Comprehensive Report: Evaluating Customer Service Policy

This report provides a comprehensive evaluation of customer service policies, focusing on the reasons for their implementation and the purpose of evaluating them for future staff training and development. It analyzes various communication methods and their effectiveness, along with how customer perception is influenced by service provision. The report assesses sources of information on customer requirements and satisfaction levels, conducting research for a selected business and suggesting potential improvements. Furthermore, it addresses the delivery of customer service in a business environment and reviews personal performance in service delivery, offering recommendations for enhancement. This document is available on Desklib, a platform offering a wealth of study resources, including past papers and solved assignments, to support students' academic endeavors.

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Customer service
By
Date
Name
Lecturer’s name

CUSTOMER SERVICE
Contents
Introduction...........................................................................................................................................3
1.1 Discussion on the reasons for using customer service policy..........................................................3
1.2 Discuss the purpose of evaluating a customer service policy, indicating how this can assist future
staff training and development.............................................................................................................5
2.1 Evaluate different communication methods and how these are used to best effect......................6
2.2 Analyse how consumer perception is influenced by the client service provision............................6
3.1 Assess sources of information on customer requirements and satisfaction levels..........................7
3.2 Carry out research on customer requirements and satisfaction levels for a selected business,
suggesting potential improvements......................................................................................................9
4.1 Deliver customer service in a business and service environment....................................................9
4.2 Review own performance in the delivery of customer service and make recommendations for
improvement.......................................................................................................................................10
Reference............................................................................................................................................12
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Introduction
In the wake of having assessed the customer advantage approach of Le Meridien and having all
around that genuinely matters appreciated why each hotel needs an astoundingly made one, we ought
to now move on to survey a customer system. Frameworks of customer affiliation help in surrounding
the technique for membership advancement and sticking to standards of the same. It what's more aids
in filling in as a gage to the estimation and self-assessment of the brand. Motels being astoundingly
customer questionable with a monster space for contact with the customer should be careful and
aware of the difficulties that their error in transport can get it.
1.1 Discussion on the reasons for using customer
service policy
Now a day’s people want to upgrade themselves in this modern world, and they are upgrading
themselves very much smoothly. Now the communication system has reached the zenith because
people now days always connected to each and everyone via mobile phones and the other social
networking sites. So it is easy for everyone to communicate with anyone. This is not only benefited
for the human race but also the big advantage for the modern day business in the world. This helps
any business to expand themselves in all over the world, and it is very much true that all huge
business totally depends upon the modern day communication. Now each and every business needs
feedback from the customer about their service or the product because customer are the only thing for
whom the business is running and for the comments, they need to make the way of communication
and those communication channels are the social media sites, websites and the phones. In today’s
world, the customer always wants an active business service from the business holder where they can
remove their queries. For that now the online sales are growing strongly because in online business
people can check out the product details on a regular basis and can ask frequent question to the
customer service executive about the product, After the purchasing the product they can get the
particulars of the product from the day of shipping to till the moment of the delivery. So for creating
the right business, the company should create channel or media for the communication purpose. The
communication system makes a company more responsible and loyal towards their customer, and this
makes the customer more flexible towards the enterprise. So the quality of the service has reached to
the competitive level which has now become the necessity for both the customer and the company. As
per as the research, their one-third of the client is leaving or moving out from the business because for
the bad communication and for the hostile response from the customer service executive. For that
reason, the company should become strict regarding their customer service because that is the central
fact which helps the company to communicate with the client and helps the company to hold the new
client.
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A system should be set up regarding the customer complaint and the feedback about the service they
are getting from the enterprise. In that case, a company should maintain a log shit for keeping the
record of the customer which will help them to improve the service. At first, the company should take
the phone number, name and address of the client after that the name of the employee who is
receiving complain of the feedback from the client, date and time of the complaint when it has been
received, the category or the nature of the complaint which has been received. Then about the action
which has been taken by the company to solve the problem, then the time and date of the solution and
whether the customer is satisfied or not after that suggestion to avoid this kind of problem shortly.
•Provision of organisation to the client and in this manner ensuring satisfaction of the
customer of the institution or a trade
•Service Policy – set of rules for the labourers to enhance their customer association
•Strong stamp – Efficient structure – Increased customer steadfastness – Better loyalty to the
brand – Increased Revenues and Publicity – Augmented Brand Value
•Policies change across over relationship in light of the client profile and needs
Customer Service is the affirmation that a client expects for the wage doled by them for the
organisation that they buy. The commitment of the authority community is to ensure that the
customer leaves satisfied and returns. As a structure for heading of the exercises of the
delegates in passing on the organization for the client, a course of action is to be portrayed,
which the customer's advantage approaches are. Power transport to the customer and business
advancement is a constant cycle as showed up.
