Analyzing Customer Service Problems and Solutions at Glen-more Hotels

This report focuses on the customer service challenges faced by Glen-more Hotels, a budget hotel chain aiming to expand its business. It defines customer service, highlighting its importance in building trust, brand awareness, and reducing problems. The report identifies issues such as lack of empathy, poor processes, and unskilled personnel, and proposes solutions including improved employee training, streamlined processes, and enhanced problem-solving skills. It emphasizes the importance of customer satisfaction for business expansion, loyalty, and increased revenue. The report concludes by summarizing the problems, solutions, and opportunities related to customer service, emphasizing its critical role in the success of Glen-more Hotels and its potential for future growth and expansion within the UK and global market.

Academic and Professional
Skills

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
Customer service definition, need, problems, solution and opportunities.............................1
Executive summary..........................................................................................................................4
Conclusion.......................................................................................................................................4
REFERENCES................................................................................................................................5
.........................................................................................................................................................5

INTRODUCTION
Customer service is the provision of service to customers before, during and after a
purchase. It is an act of taking care of the need of customers by giving and delivering
professional, high quality service assistance before, during and after the customer's requirements
are met. This present report is based on Glen-more hotels which is facing some issues about
customer services in their industry. Along with this, company's problems about the customer
satisfaction and opportunities are discussed in the report.
Customer service definition, need, problems, solution and opportunities
Customer service is the very important factor of the business. It is the desire and meeting
the needs of customers in the business. When company start their business, their main focus
should be on customer services, because customers are main part and reason of the profit and
revenues. Customer service is perceived when there exist entire interactions between customer
and product provider at the time of purchase and further customer service adds value to a product
and builds permanent relationship. Customer service is provided by the organisation's
employees. In Glen-more hotels there are lot of employees, who are working there, but some
time they are failed to provide the best services to their customers. They are not able to deliver
good services to their customers, so their brand value is decreasing day by day. There are
different types of characteristics of the best customer services, Promptness, politeness,
professionalism and personalization are some of the important elements of the same. These entire
characteristics are very important in the customer services. If the employee provides their
services or product to their customers then they should talk politely with the customers
(Korschun and Swain, 2016). Along with this, they should communicate in very professional
way with their customers (Aryee and Martinaityte, 2015).
Glen-more hotels are a chain of budget hotels in Scotland, but they want to expand their
business in UK (Kaufman Pratt, 2013). They are facing some problems about customer services
and their customer satisfaction rates are lower than the industry average. So, they should know
that why customer services are very important in the business. First reason of best services is,
the best customers service build trust. When company provide the best services to their
customers, then customer faith and loyalty will increase and they will want to purchase
company’s product and services. These days, people will only stay loyal to an organisation if
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they have good services in their business which they provide to their customers. In any of the
company, customer service is more important than their price. So, they should focus on customer
services instead product's price. Many customers look the services not price of product, so
customer service matter more than price in the business. Customer services will build the brand
awareness and through it, Glen-more can get their goals and target. Along with this, their brand
will be on top and can beat their competitor in the market. Customers are the main part of
marketing of business, because what they say to others could make or break your business. Good
customer service reduces the problem and issue which are faced by the organisation. Issues are
always going to increase for any of the organisation no matter how hard company try to avoid
them. When company cannot run a perfect business with their entire customers, then problem
will create on daily basis in the business. When company will be able to provide their best
services to their customers then it results in a reduction of entire problems. Best customer service
improves public persona and strengthens company's brand. If company provide their great
services to their customers, then customers start the mouth to mouth marketing in the market.
Word of mouth advertising is the best kind of advertise that money cannot buy (Tan and
Cenfetelli, 2013). It improves workers turnover in the business and best customer service opens
doors for new partnerships and another opportunity. Company should treat their customers as
priorities. When customer are satisfied with company's product and services, then they provide
more customers to the company and its help business in increasing number of customers and
profit or revenues (Barney and Ray 2015).
Glen-more is facing lots of problems about customer services. They are not able to
satisfy and provide the best services to their customers. This is because they are facing some
different problems as lack or empathy, poor processes and policies, too much automation etc.
