Analysis of Customer Service and Communication at Savoy's

This report examines customer service practices at Savoy's Hotel, a major hotel chain. It begins by outlining the reasons for implementing customer service policies, emphasizing their role in maintaining service quality, staff discipline, and addressing customer needs. The report then evaluates the purpose of assessing these policies, highlighting their impact on future staff training and development through feedback analysis and identification of training needs. The study further analyzes different communication methods, such as verbal and nonverbal communication, and their effective use within the organization to enhance productivity and financial success. Finally, the report explores how customer perceptions are influenced by the service provided at Savoy's, emphasizing the importance of understanding diverse customer needs and expectations to build brand loyalty and maintain a competitive edge in the market. The report provides insights into customer satisfaction and the impact of service quality on customer behavior and perception.

Customer service

Table of Contents
INTRODUCTION ..........................................................................................................................1
Task 1...............................................................................................................................................1
1.1 The reasons for using customer service policies in Savoy's.............................................1
1.2 Purpose of evaluating customer service policy which can assist future staff training and
development in savoys...........................................................................................................3
Task 2...............................................................................................................................................4
2.1 Evaluate different communication methods and how these are effectively used in
organisation............................................................................................................................4
2.2 Analyse how customer perceptions are influenced by customer service provision at
savoys supported with examples............................................................................................5
Task 3...............................................................................................................................................6
3.1 assessing the sources of information on customer requirements and satisfaction levels at
the Addenbrooke hospitale.....................................................................................................6
3.2 Primary research on the customer requirement and satisfaction level for the savoys' hotel.7
CONCLUSION................................................................................................................................7

INTRODUCTION
Consumer behaviour is the study for those individual customers, groups and organisation
who select buy and use the products and services. In this way, ideas developed for satisfying the
needs and wants. It determines actions of the consumers within the marketplace to underlying
motives for the actions (Bongoni, Steenbekkers and Dekker, 2013). Further, it refers with
decisions process and physical activities that assists to individual to engage customers for
evaluating, acquiring and disposing of the goods. There are various characteristics exists which
impact on their behaviour such as personal factors, marketing factors, etc. In this context, present
report based on the Savoys which is the largest hotel chain who provides different types of
products and services in the market. They engaged in several activities that assists to meet with
goals and objectives in systematic aspect.
For gaining insight knowledge of the company, present report covers reasons for
customer services policies in the selected enterprise. Furthermore, it includes purpose for
evaluating services within the enterprise that assists to create effective functioning. Moreover, it
includes customer perception that influence by position that can be supported to the organisation
in systematic aspect. At last, report determines sources of information on the customer
requirement and satisfaction level at the chosen business environment.
Task 1
1.1 The reasons for using customer service policies in Savoy's.
Savoys is the hotel chain organisation in which they are focusing to the best costumer
services in their organisation. Some issues regarding the costumer service due to the policies are
not mad for the savoy's hotel (Sirgy, Lee and Grace, 2016).
Costumer services: it refers to the fulfil the needs of costumer in different way to maintain
their comfort in a different ways. It can be professionalism and quality providing to the costumer
this all the part of the customer services (Kotzur, Torres and Boehnke, 2017).
Costumer service Polices: the polices refer to the proper rules and the regulation for the
betterment of the customer in the organisation. To welcome the customer or the behaviour of the
staff in the services industry is the important polices for the organisation. The reason behind the
using the costumer service polices because of following reasons:

