Assessment 3: Report on Managing Quality Customer Service (BSBCUS501)

This report examines the critical aspects of managing quality customer service within the context of the Intercontinental Hotel. It begins by emphasizing the importance of high-quality service for customer loyalty. The report analyzes the strategies for monitoring customer service, including the use of customer feedback forms to gauge customer satisfaction and identify areas for improvement. It discusses the resources (financial, human, and technological) necessary to support these strategies. The report also delves into how the organization uses feedback to solve complex problems, and the approach to overcome issues in the delivery of quality customer service through effective leadership. The report further explores the management of records, reports, and recommendations within the organization's systems, concluding that customer satisfaction and loyalty are significantly enhanced through these practices.

Manage quality customer service

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
TASK 1............................................................................................................................................1
Strategy could be used to monitor progress in providing quality customer service to the agreed
standard........................................................................................................................................1
Discuss how you would obtain and effectively use resources to support the chosen strategy in
providing quality customer service..............................................................................................1
How does the organisation use feedback to solve complex problems and improve its provision
of products and services?.............................................................................................................2
Approach might use to overcome problems in the delivery of quality customer service. With
whom would you consult in developing this approach?..............................................................2
How does the organisation manage records, reports and recommendations within its systems
and processes?.............................................................................................................................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5

INTRODUCTION
It is very important for organisation to provide high quality services to customers in order to
meet with their requirements. Quality customer services are significant for developing loyalty of
customers and enhance services (Wong, Liu and Tjosvold, 2015). Intercontinental Hotel is the
chosen company for this report. This was developed in year 1946 and headquarter of this
company is located in Denham, United Kingdom. This report includes the analysis of strategies
that should be conider for providing better services. In this different ways use for resolving
complex problems and overcoming issues has been identified.
MAIN BODY
TASK 1
Strategy could be used to monitor progress in providing quality customer service to the agreed
standard.
Customer services is very important part of Intercontinental Hotel and this company is
considering effective and efficient strategies in order to monitor that progress in the quality of
customers services offered by respective company. Intercontinental Hotel is collecting feedback
from its customers in order to determine the views of customers about the products and services
offered by respective company (Giovanis, Athanasopoulou and Tsoukatos, 2015). For collecting
feedback from customers, feedback from is provided to customers with includes some relevant
open ended question. This is significant strategy that could be used by Intercontinental Hotel for
monitoring the progress in the providing customer services with is as per the standards. This
organization can analyses and evaluate the feedback provided by customers as it will lead to
provide better information about the aspects in with organization is performing well and the area
in which company needs to develop for meeting with the customer service standards.
Discuss how you would obtain and effectively use resources to support the chosen strategy in
providing quality customer service.
It is essential for organisation to have correct and accurate resources which will assist the
chosen strategy of providing high quality customer services. Respective hotel needs to have
correct raw materials, financial resources, human resources and technological resources in order
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to conduct task in required manner. This will help in increasing the quality of services that is
provided by Intercontinental Hotel to its potential customers. Financial resources will help in
purchasing required resources for the functioning of business (Nyamori, 2015). Intercontinental
Hotel is collecting feedback through feedback form so company will required the raw material
such as paper, pen and other resources which is significant for filling the feedback form. Human
resource is one of the crucial resource of organization that is required by company in order to
provide better and effective customers services. Human resources of Intercontinental Hotel will
communicate with the customers and identify the need and wants so that company can
successfully full fill the requirement of customers. These resources will help in successful
implementation of the selected strategy and providing better services to customers.
TASK 2
How does the organisation use feedback to solve complex problems and improve its provision of
products and services?
Intercontinental Hotel is collecting feedback from different types of customer and in the
feedback from open ended question will be answered by customers. This is significant approach
which is consider by respective company to analyses views of customers about the products and
serviced offered to them and determine that area in which organization needs to improve. It is
very important to ask right and accurate questions in the feedback from so that relevant answers