Overview of Le Meridien, London
•Owned by Starwood Hotels and Resorts, an overall prohibitive stress in cheerfulness
•Rich legacy of forty years with more than 120 lodgings in 50 nations
•Known for its gleam and warmth in all groupings of convenience
•Signature stamp in movement of significant worth sustenance and refreshments as well
•Extraordinary property gatherings realising high purchaser dependability and reliability
Le MERIDIEN and Starwood Hotels require no remarkable partner due with their
inescapability and notoriety worldwide over all classes of individuals. Settlement, sustenance
and drink, escort, distraction, slackening up, they have all alternatives under single with
different choices under one form. This is a laudable occasion of the cycle appeared in the past
slide. Meridien has fabricated its photo through association, and a good organisation has
guaranteed them a huge footfall and occupations which like this has helped in empowering
their photo.
Customer service policy of Le Meridien
•Focus on the client and customer drove exercises
•Emphasis on working with the regard offered to the customer
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•Unique program remunerating the customer for their commitment – lifetime recovery
options, free night times on phenomenal days
•Extraordinary boutique of motels considered an extensive variety of prerequisites
•Ever-welcoming nonstop guests without any containments or waitlists for them
Le Meriden relies on upon five spines of client association, four of which pull in new
customers to the lodge and the fifth one is imperative to their returning to the inn and as time
goes on binds them up to the brand without hunting down different choices. Evidently, it is
the primary striking point holding up over the world that rewards the clients for their usage.
The client here is no more a customer after they advantage an association and from this time
forward change into the visitors of Le Meridien. The Preferred Guest program guarantees that
they unequivocally return with no worry and are invited at all conditions with similar power
and warmth.
1.2 Discuss the purpose of evaluating a customer
service policy, indicating how this can assist future staff
training and development
Review of the policies
•Customer is the main thrust of business at Le Meridien
•Quality of administration conveyance critical to effective showcasing arranging of
administrations
•Good administrations - > Positive informal - > Increase attention
•Bad/inadequate administration - > Bad Breath - > Decreased deals and negative attention
even among existing clients
•Requirement of a controlling power convenient at all circumstances to guarantee that at no
time of time they go astray from set gauges
•Pre-characterized norms required for exact administration conveyance and self-assessment
Business is not just about making, offering and wage time nor is it pulling in new clients
through clear thought. It is a cycle of occasions starting from the thing/association and
fulfilment with brand regard. By uprightness of a lodge since the deliverable is undefined, the
multifaceted method for association development is essential with most over the top care
practised to guarantee that nothing leaves put. Despite guarantee consistency of association
transport, a client advantage method is required.
"The Le Meridien Group of Hotels is a staggering expert relationship of invitingness
associations that has, may and will concentrate just on the client at all conditions. The client
should guide and lead the business, and any level of customization of the bound associations
might be done to develop their standard of fulfilment, amplify their respect and over the long
haul complete their photo steadfastness" (Ove and Marie, 2004)
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"The Berkeley being an unimportant property needs to keep up its association levels at all
conditions through which they may pull in and hold clients. Any slight flaw is will no ifs
and's or buts diminish the measure of stars surrendered to them. To guarantee that they don't
go amiss from the guaranteed standard of association to the client and dependably hold fast to
their quality, a strategy of customer organisation is in this way made."
2.1 Evaluate different communication methods and how
these are used to best effect
Suitable correspondence is an essential piece of organisation movement and shopper
faithfulness in a delicate customer affiliation like a motel. The attempts of client team are
arranged with a specific end goal to have the ability to pass on the teams that the customer
requires capably and in a split second and accordingly take feedback from them and have the
capacity to understand any society movement related issues. In this way, correspondence
whether vis-à-vis or not is essential for the honest to goodness advance of associations (John
and Edmund 1999). Besides, it is the best instrument for assessing the requirements and
necessities of the customer and in like way trim the offerings of business, in this way making
it more customer driven.
Advantages of good communication
The need for good correspondence is called for when there ought to be quality and clearness
in the communication for the client. Each from now on ought to develop their particular style
of communication so they may satisfactorily and speak with the client. Of course, poor and
inadequate communication may act inimically on the customer and show a disaster to the
business, and along these lines, advantage work should have the ability to take most
extraordinary care in the association with the customer. Therefore the particular sorts of
correspondence have been recorded underneath so that each staff may pick the sort pleasing
to them and after that make themselves in like manner.
