Customer Service Report: Evaluating Customer Service at Victoria Inn

This report provides a comprehensive analysis of customer service at the Victoria Inn, a leading hotel in the UK's hospitality industry. It examines the reasons for implementing customer service policies, the importance of evaluating performance, and the impact of different communication methods on customer perception. The report delves into sources of information regarding customer requirements, analyzes research on customer satisfaction, and evaluates the delivery of service within the hotel. It also offers suggestions for performance improvement, emphasizing the need for effective communication, staff training, and continuous monitoring to enhance customer satisfaction and loyalty. The report concludes that evaluating customer service is crucial for future staff development and meeting industry standards.

Customer service

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Reasons for using customer service policies....................................................................1
1.2 Purpose of evaluating performance of customer service policy.......................................1
TASK 2............................................................................................................................................2
2.1 Different communication methods and their use..............................................................2
2.2 Consumer perception is influenced by customer services................................................2
TASK 3............................................................................................................................................2
3.1 Sources of information on customer requirements ..........................................................2
3.2 Research on customer requirements and satisfaction level..............................................3
TASK 4............................................................................................................................................3
4.1 Delivery of service in the Victoria Inn.............................................................................3
4.2 Review of performance and suggestions..........................................................................3
CONCLUSION................................................................................................................................4
REFERENCES................................................................................................................................5
.........................................................................................................................................................5

INTRODUCTION
Customer services are most crucial aspects for every business organisation especially in
hospitality industry of United Kingdom. The Victoria inn is one of leading hotels which makes
efforts to improve its customers services to satisfy them (Santouridis and Trivellas, 2010). A
research can be used to deliver quick and effective facilities to clients. Different communication
methods are helpful in putting best effect on customers.
TASK 1
1.1 Reasons for using customer service policies
One of major reason is accountability in business activities related to mistakes and error
made by company to customer. Clients are likely to stick the hotel which politely treat its
consumers. Second purpose is to make better perception about organisation in customers mind
by providing them best quality in services. It is needed to build strong relationship with clients so
that they will return to hotel for services. Another reason is continuous improvement in business
of organisation which can lead to capture maximum market share in two-star hotel category. As
firm has to increase its value and goodwill it will have to provide best possible customer
services.
1.2 Purpose of evaluating performance of customer service policy
As customer is main key person of every enterprise in hospitality industry, so the Victoria
Inn must evaluate its performance related to customer service (Thorp, Healy and Dunstan, 2012).
For example, if any client has problem in with accommodation facilities, staff of hotel will try to
resolve it by efforts and make customer satisfied with service. This effort will improve
productivity of employees of Hotel and sharpen their skills in long term to handle difficult
situations So there is need to monitor existing performance to identify deviation between desired
and real gained feedback from customers. So, company will make some changes in its policies
and improve performance of its staff.
1

TASK 2
2.1 Different communication methods and their use
E mail is one of best communication methods in The Victoria Inn through which
company can get response from customer about services. Telephone and letter are also one of
common ways which the hotel uses to interact with its clients so that regular investigation can be
done in customer services and feedback for consumers. Advertisement, radio and newspaper are
used by mentioned hotel to convey clear message to target market with accuracy (Chand, 2010).
Good communication will improve customer satisfaction and lead to better performance of
Hotel. So, by feedback form, it can gain real response of customers and make efforts to rectify
any mistakes or errors if made.
2.2 Consumer perception is influenced by customer services
A good customer service by the Victoria In has positive impact on client perception about
organisation and will lead to more purchase of services in future. For example, if any consumer
has complaint related to room services as bedsheets and cleaning. The staff arranges all facilities
at quick effects. This will impress the client and will recommend it to his family and friends in
future. On other hand if there is no proper response to complaint or feedback of customers, they
might have negative opinion about their hotel and will not come to it in future nor recommend it
to others.
TASK 3
3.1 Sources of information on customer requirements
One of best sources to know what exactly a client needs is Internet reviews site. As there
are a lot of people are available on online social media, hotel can easily interact with them from
every corner of world. Another method is contact methods in which the hotel uses their close
contacts to know about current demand of service needed by clients. By conducting interview
with customers, it can collect information about customer requirements and their satisfaction
level (Dominici and Guzzo, 2010). Other miscellaneous sources are observation, email,
telephone through which the Victoria Inn can know to which degree it should provide customer
services and satisfy its clients in future.
2