 To maintain the quality of different services in the organisation: the savoys
using the costumer service policies to maintain the service give to the customer in
the hotel in which they had committed to the guest to delivered the quality
services in the savoys.
 Disciplined among the staff: the reason using the costumer service polices is to
discipline the staff in the hotel to be polite and decent behaviour in front of the
costumer in which they feel comfortable in the communication with the hotel
staffs (Bongoni, Verkerk and Steenbekkers, 2015).
 To reflect the need of the costumer: using the customer service polices to
reflect the need of the costumer on the hotel. It can be the response or the trust
building for the customer to ensue that the service will be according to their need.
Also to get the attention form the customer (Holzmann and Schmid, 2017).
 To ensure enhanced service to customers: The reason behind the consumer
service police is to ensure enhance the services to customer and to provide
guidelines for the employees on how. Before putting such a policy in place, it
would be prudent to seek the advice and feedback of the employees that interact
with customers directly they are the ones that would have the most accurate
information of what customers seek and where the organisation lacks (Bruwer,
Jiranek and Saliba, 2014). In addition, it is these front-line staff who will put the
guidelines into practice and hence involving them in the formation of the
customer service policy would be a smart move.
 To support the system of the organisation: this is also the main reason to use
the customer services is to support the system of the hotel in which the proper
arrangement can be made for the costumer. The employees will understand their
role and responsibility to provide the better service to the guest. The well define
customer service policy will ensures that the organisation will make the efforts to
fulfil their requirement (Garcia and Ruiz, 2016).

1.2 Purpose of evaluating customer service policy which can assist future staff training and
development in savoys.
To every organisation costumer service polices are important to fulfil the needs of the
organisation. Evaluation of costumer service policy which can be assists future staff training and
development in savoys for the maintain the services (Bishop, Martin and Boies, 2016). The
feedback from the costumer is the important to asses the staffs training and development in the
future. The proper behaviour and attitude can be generalised from the costumer services. The
targets achieve from the staff van be measured from the policies in terms of time investing for
particular customer. The training needs analysis can be easily identified from the customer
polices in which the have to do some work in a time and staff is not able to manage then the
customer dissatisfaction can be seen and the commitment failure due to the staff efficiency and
improper work (Rimkute, Moraes and Ferreira, 2016). It is necessary to have improved focus on
the training for development of employees. It also assist in meeting the needs of employees.
Diverse decisions can be taken into account for effective development. Also, quality control can
be advanced within team through appropriate application of intensive supervision. It is also
referred as measures which assist in productivity also to advance the customer service skills. It
helps in meeting goals and objectives. This can be in any forms, as in increasing the bonus, the
status in the organisation or even organising a special event. In a nut shell, happy employees
provide excellent service, thus making the customers happy and make them come back again
(Kumar, Kar and Mathur, 2015). This increases the profit and also the bonus for the employees,
which makes them happy. This cycle is very crucial for any customer based organisation to stand
out from the crowd. The overall training and development can be focused on the improvement of
the employees in their personality which can be easily provide the service to the costumer and
the commitment can be fulfilled. The customer service policy have to be implemented on the
basis of education of the staffs in the organisation ( Minton and Kahle, 2016). If the polices are
not according the employees than their is conflicts can be arise at the time of the communication
with the costumer in which the organisation may effect on their services. As result the training
and development of the future staff will be easily helpful by evaluating to the reviews from the
costumer and the services according to the policy.

Task 2
2.1 Evaluate different communication methods and how these are effectively used in
organisation.
To every organisation the communication is the important aspect for the day to day
operation. Need of effective communication in the organisation depend on the business and the
consumer. The savoys hotel it totally the service industry in such organisation the
communication is important to deal with customer (Songa and Russo, 2017). Different
communication methods can help for more effective communication in the savoys hotel such as
verbal and nonverbal communication.
Verbal communication: It is considered as one of most critical aspect because it helps in
developing diverse standards. In addition to this, it can be said that verbal communication allows
to have better consideration of factors like sound, specific languages and the spoken word may
be used. It also helps in offering face to face conversation in order to meet the workplace
standards. In context to modern era the diversified information can be shared with members in
effective manner by having development of verbal communication skills. Along with this,
significance of information can also be shared effectively (He, Cai and Li, 2016). It is also
necessary for business firm to set out few standards in regard to verbal communication so that
proper development can be taken into account.
Nonverbal communication: In order to have effective communication within business firm
because it helps in understanding the behavioural values. With an application of non-verbal
communication the physical values can be promoted in order to have efficient communication.
By having a consideration of such aspects the ideas can be shared effectively. Also, the facial
expression and further aspects need to be used properly in order to have appropriate
communication. In this, message is shared through display so the individual's voice is not
necessary to refer (Sundar, Benedict and Ravindran, 2016). It is also referred as method which
allows to have appropriate learning about the touch, but it is possible to have miscommunication
if person is not a good observer.
Therefore this different methods of communication be used achieve the better results. It can be
effective for the organisations in terms of