Communication Type Quality criteria Benefits
Intrapersonal Guide Face to Face or via
telephone
Bravo on one or
correspondence among little
gatherings
Interpersonal Communication with others
by phone or another medium
Ideally, suits in all situations
Group Direct communication is
done within a group
Useful for brainstorming
sessions and decision making
Organizational Multichannel like computer,
Email, Laptop, Face to Face,
Visuals
The ultimate form of
interaction that helps to
interact with a customer
through message boards,
leaflets, etc…
Other electronic devices like
EPOS and touch screen
system
Timely interaction with
customer and ability to
collate communication from
various points
Efficient and effective
communication especially
when customer is involved
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2.2 Analyse how consumer perception is influenced by
the client service provision
Self-assessment questionnaire
This survey is planned to address the correspondences needs of the staff by feasibly
recognising their style and level of communication and in like way handle the situation.
Close-by a study is also a gadget for self-assessment of the staff with the objective that they
may place themselves in the shoes of the customer and this manner efficiently respond to
customer questions.
Name
Department
Designation
Gender
Show your reaction to the accompanying inquiries from among – Strongly
Disagree/Somewhat Disagree/Neutral/Somewhat Agree/Strongly Agree
1. I express my opinions sincerely and straightforwardly at all conditions
2. I think my style of correspondence and working is better than others
3. I keep up a not too bad eye contact with people while talking
4. I surmise that it’s difficult to examine some person's eyes while talking, in case it is
my higher authority
5. I am excellent at talking and courses of action
6. I am an also nice gathering of people
7. If I don't agree with the customer on a particular point or request given, I ought to
unequivocally express my revulsion straightforwardly
8. don't postpone in being quick with others, paying little heed to the likelihood that
they feel that I am discourteous
9. I seize the opportunity to accept accountability of conditions
10. I take the chance to be in charge of conditions
11. I am cumbersome to demand help if there ought to emerge an event of instability
12. I will advance contribute to others while they require it
13. I am not prepared to talk quickly and unmistakably in enormous get-togethers
14. It is troublesome for me to express "no."
15. I once in a while talk about people behind their backs
16. I may make a walk past to grasp my customer's needs or ought to beneficially put
them away.
3.1 Assess sources of information on customer
requirements and satisfaction levels
Particular models and in truth unusual properties to have the distinctive extent of clients with
changed arrangements of prerequisites. Here we may disengage the customers into three
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classes – business, explorers and the excessive. Needs examination fills in as strategies for
analysing the necessities of the client and requesting their needs. In this particular case, we
will give importance to the customer needs:
 Simple needs
 Complex needs
 Extraordinary needs
The necessities of the customer have been described into essential, baffling and surprising
prerequisites. Fundamental ones are those that are necessary in nature and are superfluously a
bit of the organisation like a perfect room, fitting merriments and viable enlistment,
enrollment to give a few cases. Complex needs go a phase past likes the customer requiring
an update reliably, or breakfast served to him at an early hour. The class of exceptional needs
requires the attempts of the hotel to explore expressly and ought not to be the circumstance of
every customer, in need of a unique menu, a dedicated workforce dealing with him, and so
forth.
Questionnaire for the client feedback
Dear guests,
We ask for you to extra 5 minutes of your opportunity to fill in this review with the goal that
we may serve you better. Your points of interest should stay classified. You may leave those
clear or whatever other reaction which you feel is unseemly to you.
Name
Gender
Age
Type of customer Domestic/National/International (pls. specify nationality)
Profession
•How much of the time do you visit this property?
-Month to month/Bi-yearly/Annually
•Please rate your general involvement on 1 to 5 where one identifies with most exceedingly
terrible and 5 to great
•What is the shot of your returning to this inn?
-Clearly/Could Be/May Be/Surely Not/Never Again
•Will you elude this place to your companions or known individuals?
-Clearly/Could Be/May Be/Surely Not/Never Again
If it's not too much trouble refer to purposes behind 3 and 4 for any choice that you may
stamp
•Any different remarks or recommendations
•What is the most extreme that you have sat tight for an administration in this inn?
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•Have you confronted any circumstance where any of inquiries have been unhandled or
issues not been illuminated?
•Generally how quick is your government asked for prepared?
•On a size of 1 to 5 please rate the general effectiveness of our staff.
Much thanks.
