Customer Service Report: Principles, Practices, and Analysis

This report examines customer service principles and practices in the hospitality industry, using Hilton Hotels as a case study. It explores the reasons for using customer service policies, discusses the purpose of evaluating these policies, and analyzes different methods of communication. The report also analyzes how customer perception is influenced by customer service provision. The report emphasizes the importance of customer satisfaction, effective communication, and staff training in achieving organizational growth and maintaining a competitive edge. The report concludes that effective customer service is crucial for the success of hospitality organizations, providing guidelines for employees to ensure customer loyalty and trust. The assignment also includes tasks covered in a PowerPoint presentation, which are not detailed in this document, but are part of the overall assessment of the student's understanding of the course material. This assignment aims to measure the outcome of students’ learning in terms of knowledge acquired, understanding developed and skills or abilities gained in relation to the course content.

CUSTOMER SERVICES

INTRODUTION.........................................................................................................................................3
TASK 1.......................................................................................................................................................3
1.1Reasons of using customers service policy.........................................................................................3
1.2 Disc Customers services are the main unit of the functions of the organization, while on the
other hand evaluating these services are essential in order to ensure the growth and success of
the organization. These are the measure though which organization can assist the core areas
where it needs to focus. uss the purpose of evaluating the customer service policy.............................4
TASK 2.......................................................................................................................................................4
2.1 Evaluate different methods of communication..................................................................................4
2.2 Analyze how customer perception is influenced by customer service provision...............................5
TASK 3 AND TASK 4 ARE COVERED IN PPT......................................................................................5
CONCLUSION...........................................................................................................................................5

INTRODUTION
Services provided by the organization to their customers are the basis of the working
functions that helps the firms to increase their productivity and profitability. These are the
guidelines which helps the employees of the organization to conduct their services as per the
desired norms and expectations. Hotel Hilton and Hilton York are tow one of the top leading
hotels of the industry the services provided by them are very efficient in order to ensure the
growth and development of the organization.
TASK 1
1.1Reasons of using customers service policy.
Customer’s services are the basis upon which the foundation of the organization depends; it
provides the guideline for conducting the operations that can help the organization in
achieving profitability and productivity to the organization. These services provide basis
upon which working criteria of organization depends. Hotel Hilton is one of the lot leading
hospitality industries of London; it conducts its operations in many countries. The main
significance of the organization is the their way to deal with their customers, all the
employees and staff members are well trained in order to provide better facilities and services
to their customers, this helps in gaining the trust and loyalty of the customers and helps the
organization in maintaining its top leading position. The reasons of using customer services:
 Helps in providing comfort and satisfaction to the customers
 Helps in maintaining the attention of the customers towards the organization
 Create better opportunities for organization along with its employees.
 Provide competitive edge to the hotel
 Motivates the customers to revisit the hotel
 Helps in maintaining the top leading position
 Allow the staff members to gain some knowledge regarding their core customers.
These are the some benefits of using customer’s services, as they are the basis upon
which working of the hospitality industry depends. Visitors are main essence of the hotel, it
is very important for their employees, staff members, leaders and managers to lay emphasis
upon the needs and desires of the customers in order to come up with the techniques that
helps in gaining the attention of the customers towards the hotel. It also helps in maintain get
competitive advantage in ever increasing competitive industry. As the competition is
increasing the desires and the expectations of the customers are increasing simultaneously, it
creates pressure upon the organizations like Hotel Hilton to concentrate even more upon the
concept of customers services.

1.2 Discuss the purpose of evaluating the customer service policy.
Customers services are the main unit of the functions of the organization, while on the
other hand evaluating these services are essential in order to ensure the growth and success of
the organization. These are the measure though which organization can assist the core areas
where it needs to focus. This evaluation helps in generating the idea about the strength and
weaknesses of the organizations like Hotel Hilton. The effectiveness of the customers
services depends upon the customer’s level of satisfaction, if they are effectively satisfied
and motivated to visit the hotel again than services are planned and conducted as per the
requirement. The well planned customer’s services are the basis which is used to ensure the
growth and development of the firm. Satisfies and motivates customers are the example of
well planned and coordinated customer services, which can be seen in Hotel Hilton and
Hilton York. For ensuring better services and the facilities to the customers it is very
important to provide training to the new and old members of the staff so that they can
conduct their duties effectively, and helps in growth and development of the organization.
Developing and orienting staff members is very important in order to ensure the desired
working of the Hotel.
TASK 2
2.1 Evaluate different methods of communication.
Communication is the most important aspect of the hotel and hospitality organization.
Effective communication helps in evaluating and analyzing the various aspect of the
organization, which is used to examine the various aspects of the firm. The communication
method is divided into so many measures:
Face to Face Communication: It is the method of communication in which people interact
directly with each other; it is the clearest form of communication, which is used widely.
Written Communication: It is the clear form of communication in which messages are
delivered in the written format. This technique is not suitable for lengthy and complex
messages.
Formal Communication: It is the method of communication, which takes place only
because of some special and specific reasons, formal communication are the initiated only
when there is some important and crucial occasion occurs.
Informal Communication: It is the communication process which is initiated because of
some business reasons but in a very informal manner.
In hotel Hilton, effective communication is the most important aspect in order to ensure
the growth and development of the hotel. It helps in sending and receiving messages in the

most effective manner, and understanding the needs and desires of the customers in order to
make sure that organizations is running in the most efficient manner.
2.2 Analyze how customer perception is influenced by customer service provision.
Customer’s needs and the expectations are very essential for the hotel and hospitality
organization, they work in order to fulfill the needs and desires of the visitors so that they can
achieve the competitive edge in the market. Customer perception is the way they assess the
services provided by the organization to their visitors in hospitality industry. These services
are the guidelines which are used to analyze and examine the working of the organization.
The satisfaction level of the customers depends upon the services provided to them, if hotel
provides better services and provisions to the visitors than in that case it is very essential for
the firm to lay focus upon the level of satisfaction of the customers. Customers services are
the main unit of the functions of the organization, while on the other hand evaluating these
services are essential in order to ensure the growth and success of the organization. These are
the measure though which organization can assist the core areas where it needs to focus.
TASK 3 AND TASK 4 ARE COVERED IN PPT.
CONCLUSION
From the above report it can be concluded that customer’s services are very important in
order to provide the growth and development of the organization. These provide guidelines to
the organization on the basis of which they manage and surpass there duties so that their
services are effective enough to earn the trust and loyalty of the customers.