 Lower employee turnover: effective communication will lower the employee turnover
ratio. Employees fell part of the organisation with continues communication (Sundar,
Benedict and Ravindran, 2016).
 Increased productivity: it can also be effective to increased the productivity of the
organisation with coordination of the employees.
 Financial success: the effective communication will be used to improve the financial
success. The stakeholder will make the strong financial success with effective
communications in the organisation (Bongoni, Steenbekkers and Dekker, 2013).
 Better customer services: it can effective for the better communication with the
costumer and also help for the organisation in terms building trust of the guest.
2.2 Analyse how customer perceptions are influenced by customer service provision at savoys
supported with examples.
To every organisation the key to success if the costumer perceive their brand with
different perception that means the practices of the organisation is not appropriate. The
organisation always have the different services if the services once not fulfilled to the costumer
than the perception towards the service of the organisation according to their commitment. The
biggest challenge of the organisation is the nature of the costumer and the attitude towards then
organisation of any particular things (Sirgy, Lee and Grace, 2016). Different customers have
different needs so it is necessary to have proper understanding about such values whole
providing the same products in very different ways. In addition to this, it can be said that by
having an effective development of diverse measures the needs and expectations can be
identified properly to meet objectives. If consideration of such values is efficient then it will
impact the customer behaviour and lead business firm to impressive level of success. To
influence the customer perception is critical to further business and market goodwill (Bongoni,
Verkerk and Steenbekkers, 2015). It is important for many organisation to differentiate the
organisation and the perception of the customer. The savoys hotel customer perceive that the
services of the hotel is not according to their commitment but the different customer have the
different perception. It is necessary for businesses to provide highly competitive aspects so that
better market share can be attained. It is also significant to have better development of products
so that customer base can also be advanced in desired manner. We discussed in the previous

exposition that customer satisfaction does not suffice now, and hence companies have to make
concerted and consistent efforts to gain customer loyalty. We know that it takes a long time to
gain customer loyalty, and this happens only when a organisation is able to influence customer
perception consistently in its favour (Bruwer, Jiranek and Saliba, 2014). Though the consumer
haven the different perception towards the brand of the organisation in which they try to make
their own interest and like dislike will be matter for organisation. Sometime the services are
according to the customer demand but the infrastructure and other facilities are not able to bring
the comforts to the customer the the perception of such costumer can be the reason to influence
the image of the organization. The more the customer perceive their perception that organisation
have to ask for their requirement to to mange their needs (Sundar, Benedict and Ravindran,
2016). The provision are not made for the customer to perceived any image for the organisation
but to meet their need and the betterment of the savoys.
Task 3
3.1 assessing the sources of information on customer requirements and satisfaction levels at the
Addenbrooke hospitale.
The Addenbrooke's hospital is an international teaching hospital in the Cambridge. It is
based on the Cambridge biomedical campus. The total beds in the hospital more than one
thousand. It has all the facilities and renowned hospital but some of the service are not able to
fulfil the patient needs and the services in then hospitality is able to remove the patient diseases
or the move is to keep healthy to them (Sundar, Benedict and Ravindran, 2016). The source of
information on customer requirement and satisfaction level can depends on the treatment and the
doctor speciality in the hospital (He, Cai and Li, 201. To check the satisfaction level of the
customer with different pricer of the service provided to them. The customer can be measure on
the certain basis such the ask them to service about the hospital and the treatment revived in the
Addenbrooke hospital is meeting the customer need or not. Once the communicate with
consumer for their satisfaction the more chance of getting the better result from their treatment.
Also the hospital have to be in the better location so the consumer can be easily reach their and
the proper place will be sometime save the patient life. It is indicate that the hospitality
organisation are focus on the making money rather than save life. A small mistake can takes
someone life. The better resource availability the customer make the proper satisfaction which
can influence the customer. The total waiting time to the patient can be measured their level of

