Bsb166h3 Submission Front Sheet Answers

Submission Front Sheet
Assignment Code: …AB166H3…
Programme: BTEC Higher National Diploma in Hospitality Management
Unit Title and Number: Customer Service (Unit 3)
QFC Level and Credit value: 4; 15 credits; J/601/1790
Module Tutor: Esther Aivinhenyi;
Email: [e-mail];
Date Set: 22nd September 2014
Name: Krasimira Moskova
Registration Number: 22085
Date: 07/10/2014

Understand customer service policies within business and services contexts

Definition of a customer service policy
A customer service policy is usually a written document, which outlines the protocol that employees must follow when they deal with customers who are not satisfied with a product or a service, provided by a company.
For example, a company’s
There are many methods of communication between customers and companies.
Written:
Written communication includes reports, letters, newsletters and handwritten notes. The benefits of written communication are creating a permanent record, allowing the storage information for future reference, easily distributed, all recipients receive the same information and it’s necessary for legal and binding documentation.
Spoken:
When a message is communicating verbally this is called spoken or verbal communication. There many ways you could you verbal communication such as face to face or on the telephone. A good verbal communication is really important in customer service. Some of the advantages of verbal communications are: saving time or money, its more effective and knowing the reaction of message.
Non- verbal or body language:
Another way of communication is the body language. Body language includes any gestures we make with our body, e.g. face, arms, legs, etc. A smile for example is always a good manner when using body language. With a smile, you make your clients feel much comfortable when talking to you.
Internal marketing information basis on guest histories, customers feedback, employees and management staff while external is extremely valuable and it’s not collected on daily basis. The guest history allow the management to have information about the guests ( individuals and groups),length of stay and it’s priority for marketing decision making. The employees at the front desk as a reception desk in a hotel represent excellent source of information an the management need to meet the employees on regular basis to discuss the opportunities and problems. The most common method for customers feedback is comment card and frequently they are placed in guest rooms or at the checkout