Customer Service Report - Customer Service Policies Analysis

This report provides an in-depth analysis of customer service policies within the hospitality sector, with a specific focus on the Marriott hotel. The report begins by defining customer service and its importance, then delves into customer service policies (CSPs), their components (vision, guidelines, accountability, image), and the evaluation of these policies. It examines different communication channels, including mobile communication, social media, websites, and verbal/non-verbal methods, and how they contribute to customer satisfaction and loyalty. The report also explores the evaluation of CSPs, emphasizing their role in enhancing service quality, employee motivation, and organizational image. Furthermore, it discusses various communication methods employed by businesses to promote their services, and the significance of customer relationship management (CRM) software and technologies in delivering and designing policies. The report concludes by highlighting the importance of training and development programs for employees to improve their skills and knowledge, ultimately leading to increased customer satisfaction and business success.

Customer Service

TABLE OF CONTENTS
INTRODUCTION ..........................................................................................................................1
TASK 1............................................................................................................................................2
1.1 ..........................................................................................................................................2
1.2...........................................................................................................................................4
TASK 2............................................................................................................................................6
2.1 ..........................................................................................................................................6
2.2 ..........................................................................................................................................7
TASK 3............................................................................................................................................9
3.1 ..........................................................................................................................................9
3.2 ........................................................................................................................................10
TASK 4..........................................................................................................................................11
4.1 ........................................................................................................................................11
4.2 ........................................................................................................................................13
CONCLUSION .............................................................................................................................15
REFERENCES .............................................................................................................................15

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 power as well as ability to select better products in a 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 discussed 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
Policies of Customer services (CSP) which are drafted as to communicate with clients
that what they expect regarding work from the company. It will considers 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 assist 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 a 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 disparity. 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 an 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 provides 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 a
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 a 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 evaluation 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.
1.2
CSP evaluation is define as a process of concreting facilities which is provided by the
enterprise. They have been comprehended the large number of its buyers. Customer services
policies is one of the main and important part of every company because without this an
organisation can achieve high productivity and profitability in a systematic manner. Evaluation
of CSP which is very essential factor to maximise the growth and success of an enterprise. They
will be capable to give better facilities and services to their potentials or target customers
(Customer service, 2017). They offers different kind of communication channel such as
promotion, publicity, public relation shaping prices in order to attract large number of the
visitors. An effective buyer’s facility strategy which has to determine with considerable
changes. It will based on the needs and requirements of the targets & potentials customers.
Buyer’s services is much becoming the players of business flourishing operations.

Buyer’s facility and their effective management is critical to winning successes of industry.
Mentioned hotel provides training on clients services to whole staffs (Groth and Grandey, 2012).
Policies regarding customer services which permit workers to analysis their responsibilities and
roles for entire. Employee’s development is an important form of alternative performance
improvements in enterprise. It is critical that the learning transport into work place. It is reviewed
due to activity of evaluation and assessment in order to make its success and growth. There are
several points that define aim of evaluating CSP are as follows:
 Buyers services policies evaluation which will support in giving quality services and
products to the clients either potential and target in a consistently.
 Motivates employees and workers who are capable in order to maintain as well as attain
the services quality level.
 Evaluation of CSP that will enhance the organisation image and set long term goals.
 It supports to determine the satisfaction level which the clients acquire from the
employment providers.
 It will help Marriott hotel in distributing as well as assigning their resources in a more
competently.
 CSP evaluation, company can reduce all issues and problems which are present in this
business.
 Main purpose of this in improving service quality and achieving growth as well as
success of the firm (Hoppenfeld and Buckley, 2012).
 Developing better structure which is essential in order to attract large number of the
buyers in an efficient manner.
 Aim to give customer satisfaction faction and develop different kind of section.
All purpose are very important in evaluating customer services. Because with the assist of this
proper evaluation will be complete in a systematic manner. Above all are essential part of the
organisation in order to fulfil byers satisfaction level and attain high profitability and
productivity. Main aim is to deliver quality products and all information due to their goods and
facilities with the use communication channel. In this business should be try to give different
kind of training and development programs to their staffs. So each and every employees attend
this section and increase their skills and knowledge in a essential manner. After that, talented and

experienced members give motivation factors to their subordinator. They will be attract and
achieve mission and vision of the business in a suitable manner.
TASK 2
2.1
Communication define as an exchanging information, ideas, images and sounds. With the
help of this company solve their all issues and achieve high profitability in a systematic manner
(Channel of Communication: Types & Definition, 2017). It will includes different kind of
communication such as verbal i.e.: telephone, television, radio, face-to face and others etc., non-
verbal i.e.: gestures, body language and another, written such as books, letters, internet,
magazines and other social media etc. Various types of communication method which play
important role in promoting and advertising company services and products in essential way. In
this cited business apply Mobile communication, Social media, Websites, Face-to-face,
Broadcast media, written communication etc. Those are significant in increasing business sales
and revenues as well as attracting large number of the customers. Those are significant in
increasing business sales and revenues as well as attracting large number of the customers.