satisfaction. The doctors role in the treatment of the patient can be the part of the in information.
Somites tom find out the point then gaps to not able to fulfil the needs of the customer can be the
very important in terms of the customer requirement and the satisfaction. The gap should be on
the basis of the customer feedback and try improves the according to the requirement to the
customer in the hospital. The more the facilitate are in the hospital which is necessary form the
customer and the motive is to give the better service. They have to know their competition in
terms of the number if service they provide and Addenbrooke hospital have some service which
are able to fulfil they needs of the costumer sand they also satisfied the customer in terms of the
special does such as the cancer treatment and other disease (Songa and Russo, 2017).
3.2 Primary research on the customer requirement and satisfaction level for the savoys hotel.
Primary research is will be done for the specific issues on the basis certain question. It
can be done through the help of questionnaires or the small interviews or the survey of small
group. To research on the customer requirement and the satisfaction level certain question need
to ask to the customer (Sundar, Benedict and Ravindran, 2016).
QUESTIONS:
 Primary research is will be done for the specific issues on the basis certain
question. It can be done through the help of questionnaires or the small interviews
or the survey of small group. To research on the customer requirement and the
satisfaction level certain question need to ask to the customer.
 QUESTIONS:
 Q.1. Do you satisfied with the Behaviour of the hotel Staff?
The reviews of the five visitor who are giving their feedback on the behaviour of the hotel staff
is not the satisfactory ratio. The one of the costumer feedback determined that they have some
issues with personal level with the staffs in which customer is offended.`
◦ Another customer ask the same question about the behaviour in which they
share their experience in which they're not able to proper response from the
staff.
◦ The third visitor give feedback on the satisfaction level of the customer in
terms of the behaviour of the staff. They find that the staff was properly

coordinated well and they help so much whenever the costumer needed. So
the third visitor has the better level of satisfaction with the staff behaviour
Q.2. Are you satisfied with price ?
To known the customer satisfaction with the price of the hotel with the responses of the visitor.
◦ The first visitor is not satisfied with the price and according to the price the
serves mare not provided to him. He has also some issue in terms of the some
commitment made by the hotel and they charge the price from the customer
just because of this they are not satisfied the services of the hotel.
◦ The second response from visitor think about price is also not satisfactory in
term of the high charge and hotel is not able to give parking facility inside the
hotel due to theft of the vehicle and Solomon from outside damage the
customer car.
CONCLUSION
From the above report, it can be concluded that Savoys is the biggest hotel chain which
provides several kinds of goods and services within the market. In this aspect, report identify
reasons due to which policies of the enterprise determines for the consumer services in the UK
market. Furthermore, it summarized about customer service policies that assists to create staff
training and development in the business unit. Moreover, it articulated about the different types
of communication methods through organisation can develop their profitability at workplace. It
includes verbal communication, non-verbal communication, etc. In addition to this, there are
different methods through better performances can be creates at workplace of the organisation. It
can be effective for the business unit such as lower employee turnover, increased productivity,
financial success and better customer services.
Along with this, primary research has been taken to analysis satisfaction level of Savoys
hotel for developing through questionnaire. Small sector enterprise need to focus on the
satisfaction level of customers through developing certain questions with business outcomes. At
last, questionnaire has been prepared to develop effective functioning in the business
environment.

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