From the above problem, cited organisation is not able to provide the finest services to the
customers. But here is solution for bringing an end to these types of problems and that are: if
employee of the organisation work with the customers then they need to care about the problem
of their customers and their need. Other than that, show them positive action for their problem
and help them out. Company should make an easy process for the customers, so that they can
purchase the product and service easily. They should work to develop and implement some to
resolve customers complaints quickly. There is some other problems which are faced by Glen-
more organisation. Company is weak in follow up and unskilled personnel exist in the business.
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The solution to this is that follow-up should be on time and according to customer need. It should
be according to employee's promise, because some time, employees promise them to provide the
best services, but they forget the entire promises, so they should follow up according to their
promises. In the unskilled personnel, its solution is company should start the development
program for those employees who lacks skills. They should provide some coaching, training,
meeting and development activities. Through this entire activity, employee will be able to
provide their greatest services to the customers and it will be done by employee's skills and
development. Glen-more has lack of problem resolution skills because they did not hire the best
employees who are able to provide the excellent services and who have lot of skills. So, they are
facing this type of problem, but its solution is that they should start a learning session for those
people. So, they will be able to provide problem solving skills. They are further facing a problem
of lack of accountability. Many times, when company want to resolve some issues so resolving
problems may involve multiple skills level and they should coordinated to customers then
provide them an answers they need. So, customer services are very important factor in the
business. Company are facing lot of problem, but here is explained the entire solution, so they
can resolve their problem and will be able to provide their best services to the customers (Hsin
Chang and Lu 2016).
When Glen-more will focus on problem solving activity, then lot of opportunities will
create for the organisation (Ishii, and Markman, 2016). If the company will be able to provide its
best services to the customers then they get the different types of opportunities and will be able
to get the target and goals. When organisation will be able to provide great services to their
customers, then they will get the lots of opportunities for the business. Through best services,
they get the opportunity of business expansion in UK. Company already want to expand their
business in UK, so, here is an opportunity of enlarge their business. Other than that, they can
expand their business in entire global market where they will want to expand. Customers service
opportunities relate both of factors that can improve existing service levels or to completely new
service processes. They will get the numbers of customers and opportunity to serve them in the
future. Trough Other than that, they will get opportunity of the employee development, because
they are facing the same problem during the customer service. So, this is the best thing that
company will get in the future. Glen-more is the best hotel chain company in the market, but
they are facing some problem, and not able to provide best services to the customers, so here
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entire solution is provided and through that solution they get the faith and loyalty of their
customers. They can get the numbers of customers, profit, revenues and brand value (Paul M,
2017). Most and important reason behind successful business is a customer’s satisfaction and it
is possible when company will be able to provide their great and best services to their customers.
So, Glen-more should work according customer's need and requirement, so they will buy the
product and services of the company and will be satisfy with the services which are provided by
the Glen-more organisation.
Executive summary
In this report, it explained about customer services, problems faced by Glen-more hotel,
reason of the best services and solution of entire problem. Along with this, in order to get the
target and resolve the problems, organisation's action is discussed. Other than that, after this all
activities, company's opportunities are described in the report
Conclusion
In this report, it has been recognised about Glen-more hotel's problems, weakness and
reasons behind the entire problems. Through this entire report, it is determined that Glen-more
can solve their problems through the different types ofsolution. Along with this, it has also
concluded about their problems, solution and then opportunities of the best customer services.
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REFERENCES
Books and Journals:
Aryee S. and Martinaityte I. 2015, January. Proactive Customer Service Performance: Test of a
Team-Level Model. In Academy of Management Proceedings (Vol. 2015, No. 1, p. 11002).
Academy of Management.
Barney J. and Ray G.A.U.T.A.M. 2015. How information technology resources can provide a
competitive advantage in customer service. Planning for Information Systems. 3(2).
pp.444-460.
Hsin Chang and Lu Y. Y. 2016. CUSTOMER READINESS, MARKET ORIENTATION AND
TRANSACTION FREQUENCY IN MOBILE BANKING SERVICE RECOVERY.
Ishii K. and Markman K. M. 2016. Online customer service and emotional labor: An exploratory
study. Computers in Human Behavior. 62. pp.658-665.
Kaufman Pratt J. C. Amazon Technologies Inc. 2013. Independent customer service agents. U.S.
Patent 8,542,816.
Korschun D. and Swain, S. D. 2016. CSR and the Frontline Context: How Social Programs
Improve Customer Service. GfK Marketing Intelligence Review. 8(1). pp.24-29.
Tan C. W.and Cenfetelli R. T. 2013. IT-mediated customer service content and delivery in
electronic governments: An empirical investigation of the antecedents of service quality.
MIS quarterly. 37(1).
Online:
Paul M, 2017. book/publisher, [Online]. <https://study.com/academy/lesson/what-is-customer-
service-definition-types-role-in-marketing.html>
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