Reasons for Implementing and Using Customer Service Policies

CUSTOMER SERVICE

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK A...........................................................................................................................................1
1.1 Reasons for implementing and using customer service policies...........................................1
1.2 Purpose of customer services policy evaluation and its relation with future training needs
of staff.........................................................................................................................................3
TASK B...........................................................................................................................................4
2.1 Different communication methods........................................................................................4
2.2 Influence of the customer service provisions on the customer's perception.........................8
3.1 The various informing sources about customers satisfaction and level and their
requirements................................................................................................................................8
TASK C...........................................................................................................................................9
INCLUDED IN PPT...................................................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................11

INTRODUCTION
The customer services is the most important operations of the firm which largely
contribute in increasing the customer numbers of the business. The companies are developing
various policies related with the customer services in order to provide a road map to the actions
of organisation and their staff members in order react responsibly towards the needs and wants of
the customers (Santouridis and Trivellas, 2010). The Hilton hotel is engaged in delivering its
services to the hospitality industry. So, it is important that sited hotel should follow up customer
centric approach in practices and follows defined customer service policies in order to act
ethically and provide satisfactory level of services along with a comfortable stay in hotel. This
will contribute in enhancing the brand image of Hilton in marketplace and also contribute in
altering the perception of services user and developing good brand image their mind.
In this present report the customer services delivered by a business firm is evaluated on
various ground. Task A discuses about the needs of customer oriented services polices in
workplace. While another task studies about various communication approaches implemented by
the organisation in order to deliver effective services to the users. This report also evaluates the
customer requirements and expectation with the service quality and standards which are
delivered by business firm. While the last task of assignment studies about the requirement of
delivering effectiveness of services to the customers as per performance standards and services
polices.
TASK A
1.1 Reasons for implementing and using customer service policies.
Customers needs and the desires should be on priority for the organisation. The company
should work as power the requirements of their customer in order to provide them satisfactory
services in the marketplace (Wilson and et. al., 2012). The Hilton hotel is following customer
centric approach in order to work as per the consumers needs and wants. As per the Mendelow
model of the Stakeholders mapping the customers and investors are categorised into group of key
players. They have significant authority to influence the internal functionality of the business
firm and having large amount of interests in products and services quality. So, in order to act
profitably in marketplace the Hilton hotel should complied with all the needs of services user in
order to provide them better experience with hotel chain (Ganguli and Roy, 2011). The Customer
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satisfaction can be identified through various factors like experience of individual during stay,
quality of food and beverages, cleanliness in room, and greeting nature of staff members of
Hilton etc. All these aspects determines the satisfaction level of an services of sited hotel chain.
The organisation should have focus and compete attention on the function and operations of
service delivery in hotel to the customers needs and their satisfaction level and further
requirements with the services (Lo, 2012). The company should act responsibly while defining
their customer service policy in order to follow consumer oriented approach in practices. Some
of the benefits of customer service policies to profitability of Hilton are as follows:
Vision: The customer services policy helps in defining the clear visions of the Hilton
hotel services. These provides of customers services helps in developing a road map for the
action of the organisation and their employees in order ton work as per the needs of service
users. This describes the objectives and goals for the company action in order to act as per the
customer preferences. The respective policies develops the performance standard required from
mangers, the line staff and from organisation. This helps in achieving the targets of Hilton hotel
in providing good quality services to the customer and contributing in creating motivational and
satisfactory culture in workplace of suited Hilton. The entire culture of the Hilton services will
provide higher satisfaction level to the customers (Jasmand, Blazevic and de Ruyter, 2012). The
policies developed by Hilton hotel all contribute in defining the performance standards related
with greeting the customer, making them check in hotel and take care of comfortable stay and
ending with bills and bid farewell.
Guidelines: The customer service policies provides guidelines to the line of action or
developed strategies by Hilton hotel to perform as per the marked performance standards. This
allows staff members and the supervisors work as per the guidelines developed through using
company policies while dealing with customer on daily basis. These guidelines helps in delivery
of good quality assistance to the customers of Hilton and providing them better experience with
firm through following all important outline of satisfying orders, offering discounts on stays and
dealing confidently with disagreement of consumers and the complaints (Hulley and et. al.,
2013). This helps in effective delivery of the responsibilities of an staff members in the work
premises of Hilton.
Accountability: This is one of the most important aspect as need of implementing
customer services policies ion actions. The Hilton hotel staff should be responsible towards their
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