3.2 Research on customer requirements and satisfaction level
There has been two major research about the Victoria Inn to find out its existing image in
hospitality industry and some suggestions of improvements. On methods of research is customer
street survey in which few consumers are asked questions about accommodation services and
complaints treatment by staff in. On basis of responses organisation has impressed its clients in
accommodation complaints and gave quick response to customers. Another research has been
conducted through employee survey in which staff of hotel to know if there is healthy
atmosphere provided to them. On basis of their response it can be said that the mentioned hotel
neds to make ore efforts to motivate its workers so that they can put their efficient skills to
satisfy customers.
TASK 4
4.1 Delivery of service in the Victoria Inn
Being a leading firm in hospitably industry in two-star category, the hotel makes sure that
its customers get all facilities when they stay at here (Mok, Sparksand Kadampully, 2013). For
example, it provides clean room and other service with quality so that its maximum customers
can be retained in long term in comparison to other hotels in London. Whole staff of organisation
conducts time to time feedback research in which they can monitor existing performance of hotel
in sight customers. If any mistake for complaint found, appropriate actions are taken by workers
at quick basis.
4.2 Review of performance and suggestions
As the victors Inn is making its fullest efforts to satisfy its customers and gain profit in
long term. But there is some scope of improvement in few areas like more effective
communication methods so that client can rely on staff and be satisfied in future. For example,
when any positive feedback is received then the hotel neds to make sure that it maintains that
level to increase their satisfaction (Cheng and Rashid, 2013). So proper monitoring is needed to
detect any diff fence in expected response and real gained feedback. A standard meeting should
be conducted in which proper decision are made for improvement.
3

CONCLUSION
From the above report, it can be concluded that the Victoria Inn needs to evaluate its
customer service policy which can assist in future staff training and development. Important in
these services, helps in meeting required standards of hospitality industry.
4

REFERENCES
Chand, M., 2010. The impact of HRM practices on service quality, customer satisfaction and
performance in the Indian hotel industry. The International Journal of Human Resource
Management. 21(4). pp.551-566.
Cheng, B.L. and Rashid, M.Z.A., 2013. Service Quality and the Mediating Effect of Corporate
Image on the Relationship between Customer Satisfaction and Customer Loyalty in the
Malaysian Hotel Industry. Gadjah Mada International Journal of Business. 15(2).
Dominici, G. and Guzzo, R., 2010. Customer satisfaction in the hotel industry: a case study from
Sicily.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Santouridis, I. and Trivellas, P., 2010. Investigating the impact of service quality and customer
satisfaction on customer loyalty in mobile telephony in Greece. The TQM Journal.
22(3). pp.330-343.
Thorp, A.A., Healy, G.N. and Dunstan, D.W., 2012. Prolonged sedentary time and physical
activity in workplace and non-work contexts: a cross-sectional study of office, customer
service and call centre employees. International Journal of Behavioral Nutrition and
Physical Activity. 9(1). p.128.
Wu, S.I. and Lu, C.L., 2012. The relationship between CRM, RM, and business performance: A
study of the hotel industry in Taiwan. International Journal of Hospitality Management.
31(1). pp.276-285.
Online
7 Reasons Why Customer Service is Necessary for Success, 2008. [Online]. Available through:
<http://www.marketing-jive.com/2008/01/7-reasons-why-customer-service-is.html>.
[Accessed on 15th July].
5