3.2 Carry out research on customer requirements and
satisfaction levels for a selected business, suggesting
potential improvements
Draft of Customer Service Policy
Key points Current practice Proposed new practice
Categorization and
recognition of customer
needs
Continual interaction with
customer
Periodic training of staff and
keeping them updated
Measurement of service
quality
Questionnaires/surveys
answered by them at the end
of their visit
Professional models like
SERVQUAL
Data evaluation and use of
feedback
Macro-analysis with Excel In-depth market research and
use of quantitative tools for
micro-analysis
•To industriously invigorate the staff on their understanding through planning and evaluation
•Self-watching and assessment strategies for the team to upgrade themselves
•Conduct studies and research on the prerequisites and requirements of the customer and after
that arrangement organisations
•Direct customer participation – refreshes for methods and other stuff
•Research-arranged way to deal with be executed at all levels
•More focus on the client.
Since the new model of business and the association strategy is fundamentally an adjusting
exercise by no of new staff would be required. The errand is a course from moving from the
condition of good to excellent and in this manner would require the change of existing
individuals, approaches and theory instead of incepting new ones. The meeting of client
centricity might be fortified through formal research, and the possible results of the same
should be affected in all layers of the association.
On the other hand, client information might be aggregated through individual to individual
correspondence regions where customers may wholeheartedly post their remarks and
feelings. The examinations on these objectives may in like way help in taking in the levels of
fulfilment. Starting now and into the foreseeable future, the original thought ought to be to
advance through structures association which may comparably fill in as systems for reflection
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too. Questions like "Please rate our lodging on a size of 1 to 5" or "Please portray your
incorporation with our motel" or "Generously assess and audit our inn".
4.1 Deliver customer service in a business and service
environment
Customer service- Summary
•Lifetime experience of the client post, earlier and amid the conveyance of administrations
•Service conveyance <-> Satisfaction <-> Loyalty
•Differs crosswise over associations in a similar cordiality industry
•Major driver of business parameters like income and benefit
•Factor affecting brand picture, exposure and brand esteem
Customer organisation is the transport of organisations to the customers at the required time
and style as needed by the customer. The quantifiable bit of the experience is the timeframe
that the customer partners with the expert community. This along these lines shapes their
clear photo of the brand and in this manner the commitment towards the brand. Customer
advantage moreover impacts the pay period limit of the affiliation and extensively the brand
regard. Since it is customer specific, it will without a doubt move from cabin to hotel.
4.2 Review own performance in the delivery of customer
service and make recommendations for improvement
Choosing a service policy
•Better administrations - > Better deals - > Agreeability of the client to pay more - > Better
income - > Accelerated business development
•Service conveyance and strategy takes the crevice between the esteem that the client sees of
the administration and the genuine esteem
•To comprehend the client and their needs inside and out
The prime point of view of a business is to make advantages and improvement which is liable
to what they provide for the customer. The organisation bargains pay advancement cycle
exhibits this. Pay is reliably not ensured through extended arrangements but instead similarly
with steepness in cost. Since the customers base of this hotel is indulgent, they are
unmistakably not esteemed sensitive and are set up to pay more once they see that they regard
they are getting is more. The regard can be extended through better levels of an organization.
Exactly, when there is a positive/negative opening between the genuine and saw regard
advantage movement and game plan accept the part (Yuanqiong, Wenli and Kin, 2011).
Role play: Customer service in a business environment
 Scenario – Housekeeping Manager of the lodging with 25 reporters
 Required to keep up cleanliness and stylistic theme of the rooms
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 Need to manage a furious and continuous client who has located bugs in his overnight
boarding-house to leave without a moment's delay and stay away for the indefinite
future
 Immediately apologises and reallocates the room; additionally, requests enquiry on
the circumstance from the group
 Modifies the arrangement of activity to guarantee that such occurrences are not
rehashed later on
 Adequacy of Management
In this condition, I accept the piece of housekeeping executive with 25 subordinates who
research the organisation of the rooms, their cleanliness and other feeling related viewpoints.
This is an essential capacity team some portion of the transport since a substantial bit of it is
clear and unmistakable. It so happens that one of our ceaseless customers who has been
passing by the motel for ten years, once spots a bug in his bed that has achieved his load and
at no cost agrees to remain paid the hotel.
The matter increased to me was required to be dealt with viable to avoid negative
consideration and loss of a regarded customer. To understand the question I at initially
influenced him to move into another of our unrivalled suites after his examination of the
room, which may be offered to him at an apparent cost. Empower all the concerned staff, and
I apologised to him and ensured that never later in such a situation would ever happen to any
guest.
Effective correspondence with organisation styles was used to comprehend the matter with no
stain to the reputation of the brand. Also, the entire scene was come back to look at how a
bug had got in and who was accountable for that. In perspective of the information gave by
the staff we were required to change the cleaning frames for the room, growing the repeat
regardless.
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