could be generated and necessary decision for improving provision of products and services will
be taken. In the feedback form customer will mention things they like and do not like in with the
visit. It will includes information and suggestion about the aspects company should improve.
Collection and analysis of customers feedback will be significant for Intercontinental Hotel
company to develop improvement strategies that will lead to provide better services to customers
(Kevoe-Feldman, 2015). Through this Intercontinental Hotel will be able to solve complex and
critical problems and enhancing quality of services to customers.
Approach might use to overcome problems in the delivery of quality customer service. With
whom would you consult in developing this approach?
It is essential to consider effective and efficient approach that would help in overcoming the
problem in the delivery of quality customer services. There are different issues and problems that
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arise while conducting business task as well as performing organisational activities.
Intercontinental Hotel needs to identify and analyses different method that could assist in
overcoming problems of business for providing better quality customer services (Cao, Ajjan,
and Hong, 2018). For Intercontinental Hotel effective leadership would be correct and accurate
approach that would assist in resolving the problems as well as providing high quality services to
customers. Participative leadership is useful approach for influencing capabilities and potential
for employees to carry out business task in more correct and accurate manner. In this approach it
is crucial to consult with leader who can carry out participative leadership practices in
organization and assist in resolving different business issues. Leaders can be describe as the
person who have potential to influence other and direct employees to conduct business practices
in required manner so that objective of organization could be achieve. Leaders will help
Intercontinental Hotel to overcome the problem in order to deliver better quality services.
Participative leaders will take part in organizational activities for guiding employees regarding
the correct way of performing task. This will assist in setting standards to conducting task as well
as delivery of quality services to customers. Participation of leader will help in boosting moral of
employees and they feel motivate to conduct business operations in more effective and efficient
manner. Through leadership practices, leaders will be able to influence the behavior of
employees as well as direct them to use full potential for providing high quality services.
Through participative leadership approach employees will be able to get proper guidance for
conducting task as well as able to provide quality services to customers or resolving problems.
How does the organisation manage records, reports and recommendations within its systems and
processes?
It is essential for Intercontinental Hotel to correctly manage different records of business,
reports and other recommendation that is provided by customers for increasing business
activities. Management information system is very effective tool for storing data and information
for using it in further decision (Chow, Lai and Loi, 2015). Through this technique respective
company will be able to take correct decision and use the recorded information whenever
required. This is accurate system that is used by Intercontinental Hotel organization for recording
and managing the information is most effective manner. Customer relationship management is
another system which is consider by company for managing and recording the information
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related to customer as well as recommendation that has been provided by company. This
recommendation will help respective company to take correct decision and help in enhancing
the performance of organization. Through customer relationship management system
Intercontinental Hotel company can record the relevant data about the customers which could be
used for providing high quality services as per the need of customers.
CONCLUSION
From the above report it can be concluded that customers are very important part of business
and it is crucial to provide effective services which is as per the need of customers. It is very
important for company to have corrected and accurate resources which will help in successfully
conducting task as well as help in increasing the quality of services. Consideration of customers
feedback will help in developing strong relationship with them and increasing loyalty of
customers. There are different tools and techniques such as MIS and CRM which are significant
for managing records, reports and recommendation in correct manner so that it could be used
properly.
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REFERENCES
Books and Journals
Wong, A., Liu, Y. and Tjosvold, D., 2015. Service leadership for adaptive selling and
effective customer service teams. Industrial Marketing Management, 46, pp.122-131.
Giovanis, A., Athanasopoulou, P. and Tsoukatos, E., 2015. The role of service fairness in
the service quality–relationship quality–customer loyalty chain. Journal of Service Theory and
Practice.
Nyamori, N.B., 2015. Strategies adopted by media industry in Kenya to manage
customer service quality: A case study of Royal Media Services (Doctoral dissertation, United
States International University-Africa).
Kevoe-Feldman, H., 2015. Closing the gap in customer service encounters: Customers’
use of upshot formulations to manage service responses. Pragmatics and Society, 6(1), pp.67-88.
Cao, Y., Ajjan, H. and Hong, P., 2018. Post-purchase shipping and customer service
experiences in online shopping and their impact on customer satisfaction. Asia Pacific Journal of
Marketing and Logistics.
Chow, C.W., Lai, J.Y. and Loi, R., 2015. Motivation of travel agents' customer service
behavior and organizational citizenship behavior: The role of leader-member exchange and
internal marketing orientation. Tourism Management, 48, pp.362-369.
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