
Accountability: Generating the CSP holds Marriott answerable and responsible for its
guarantees & action customers. This kind of argumentation that will ensures the members sticks
in order to suitable client’s service practices and plans. Cited industry measures facility activities
which employees demonstrate the broad customer satisfaction level. These evaluations facilitates
by the hospitality firm because they are liable to give better services and support in improving
services policies of organisation. Due to this, all training & development section, and another
practices are highly needed in order to achieve mission and vision of the company in a
systematic manner.
Image: To sustain a CSP that will assist in establishing the Marriott image in the buyer’s
minds. Mission of the business is to detected by its potentials and target customers (Florez-Lopez
and Ramon-Jeronimo, 2012). In additional words, buyers have cheerful experiences with
organisation, its image regarding client’s facility is reinforced.
The seven reason for utilising Customer policies are:
 It helps Business Entity in retaining the long term relationship with its clients. Customer
service policies assist organisation in identifying the market for positioning their goods.
 These policies provide firm an opportunity to increase their brand value and image in the
market. Customer service is a necessary means of creating lifetime value. It supports firm