Mobile communication: It is one of the main and important factor which is apply be each
or every organisation in provide essential information to their clients in a efficient manner
(Hulley and et. al., 2013). Manager of Marriott use this approach due Mobil apps i.e. MMS's and
SMS’s, with the use of this they can easily communicate with their present buyers.
Social media: It is also another significant factor which is apply by all enterprise in order
to attracting large number of clients. In modem world, many persons are connected to it because
it give all necessary information in minimum time. In during the days, various peoples are
affiliated with another different networking sites. From the same, manager of the industry use
this techniques for transmit their all information, ideas and expectations regarding products or
services. In other words, with the support of this tools administrator also convey his
communication to the collective. There are some social web sites like Facebook and twitter
which is use of the Marriott manager in order to connect all persons. Cited industry use Google+,
Facebook and twitter to encourage its services and culture.
Websites: It is another essential way which is apply by the company manger to
communicate their buyers due to developing company own internet site. Examples: Marriott has
developed their websites is “www.marriott.com/www.marriott.com/”. It is very important to
connect large numbers of the clients in a particular products or services.
Verbal: It is also define as a personal communication which is very important in
identifying customer’s expectation regarding products or services (Jahanshani and et. al., 2014).
This type also uses company in achieving high profitability and productivity as well as fulfilling
buyer’s satisfaction level in a systematic manner. It will help in determining the taste, lifestyle,
preferences of the buyers. It will save the time for the organisation. It is one of the main and
essential part of customer services because with the help of this company can attract large
number of the customers regarding specify products of services.
Non Verbal : Loud speakers, TV and radio are fall within this approach. Hospitality
industry use this in addressing all mass audiences. With the use of this approach, company can
introduce their creative services and innovative products as well an important information about
them. This techniques considers as a promotion, publicity, advertisement and public relation. In
this company show their commodity in television and newspapers it is known as advertisement
process. With the help of knowledgable and expert an organisation achieve their goals and
objectives in a short duration.

Written communication: It is also very important method which is used by each and
every organisation in order to communicate their present their potentials and targets buyers
(Hoppenfeld and Buckley, 2012). It includes different facts such as memos, policies, letters,
notices, manuals and another announcement etc. In this company conduct survey and identity
the current trends of the market and customers expectation. 2.2
Hotel business as well as hospitality industry are completely dependent on the service
quality which is offered to their buyers. Cited company is capable to give superior and excellent
service quality in comparison to challengers, so in this way clients will prefer and go hotel
(Jasmand and et. al., 2012). From the same, better services quality which is very essential for the
firm in order to attain long as well as short term goals and objectives in a systematic manner.
Due to this, they deal with futures products and increase their sales in an effective and efficient
manner. In other words, hotel is do not able to deliver and supply quality services to buyers. In
this way perception of customers that will negative regarding them. Price of the product which is
also influenced their perception because it is a main contributing factors.
It is positively effects quality conceptualization for a goods. Still, it is significant because
price are fix at the accurate level either high or cheaper. Moreover, identify service quality which
is define as a tendency so it is play essential role in large participation company. It includes the
high communication among the service suppliers and buyers. Perceived SQ (service quality) that
represented as a universal methods and decision, both are concerns as a benefits of a service.
Buyers measure perceptions by their expectation when assenting the company services. Buyer’s
perception are essential in each and every framework of product (Lages and Piercy, 2012). An
enterprise can meet whole stated requirements and buyers expectation regarding service or
products.

TASK 3
3.1
Marriott is a successful hospitality industry in United Kingdom, they provide different
kind of services such as Free Wi-Fi, reasonable price, comfortable bad and other services to their
clients. In Occasion they provide discount on room charge and product cost. So it is very
essential in order to meet the buyers expectation as well as requirements in a systematic manner.

Company is capable to attract big numberer of the buyers towards (Hoppenfeld and Buckley,
2012). In other word, hospitality firm is never capable to satisfy their buyers requirements and
needs as well as not fulfil their satisfaction level, so that it will suffer its potentials clients and
new buyers.
Information sources: There are different kind of information sources which are present in the
organisation to access all information about the expectation and requirements of customers are:
Customers: It is one of the main and important sources of information. In this way manger of
organisation that will personally ask every buyers regarding its needs or requirements as well as
whether etc. From the same, his or her are satisfied as well never with the service quality which
is given by hotel.
Staff Members: They also provide lot and necessary information regarding customers
satisfaction and requirements. They are identify as a person and they interact with clients.
Management: They are also very important part of the organisation and give lot of information
about buyers needs and wants (Hulley and et. al., 2013). They are mainly divided into three parts
such as top, middle and lower level management. They are communicate with each others upper
to middle and middle to lower is a chain which is follows all enterprise.
Customers Records: Past records of the buyers which also help in gathering all information. In
this all content like: background, income level, taste, lifestyle and other basic information
regrading buyers which help in identifying primary requirements and fulfil satisfaction level.
Accurate record is very important part of customer service. Each and every company keep
dealings records with their buyers.
Buyers Feedback Forms: It is another essential method to collecting important information
regarding necessitate and satisfaction. This will define the all message like its background,
culture and other info. It is necessary factor in order to complete all needs and desire of the
customer in a systematic manner. With the support of this an organisation can gather all content
and fulfil their satisfaction level in an effective or efficient manner.
Customer survey: It is one of the popular and essential method of information, it give insight
info like motivation and attitudes of the clients due to products or services (Jahanshani and et.
al., 2014). It will complete by the enterprise.